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Candlewood Suites
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1.7 48 Reviews

Candlewood Suites Complaints Summary

8 Resolved
40 Unresolved
Our verdict: With Candlewood Suites's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Candlewood Suites reviews & complaints 48

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11:54 am EDT
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Candlewood Suites No refund for cancelled stay

On July 6th, 2022 I made a reservation for a future stay at Candlewood Suites Louisville Airport. I made a modification to the reservation on July 28th, 2022 and then subsequently had to cancel the reservation on September 14, 2022. I was charged the full amount on July 6th, 2022 and received no refund when the stay was cancelled. As you can see from the attached cancellation notice this was well within the cancellation window for a full refund.

I have contacted the General Manager of the hotel and have been ignored and have subsequently contacted the IHG Customer Service and have been offered $100 in stay points in compensation?

The full amount charged was $1024.21 in Canadian $ charged to my MasterCard on July 7th, 2022.

Desired outcome: I would like a full refund of $1024.21

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7:53 am EDT
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Candlewood Suites Unclean and unhelpful

I went down to get coffee and there is a mess all over the counter and nothing is filled. No lids, No creamer. No cups. I went to the counter twice with an hour in between both times no one was at the desk.. There is a note saying they stepped away, yet I hear a mouse clicking behind the counter. I said "hello" and was ignored. If this is the service I will continue to receive, then I'll choose somewhere else to stay.

Desired outcome: Get the staff to clean, fill and assist people.

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11:00 am EDT
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Candlewood Suites Being charged 5 days before I arrived at my stay

So as a Platinum elite member I booked a room a month in advance for my niece graduation and Allentown Pennsylvania. The Friday before I was scheduled to stay at the candlewood suites in Bethlehem I realized that my credit card had been charged for my entire stay. On the IHG app it does say that I may be charged a deposit but not the full stay. I felt like they were being money hungry and trying to charge ahead of your stay for my room, so that if you did not want to stay there anymore. I canceled my room cuz I felt uncomfortable at this point in time which was the Saturday before my stay which happens to be Tuesday June 13th graduation is on the 14th. I then emailed the front desk letting them know that I would not be attending their location because they charged me 5 days in advance for no reason at all I can understand a 48 hour I can understand the 24 hour I can understand me five days before I get to your hotel it rubbed me the wrong way the front desk did emailed me back stating that because of my elite charge or special charge that I could not get my other $150 back so they was keeping the entire $300 of my deposit which I had never agreed to I never agree for them to charge my card at all I keep my car on I HG app for any hotel that I choose this is very problematic I am always on the road for my job I stay at candlewood suites all across the country for me to be a Platinum elite member this is ridiculous. I could even see being charged a one-night stay as an inconvenience even though I canceled 72 hours before but to be charged a whole state and I'm not even going to stay there because I don't like the customer service that I was receiving for being charged too early it's beyond me. If I don't get this resolved I probably will never stay at another candlewood suites again because this is not how customers should be treated.

Desired outcome: My desire outcome is to have all if not hold my money back.

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Is Candlewood Suites legit?

Our verdict: Complaints Board rates Candlewood Suites highly, signaling it as a legitimate option for users seeking reliable services. Despite this endorsement, the 16% resolution rate for complaints about Candlewood Suites raises questions. Diligently reviewing Candlewood Suites's client feedback and resolution practices is recommended for those considering Candlewood Suites's services, ensuring a comprehensive understanding of its legitimacy and commitment to customer satisfaction.

Candlewood Suites earns 82% level of Trustworthiness

Excellent Trust Notice: Candlewood Suites near-perfect at 82% trust. Use with confidence, maintaining usual caution.

We found clear and detailed contact information for Candlewood Suites. The company provides a physical address, phone number, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Candlewoodsuites.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

However ComplaintsBoard has detected that:

  • Candlewood Suites's complaint resolution process is inadequate and ineffective. The support team lacks customer service skills, training, and resources, resulting in only 16% of 0 complaints being resolved.
  • There was some difficulty in evaluating or examining the information or data present on the candlewoodsuites.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • We conducted a search on social media and found several negative reviews related to Candlewood Suites. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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4:21 pm EDT

Candlewood Suites Overall condition and customer service

Candlewood Suites, Syracuse Airport, NY is listed as "pet friendly." I was certainly made to feel not welcome with my dog. Manager told me she cannot bark. "Lobby is public space and dig not allowed." They do not follow their own pet policy, and do not honor 'promise" for customer service. The room had a backed up garbage disposal, with food present which caused an odor. Two nights stay, they never fixed it.

Desired outcome: Warn other pet parents to be clear of hotels' pet policies.

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11:37 am EDT
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Candlewood Suites Bethlehem, pa property disputed charge

On 8/27 I was looking on a 3rd party website for hotels outside of Philadelphia. Unfortunately, our oldest son needed an urgent procedure from a specialist in the area where we required a 2 night stay and Bensalem seemed to be the best location. After finding the Candlewood Suites and based on the reviews, we decided to book our stay there. I intentionally avoided the 3rd party website to book directly with Candlewood. I did a Google search for “Candlewood Suites Bensalem” and clicked on the link that I could swear was for the Bensalem location and booked a room for 2 nights, 9/1/22-9/2/22. As far as I knew I had a reservation at Candlewood Suites Bensalem, PA.

Upon our arrival to the Candlewood Suites in Bensalem, PA, we then realized that the reservation was made at Candlewood Suites _Bethlehem_, PA. I had no idea how that happened. The desk clerk was very helpful and got us a room for the 2 nights, 9/1/22 and 9/2/22. When I got to the room, Mike, at the main reservation number was helpful and made every effort to cancel the _Bethlehem_, PA reservation. He was successful in cancelling for 9/2/22. He reviewed with his team about 9/1/22 cancellation but was unable to, and stated that cancelling is up to the _Bethlehem_, PA property and then called their directly. He was still on the phone with me and was put on Hold for about 15 minutes by the desk clerk in _Bethlehem_, PA. The clerk finally told him cancelling 9/1/22 was at the discretion of the property manager and that the clerk would call me after speaking with the manager. The clerk called me an hour and fifteen minutes later only to tell me that the manager would not honor the cancellation.

I understand the formal cancellation policy and that if you are a TRUE “no show”, you are subject to a penalty, but there are exceptions to every rule and an exception is definitely warranted in this case. This was not a fun booking for us given out eldest sons’ condition and the reservation to some degree was made under duress. The situation was explained to Mike who was very understanding, but the property manager at the _Bethlehem_, PA Candlewood Suites only showed a cold heart and total lack of consideration for family, and instead a preference for revenue. The reasoning was, the penalty was charged because “they held the room for us”. Are they seriously implying that because they held that 1 room for 1 night in _Bethlehem_, PA they lost out on a 1-night reservation from someone else? Seriously? I would expect better from an organization like Candlewood Suites and that is why I am an IHG member. I am used to excellent customer service from IHG properties.

As I stated, an exception to the “cancellation penalty” is definitely warranted in this case and charging us for 1 night at the _Bethlehem_, PA Candlewood Suites is absolutely unnecessary:

• We were not a total no show for a night’s stay on 9/1/22

• We are still staying for the same 2 nights with Candlewood Suites, just at a different property location

• In fact, the rates at the Bensalem, PA property are _higher_ than, those of _Bethlehem_, PA

• For these reasons we are disputing the charges from the _Bethlehem, PA Candlewood Suites

This letter will also be sent with a formal dispute to American Express.

Desired outcome: Credit back to American Express all charges from the Candlewood Suites, Bethlehem, PA property for 9/1/22 and 9/2/22.

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12:14 pm EDT

Candlewood Suites Manager and lack of customer service

The manager along with the front people at the desk were very rude, had any lack of understanding even after being told all aspects of us moving across country and possibly having to reserve our room for additional nights at the last minute. We were told different rules by different employees depending on day and or night shift staff. We were constantly hassled when asking to rekey our card for another night, asking for a towel or asking to have our room cleaned.

Yesterday they started telling us different rules than what the night shift staff told us. I said to the manager, you need to get all of your staff on the page. She got very angry. Today she refused our reservation and even followed us hotel next door and told them not to book us. Then called the cops to escort us out.

We did nothing wrong. All we were told was she would not accept our new reservation due to issues. When she was the issue.

Desired outcome: Money back for rooms stayed. And cost of losing a days work bc we had to load our car from top to bottom to move to another hotel

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4:31 pm EDT

Candlewood Suites Was VERY unpleased

Wasn’t a customer but was sitting with fellow friends in the hotel and a employee came inside and made a negative comment to im guessing an employee that works with them . I feel it was very disrespectful as an employee to make a statement saying “oh why aren’t you working and you’re on the clock” not knowing if an individual is on or off the clock. Yet alone the person she was talking to was a black male and she was a white female.

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2:10 am EDT
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Candlewood Suites Housekeeping

Unprofessional no resolutions. You have to take your dirty laundry to housekeeping for them to replace, what they give you is mostly dirty. Housekeeping service is awful and they are also sneaky and steal from guest especially the Housekeeping supervisor who creepily lurks. If you have an issue the owner Janet at the Norfolk location won't respond. Better off filing a complaint with BBB.

Desired outcome: Service and accommodate your guest and stop letting housekeeping run the show.

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1:04 pm EDT

Candlewood Suites Perrysburg, Ohio Location

The General Manager Melinda Williamson signed a contract for Snow Removal at the CW Perrysburg Ohio location and has not paid the outstanding invoice of $1833.50 for snow removal in February of 2021. We are looking to contact anyone at CW / IHG Corporate . to settle the balance ASAP before further Court proceedings are taken.

on behalf of TSRS/ J. Williams
HML - LAW
[protected]

Desired outcome: Pay the CW Invoice DUE $1,833.50 ASAP to TSRS / J. Williams

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10:08 am EDT

Candlewood Suites Several issues, but primarily over billing

On 5-11-21, I reserved a suite with king size bed at the Candlewood Suites on Garners Ferry Rd in Columbia, SC, for May 12 and 13, 2021. We specifically asked for a pet friendly room, and the reservation receptionist verbally confirmed over the phone that our room would be; however, when we checked out, we received a significant price increase. When we made the reservation, we were told the total daily room rate would be $155 and some change, including all taxes. The receptionist didn't mention a pet fee. She also asked if I wanted my reservation confirmation by e-mail, and I told her yes. I never received it however, and so I called again on 5-12-21 and confirmed our reservation again. When we checked out this morning around 9:30 am, the total bill for my one night stay was $200.35, and although the receptionist at the hotel front desk was very polite and courteous, she would not change our bill to the correct rate.

Also, I would like to mention that we've stayed at this same hotel a few times, during our periodic visits with our family in SC, and we've always had a pleasant stay, but unfortunately it seems that the quality of care here has declined, despite your room rate having Increased significantly. Here are a few issues with our room (room 108, right next to the front desk), as well as the hotel in general:

1) the ice maker in the front lobby is out of order and there was also no coffee in the maker on 5/12, and very little the following day
2) the ice maker in our fridge also didn't work
3) the sink next to the fridge had very little water
pressure (trickle only)
4) one of our room keys didn't work, and neither did the replacement key the front desk made for
My wife.

On a positive end note, your front desk staff, Alexcia was very nice and pleasant at all times.

Regards,

Larry Byrd
2013 Clark Pointe Dr, Crestwood, KY
[protected]

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11:36 am EDT
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Candlewood Suites loitering in parking lot

We were traveling from Louisiana back to SC and had to stay one night at the Candlewood Suites in Tuscaloosa, Alabama. There was I assume a resident there who was playing loud music in his car in the parking lot until at least 2:30am. He had all his doors open on the vehicle. It was so loud that it continuously shook the windows in our two rooms. The fact that your staff did nothing is totally unacceptable. If they are scared to call police on a disturbance then maybe they shouldn't be working there. We have been traveling for over two weeks visiting relatives and this was the worst hotel we had stayed in.

Desired outcome: We should get some type of credit since we could not get a good nights sleep, but mainly you need to look into this situation.

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11:52 pm EST

Candlewood Suites Drugs / partying / noise / unsafe and threatening atmosphere

What the hell is going on at Candlewood Suites, Polaris, Columbus Ohio? I feel like I'm in the middle of inner-city Detroit with a the National Crackhead Convention in full swing. Been staying here 9 days now and we're surrounded by drug dealers and the most ghetto elements imaginable. Fighting, yelling, running up and down halls, screaming; my wife doesn't feel safe to go out of the room by herself. The smell of pot is so strong we're getting high by second-hand fumes. Loud music. Trash left in the hallways like some ghetto tenement. People leave 'ho' clothes in all the washers and dryers where nobody else can even use them. The people in the room above us must be practicing their circus act, constant stomping and dragging of heavy objects across the floor. We've stayed here before and it was decent. Now, the rooms are disgustingly dirty, appliances and ice makers don't work, toilet rocks and the seat is so loose you fall off, outlets don't work, you can hear leaks dripping between the walls, etc. It's the worst possible hotel experience in what's supposed to be a premier location in Columbus. If you don't get your act together and do something to turn this around, this hotel is going down in flames. Warning to anyone who is even considering staying here: don't do it. It's the worst experience you can imagine. We're getting the hell out tomorrow. We'll pay more, but it's worth it to be safe and away from this type of 'clientele' (who are yelling outside my room as I speak) and away from staff who doesn't care and who just now told my wife, "Well you can call the cops but it won't do any good, they won't do anything" (front desk person Denise, Dec. 4, 11:36 pm). Candlewood Suites should be avoided by any decent people who want to stay in a safe place and relax and get a good night's sleep without feeling like they must have a gun under their pillow or on them at all times. Candlewood used to have a good reputation but this is absolutely the worst hotel experience I've ever had, and after 60 years I've had a lot of bad ones. I will never consider Candlewood again after this descent into hell. We intended to stay 30 days but we're out of here tomorrow and good riddance.

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10:40 pm EDT

Candlewood Suites Stuck on the elevator for 45 minutes

I checked into the Candle wood Suites at 3605 Vestal Pkwy E, Vestal, NY 13850. I am here to work as front-line employee. On Wednesday 9/9/20 around 7:00p -7:45p, I went upstairs on the right elevator to my room on the 4th floor. I returned back to the elevator to go back downstairs and the the elevator I got stucked on the 3rd floor. I attempted to call on the elevator phone and the phone was not working. I attempted x 3, then I used my personal cellphone to call my travel partner who was downstairs waiting on me. She alerted the front desk person name Angelina and she came up to the 3rd floor and asked if I was OK. I continued to stay on the phone with my travel partner. The maintenance person told my friend that they will contact the fire department. The fire department arrived within 20 minutes, and my partner stated the fire chief was jokingly saying, "I am here to save her life". My friend stated, 3 firemen plus the chief came to the 3rd floor attempting pry open the elevator door, but was unsuccessful. Then, one firemen took an ax to open the door, after 4 hits, they pushed the door open. Just before the door open I started feeling dry throat, and getting hot. The hotel maintenance staff stated I would have to talk to the elevator company about the phone not working. He asked for my room number stating some one would talk to me. No one has followed up with me. What if I didn't have my personal phone in the elevator, and I would have been stuck in there for hours before someone found me. I am requesting my entire stay of 7 weeks FREE of charge.

I appreciate a timely response to this issue.

Barbara Thomas [protected]

No Service date posted!

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9:05 pm EST
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Candlewood Suites bed bugs/scabies

I am sending this complaint because I stayed at the candlewood suites at the address above. The bed I slept in had bed bugs. I am having to go thru treatment to ensure I am treated for scabbies and bed bug bites. My arms, back, chest, and hands are covered in bites and scars. I am having to treat my clothes to make sure I dont bring the bed bugs home from the hotel. My treatment will have to continue for a few weeks to make sure I no longer have scabbies.

I believe I need to be compensated for this. I have videos of the bugs in my room

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9:17 am EST

Candlewood Suites customer service, cleanliness, equipment, attitude

Going on a fourth year of being a spire elite remember with over a hundred and fifty stays a year at IHG hotels. This was the worst stay in my life! Employee attitude and morale was at 0! Upon finally getting into my room 267 after having to work to damaged security doors I sit down to eat my dinner and Papa Roach decided to join me. Having not slept for 2 days I had to sleep with the lights on. It was too late to check out and find another place.

In the morning I was running late and called the front desk to ask them what time is checkout was. They said 12:00 noon. I said I'm going to need another hour. The front end desk told me I can give you a half hour because we are booked. I told the receptionist that I am a spire elite remember Iand should be able to stay extended without even thinking about it. I was told that the next spire remember is waiting to get into my room. First of all I know how many Spire members there are. Second of all there were merely 15 tires and the whole parking lot at 7 a.m. and for a hotel that has over 300 rooms, that's just plain b*******.

So I bought Papa Roach to the front desk on my way out of that dump and was extremely extremely courteous to the front end people as I had no idea who I dealt with on the phone and neither did they. I had the roach in my business card and then wrapped in a plastic bag. And check this out! The girl at the front desk took the plastic bag and said oh thank you I will give it to maintenance! Not sorry! Not let's make this right! Not even a hint of remorse! I wrote a letter that was included with the roach and my business card that stated I will be needing to throw away my wardrobe and my carry-on luggage as I personally know how roaches lay their eggs! I have not heard anything back from the hotel in 3 days. You can bet every penny in your bank I will be pressing this issue to the top. I am a public speaker and speak in many forms a month at high-end venues to buisness executives that stay at hotels while traveling. This blatant act of disrespect will be costing candlewood suites, and IHG hotels a amazing amount of money. My average stay per year it's about 190 nights. X an average of $200 ... That's close to $40, 000 on just my stays they will be messing. Now count the other 500+ people I will swing to other hotels and that number will just increase exponentially. I trust IHG hotels for their cleanliness, customer service, security, comfort, and easy access to my rooms. I've already called Hilton honors club and they will match my elite membership for 3 months to allow me to become a $40, 000 asset to them.

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10:12 am EDT

Candlewood Suites room was old and dated, extremely uncomfortable and overpriced for the accommodations

Steve Stoner
room 303
check in date 9/13/19
check out date 9/15/19
membership # [protected]
contact info Steve.[protected]@comcast.net

As stated above the room and facilties was worn and dated definatel;y not a $120 room for the Rocky Mount area. As a Federal retiree and Veteran I was extremely dissapointed and uncomfortable with the environment unfotunately I was in town for a funeral otherwise would have immeidately chewcked out. I'm requesting at least a partial refund, thanks

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11:17 am EDT

Candlewood Suites billing

I have a charge on my credit card ending in 1145 for $567.45.

I have called 13 times to find out who stayed in what hotel. Each time, I am told I need to know which hotel the charge was from. Do you not see the problem here? I do not know what hotel charged me as I never stayed at your hotel. Each time I call, all you do is the bare minimum and try to blame somebody else and pass me off to another terrible, worthless employee. Below is the info from the credit card charge... Do you see a hotel city/state? Neither do i.

Please reply back to me immediately with an explanation of how my card was used at your hotel. [protected]@primecomms.com or call me at [protected]

Lovering, stephen *1145
Candlewood suites candlewood suites
Transaction date 05-29-2019
Posting date 05-31-2019
Transition amount $ 567.45

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12:57 pm EDT

Candlewood Suites reservation was missing

I made prepaid reservation online through booking.com, which I am sure half of america and europe does use since rates are cheaper. Never had any issue in my life like I had with this hotel. We booked a suite in candlewood suites/harrisburg pa hershey. 2 adults 2 children, which I specifically called the day before our trip to confirm and it was confirmed with the front desk. The day we got to pa, I called the hotel for them to tell me I was moved to a sister hotel. I called there to confirm and they told me the room had only 1 bed, no pull put couch and no roll out beds, and they told the manager @ candlewood that they did not have a room to accommodate all of us in my party. I called back candlewood and not one person had any reason as to what happen to my reservation. I was told I made reservations through a 3rd party and the hotel had no phone # to contact me. But still no explanation what happend to my room. They had no iam sorry no let me compensate you nothing. Rude inconsiderate and very unprofessional. So my husband and I slept pn the floor and out the kids in the bed. Just to let you know over there that you all suck [censored] and I would never go back even if its free and I will def let better business bureau know you suck as well. Had to call a million times to finally get a refund that is still pending, lets see if that really happens now. [censored]

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3:28 pm EDT

Candlewood Suites room was not up to par

I spent Tuesday, May 7th at the Candlewood suites due to a flight delay at Love field in Dallas, Texas. I agreed to fee of $73 and was given a handicap suite. The fan in both living area and bedroom were both broken. The one in living area had knobs broken off and the one in bedroom would not turn off. I eventually unplugged them both as the temperature was very cold. Also the toilet would not flush at all. I reported this to clerk at check out, but she did not seem to either understand or care. I paid for the room the night before ($79.53 with tax) and had to catch shuttle to airport. I do not expect a complete refund, but feel the amount I paid far exceeded the quality of the room I received. I appreciate your time with this matter. My name is Vicki Setzler and my phone # is [protected]

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8:32 am EST
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Candlewood Suites company

I've been working for candlewood suites in Mt Laurel NJ since 5/23/18 my reason for filling a complaint is because I've been having problems at work multiple problems I went to my GM multiple times regarding the problems I've been having with 3 different room attendant that work for me I went to my GM and she said everything will be documented no action have been taking due to the problems on Wednesday 21 2018 I was at work like any other regular day I was cleaning rooms when I was called to the GM office when having a meeting with her she stated that she was doing a investigation and I was being suspended I ask why and what did I do my GM stated she had multiple complaint about how I talk to the employees which is not true and I was unaware of such accusation this is the first time I have ever heard of any complaints still confused as to why I was being suspended I asked for a copy of my suspension and a copy of the investigation report she told me no i asked did I need to sign she told me no I than asked how long I was suspended for she had no answer just I would be contacted she escorted me out the building like I was a threat she told me do not contact or call the hotel and that I wasn't allowed on property she told my whole staff they wasn't allowed to contact me or have any communication I left the job and went home my GM than called me on Friday 23, 2018 to tell me my services was no longer needed and that I was terminated I than asked her why I never had a write up I do all my work and more I do other people job and I was never warned of such accusations I just didn't understand I than asked again for a copy of the investigation report suspension and termination paper she told me that it was hotel property and that I don't need it I was wrongfully terminated with no real hard true evidence due to everything that's been going on with me personally I brought everything to my Gm attention her knowing my situation and my health problems I have been experiencing at work and all the complaints I been going to her with is why I feel I was terminated in due convenience I would like to be contacted

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Phone number

+1 (800) 621-0555

Website

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filthy conditions of the room
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