My husband and I had a wedding to go to in Kalamazoo and this hotel was on the couple's list of suggested places to stay. So I called to make a reservation, gave them my credit card information and got a confirmation number. Well, when we got there, we were told that our confirmation number was not valid and we were questioned as to whether we were sure we had actually made a reservation there. I did not appreciate that, especially given the fact that the bride and groom had left gift bags for their guests and ours was there at the front desk...so obviously someone had confirmed that we indeed had a reservation. However, the staff did not seem to view this as significant enough to dig a bit deeper into the situation, so we had to go elsewhere. Staybridge had no problem, however, charging our credit card as a no show. When I called the following week to have the charges reversed (which they were), I did get an apology that amounted to "oh, what an inconvenience." I realize that mix ups and mistakes happen, but I really did not appreciate the overall attitude while we were trying to check in. Overall, there was no sense of taking any responsibility for what happened. They really need to get their act together. This is not an experience I would want for anyone else. I can definitely say that this gives me that much more incentive to take my business to smaller, privately owned, bed and breakfast type operations, even if they cost more. Will never try to even make a reservation here again.

We were at this property for four days the week before Christmas for a wedding. The WHOLE staff, no matter the shift or the day, displayed both a professionalism yet a friendliness that made us feel welcomed and special. The rooms were like new ( I was surprised to find out the hotel had been opened over a year) and the amenities from breakfasts to free laundry to the theater room were splendid. We might go to Kalamazoo again, just to stay at this Staybridge.