Candlewood Suites Houston NE - Stafford, an IHG Hotel — Hotel in Houston

We checked in on Thursday and left on a Sunday, 3 nights, 3 guests. I made the reservation in the beginning of June, we were coming down to tour a local school. The school was less than a mile away, that’s why we chose this hotel. Check in time 3pm, at 1:30 they called me to cancel my reservation. I’m 9 hours in my 12 hour drive to this hotel, they want to cancel, said the hotel is fully booked. I made my reservation in JUNE, but you are going to call me an hour and half before check in?? I explained the situation them and the woman who called me didn’t care after going back and forth with her she puts me on hold, then comes back on and says they can honor my reservation as long as I put the $50 deposit down on my card on file. Remind you, I paid in full with IHG points and the remaining I put on a credit card. I agreed to the deposit just so I had a place to sleep. They actually charged my card more than $50 Upon arrival, I asked about the charge being more than $50, the front desk lady said it was a mistake and that it will be refunded to me in 5-7 business days. Our shower didn’t looked like it was cleaned from the last guest, and our toilet was clogged. Our room only had full/double beds and I booked queens. I did not bring the bed issue up to hotel staff as I just thankful they had a room for me. We go to the front desk and tell them about the toilet, they give us a plunger we unclog the toilet and return the plunger. Friday morning about 7:30am I go to the front desk to ask for towels, there were only 2 sets, there were 3 guests and it was clear when I booked the reservation, there was no one on duty. I stood there for a bit until the lady walks in the front door from outside and asked if there was anyone at the desk. She knew there wasn’t because she walked around the desk and turned the lights on. I ask for the towels and I had to explain to her multiple times that there are 3 of us and not enough towels and wash cloths. She just happens to look down at a note on her desk and saysthat we had a plunger issue and until the plunger was returned they could not give me towels. I kindly told her (different lady from the night before) that we retuned the plunger. After going back and forth with her and explaining that I just traveled 12 hours from TN and I wasn’t going to steal a plunger! I told her I could take her to the room that it was retuned in! Finally, she scribbled out the note about the plunger and told me she didn’t have a key to the lien closet, only head of housekeeping had it. She would make a note for housekeeping. Friday we had a busy day so we didn’t get back to the hotel until 6:30ish. Asked about towels again, just another excuse. Still no towels. Got to our room, still no towels. Saturday morning about 8am I got downstairs for coffee and ask about towels. 3 other guests are in front of me complaining about towels. One guest was there since Tuesday and never got clean towels! The coffee machine was out of coffee, other guests were complaining about that. When I asked about the coffee I was told rudely that she (front desk lady) didn’t know how to change the coffee. When I asked for the coffee and I would figure it out. She spoke in Spanish to another lady standing on the outside of the desk and she changed the coffee ( but definitely wasn’t friendly about it) I told her “thank you” multiple times. I also asked about those towels (same lady from Friday morning) and she said “oh you still haven’t got towels?” The lady that changed the coffee told me the dryer was out and there was no clean towels. The little room where the coffee was with the snacks you could buy, was always dirty. Trash was overflowing, the counters were sticky. I didn’t even know they offered breakfast until Saturday morning when another guest told me about it. They were not offering waffles and when asked about it, the guests weee completely ignored. The breakfast room had trash all over the floor, the only thing that was offered was pop-tarts, danish, and apples. With a sign that says 1 per guest. Saturday night my card was hit again for another $50. Sunday when I checked out I asked about that charge, the front desk lady was super rude. She said she will refund it in 5-7 business days. We will see. I know most those guest “live” at that hotel but they could clearly see I was just staying for 3 nights and an IHG Rewards member. How about being a little nice to someone you know isn’t moving in. I guess they weren’t making as such money off me than they were from FEMA. Just stay clear...

Hello!

We came into Houston unexpectedly for the death of a family member. Being that this was an unplanned trip, we arrived to the Candlewood after booking our reservation while on the road. I selected the option for a late check in being that we were not going to be getting there until minimum 2:30AM. I reserved one bedroom for May 1 and May 2, checking out, May 3 in the morning. My reservation showed those dates booked so upon entering and providing my ID, name and showing him my confirmation number, the person who checked me in (Ayaz?) was absolutely rude. He let me know I could not check in as I did not reserve the precious night. I tried showing him my reservation and he would not allow me to speak. Very unprofessional as I too have worked in hospitality. I patiently would wait for him to finish but each time I would try and explain he would cut me off. At this point it was nearly 3AM and I was desperate for a room. I sat in my car frustrated and began to call the help line on my reservation. I was assisted by customer support for this company whom directed me back to the front desk to speak to the front desk team member who continued to inform customer support he could not let me check in. It appeared the conversation was tense. After speaking with her for nearly 10 minutes, he finally said he would check us in. He failed to mention the only elevator was out of service. We were not made aware of this until keys were in hand. This information is something that should have been made to us prior to check in in the events there is a disability that prohibits us from being able to take the stairs. In my situation, my brother who accompanied me on this trip does have a prosthetic leg. He is very active and will not allow it to limit him but he still gets tired from walking. Ultimately, we were tired and needed to get in bed to prepare for the heaviness the following day would bring. As we walked to the end of the stairs, I did say something out loud along the lines of, “well this bites.” The front desk member proceeded to follow us down the hallway to the staircase insisting he helps but we were not interested as he had made it so difficult to check in. He mentioned to me after the call I made to customer service that it was not necessary for me to do that. He insisted he could have helped me if I weren’t so difficult. By this point I had no interest or desire to see or speak with him anymore. I simply needed to get in bed as more important things were on my mind. After refusing his assistance 5 or more times the front desk member finally left us alone to get to our room. We were placed on the most upper level, which is okay but being that the elevator was broken, it would have been nice to have received a small discount for the inconvenience. Further more the hallway in the staircase reeked of urine, the exit doors (that require key cards) for multiple location along the hotel were left propped open as to make it to where anyone could come into the hotel. This area of Houston is not the best. It was appearing that people were partaking in drug use in the parking lots, people can he seen gathering in the back who appeared unhoused or disheveled. I am from Houston so I am familiar with the culture and the reality of what is our here but to not greeted appropriately by staff when checking in and to have a broken elevator, this stay should not have been this difficult. I have been dealing w the passing of my family member which is why I was unable to leave a review or complaint sooner but we will never be staying at another candlewood. Most difficult/disappointing/unhospitable stays I have ever had. I’ve been the manager at hospitality locations such as hotels, cabin/RV rentals, etc and hands down this one of the worst locations I have ever stayed at. We will not be coming back but for your future guests/visitors, I would have someone address these issues ASAP. Thank you...

My boyfriend and I recently moved to Texas in February. Since the move was unexpected and unplanned, we decided to settle in temporarily until we found a permanent home. Our stay lasted about three and a half months, and I can say it was a bittersweet experience.

The first person we interacted with was VJ, who initially seemed very kind. However, sometimes kindness can be deceiving. I’m glad we found a place to live during our last week there because the prices had fluctuated drastically. We were going to extend our stay but VJ said it would be $1200 for 2 weeks when the sign out front says $329 for a week and we were already paying $830 for 2 weeks. They always said that the weekly rate was for only 5 days but that still doesnt explain the extra $400 mark-up. Which kinda sounds like price gouging and would be illegal.

Additionally, VJ was having an affair with a man who lived right next door to our room. This didn’t help, as he was very intrusive about our activities but didn’t want anyone to know about their relationship. Numerous times, my boyfriend and I were intimate, and he complained that we were "arguing and yelling" and that it only happened at night. What should that tell you, right? I sensed he was waiting for the day we would genuinely argue, and unfortunately, that day came.

The night we had a real argument, he and his nosy friend came outside to confront me. I told them off since they were meddling in our business. The man then proceeded to call the police, claiming I was being "abused." Mind you, there were no marks on me or any signs of abuse at all, but he insisted he would get us kicked out and "show us who he was," as if his relationship with VJ gave him some kind of authority. A month later, we were still there, and his friend was kicked out the next day, which was amusing.

If anyone doubts my account, I have timestamps and dates for when VJ came out of his room. Not to mention, he woke us up daily with his loud phone conversations. VJ definitely has her favorites, and she adjusts her prices based on whether she or her lover likes you, just like she did with a high school robotics group that stayed there.

Overall, while the hotel itself wasn’t bad, the people made it a pretty unpleasant experience. It quickly turned ghetto. The other front desk workers were always professional and nice; they even knew what type of person our neighbor was, which is why his friend got kicked out. Unfortunately, I will not be returning. If you come here, I recommend not staying too long, or you might end up falling victim to the...