Exceptional check in. Front desk manager was really friendly and informative. Had a very cheerful mood which was appreciated after a long flight. The facility was clean and comfortable. Checking out had a similar feel in friendliness and comfort. Would stay again.
Some OK features here: gym, well-appointed kitchens, and decent desk working space. But management has bungled things so badly here that the property is almost unlivable. They obviously have accepted (perhaps unwillingly?) homeless vouchers, so guess who your neighbors are while you're staying here for business? Instead of cleaning properly, Candlewood has their staff dump tons of deodorizer on carpets, especially in the common areas. I've never had any kind of "chemical sensitivity" and consider those who do to sometimes be hypochondriacs. After staying here I'm not so sure. The horrible deodorizer smell was so powerful in my room I became physically ill and had to crank up the HVAC to high, which was wholly inadequate because the units are undersized. Finally I realized that the windows were in fact operable and opened them as far as I could. This helped a little and for the rest of the stay I managed to partially flush out the deodorizer (and mold) smell by constantly running the fan on high.
Because of the awful sanitary conditions and presence of "residents", some of whom are obviously living there long-term, with potential mental health issues and criminal backgrounds, this dump is simply not suitable for any family or business traveler. It's really sad...they could be so much more than this.
Hello Gimmeshelter76,
Thanks for reaching out to us during your recent stay.
We’re supposed to be your home base, and I’m sorry we failed to make you feel like it this time. I understand your frustration with the room smell. I have also taken note of your comments and shared them with our hotel management. I know they appreciate you sharing your experience, and I am confident they will take appropriate steps so this doesn't happen again. We appreciate you for staying with us and hope you would consider staying with us again.
Kind Regards,
Dianne L.
Case Manager
IHGService
I worked 40 years in a service industry. You never want anything to go wrong, but if it happens on a trip then hope it happens here. The customer service is amazing!
My wife and I arrived around 11:30 pm and our room was not even ready because there had been... technical problems... during the day. The desk clerk and manager were great. They were apologetic without making any excuses. (That is SO rare these days! That is how to deal with problems!)
They kept us informed while they ran around checking units. They got is in a (better at the same price) room in about 45 minutes. We were tired, but they were really good about dealing with us.
When the room was finalized, they gave us free parking for our entire stay as a way of saying sorry. That was great. Technically, I would have said it was not necessary, but I think it was appropriate. It showed they were not going to do the minimum needed!
On top of that... they gave us a free fruit basket the next day. WOW! Way over the top. I was almost embarrassed to enjoy it...!
I wish other hotels would take customer service lessons from these people!
Accommodation was clean and tidy on arrival. We are travelling as 3 so we made use of the sofa bed which was terribly uncomfortable. We found the sofa bedding but there was no duvet, when I went and asked for a duvet at reception the guy behind the reception had no idea what I was talking about. We had to wait till the following day to speak to housekeeping. The accommodation does not get get cleaned during your stay unless you stay longer than 7 days and therefore by the end we had over filling bins. We did ask for them to be emptied which we where promised but never happened. Extra towels where available from reception but again we ended up with a pile of damp towels in the corner of the bathroom.
Suite is a little dated and needs a refresh and therefore a little pricey for what it is. Location is great and Uber less than $10 per trip to Disney or Knotts Berry which saves on parking fees.
Hello 18Kel,
Thank you for taking the time to review your stay with us. I am very pleased to learn that you found our hotel to be clean and location convenient to Disney and Knotts Berry. I'm sorry that the sofa bed was uncomfortable and that our staff was not able to provide you a duvet for the sofa bed.
I have discussed the situation with hotel management and I know they appreciate your sharing your experience and am confident they will take steps so this doesn’t happen again.
Even though your stay was not spotless, I am still thankful to you for choosing to stay at our property and we'll look forward to hosting you again.
All the best,
Dianne L.
Case Manager
IHGService
Overall condition of this property is slightly tired and could use a makeover. Location is very good and we enjoyed the 24 hour coffee machine and free use of laundry machines. Staff ranges from very capable and friendly to that of a bit undertrained not knowing what they are doing. Upon return home we discovered an unauthorized charge to our credit card. I notified the staff and was promised a quick credit but it is still there.
