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“Never again..............very inconsiderate staff” 1 of 5 stars
Review of Candlewood Suites Philadelphia / Willow Grove

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Candlewood Suites Philadelphia / Willow Grove
2.0 of 5 Hotel   |   250 Business Center Drive, Horsham, PA 19044   |  
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Ranked #4 of 6 Hotels in Horsham
New York
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
“Never again..............very inconsiderate staff”
1 of 5 stars Reviewed February 16, 2014

All went wrong from the time I checked in. I had requested a 1st floor room with making my reservations 2 weeks in advance for a pre-paid room and was given a room on the third floor. My reservations consisted a total of 3 days. The first two nights were first maid, then I decided to make it a third night and was told I had to checkout first and hen check back in. The bathroom sink was clogged. After my first two nights, I was told that housekeeping services were for every seven days. I had requested clean towels and I was told by the lady in the front desk that she would clean my towels for me. Totally unacceptable in my view. I have frequently stayed at Candlewood Suites and have never been treated this way. You really need to re-train your staff and remind them of customer service. Too too many choices of Hotels, to seal with all this.

Stayed February 2014, traveled as a couple
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Candlewood Suites Philadelphia / Willow Grove, responded to this review, March 6, 2014
Dear montefella,

Thank you for your review regarding your recent stay with us. It is regrettable you were not satisfied with the service you received. I would like to address this with you further. I have sent you a private message with additional details.

Sincerely,

Connie D
Case Manager
IHGCare
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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119 reviews from our community

Traveler rating
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    26
    19
    15
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (24)
Date | Rating
  • English first
  • German first
  • Japanese first
  • Any
English first
Syracuse, New York
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 stars Reviewed January 17, 2014

I am a 28 year old female and I haven't stayed at the Candlewood in Horsham in a few months but when i do come to the area i always stay here. Despite the front desk having a little attitude depending on the day.... depends whos working ( i work in retail .. I've dealt with worse) The rooms are beyond spacious and always clean! NEVER A SMELL. i love the fact that they have a flat screen on the walls and a full kitchen in all the rooms. I made a few meals there and they had every pot, pans and utensils i needed. The big fridge is a plus! The shower is clean and so is the bathroom. The bed is linen is always clean n fresh and sooo comfortable. A lot of parking and entrances.. very safe environment. A place for a family , friends, business, couples, or even alone. I see alot of NEGATIVE reviews on this place but honestly for the ones who are having a second guess about coming here THINK AGAIN this is the best deal in town and cleanest ESPECIALLY FOR A SUITE! :-)

Room Tip: Second floor is quiet the 1 bedroom suites and studio suites are better than the standard rooms t...
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  • Stayed September 2013, traveled solo
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Candlewood S, Director of Sales at Candlewood Suites Philadelphia / Willow Grove, responded to this review, January 21, 2014
September M,

Hello and thank you for taking the time to rate us on TripAdvisor!

We really appreciate the kind remarks you have, and we are so glad that you enjoyed your stay with us. Hopefully you will be able to come back and visit us again soon!

Thank you!

Tim Potter
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Long Beach, California
Level Contributor
72 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
3 of 5 stars Reviewed December 27, 2013 via mobile

After a red eye flight from the west coast, I was happy when my room was ready before noon. After signing my life away that I won't smoke in my room, I was greeted by the smell of stale smoke as I opened my door!
As I get an early check in, I didn't want to push my luck. When I complained in the morning , the manager promised to give me 1000 priority club points. The rate was very reasonable and the room was otherwise ok. Be forewarned, there is no food nearby, just some office buildings

Stayed November 2013, traveled solo
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Candlewood S, Director of Sales at Candlewood Suites Philadelphia / Willow Grove, responded to this review, December 30, 2013
Dear brucejkirch,

First of all, thank you very much for your recent stay at the Candlewood Suites. I am so sorry to see you did not enjoy your overall experience with us. We hope to have the honor of serving you again should your travels bring you back to Willow Grove.

Sincerely,
Tim Potter
Director of Sales
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
bangalore
Level Contributor
26 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
3 of 5 stars Reviewed November 28, 2013

I stayed for three nights on business. The good parts are their In room TV listings and internet. The suite had a non working telephone, iron box, dishwasher etc. if you are staying for less than a week, then no service is provided to your room. So no cleaning, no towel replacements, no replacements of coffee etc. There is no complimentary breakfast or evening snacks. Not sure what is their business model, but certainly not good enough to have me back there.

Stayed November 2013, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Candlewood S, Director of Sales at Candlewood Suites Philadelphia / Willow Grove, responded to this review, December 2, 2013
csknet,

First of all, thank you very much for your recent stay at the Candlewood Suites – Willow Grove. I am so sorry to see you did not enjoy your overall experience with us. We’d like to obtain some additional details regarding your experience so we have sent you a private message. We hope to have the honor of serving you again should your travels bring you back to Willow Grove.

Sincerely,

Tim Potter
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cleveland, Tennessee
Level Contributor
10 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 stars Reviewed October 14, 2013

I stayed at Candlewood for four months while working in the area. The staff and management did everything they could to make the stay as pleasant as possible. The two rooms I stayed in (moved from a regular room to a 1 bedroom suite after a month or so) were both recently refurbished, comfortable, and quiet.

The area has plenty of places to eat and shop, though not within reasonable walking distance. The area felt reasonably safe and had great trails for walking/biking that go right by the hotel.

My only minor complaint was the billing. They billed my credit card at irregular intervals, which made tracking the costs a challenge.

Would I stay there again? Absolutely. I hated to leave there and move to another hotel 30 miles away. If it wasn't for the horrific Philly traffic, I would still be there and make the drive everyday.

Room Tip: Stay on the top floor if possible and the west side of the hotel. All the rooms are reasonable quiet...
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  • Stayed October 2013, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Candlewood S, Director of Sales at Candlewood Suites Philadelphia / Willow Grove, responded to this review, October 15, 2013
Hello and thank you for taking the time to rate us on TripAdvisor!

We really appreciate the kind remarks you have, and we are so glad that you enjoyed your stay with us.

Hopefully you will be working in the Willow Grove area again so that you can come back and visit us! Thank you!

Tim Potter
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ohio
Level Contributor
32 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 33 helpful votes
4 of 5 stars Reviewed September 3, 2013

We stayed here Labor Day weekend and had a lovely time. We opted to stay in a one bedroom unit (102) so that Precious Angel could take naps or go to sleep while we were able to watch tv. I don't know if it was the renovation or the different room we stayed in, but we had many more dishes and it didn't seem wasteful to run the dishwasher. The staff was pleasant and friendly. The only concern we had while we were there was that someone kept propping the door open on the end of the building near our room with a convenient stone. It may be useful for the manager or staff to periodically check to see if there are stones being left around as props and also for them to check periodically that the outdoor doors are secure. The neighborhood is fine, so I wasn't overly concerned, but I did have to close the door about once a day. The bed was comfortable and had plenty of sheets and blankets. The renovated kitchen appliances all seemed to work properly for us. We had a great stay and we will be back.

Stayed August 2013, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Candlewood S, Director of Sales at Candlewood Suites Philadelphia / Willow Grove, responded to this review, September 5, 2013
Thank you for taking the time to write a review on Tripadvisor. We are glad that you enjoyed the extra space and the extra dishes that our one bedroom suite has to offer. I will be sure to share the kind words that you expressed with our staff. We look forward to seeing you again on your next trip to Willow Grove.

Sincerely,

Tim Potter
Director of Sales
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rego Park, New York
Level Contributor
18 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 stars Reviewed September 3, 2013 via mobile

I stayed at this hotel for one night with my husband. The location was a little strange, but once found the hotek was very nice. The room was spacious with everything that was needed and more. There is a full kitchen along with a DVD player and wifi. Highly recommend.

  • Stayed August 2013
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Candlewood S, Director of Sales at Candlewood Suites Philadelphia / Willow Grove, responded to this review, September 5, 2013
Thank you for taking the time to write a review on Tripadvisor. I am glad that you enjoyed to space of your room, the full kitchen, DVD payer and wifi. Thanks again for staying with us and we hope to see you again when your travels bring you back to the Willow Grove area.

Sincerely,

Tim potter
Director of Sales
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Candlewood Suites Philadelphia / Willow Grove

Address: 250 Business Center Drive, Horsham, PA 19044
Phone Number:
Location: United States > Pennsylvania > Horsham
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Wheelchair access
Hotel Style:
Ranked #4 of 6 Hotels in Horsham
Price Range (Based on Average Rates): $
Hotel Class:2 star — Candlewood Suites Philadelphia / Willow Grove 2*
Number of rooms: 110
Official Description (provided by the hotel):
Candlewood Suites Philadelphia - Horsham - Willow Grove hotel is nestled in SE Pennsylvania. We are a stone's throw from many areas of interest such as King of Prussia Mall, Valley Forge National Historic Park, Franklin Mills Mall, Philadelphia Zoo, Philadelphia Convention Center, Franklin Institute, Willow Grove NAS JRB, & Fox Chase Cancer Center.The Candlewood Suites Philadelphia/Willow Grove is the perfect choice for business or leisure travelers. Earn Priority Club rewards points for each qualifying stay. Our large guest suites offer the perfect amenities for your business trip, vacation, or relocation needs. Each room boasts a fully equipped kitchen allowing you to cook the meals that you love just the way you like them! Relax in your overstuffed recliner as you enjoy a movie from our free lending library. Work in comfort at your in-room desk while taking advantage of our free high-speed Internet. Can't bear to leave Fido at home? Bring him along! We offer a pet friendly environment. Visit our executive fitness center or do your laundry in our free machines. Visit the Candlewood Cupboard for a frozen dinner, ice cream, or late-night snack. It is open 24-hours! We are also a great alternative to a corporate apartment and offer a flexible pricing structure based on your length of stay. ... more   less 
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Also Known As:
Candlewood Suites Philadelphia / Willow Grove Hotel Horsham
Horsham Candlewood Suites
Candlewood Suites Horsham
Candlewood Horsham

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