This was one of the worst hotesl I have ever stayed, and I travel a lot. This hotel started out as a disaster before we even got there. We booked the hotel about 1.5 weeks in advance, a day after we booked our hotel we realized that they allowed pets. We did not grow up with pets and we were bringing a baby and 2 toddlers who we were not sure if they were allergic. Once my sister saw the pet policy, we called to cancel our hotel because we did not want to deal with any allergic reactions since we have had them in the past. I was not aware that in their fine print it states that our payment was final, there's a box you check right before you pay. It is not clear so make sure you pay extra attention during payment. We called their corporate office and the local hotel over 1 week before we were supposed to check in but they refused to refund the money or move us to a sister hotel. They basically did not listen to us, it was obvious that all they wanted was our money. At a normal hotel you have up to 24 to 72 hours to cancel. We booked the hotel on their site just for flexibility alone. Their product is horrible if it weren't they would have given us the choice to cancel our stay as needed.
Needless to say, when we got there late Friday night, there was absolutely zero customer service. The whole hotel has a pretty nasty musty smell, it's a combination of old age, cigarette smoke, perfumes and air freshner all in one = disgusting. Our room was dingy, most hotels have white bedsheets, theirs was off white and ours had a nasty stain on it, it was either blood that couldn't get washed off or coffee stains, either way it was nasty. There was one trash can in the whole suite and they only clean your room once a week. If you need new towels, you need to bring your old towels downstairs to exchange them for new ones. I was not aware that this was an extended stay hotel.
All in all, I did not have a good experience. I was so disgusted that I checked out (I went to Holiday Inn Express on Loop 323 - so much better) the next day but forgot to call until that evening and they still charged me for two nights. I had no more energy to argue with them, they can keep my money for doing absolutely nothing for me. All I know is that I will never stay at another Candlewood Suite I don't care how affordable their rates seem to be, it's not worth it at all. Especially if you're used to staying at nice places with actual customer service...find another hotel.
Do not stay here if you're used to being treated well.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to relay your comments regarding our property during your recent stay. We are deeply sorry we fell below your expectations. Your comments are very troubling and will certainly be looked into. We’d like to obtain some additional details regarding your experience, so we have sent you a private message.
We look forward to hearing back from you soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.