"Lobby smells a bit like cat spray"
08/14/14 COFamily6 Colorado Springs, Colorado
This hotel was undeservingly rated really high on Priceline. We were more than disappointed. Thankfully, the rooms were nicer than the rest of the hotel, which didn't make for a good first impression. The lobby needs to be deep cleaned since there's a thick cat spray smell and the hallways are humid and not air-conditioned. The beds were just ok. Don't believe the high ratings. It was definitely over-priced. Even if we paid 1/2 as much, I would go elsewhere. But if you have no other good options, the rooms were at least maintained well.
07/20/14 GailSnyder Tampa, Florida
I'm a frequent business traveler. I found this hotel to be totally unacceptable. 1. poor internet service. Clearly, the hotel does not have the bandwidth to support a full house. Every evening the internet bogged down and was basically useless. I lodged quite a few complaints which were always met with varying responses from the staff. 2. Scented dryer sheets in the air conditioning units. Dryer sheets are considered toxic; inhaling air that has passed through a dryer sheet is quite toxic- not to mention immediately hazardous for those suffering from asthma and other respiratory issues. I suffered severe asthma attacks throughout the stay. 3. The staff is rude. A gentleman named Russ told me he knows it is against IHG policy to use dryer sheets to scent room- he told me they don't care. This Russ person also told us to get out of the hotel if we don't like it. 4. I repeatedly asked to speak with the GM. In fact, I was give three different names for the GM. I'm under the assumption there is NOT a GM.
"Customer Service Lacking"
07/07/14 jacky624 River Grove, Illinois
First off in looking at all reviews posted you would think I'd consider going elsewhere but decided to give it a shot. My friend and i stayed at this location recently and i couldn't believe the lacking of customer service this location has. Holiday Inn can get our business from now on. Where do these people train because they need people skills before interacting with anyone.
07/04/14 Vickeyloves Southfield, Michigan
I like this location loved the kitchen in the room like that it wasn't to far from the Chicago Premium Outlet I was little upset by the channel selection I loved that they offer free washing and drying the wifi was great and the hotel was quiet the staff was nice would come back to this location
"Customer service lacking"
06/23/14 K C Iowa
I've read some of the reviews pointing to customer service lacking at this hotel. But I figured "so what-I'm staying for the room and location, not service", so I pursued a reservation. I reserved a 2 bed room (thru the national reservation system. No problem. However, within 10 minutes, I got a call from a gentleman, only identifying himself as calling from candle wood suites in aurora. He explained a long-term customer had just extended his stay and could I switch to a 1 bed room. I said no and asked if I should make a reservation elsewhere. He said no, he'd figure it out. Two hours later, I decided I wanted to confirm my reservation. Called the hotel direct but was transferred to the national reservation area (unbeknownst to me). Explained the call I got from the hotel and asked if I still has a 2 room reservation. I was told yes. Arrived at the hotel at 930 and of course: only a 1 bed room available. While the desk clerk apologized, there was nothing to be done. I asked her to convey my displeasure to the manager and reluctantly took the room. Nice enough room, but beware if you are sensitive to smells. My room had fragrance sheets in the very loud air conditioning unit. Very disappointing experience.
"This may have been the worst customer service experience of my adult life"
06/13/14 ObjectiveWords Reno, Nevada
I was a guest at this property and as a member of IHG's Priority Club, I'd made reservations over the course of two weeks. This is something I've done for years and I never had an unpleasant experience until my stay at this property. I will not go through every detail, but simply hit highlights: I was told that I had to move from the room I was in because it was "not available." How is a room not available when I AM IN THE ROOM and have been for two days? After they already moved me once. So essentially they wanted to me move rooms two times during my stay. When I asked Luke Cowart, the Director of Sales why - his answer after about 20 minutes of being evasive or outright lying was something to the effect of "OK, we need the room for someone who's going to pay us for it. You're getting it free, just be happy." Luke's response to my inquiry about why I was being moved twice was the most unimaginable encounter I've ever had with someone who is supposedly there at the customer's service. He went so far as to try to tell me that I did not have the room type that I KNOW I reserved. How did I know? Because I picked their hotel specifically due to the availability of the room type I reserved. He tried to bait and switch me by saying I had another room type. He told me they had no record of me ever having the room type I reserved. I reiterated to him that I did. He continued to tell me that I needed to get out of the room by check out time because by check out, my key wouldn't work. And he told me to prove that I had the room type I reserved. (Apparently) unbeknownst to him, the property sends out confirmations when you make a reservation. So I still had the reservation send to my email address with my confirmed room type. I went to my email and printed it. I presented it to him. His response? He said "I don't want to see that. It doesn't matter. You can't stay in that room. It's already booked." I have never ever in all my years of traveling been asked to leave a room I was ALREADY IN. Never. Ever. As I saw that I wasn't getting anywhere with Luke Cowart, I called the IHG parent group for the hotel and they apologized to me as well as telling me that they cautioned him that he was being very short sighted in the way he was dealing with the situation. They could also see that someone at the property had modified the reservation after I made it. I would assume that Luke could see the same thing in his system. But I can't say that with certainty. I CERTAINLY know that his eyes could clearly see the reservation printed on the piece of paper that I printed right in front of him in his hotel lobby that clearly showed my room type. And I certainly know that he was the purveyor of the worst customer service experience I can recall in my adult life. To this day, I am amazed and disappointed that a hotel would treat someone who is using rewards points as a second class citizen. Someone earns loyalty/rewards points by being just that - LOYAL - to your brand. Loyalty points are not given out for free. They are earned by spending money on lodging with the brand. So why would a representative of this property act this way with me simply because THIS particular stay wasn't paid with new money, but earned due to loyalty and dollars spent over a long period of time? Why would Luke Cowart be so unhelpful and lacking in common courtesy that he never once even apologized for making me move rooms twice in one stay for a room I had clearly reserved? I have no idea what the answer to the question could be. I remain disappointed and all I can do is shake my head every time I think of how I was treated and how the front desk clerk witnessing our exchange looked on in embarrassment. Everyone else at the property was fine and I have no issue with the physical property or the rooms. It would be dishonest to suggest that there were any problems besides this one gentleman who chose to dismissing my piddly Platinum Rewards points as if I were a beggar. I repeat - this was the absolute worst and most unbelievable...I should say unbelievably bad customer service experience in my adult life. It was as if he was making it clear that he had no respect for me as a person or as a member of his brand's rewards/loyalty program.
"Worked for us"
06/09/14 fizzy8521 Dallas, Texas
We had a three night stay and it was just what we needed. Small kitchen with a dishwasher (important item), good beds and friendly service (even when we exchanged towels at 11pm they had them to us in 15 minutes). The hot water pipes do "creak" a bit but not to the point of saying something to the staff. Wi-if never "went down" and the rooms were quiet.
"they claim to be like home"
05/16/14 dphillips4832 Aurora, Illinois
my husband and i needed some where to go because our unit was being worked on. i chose candlewood, big mistake. when we first got there the place looks real nice they have a paper on the table that you use to write up any thing that is wrong. well this was tuesday 5/11/2014 we realised the was not working so i tried to call down to the front desk only to find the phone by the bed did not work. thank god there was one by the mini kitchen. i called down the guy came right up he could not get it to work either he told me he was going to go down and give maintenance a call and call me right back because they may have to switch us to another room. he never called me back i took my bath wrapped up tight and covered up good went to sleep i had to call down the next morning they could not fix it so they took it out and put another one in. to this day i still have not spoke to the manager. i called he did not call me back very rude and unconcerned that our entire first night was spent with no heat.
"Quiet, clean, good location in western suburban Chicago"
01/10/14 GoldieK Milford, OH
A late Dec. stay was as comfortable as previous one, though with below zero temps, ice and snow, I did not get to enjoy hiking the adjacent prairie trail. Room was warm, nice size for one, enough kitchen items to eat several meals there. I appreciate their full-size frig, and large closet. Comfortable bed. Room was not immaculate, but acceptable. Soundproofing is slim, but the noisy boys across the hall did not stay up late. Close to gas, restaurants, shopping and I-88. Easy back roads to my Geneva destination. Fox River Valley is enjoyable place to visit Will definitely stay here next trip..
"Fine stay for business in the area"
12/14/13 TravelinFamilyBoston Boston
Very nice suite, great service. Clean room with comfortable beds, plenty of towels. Microwave, fridge, small stove, modest but usable set of cooking and eating utensils. Location is very convenient if you have business in the area. The "Candlewood Cupboard" convenience store was nice, though they could have used a little more selection.
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