Candlewood Suites Hot Springs by IHG — Hotel in Hot Springs

We have stayed in this hotel once a year for the last five years and have always highly recommended it to others, if not on the website. This was the first year that we have been disappointed. We reserved a handicapped room since my husband has a prosthesis on his left left leg. He has to take the leg off to get into the shower and it is extremely helpful for him to have a handicapped shower. When we arrived there were no handicapped rooms available. They did try to compensate for this mixup by giving us a one bedroom suite instead of the regular suite that we reserved. My husband had brought his shower chair and was able to put it in the shower and get in and then take his leg off so we accepted this room. The next day we received two messages on our phone stating that we had to vacate the room because it was reserved for someone else and they would be happy to move our stuff to a handicapped room that was available. By the time we got back to the room and received the messages it was 6:00pm and we were supposed to be out by the 3:30pm check in. My husband went to the front desk to find out what was going on. My husband tried talking to a girl there but she would not come around from behind the partition to talk to him and referred him to the man at the front. She did not seem to want to talk to him. The man informed my husband that they had put the other people in a different room and that we did not have to move. This is the first time that we have felt that we didn't matter. My husband had talked to the same man who we believe to be the owner/manager of the property in the past and he was always friendly to us. This visit was much different and disappointing. First, to have reserved a handicapped room but none were available when we checked in. Second, to be asked to move out the next day after being told we could keep the room once we accepted it. Third, we were not recognized as Priority Club Members. Not a biggie, but have never been unrecognized before. Fourth, we stayed three nights but no one ever came in to clean or give us new towels. We stayed at another Candlewood Suites in Indianapolis the weekend before where we only stayed two nights but someone came in and cleaned up and gave us clean towels during our stay. I'm still hoping this stay was an exception and I will try to convince my husband to stay there again. If not, there is a Staybridge Suites in the vicinity that we may check...

This has been the worst hotel experience of my life. I stayed at this hotel in early March. When I returned home, that Sunday, I noticed 9 BED BUG rashes on my body. I called the Front Office and let them know that I would be calling the manager the following day and was upset. The next day, I was totally dodged by the manager. After being dodged, I was able to talk to an assistant manager the following day and assured me the room was shut off from any body and they were sending up a maintenance person to check it out. I asked to speak to the General Manager, but that never happened. The next day I was informed that there was no way Bed Bugs were in the room and there was nothing they could do. So rude, it was unreal. I then called the corporate office to escalate the situation. I was told that the corporate office will send a notice to the hotel to have an inspector come in and check the room and that the hotel would call me back within 48 hours. FIVE days later I had still not heard a single thing. I called back to corporate and they told me that it was not acceptable that they never returned the call or had the hotel inspected. They also said that they would escalate this further and it could take up to 21 days to rectify. I waited for 2 more weeks and then heard back that they had had an inspection and that there was nothing wrong with the room but they would give me 15,000 points IHG priority points for my trouble. I then learned that 15,000 points was worth 25 bucks and was shocked at how little this company cares about customer service. Not only did the corporate office insult me with this stupid "points' gift, they wanted me to call the hotel to better understand the situation. ME TO CALL!!! What a Joke! Please note that I have a PhD in Health Science/Human Disease and am qualified to properly diagnose a Bed Bug rash. Please never go to this hotel as it is the grossest place I have ever been to. I literally was eaten up by bugs and never once felt like it was the hotels fault for this whole...

We reserved a room for 2 nights. AC quit working the first night. The evening staff tried to fix the issue and when maintenance refused to come check the problem, we were moved to another room at 9:30pm (where we could only stay that night and would have to be moved

back to the original room after the ac was repaired—which would make us pack and unpack at least 3x) We move to the other room, and the toilet has urine and toilet paper in it. The sweet desk clerk came and personally cleaned the bathroom in the absence of the housekeeper. She was very apologetic. We asked for the morning staff call us as soon as the ac was repaired so if we still needed to move, we could do so early, so that we could go ahead and leave

the hotel for our plans. We never received a call. We left from the room after 12 for the front desk. Who I assume was the manager finally acknowledged that she was aware and knew about the issue and attempted to blame the evening staff. And said there was nothing wrong with the ac. Clearly it was since the reset button never worked. Breakers were fine, and the key things inside the machine did not fix the issue. The check our staff was not at all apologetic for the ac or the dirty bathroom. Offered no explanation... so we decided to check...