I booked a room with a king bed on the Candlewood Suites website. I did not use a travel site. I called while on my way to say that I would be checking in late. The clerk said it would not be a problem, so I assumed I would receive the room I booked and all would be well. When I arrived weary from my travels at 1:30-2 am, the desk clerk had me sign check-in papers and went through the whole check-in process. He was very polite and informative so things started off well.
We got up to our room and the room had two queen beds. I called the front desk to say that I had been given the wrong room and the clerk, who was again very polite, informed me that they didn't have any more king rooms available and that there were only 6 total king rooms in the entire hotel. He said that just because you pay for and reserve a king room doesn't mean you will actually receive the king room. This is absolutely ridiculous. The clerk appropriately discounted the room to the rate I would've paid for a two-queen room.
The next morning, because I arrived so late, I was running behind. I called to request a late checkout at 11:30 instead of 11, which is given as an option in the hotel guide inside the room, and was initially told that they could not allow me to stay later than 11 because they only had housekeeping until noon. How is that possible when check-in time is at 3 pm? While I was running around flustered and feverishly trying my best to get out on time on my ONE VACATION IN TWO YEARS, the front desk person called back and said they would go ahead and allow me to stay until 11:30 and that housekeeping would just work on my room the next day. When I left, I saw no signs of any housekeeping staff on my floor.
Additionally, while the overall appearance of the room is nice, it was obvious that some of the furnishings were rather cheap and that not everything was finished properly. The toilet seat was the thinnest, cheapest seat I've ever sat on, the paint was uneven near the baseboards in the bathroom, the tile in the bathroom had not been filled with enough grout and appeared filthy, the toilet paper was thin and scratchy, the pillows were too squishy, etc. I did appreciate that the room came with a kitchenette complete with pots and utensils.
While the staff was polite and respectful, it seems that the operations of the hotel could use some work, and maybe the rooms, too.
- Official Description (provided by the hotel):
- We are conveniently located off I-29 at Exit 50 making it a convenient choice for both business and leisure travelers. The Candlewood Suites is also in close proximity to the following major companies, Boehringer, Heartland Health, Herzog Industries, Johnson Controls and Triumph Foods to name just a few. We have everything you need for a productive business trip in St. Joseph MO. Whether you're here for a short trip or an extended stay, we provide everything you need. Our services include a 24-hour Fitness Center, free parking and free guest laundry facilities. The hotel is equipped with a 24-hour business center and each suite includes free Wi-Fi access and spacious work area. Furnished for comfort and daily living, the suites at the Candlewood Suites have plenty of space for relaxing, entertaining, or meeting with colleagues. Our full kitchens have the amenities you need to get you going in the morning and to make your evening complete. Our outdoor Gazebo and grilling area will help you relax and unwind after a long day. In need of a quick bite to eat be sure to stop by our 24 hour Candlewood Cupboard that sells value priced items. ... more less
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