Candlewood Suites Alabaster by IHG — Hotel in Alabaster

Two months prior I had reserved a non smoking room with two beds not near the elevator due to noise sensitivity. I was traveling with my 80 yr. old mom who has bad knees. All went smoothly until I opened the door to my room and immediately got hit with the smell of cigarettes. I had my mom wait standing in he hall as I headed back down to get another room. Apparently the room use to be a smokers room that was recently made a non-smoking room, but the Oder was very strong. That should not be given to non-smokers who are extremely sensitive to that smell and if the curtains were not removed or room painted that smell will never go away. They scrambled to get me another room and I asked the girl, is it the same as I had requested and she said yes. So I lugged my suitcases down a floor and my mother to find a queen bed in my new room. Tired of going up and down I called front desk from the room to tell them they gave me the wrong room and they tried to see if I wanted to have the pull out made up and I said no I that wanted what I requested two beds. We waited in the room for a bit and finally I get a call back that I had another room. The girl met us there with the key and once I get there it was right next to the elevator. Uugh....I told the girl I had been specific with my requirements 2 months prior when I made my reservation and I'm not getting what I asked for. It was obvious that they did not carefully look at my reservation because it was all on there. She said she had never received complaints from anyone who slept in the room next to elevator so I took it because at this point my mom was tired of standing on her bad knee. To compensate for the inconveniences we went through we were given two $5 coupons to the cupboard. I was too tired to discuss anything at that point I was done visiting wrong rooms. Front desk needed to look at the reservation to see if there were any specifics before having people running all over the place. That made me upset especially because there was an older...

Room was dirty. Hallway was dirty also. The big lazy boy chair was so close to the bed I could hardly get in on my side, there just wasn’t any room for that chair. My wife was with me so she was on the other side of the bed. The direct TV remote didn’t work as you couldn’t get the channel line ups. It was not a smart tv which all. IHG aligned places should have.

The soap dispensers in the showers were not filled with the correct shampoos and or conditioners they were all mixed up. No excuse for that.

Our room was at the end of the hallway and there was a garbage can in the middle of the hallway all afternoon and into the next morning and it smelled TERRIBLE. No one moved it, and even the house staff the next morning cleaning the room next to us never touched it.

I hooked up my iPad to the TV and in the back of the TV was a flash drive that said IHG on it. So I clicked on it through the TV and there were employment personal records on it including termination forms for employees that had been let go. I did give that to the front desk and it seemed they could have cared less.

The area for dogs on the north side of the building had nice signs but no cans to put the poop bags in. I imagine that people either didn’t pick up poop or put them in the garbage can that was inside the hallway!

Staff was not friendly, no thank you for being a IHG member, nothing. Just a terrible IHG facility. I spent 40 years traveling and this was in the top 5 of being terrible. We will never stay there or at a...

This property is infested with roaches. Last night I went to use the bathroom before bed and there was a roach in my sink. I kill it and go back into the room and another roach going up the wall. I kill that as well. It was very late and I was exhausted from work so I turned all the lights on and tried to sleep with the lights piercing through my eyelids all night. It seemed to keep the roaches away at least. I was supposed to stay tonight but First thing In the morning I go down and tell them to cancel today and check me out. I let them know of the roach issue. They know about it. Didn’t even offer a sincere apology. Just checked me out and let me go. I typically choose the Candlewoods over the HI express even though they’re nicer (there’s one right next door to this candlewood) bc they have kitchens and I like to cook my meals. I moved over to the HI express today and now have to cook my food on a little campfire stove out of my work truck instead of a real kitchen bc of the roach infestation. I’m on the road for work 90% of the week and it’s just a small joy I get to cook a meal in an actual kitchen and not on the run in my truck. The staff here knows there’s a problem, isn’t doing anything about, nor is even being sympathetic toward your guests- diamond elite or not. This is not the IHG way I’ve known of in all my years of travel. And this most certainly isn’t how I’m used to being treated as a Diamond Elite member. I will never...