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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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1:47 pm EDT
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Candlewood Suites bug bites

On 5/25/13 my fiance and I checked in our hotel at Candlewood suites university center in charlotte NC our first night there we woke up the next morning with little small red itchy bumps on our legs and feet. We didn't think much of it and continued our stay and even extended our stay. We started to notice that more and more of these itchy little red bumps were showing up more on our legs. We decided to check our bedding at the hotel and everything seemed ok but on our last couple of nights there my fiance, his leg was just flushed with new red bumps all over his legs and I had new itchy red bumps on my feet and legs on areas that weren't there before! Might I also say we were in one room for 4 nights then checked into a different room the last 3 nights. This was a nice looking hotel but the cleanliness is not so clean here at this hotel! Staffs were friendly but this place does little housekeeping! I can say this much I don't think I'll ever come back due to bugs! Its just not worth it especially for the cost of this hotel!

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9:31 am EDT
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Candlewood Suites unauthorized charges

I initially moved my family in candlewood due my remodel. We had been given rates for two weeks. One week in, the lady at the front desk almost yells that I had a balance. She went on to say, at the front desk in front desk in front of others, that I had a balance and if I wanted to clear it now. I quickly went to the computer and printed my cc statement. She then goes on about she can only advise whats on her screen. After a 20 minute debate and cc education, I showed her auths for 7 days and her system reflected 2. She then advised she'll call the manager, he quickly pulled an auth report and told her all was well. Days later, we were now 4 days into the second week and I was having all these cc transactions. I stopped by the front desk and was told, I again had a balance. At this time, I'm over charged 3 days. After 5 minutes of debating the same computer, finance, cc illiterate clerk, I asked for the manager. You'd think he showed her how to resolve the issue at hand from the last time. So I was told, to come down in the morning and he'll be there. In the morning, he was there and told me he was sending a affidavit to my bank to release the 2 over auths and that he hadn't any vacancies and we'd have to check out. After being charged and subjected to such stupidity...no problem. At checkout, we concluded that it was now two charges and agree to disagree. Then the CLERK went on to register someone a room, after I was told they were booked.
Two days later, a cm hit my cc. On the third day it was taken off because Candlewood finalized the auths after telling my bank they wouldn't.
IF THEY OVERCHARGE ME...WHO'S TO SAY HOW MUCH THE MILITARY IS PAYING TO STAY IN THAT HOTEL. I guess I am still paying...just by tax dollars now.

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10:20 pm EDT
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Candlewood Suites hotel stay

Caters to smokers! Son's soccer team was placed in smoking rooms which were not properly cleaned and sanitized. Rooms and whole floor STUNK! Was overbooked so couldn't move everyone. Their solution was air freshner first night. Second night after telling travel agency they were giving us a new room was to take the room back and then reclean original room improving conditions but still smokers room. Ended up having travel agency move us to new hotel. Manager Aimee Burgunder never returned call regarding situation. Will never stay in one of their hoitels again. Will be requesting credit card company deny payment

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12:48 pm EDT
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Candlewood Suites false charge

Do not stay at Candlewood Suites in TImes Square. If it wasn't bad enough the staff tried to clear out our belongings while we were still checked in; then I saw a $200 charge on my visa bill. When I called to complain they accused me of breaking a table and not reporting. There was no broken table in the room I stayed in!
Visa says they will dispute on my behalf but that I'll probably have to pay.

I'm posting this so others can avoid going through this upsetting experience. It's quite a low quality hotel anyway.

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Sid123456789
Oceanside, US
Jun 21, 2011 1:07 pm EDT

We stayed in one in Jacksonville, NC. Their hotel had a nasty odor to it. This hotel accepts pets, however, they never explained the pet policy to us. We came back one night, around 9 pm, and we were told to find other accommodations. Funny, that morning we called to extended reservations and they didn't say a thing. They claimed our dogs were barking all day and night. Their staff was very unprofessional and their manager hid behind her staff, leaving before we had a change to talk to her. What makes it worse, I am in the military in a military town and this is how they treated me.

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10:15 am EDT
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Candlewood Suites unacceptably poor conditions

I was recently sent to Owasso OK for a three week stay on business travel. After staying for two weeks at the Candlewood Suites I checked out early and moved to a nearby TownePlace by Marriott due to the unacceptable conditions of my room at Candlewood Suites. I am a fairly tolerant person and one of the items alone would have been acceptable...all combined however led to my decision to leave early.

1. My coffee pot was missing a leg and wobbled...I spent over $1100 and assume they could afford to replace
2. The front desk was out of coffee twice contrary to company statement of always available as displayed on placard in my room
3. The Cupboard was locked with a sign that room keys would not work...I guess I'm not to be trusted
4. The thermostat in the bedroom was broken and would not work
5. Room was not cleaned until after I'd been there 10 days...and this after being told 2 days in a room that it would be cleaned...I ended up buying my own towels
6. When my room was cleaned I was not given a sheet on my bed...at 10PM on a weeknight I was remaking the bed to make it satisfactory for sleeping. I advised the staff when asked and instead of saying I'm sorry, we'll correct immediately, I was told they'd get it perfect next time. (This was the final straw and my reason for leaving.)
7. There was no light bulb in one of the lamps in the living room...I had to move one out of the bedroom and kept moving back and forth. Again, $1100 for my stay and you can't afford a light bulb for every lamp?

I would not recommend this hotel to anyone for any reason and Candlewood has permanently lost my business.

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11:42 am EST
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Candlewood Suites stay away

I asked for a late checkout for the following day . At 11:45 am the front desk called and asked if i was checking out, I explained I asked for late checkout last night. A few moments later the hotel manager called and told me to vacate the room because they were booked up. I told him I was waiting for my husband to get there.(20 minutes) He told me to wait in lobby. He then had 2 hotel employees come and remove me, my dog and all of my belongings to an unsecure lobby for everyone to see. I have never been so humiliated in my life. I spent $3000.00 at this hotel and had a reservation for another 14 days. If late checkout was a problem they should have informed me when I asked for it.

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Tonya126
Bronx, US
Jul 22, 2013 5:48 am EDT
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The same thing happened to me this past weekend at the Candlewood in Hanover Md.

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12:00 am EST

Candlewood Suites dirty hotel room

I have been staying at this hotel for some time. The room is supposed to be cleaned once a week, this is a laugh. I returned recently after being gone for 4 days during which time the room should have been cleaned. The room had not been cleaned. The bed was unmade so obviously the sheets hadn't been changed, the bathroom was uncleaned, the Kitchen also. No paper products had been replaced and no trash emptied. When I talked to the manager, his comment was that he had been in the room when it was being cleaned. So I guess making a complaint is a waste of time.
This is not the first time, in the past I have come back the on the "Once a week cleaning day" to no sheets on the bed, another time the dirty paper towels used by the cleaning person were left in the uncleaned sink in the bathroom. I have never seen any evidence that the floors have been cleaned in the bathroom, I clean them myself. Great Service O'Fallon, Illinois. If you like a clean hotel, this is not the one for you. Did I mention that many of the staff stand outside the front dooor smoking like chimneys...

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12:00 am EDT

Candlewood Suites filthy conditions of the room

My husband and I stayed at the Candlewood Suites in Bloomington/Normal IL for ISU's homecoming. We checked in on October 12, 2007. Upon check in we were advised our adjoining rooms were not available however we could have rooms across from each other. This was suitable to the other couple we were with who are elderly.

When we got to the room, it had a slightly unpleasant odor but not enough for us to want to move ourselves and the other couple. We called down to the front desk to see if they had some air freshner or something. The person answering at the front desk seemed to not understand our needs and offered to leave a message for housekeeping.

The beds in the rooms are approximately 6 inches from the wall on one side. Although not too much of an inconvenience for my husband and myself but a very huge problem for a couple in their 70's. Due to this, we missed a very unsafe and unsanitary situation. I was the designated "scoot over" person. When I awoke in the morning, I noticed a dried blood stain on the bedding. I immediately did a body check terrified I had some how hurt myself in the evening . It only took seconds to realize the blood was not mine. After waking my husband to get him out of the filth, I ran to scour my skin with hot water. My husband was too embarasssed to complain over the phone, he spoke to the front desk to alert her to the problem.

We arrived back 12 hours later in anticipation of a nap before heading out to dinner. It was apparent when we entered the room that the room had not been entered during our absence. We again complained about the bedding situation. It took an additional 30-45 minutes to get clean sheets at 8p.m. in everning. The girl changing the sheets was horrified to learn the stain on the sheets were left from the previous tenants and we had slept in bio hazardous waste. She stated she came in from another location and was appauled by the conditions of this hotel.

During this time, we were not contacted by the manager of the hotel although we were advised he was aware of the situation. We sent a message through their web site on October 14, 2007 providing the above conditions of our room and receive a very generic canned response that they strive to maintain high standards and the information would be forwarded to the district manager and owner. It has been one week and we have yet to hear anything from anyone.

Read full review of Candlewood Suites and 5 comments
Update by Patti Blatti
Oct 23, 2007 12:00 am EDT

My husband and I stayed at the Candlewood Suites in Bloomington/Normal IL for ISU's homecoming. We checked in on October 12, 2007. Upon check in we were advised our adjoining rooms were not available however we could have rooms across from each other. This was suitable to the other couple we were with who are elderly.

When we got to the room, it had a slightly unpleasant odor but not enough for us to want to move ourselves and the other couple. We called down to the front desk to see if they had some air freshner or something. The person answering at the front desk seemed to not understand our needs and offered to leave a message for housekeeping.

The beds in the rooms are approximately 6 inches from the wall on one side. Although not too much of an inconvenience for my husband and myself but a very huge problem for a couple in their 70's. Due to this, we missed a very unsafe and unsanitary situation. I was the designated "scoot over" person. When I awoke in the morning, I noticed a dried blood stain on the bedding. I immediately did a body check terrified I had some how hurt myself in the evening . It only took seconds to realize the blood was not mine. After waking my husband to get him out of the filth, I ran to scour my skin with hot water. My husband was too embarasssed to complain over the phone, he spoke to the front desk to alert her to the problem.

We arrived back 12 hours later in anticipation of a nap before heading out to dinner. It was apparent when we entered the room that the room had not been entered during our absence. We again complained about the bedding situation. It took an additional 30-45 minutes to get clean sheets at 8p.m. in everning. The girl changing the sheets was horrified to learn the stain on the sheets were left from the previous tenants and we had slept in bio hazardous waste. She stated she came in from another location and was appauled by the conditions of this hotel.

During this time, we were not contacted by the manager of the hotel although we were advised he was aware of the situation. We sent a message through their web site on October 14, 2007 providing the above conditions of our room and receive a very generic canned response that they strive to maintain high standards and the information would be forwarded to the district manager and owner. It has been one week and we have yet to hear anything from anyone.

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Lisa B711
, US
May 28, 2023 1:51 pm EDT
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I stayed at the Candlewood Suites was given a discounted rate of $55.00 per night plus tax. My card was charged $466.95.I left the hotel on a Sunday. They called the police, and charge my card $341.51, unauthorized over 15 times.

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Maggie wiatrek
Texas, US
May 29, 2023 11:05 am EDT

Couldn't get no sleep.

Banging noises. It first started like they were tearing up the carpet abd then floor. Something needs to check this out

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Gatsby Zhang
, CN
Aug 14, 2019 5:42 pm EDT

This is disgusting, I live in candlewood mount pleasant 8/7, the coffee machine is mildew, the cup is too dirty to drink. Even worse, when I get up next morning, a dead roach was found on my sheet! Candlewood is a good inn, don't let me down.

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James Flowers1
, US
Sep 20, 2018 6:59 am EDT

My company has booked rooms for several employees for a period of time. This more than likely cost around $10, 000. No breakfast. Prices in concession are way too high. And housekeeping is a constant no show throughout the week and never on weekends.

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ESG1
, US
Aug 20, 2018 9:22 am EDT
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Operations Manager Luann East Syracuse involved in CC fraud.Falsely claimed they couldnt process charge, cancelled reservation no charge. 20 minutes later charge for $6 MORE than the original fee showed up in my transactuons. Operstions Manager REFUSED to void transaction, said "too bad dispute with your CC company". Refused to provide name of GM.

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