Candlewood Suites Bay City, an IHG Hotel — Hotel in Bay City

Review for Candlewood Suites ⭐

I am highly disappointed with my recent experience at Candlewood Suites. During my stay, I encountered a severe infestation of roaches, which made the room uninhabitable. I immediately contacted Expedia, who, in turn, reached out to the management team regarding my refund. Despite their attempts to resolve the issue, I have yet to hear back from the manager. This has been going on for over a week now.

I have attached photos of the roaches as evidence. There is no excuse for this kind of issue, and the fact that I am still waiting for my refund is unacceptable. No guest should be expected to stay in these conditions.

I was patient in giving the management time to address this situation, but it’s clear that further action is required. Candlewood Suites, please address this issue promptly. I would appreciate a resolution immediately, including the refund I am owed.

Dear Amanda Wallace,

Thank you for your response. I would like to address several inaccuracies and clarify the situation. My initial inquiry with the front desk about allowing my mother to stay was made before the roach incident and had nothing to do with dissatisfaction. At that point, I was simply considering leaving early because I no longer needed to be there for my mother’s doctor’s appointment, which had already been addressed.

The issue with the roaches occurred after this conversation. The following morning, after seeing a fourth roach crawl down the door, I decided I could no longer stay and subsequently requested a refund. It is misleading and inappropriate to conflate my earlier inquiry about my mother with the later pest issue. These were two entirely separate matters.

I also want to correct your claim that you were not notified of any issues until after the refund request. The night before, I specifically mentioned the roaches to the front desk clerk and asked if any spray was available. I was told none was on hand. This was an attempt to address the situation directly, which was ignored.

While I understand your explanation regarding “tree roaches,” it does not excuse the presence of pests in the room. Cleanliness and pest-free accommodations are basic expectations for guests, and this experience fell short of those standards.

Given the circumstances, I will file a formal complaint with the Better Business Bureau and escalate this matter to corporate. I appreciate that steps are being taken to improve, but the conditions I experienced were unacceptable. Furthermore, any attempt to misrepresent or twist my words in public responses is not acceptable and should be...

I was a guest for nearly 3 months; I could write a short story about my stay, but I will try not to. I will start with the pros: Very nice bed and pillows, excellent coffee and ice machine, roomy one bedroom suite with nice chairs, pleasant (non-management) staff. Now with the cons: Amanda, Steven, and Stacy (management staff) They were rude and very inhospitable. Also, they did not try to make the hotel a nice place for guests. The common areas were filthy most of the time, having only one broken, dirty grill to use, when at full occupancy. I heard many guests say they would not use it at all. It would be so easy to spray off the area every morning, the water spigot is right beside the gazebos. They don't mow the grass, but they weed eat it now and then. Terrible place for dogs to do their business. There was only one working washing machine until the last week of my stay. Half of the hotel had no hot water for 18 days, majority of the guests on that side had to leave. I was lucky on that front, as I had way too many belongings and food items to change hotels. Weather-stripping on interior doors is non-existent. I was on the first floor; bugs and spiders would walk right into our room; I witnessed it many times. Gnats were so bad, I stopped cooking and preparing meals in my room. The door to the outside did not shut, unless pushed, so it was open a lot of the time... in the Texas summer. Whew! I travel with a very clean and well-behaved cat. I cover all furniture as soon as I get in room to keep any hair from getting on furniture. I always think about the guest after me because I have been staying in hotels for business, over 30 years. This management, all three of them, wanted housekeeping to come into my room 3 times a week, regardless of my job duties, schedule, and my down time. I had to be there, get ready for them, and put my cat in his playpen. It was exhausting. They knew my room was clean, everyone was in my room at one time or another, but they kept making a big issue of this anyway. Dog-owner guests were begging them to do their room more than once a week because of smell and hair but they would not. My standards are much higher than this IHG hotel and management staff. Hopefully, the owner or IHG upper management will read this and address these issues. If so, it could be a 5-star rating from someone who knows what life on the road and hotel living...

We fell victims to a fire that claimed 100% of everything we owned in an apartment fire July 2019. Devastated to say the least. Renters insurance covered everything including to find us shelter until we found a home. The customer service desk workers were the absolute best I had ever witnessed! Easy to talk to about anything and with very interesting conversations. My hubby would always know where to find me once I had slipped from the room. And the front desk phone would ring every time. lol. I enjoyed the amenity of a free laundry room/weight and exercise room and the continental breakfast. Once or twice a week there would also be wine. Maid service respected wishes and would leave fresh linen and let me clean our room. We both appreciated each other for that exchange. The room was very clean and felt like home. Our kitchen area was the right size for the room and with dishwasher and food disposal. Nice. The fridge was a very size. The bathroom area, omg! The bathroom is what made me want to live there. Big and spacious. Whenever we ran out of anything they would quickly refurnish whatever we needed. Oh, oh, oh the in-hotel store had everything for short stays but was a little expensive. Outside provided bbq areas under a roof. Cozy atmosphere inside or out. I tell you, the best darn service I've...