Hotel Staybridge Suites a Elkhart

As a long-standing IHG loyalty club member, I was happy to find a property in the town I needed, Elkhart, Indiana, for a one-night stay returning home from a family funeral in Washington, DC. The check-in experience was pleasant enough. Once in our room, we dropped luggage and headed out to get something to eat. When we returned, we discovered that of the four pillows on the king-size bed, all four were as flat as pancakes and offered little to no cushioning. I went to the front desk and asked for an additional pillow. A nice young man stated he was alone and busy checking in guests, but he would bring one to our room, which he did. The one he brought us was not much better, but it was only one night, so we did not complain. It must have been Friday Drinking Night, as we were awakened multiple times between 1 to 4 AM to the sound of inebriated guests in the hallways. Apparently, the majority of the rooms were occupied by some sort of construction crew, who had decided that Friday night was the night to party. The loud voices combine with the paper thin walls made sleep extremely difficult. The next morning we awoke to discover...Surprise!!!... there was no hot water in the room. We allowed the water to run for over 10 minutes, hoping it would warm up, but it was cold showers for both of us....Whoops!!!! Only two bath towels and they were thinner than the toilet tissue. We air-dried next to the wall heater. ...Next surprise...standing there with ice-cold, wet hair we discovered there was no hair dryer in the room. Oh well, it was only one night. At 7 AM we headed down to the hot breakfast, advertised on their website from 6:30-9:30 AM, to eat and be on our way... ...Another surprise...the staff advised us that breakfast would not be served until 7:30 AM...no explanation or apology. At that point we had enough and left the key card on the counter and went to our car to head home (Note: check out time is advertised as 11 AM). Once on the road, I went to my IHG profile to review my folio and check out....More surprises...the staff had already checked us out and now I did not have access to a copy of my folio to review. I called and requested a copy and was told one was being emailed immediately. Two hours later when I still did not have a copy, I called again and was informed that ”Our computers are so old, we have problems trying to email from them. This will have to wait for a manager to email you a copy later today.” This was by far the WORST experience I have ever had at an IHG property. I contemplated giving this property a ”terrible” rating, but I have been generous only because of the nice young man who checked us in and brought the flat pillow. I strongly recommend you bypass this property and drive a bit further to South Bend. This is truly a ”Nightmare on Cassopolis Street.”