Candlewood Suites
reviews and complaints

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.

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.

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.

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.

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.

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]

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.

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.

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

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]

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]