Staybridge Suites Denver South - Highlands Ranch by IHG

My previous stay at this hotel was wonderful, so much so that I left a glowing five-star review with photos and a video. I was excited to return. I checked in Thursday evening, January 1, 2026, for four nights, and that excitement didn't last long. I asked for a top-floor room but was assigned one on the second floor. I know requests aren't guaranteed, so I accepted it. About an hour after unpacking, I started sneezing and coughing and felt tightness in my lungs. I have allergies, so I assumed it was a normal reaction, took allergy medicine, and went to bed. The next morning my eyes were extremely red, swollen, itchy, and watery, and I was severely congested. I showered quickly and was getting ready to leave when I stopped at the desk. I asked Pam whether room 209 was a pet room. She said, “The entire hotel is pet-friendly.” I asked if she meant every room was a pet room, and she repeated, “The entire hotel is pet-friendly.” I pointed to my swollen red eyes and congested nose and said that explained it. She replied curtly, “YEP.” I was shocked. A policy like that seems unnecessary, impractical, and not standard practice. I left upset and worried about getting through the remaining three nights while feeling so awful. I contacted IHG through its website and spoke with a compassionate, helpful agent named Girlie. She understood my concerns and tried several times to reach the hotel, but got no response. She sent the details by urgent fax and said someone would contact me within 24 hours. I was off the property, so I gave my cell number. No one contacted me. After waiting the full 24 hours, I followed up with IHG. Soon after, the hotel manager, Brad, briefly called. I explained my frustration with the all-pet policy and my physical reaction to the room. He said he'd called the night before, but he'd called my room even though he knew I was away and had my cell number. Then he abruptly hung up while I was still speaking. He made no sincere effort to reach or help me. He didn't leave a message, call my cell, or try any other way to contact me. Later I was given the hotel's internal response notes. Brad called my allergic reaction “alleged” and falsely wrote that I'd already stayed five nights, although my reservation was for four nights total and I'd stayed only one night at that point. He also said I was rude for stating facts and raising legitimate concerns. My reaction wasn't subtle or made up. My eyes were visibly red, swollen, and burning, and I was constantly using allergy pills, eye drops, and nasal spray. Anyone who saw me could tell something was wrong. I looked and felt terrible. This is a health and accessibility issue, not just an inconvenience. I support hotels that welcome pets, and I understand how important that is to many travelers. But making every room pet-friendly leaves no option for guests with allergies, sensitivities, or even a simple preference for a pet-free space. Making room for one group shouldn't mean ignoring another. This isn't about me versus pets. It's a practical operating issue. The hotel could set aside a pet-free floor or some rooms for guests with allergies or sensitivities and still welcome pet owners. The current policy makes it seem like the people who made it don't have allergies themselves and didn't consider how it affects others. I'm deeply disappointed by the condition of the room, the dismissive responses, and the complete lack of basic human compassion.

I spent about a month here in October and would absolutely come back. The views were great, and the room was nice. Staff were great, too. Breakfast was excellent, and the social hour is a cute touch. Special shout-out to Makaya at the front desk. She was always incredibly kind and helpful, even though I extended my stay about a hundred times.

Resting was easy in the hotel's peaceful setting, and the room had everything I needed. Housekeeping did an excellent job every day. It was a comfortable, enjoyable stay.

The breakfast was on point, and aside from a couple of snags, it was mostly a good place to stay. The bathtub could've been cleaner, and the bathroom outlet didn't work at all. It should also have been the kind rated for use near water. It was really disappointing that there was no pool or hot tub, since the website said there would be and that was one of the main reasons we chose this hotel.