Suites at Northshore

We came to Glendale every year, but after this stay we won’t be back. On Saturday, July 12, 2014, we checked in for two nights. While we were asleep around midnight, a family moved in above us and their heavy footsteps kept us up all night. Management wouldn’t move them because they were staying a week and we were only there for two days. They suggested we move at midnight, when we were already dressed for bed. We did move the next day, but after getting no sleep Saturday night, we shouldn’t have been charged. There were other rooms available. Who moves someone into a room overhead at midnight? The bathroom doors didn’t fit, and the exercise room was just two bikes and a treadmill, all occupied by employees. The walls clearly aren’t insulated. Traveler beware!

I won’t be coming back. I had parties in rooms around me, with people smoking, drinking, and playing loud music, but at checkout the hotel kept my deposit because they said they smelled smoke. I explained there was a party below me, but they didn’t care and still took the money. It felt completely unfair to lose my deposit over someone else. The hotel and rooms are nice, but the staff are unacceptable. Don’t book the penthouse suite. Those are the only rooms that require a deposit, and they’ll make up any excuse to keep it. They need new staff and new rules!

I’ve called The Glen home for the last 3 years, and I don’t have plans to move anytime soon. The outdoor pool and jacuzzi, grill and lounge area, gym, and community room are all great, and the atmosphere is friendly. Mashyllia and Tony are fantastic, always responsive and accommodating. The insulation is poor, so expect a somewhat higher energy bill in winter. Tony was happy to help put plastic around my patio door and windows and add weather strips to the entry door.

The general manager deserves a gold star. The maintenance is outstanding for a property that clearly isn’t new, and the people looking after the building inside and out are so capable that it could pass for brand new. We stay at lots of Residence Inns, so the food was familiar, consistent, and good. What stood out was how well the staff worked together. They seemed to have more people than average, and people could switch jobs smoothly when a little help was needed. The service here was the best I’ve experienced at a Residence Inn. Everyone we met was friendly in a way that felt genuine, and they were efficient and helpful. When we called for extra blankets, the clerk warned it could take as long as 45 minutes because she was alone. We had them in about 10 minutes instead. Housekeeping did a good job too. I get annoyed when service workers ask for an “exceeds expectations” survey score because they’re worried they’ll be in trouble. This place actually earns that rating.