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1. CandleWood at this location overbooked customers, did not secure reservations. by rather gave out reserved rooms to others.
2. CandleWood was unwilling to pay the other hotel who accommodated CandleWood's kicked-out customers.
3. CandleWood was dishonest twice, claiming that their partner hotel "did not want to take our work-letter (i.e. : payment)" so customers had to pay the other hotel on their own. CandleWood also said that the printer did not work so would print the receipt right away. She said "done" with e-mailing the receipt, while we were in the process of checking out. I checked 24 hours later: No, there has been no receipt from CandleWood at all.
Stayed at Candlewood Suites Lax from 4/3-4/9. While staying at the suite I had a terrible experience. On Saturday 4/6 I left out of the hotel room to get some towels from the front desk and my husband was inside the hotel room. He was unable to open the door to get out and I was unable to use my key to get inside the hotel room. The door was basically jammed. Which is an unsafe situation. I contacted the front desk and it took a totally of 3 people to figure out the problem. We waited a total of 45 min for the problem to be resolve. No one never offered us a different room for the inconvenience. We left for the day and after returning to the room it was a used butter stick in the refrigerator, so it’s clear someone was in our room unauthorize.
The following day the staff informed us about free complimentary breakfast at their sister location which is exactly across from Candlewood Suites. We walked over to eat dry cereal and a bagel. We returned to the hotel the last day of our suite and notice a citation paper on the floor with someone else name and description of the citation. So it’s clear someone returned without authorization. We checked out the hotel and we receive a charge of $60 for eating complimentary breakfast that the staff member told us was free. I attempted to contact the staff and also the manager and they were rude and disrespectful. I will not return or give them any business due to my horrible experience.
I have made a corporate complaint and I’m awaiting communication with this pending information. A man attempted to climb in our first floor bedroom while my wife was changing. The management never considered communication with me or apologizing. That’s one police report. Our top of the line Santa Cruz mountain bike was taken off of our vehicle having 3 locks holding it on during a 3 hour period during the day. Management once again had no apologies. Cameras only exist inside the entrances of doors. That was the second police report in 3 weeks.
As a whole one of the managers came off to be very derogatory towards a fellow individual who was of ** along with a customer with the same ethnicity. The internet was frequently down. Roughly 3 times a day I’d have to contact the front desk to inquire about the WiFi. This made my communication with clients very difficult. My wife and I found numerous cockroaches in the cabinets. On 2 occasions we had to ask the management to clean the carpets due to a dank pet odor being present!
This location (CandleWood Suites Fossil Creek) is well known (explained by numerous police officials on both occasions) drug rings, prostitution, human trafficking, & violence. As a professional healthcare advisor it is very disconcerting to have fear for not only your spouse but others while you are on premises. This includes but is not limited to the hotel room, parking lot, gym, hallway, and patio. Having been reassigned early November from Colorado it was very inconvenient due to the aforementioned to have to rent another transport vehicle on a business day to relocate 5 miles away. This caused me to get penalized a day at work and cost me a local transport vehicle! All of this is very unexpected. I have been with IHG for 7 years with no single instance occurring during that period! There needs to be an investigation into the ethics and safety of your clients at this facility!
This chain is always clean, from the lobby, to the restaurant, to the rooms themselves. The linen is always clean. The bathrooms, furniture and carpet is very neat. The amenities are great also. I love the continental breakfast. The swimming pool, the workout area, the complimentary newspaper are all great services. Whenever I have used the customer service, I have had great service. I have used the toll free customer and the customer service at the actual hotel and have never had any problems.
The cleanliness of these hotels have always been good for me. I love staying in them. Always plenty of room to move around when sharing a room. Never had a problem with bedding being clean. Never had a problem with bathrooms either. The service with the front desk has always been good. I've never had a problem with any of them. Always been helpful and kind. Staying here has always been good. They could offer more to you with the Rewards Program honestly. I never feel like I'm actually getting anything. They don't have the hotels every where to stay at enough of them to use it. The customer service has always been very good. Never have had a problem with them. Always gave us the stuff we needed and helped with any issues right away.
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The suite we stayed in was quite clean, everything looked like it was in the right place and taken care of. There were no issues whatsoever in the bed area, the living area, the kitchen/dining area or the bathroom. You pay for less than the swanky places, and yet you get so much more. More room, check. Free breakfast, check. A wide array of toiletries (more than just soap, shampoo and conditioner), check! Microwave, check. Mini fridge, check. Oh yeah, suite? Check!
IHG baby! So many good "budget" hotels that are actually so much better than the "boutique" ones. I've stayed at the swanky spots, and you get charged more for less. IHG gives you the opportunity to earn points, spend with points or cash (or both), and has all sorts of cool features as part of the package. I have never had a problem with rude staff at a CandleWood's establishment. In fact, I find that staff at the swanky spots seem to be judgmental if you don't show up to check in in a suit, etc. If you like and expect everyone to dress up and act proper on vacation, that's your prerogative, but I'm on vacay to relax!
The rooms were squeaky clean. The soap was brand new and the tub was super clean. The toilet, sink, walls, bed, and furniture were clean. The carpet was also vacuumed. The employees were friendly and nice. The rooms were neatly groomed to my liking and the bathroom as well as the furniture were all clean. Customer service was nice. They helped me to my room, carried my bags, and did other things for me. I was super satisfied. They made the experience an enjoyable one.
I have stayed in many CandleWood Suites in different cities. The hotels are very clean, not only the guest room but also the lobby and the dining place. The housekeepers do a very good job at keeping it clean. In most CandleWood suites I stayed in I have nice bed and couch and a small kitchen--everything is in good and new condition. I have only used the membership only wifi and it is fast and stable.
I participate in the reward program and I highly recommend to everyone who travels a lot and like CandleWood Suites. It allows me to get hotel room on good deals even at last minute. Also I often enjoy being upgraded for free to a nicer room when I arrive! The customer service is very nice. The front desk people always patiently listen to your needs and help you find the best solutions. They also have the brightest smile in the world! I have very pleasant experience with the customer service.
The rooms were clean even though I take my own cleaning material and you do your own laundry and make sure you have a kitchenette. But the rooms are very clean and updated. Stove or microwave and refrigerator, pool, snack and beverage machine, internet is also available (WiFi) upon request, regular television or paid for premium channels. Very good customer service were available for questions to assist with needs, to assist with WiFi issues, to give directions.
It was very clean and nice in the room. I had a suite and I can say there was not a speck of dust on any of the counters or the desk. It smelled clean and everything was in its place. I especially loved how clean the bathroom was. I don't think I have ever been in a hotel room that had a bathroom that was that spotless. I liked that it had a small workout room next to the pool. It could have been bigger with a few more exercise machines, but it was still worth using. I also loved that it had a small shop next to the front desk where we could get snacks and drinks. They had more than just the things you would find in a vending machine. It was nice to not have to go anywhere to grab a quick snack. They also had healthy options that you could buy.
The customer service at the hotel was great. The staff was friendly and very helpful when I had questions. They also explained everything to me when I got my room, such as the snack center they had. The front desk clerk also offered to show us around a little to get familiar with the place. Exceptional customer service from them. One of the most impressive hotels I have been in and I would definitely use them again just based off their customer service.
CandleWood Suites Company Information
- Company Name:
- CandleWood Suites