Staybridge Suites Milwaukee Airport South by IHG

The beds were comfortable, and the shower pressure was good, even on the fifth floor. The room felt like a small apartment, with the kitchen and living room separate from the bedroom. They also had free breakfast in the morning and happy hour in the evening.

The hotel itself was nice, and I was happy with the staff and amenities. The social hour was great, and the breakfast was the best I've had at a hotel. The pool was unavailable the whole time, but I was there on business and didn't care about swimming. I usually stay at Marriott and am now a Titanium member because I'm traveling for work. I joined here because a friend wanted the social hour, despite reviews saying the hotel wasn't updated. The problem was the manager. When I used Google to find the hotel's phone number, I got a voicemail from a woman saying, “Leave a message.” I left three messages in five days asking whether I'd called the hotel, but she never returned them. She did change the recording to give the hotel name, location, and detailed road directions, and kept telling callers to press 0 for the front desk, even though it was an answering machine and that didn't work. The hotel was good, the staff were good, but the manager wasn't. Good luck.

We had booked room 127, the roll-in shower room, in person with a credit card more than a month before our one-night Thanksgiving weekend stay. I told manager Vee that my 91-year-old mother uses a wheelchair and asked her to call if the room became unavailable so my sister and I could make other arrangements. She checked the booking, confirmed it, and said she'd contact me if anything changed. We had a pleasant conversation, and I made it clear I expected no surprises. When we arrived, Vee wasn't there. The front desk attendant had instructions to put my mother and sister on the fifth floor in a room with a regular bathtub. We questioned how someone in a wheelchair could get down from the fifth floor in an emergency when elevators shouldn't be used. My mother couldn't enjoy the room or shower in the tub, and the change caused our family unnecessary stress during a weekend we hoped to enjoy. We would have stayed elsewhere if that room hadn't been guaranteed. Manager V wouldn't listen to our complaint. She said assigning an ADA room met compliance, but it wasn't suitable for someone wheelchair-bound. She bragged about her 30 years in the business and was ruthless and mean-hearted, with no customer-friendly service toward our family. I contacted the IHG Corporate office. They disagreed with her actions and attitude, apologized, and offered points, but my mother just wants her money back. I've filed a credit card claim with our bank for the room and services we didn't buy, expect, or want. Future guests should know the manager may not honor a reservation, and her unprofessional attitude may add stress and extra work. Risky, not recommended.

We arrived Friday around 5:30 p.m. and waited about 30 minutes to check in, with two people ahead of us and only one staff member working. We'd booked well ahead for a two-bedroom setup with one king and two queens, which was right for our group of five. The hotel was overbooked, though, and gave us one king and one queen instead. With two parents, a teenager, and two kids in their double digits, the sleeping arrangements were uncomfortable. When I asked about a partial refund, they said I wouldn't get one, even though the room wasn't what we'd paid for. We also found several bugs in the hallway.