I take a yearly trip to Albany with school children, though this was the first time we’ve stayed here. I will be staying here from now on, I think...pool, breakfast, and easy to get into downtown Albany! The lady who checked us in, MyAsia, saw that I made a mistake while booking but gladly fixed it for me and got us into the room we wanted, no problem! She was a great help and had a wonderful attitude. Keep up the good work, Staybridge in Albany!

Sherwyn, the assistant to the manager, charged me for damage that we did not do. He never even bothered to call me prior to charging my card for $500! Where is your customer service skills, Sherwyn?! I see another review had a similar situation happen to them - WOW! My mom reported the damage at check in + check out along with another issue and they are denying she ever said it. Upon walking in with just 2 small balloons he told me I couldn't bring them to our room - I understand not having loud parties but explain to me how TWO BALLOONS in my room for my son turning 6 is going to upset other guests???? Immediately I was annoyed and frustrated but I tried to let it go and move on due to this silly part of a hotel policy they created. When I called to solve the issue of being incorrectly charged and to let him know that the damage was already there AND had been reported to staff - I had to leave two voicemails for Sherwyn and he still didn't even bother to call me back the next day. I finally called in the afternoon he refused to refund me and let me speak to the general manager. Sherwyn claimed his manager was walking into a meeting. I am not buying it. Horrible customer service. I am angry and rightfully so. Zero courtesy call and refusal to make it right. Filed formal complaint with IHG corporate and disputed charge with my credit card company. Do not stay here unless you want to chance being swindled and handled with disrespect!