Candlewood Suites
Reviews and Complaints

I booked reservation in July 2018 for my son's Army Basic/AIT Training Oct 23-27th, 2018. I called and talked to a manager due to the fact that the quote i got online vs phone was different, so asked to talk to mgr. The manager gave me the quote i received via phone which was like $322.00 for entire stay. I asked the manager if he needed my credit card to hold my reservation as it asked for one via online and he said, "no, you pay when you get here." I thought it was weird but I assumed he knew what he was talking about. Closer to leaving, i called to confirm my reservation as i had a weird feeling and was told that i had cancelled my reservation. I was highly pissed and asked to talk to a manager. I was transferred to Gabriel who stated that nothing she could do but call if something that came open, but she didn't. I called her few times to check and she stated nothing available. Yet i knew 2 parents who got rooms at same hotel on base within days of traveling and luckily i found a Motel 6 that had a room available. I am very disappointed with the service i received and no one did anything about it nor did they seem to care especially when it wasn't my fault. Shannon [protected]

The room smells like stale cigarette smoke.
The fitted sheet had a stain on it. When I brought it to the attention to the front desk clerk, they simply handed me a sheet.
The cooling/heating vent is filthy.
The room has not been vacuumed. There is a beer bottle cap on the floor and popcorn kernels in the floor.
The remotes are so dirty, I don't want to touch them. Dirt is caked on them.
I've never stayed in such a run downed hotel.

My husband and I have discovered our card is being charged two weeks for a week because someone keeps forgetting and then charging for both weeks and prices have been inconsistent. When we checked in we were told the longer we stay the bill will decrease but we have been severely over charged for weeks and each manager has a different reason why and what amount we will be charged. They never told us they were "forgetting" to process our bill and then charging for both weeks. We noticed when we checked our account and noticed chunks of money missing when it was time to hand over our bank statements in order to buy a home. We now have to move out because they are draining our accounts and have to find a place to stay considering we are new to the area and it's looking like it'll be in our car as all of our funds are off balance since moving in here and one of the managers says well you were supposed to pay anyway so whose fault is it really?! Beyond disgusted! I have dealt with this with them for every week now it's been discovered and no resolve! No reimbursement but states oh you now have a credit but no refund. Who can I speak to. Tomorrow will be our 99th day here and we are about to be pretty much homeless because we have been paying bills and home cost as closing on our home has been delayed. We can no longer afford the inconsistency this place has offered us. Would love to speak to someone else (upper management) outside of this location.

Hi yes me and my hisbamd reserved a room last night we had to give $100 for a deposit cause we didn't have enough on our card then when we wentk this morning to pick it up she went to check the room and she came back and said that we supposedly smoked in it which we didn't so she wasn't going to return our deposit and I want to complain about iti i will be sueing this franchise I would hope that I hear back soom

I thought all Candlewood Suites followed the same policies at ever location. My complaint is with the Windsor Locks, CT. location and their pet policy. They are
discriminating against cats...cats are not allowed. I don't understand this. People who travel with cats rather than dogs also have pedigreed animals. They are not the run of the mill strays. We travel with our litter boxes and scratching posts as we are
responsible owners who not only want to make our pet comfortable but also want to eliminate any possible damage the pet may cause. The location in CT. that I previously mentioned will not accept a cat and offers no reason why. I fully accept the $75 pet fee which I assume is used for extensive cleaning of the room..so what is their issue? I travel to this area 2-3 times a year and need a safe, clean place I can take my pet.

I made a reservation for a suite for a family that was displaced from a fire that destroyed their home and all their belongings. This family has small children from ages 3 to 8. I was quoted a price and given a confirmation number. The family checked out of their original hotel to check into Candlewood. They moved simply for more room and a better environment for the children. Once we all showed up they were told they could no longer give them the room for said amount and it went up 30 dollars a night. The man behind the counter directed me to the so called manager and when I began to speak with her about my concerns and she saw how upset I was she quickly told me she was NOT management, she was over maintenance from her tag on her blouse. So, I was lied to straight to my face about who she was.When I requested to speak with management again, I was then told she was not on property, so I suggested she be called. I was given the run around about the pricing yet then told it was a employee mistake. So I suggested, "Like the mistake of being lied to my face about who was the manager?". The company wasn't even willing to stand behind their quote as a homeless family with children sat in the parking lot not knowing where they would lay their heads that night. The behavior and actions of Candlewood's employees and management was shameful, and cold hearted. I will NEVER refer anyone to this location in Augusta Ga on Claussen Rd ever again.

Have taken every step, other than moving into another room, which is a major inconvenience. Constant calls to front desk (6 calls and one very late night trip) about extremely noisy tenants in the room above ours. Was told by almost all but one employee that "We are sure they aren't doing it on purpose". We work 6 days a week and get to bed at a decent hour, around 9pm. Noise continues until 11 to 12. Sounds like an Great Dane chasing a giant rubber ball. We work for Ace Electric Inc. from Valdosta, Ga. We have offices all across the south and travel the country. If we do not receive any response to this complaint, we will recommend to our company to no longer use Candlewood suites. We understand that it's not good for business, but when someone is working for your money, then they should act like it. All front desk employees that work at 6611 Whittlesey Blvd here in Columbus, ga (with the exception of a woman named Cynthia) does an extremely poor job. She is the ONLY employee that made contact with the tenants of that room and requested they keep it down in the late hours. She later says that she was reprimanded twice for her actions in the recent past. Personally, she is the ONLY one qualified to work here. At any given time, we have hundreds of Employees staying in Candlewood suites across this country, for months at a time and sometimes up to a full year.
Email: [protected]@gmail.com

Date of incident - 7-24-18
Reservation number - 208741 (initial hotel stay June 23rd and now through August 15th.
Guests - Steven and Leslie Hollingshead

I am a Large Loss Claims Specialist at Nationwide Insurance. One of our vendors, ALE Solutions, made a reservation for our member and their family of 7 to stay at the Candlewood Suites in Southaven, MS (6753 Airways Blvd., Southaven, MS 38671, [protected]) until we can locate a rental home. This family has been through a very traumatic experience where they almost lost one of their children when a 65 year old oak tree fell on the house and through the child's bedroom during a severe thunderstorm. Two trees fell on this 3500 sf home while the entire family was home and it is now a total loss.

Today, I received a call from our insured, Leslie Hollingshead [protected]) advising me that Candlewood is moving them from their room to another room (and away from their children - college age). She said she spoke to Crystal last night around 8:00pm and she said everything was taken care of and they are booked through July 27th. When Mrs. Hollingshead left the hotel this morning, she spoke to JoAnn at the front desk and she told her the rooms have now been booked through August 15th. There was no mention from either one of these girls about having to switch rooms. Mrs. Hollingshead said Crystal was letting the General manager know (Holly Shives). Apparently, the GM made the decision to move them to another room.

I called the GM (Holly) today around 4 or 4:30 pm today to ask if they can remain in their same room. She was very rude when speaking with me and said she already discussed this with me a couple days ago. I advised her I have never spoken with her before or anyone else at this hotel regarding the Hollingsheads. She kept insisting I spoke to her. She said the type of room they are booked in is not a "long term" room and the maximum amount of time they can stay in this room is 30 days. She never mentioned anything about the hotel being booked up. I asked her if she was aware of the Hollingsheads situation and the emotional trauma they have gone through and she said she did, but it didn't matter, they can not stay in that room for more than 30 days. She said they will move them to another room. I asked her if she could make an exception considering what this family has gone through and not put them through any more inconveniences ad she said "no", "this is not a long term room". She then said to me again "I already spoke to you about this a couple days ago" and I again told her I have never spoken to her before and wasn't aware of this situation until this afternoon when Mrs. Hollingshead told me. She didn't believe me and insisted we already discussed this. I thanked her for her time and hung up.

I then called your customer care dept. and spoke to a woman (don't know her name and she didn't give me an incident number). I explained to her the situation and asked if she could do something to keep this family from moving rooms. She put me on hold for about 5 minutes and called the GM then came back on the line. She said she was sorry but there was nothing she could do. She said the GM said these rooms were already booked up. I advised the girl she mentioned nothing about the rooms being booked up, only that they couldn't stay in this particular room for more than 30 days. (and I forgot to mention, today is the 30th day).

I then contacted Mrs. Hollingshead back to let her know there was nothing they could do. She was very confused because both Tammy and Joann had already told her last night and this morning that everything was okay. My assumption is that the GM, Holly, took it upon herself to have them moved to another room.

I then called the Customer care line back and got ahold of another person, Tammy. Tammy was very helpful and confirmed that the GM could have left the Hollingshead's in the same room and put the new guests in the room where they were going to move the Hollingshead's. Tammy was about to called the GM when I received a text from Mrs. Hollingshead letting me know the GM spoke to her when she entered the hotel a few minutes ago and apologized and said they won't have to switch rooms. I let Tammy know and we ended our conversation.

I then called Mrs. Hollingshead back to find out what happened. She said Holly approached her when she entered the lobby and apologized and said they didn't have to move. She also said "Kristy Richardson (me) was causing a lot of problems and stirring the pot". She also told Mrs. Hollingshead that she discussed all of this with me a couple days ago. Mrs. Hollingshead said there's no way she spoke to me because Kristy wasn't even aware of the situation until this afternoon. She kept insisting she spoke to me and continued to say I was causing a lot of problems.

It's unfortunate that this had to happened when all the GM had to do was leave our insureds in their room. She has caused unnecessary stress to the Hollingshead's and myself regarding this incident. In the end, Holly did the right thing, but at what cost. She put undo stress on a family that has enough stress in their life as it is. I send a lot of customers to the Candlewood Suites when their lives our turned upside down by house fires or tornado losses, but I've never had any problems until today. This incident has now tainted my opinion of this particular facility. I also take great offense to the comments Holly Shives made about me to Mrs. Hollingshead. She was rude, unempathetic, unprofessional, and she basically called me a liar when she insisted to both me and Mrs. Hollingshead that she discussed this issue with me a couple days ago. I'm sure Mrs. Hollingshead would be more than happy to corroborate what happed today [protected]).

I have now spent the last three hours dealing with an issue that never should have happened had your GM done the right thing to begin with. I could have been helping my other customers instead of dealing with this issue. My purpose in writing this letter is hopefully to prevent something like this doesn't happen again with future guests.

Regards,

Kristy Richardson
Large Loss Adjuster
Nationwide Insurance
[protected]
[protected]@nationwide.com

I have pictures. The hotel is sold out so unable to move to a comparable room. Our room is beyond dirty. Dust, food, dirt everywhere. I have requested our room he cleaned tomorrow but if I was able to get another room I would. I stay with Candlewood but this is disappoint and I cannot leave as my son is racing and all hotels are booked. I have pictures and would like to send so I am not thought of as a problematic customer. I've never stayed in such a filthy room. Staff at front was great but I am shocked to be honest.

I spent 2 nights at the Candlewood Suites In Radcliff Kentucky for Knox I stayed there from June 1st Friday night I check out that Sunday June the 3rd Saturday night I come Back into my hotel room am I roam is dirty my best were not made and I still had dirty towels on the floor in the bathroom. I call the front desk and XY have it my room was clean and they told me that it only gets clean every 7 days there a different type of hotel they told me I really didn't understand what the lady meant by that because I stay there plenty of times is one of my favorite hotels but now is the worse I just don't understand why they could not clean my room or even give me tiles but eventually they bring me some towels up late on that Saturday night I'm just really disappointed in the service that I received at the Candlewood Suites in rack of Kentucky I will never ever go bet or refer anyone to this hotel I wish I would have got some type of refundor probly all my money back if I would have known that they don't clean rooms I would have went somewhere else I'm just really upset and disappoint right now about the service never heard of anything like that in my life. This used to be one of my favorite hotels now is the worse I will never ever go back only for anyone to displace very disappointed.

If you don't rent rooms to locals this should be told to the customer at the time of booking, not at check in time! Candlewood suites in vicksburg ms., whether it's thru your company directly or thru a booking agency! If you're doing business with a booking agency you should still be on the same page! I feel both companies are to blame! I booked my room on may 21st for may 24th! I arrived to check in the morning of the 24th to check in, and was told check in is a 3:00! I still was able to give all my information, drivers license, address ect.! Upon returning around 6:00, I was told there was a flag because they don't rent to locals! What! I was just here this morning, I said! The guy was new she said! So what, i'm thinking! There was a manager there with him putting in my information! I had guest from out of town for my daughters graduation that day, and thought it would be a nice place for them! I stayed there back in 2012 it was nice! I had to try and get another room last minute, thank goodness comfort suites was able to accommodate me last minute, especially with graduation going on! OMG! What if I wouldn't have been able to get a decent room for my guest! Bad business!

So I wake up this morning and go to the bathroom and I feel something wet hit my head. I was confused so I look up to get it straight in the face. I think someone above me didn't have great aim and it came down through the vent. How disgusting! It is pouring out and right onto my toilet. I normally stay at the Homewood Suites while I'm here but learned that this was a newer hotel so I thought I'd give it a try. Needless to say that this experience has not been a pleasant one.

Locked us out of our room accused us Not telling the front desk we had dogs when we were constantly Getting our keys fixed everyday! We also checked in with dogs and all the other clerks saw them even said they were cute! He was condescending And made us feel like we didn't have a right to stay threatened us over and over multiple times to kick us out! Refused to tell us the supervisor / managers name! said we had to go down stairs and get a Business card If we wanted to know their names! Then after the 3 or 4 time I asked he finally said in a rude voice one woman's name! What if I was in a wheelchair or sumthing he would make the person go all the way to the lobby her a name really! This is by far the the worst of the worst when it comes to customer service you should not promote being a friendly or pet accommodating hotel This was a horrible end To our vacation we planed to spend with family and friends! Thank you Candlewood suites For ruining my vacation!

front desk clerk name tre was very rude. He took forever to come two front while he was on the phone jus lookin @ me.
told customers that were sitting in lobby i made an remark about them drinking beer in the lobby .
He lied & threw me in a cross fire accussing me off such bs that ive never said. that was very unprofessnail.
The day before that he threating me on his girlfriend job. while he & his girlfriend was smoking weed.

This hotel boasts about being pet friendly and upon check in we were told about 70 percent of the guests have pets and the staff all love pets. They give you a magnet at check in and tell you to place it on your door so the staff know which rooms have pets. They let you know you'll need to remove said pet from the room during housekeeping which you'll get weekly on the anniversary of your check in date. Sounds simple. What they don't tell is that if that magnet is on your door at any point during the day your room is scheduled for housekeeping, your room won't get cleaned. The housekeepers don't even have to knock to offer services if the magnet is on the door. If you try removing the pet and magnet and housekeeping has seen you go in or out of the room with said pet at any time during your stay they won't clean your room. Management backs the housekeepers saying it's because they could be scared or have allergies. No matter what you do they won't clean rooms where pets stay. Seriously?! You charge people a pet fee and then expect them to live with a dirty room because they brought a pet. I've talked to others staying here and it's only guests with pets who can't get housekeeping to clean their rooms.

Candlewood Suites Newport News VA. They have a housekeeper that is 67 years old and has no help with lugging laundry up and down steps. The front desk guy on 3rd shift should be helping however just sits there and does nothing. The poor lady was an excellent housekeeper, and was running circles around the other girls. The push overtime to the next check so the owner does not have to pay overtime. Horrible. The housekeeper checked on us even when we didn't need anything and was always social and polite in the halls. It is unfortunate that this country has come to situations like this where a 67 year old woman is running around making up for the others shortcomings. Hopefully someone can help her, its a shame, and we think about her everyday since our stay.

These guys are horrible people, they screwed up the first day, two couples had to stay in the same room with kids. We had to sleep on the floor.
The lady promised they will have it fixed the next day.

On Saturday, September 3, 2016, we were at a wedding party around 11pm when the hotel called and told us they made another mistake and oversold rooms so we will have to pack our bags and travel 10miles to another hotel.

It is one of the most horrible things that ever happened to us, the staffers were extremely rude especially the Manager - I will never ever recommend him for a job after he loses this one.

Very bad customer service and we are still dragging our refund with them for the two extra nights they charged us.

Save yourself headache and book elsewhere.