Candlewood Suites League City by IHG — Hotel in League City

First, I have stayed at this hotel many times so this experience shocked me to be honest. Check in went the norm minus the staff not listening to me and continued to get and charge my card, which was later flagged for fraud due to multiple attempts from the same location within moments of each transaction. This left me without my debit card whole traveling on business, not even the worst part. Next, I went to my room which was cold, this area of the country was experiencing colder than normal temps so I went and asked how long for the heat to come on, I was told 20 minutes. Over an hour had passed and I called down and told them I wanted my room changes if it did not heat up to which she responded by asking if I knew how to set the thermostat. The night went by and I was not given another room and froze in my room with temps of 36 outside. The fire alarm goes off at 5 am qirhout any explanation from management. I call the next morning around 8 and ask when they are coming to fix the heat and I was told that he didnt know anything about the heater not working but would get someone there. 4 hours for by and I call down again to be told that he had already come and repaired the heater, No he had not. After doing back and forth he finally sent someone to the room and the entire unit had to be replaced, no word from management. I go down on my way to my appointment and ask what was the issue to be told that the staff had called me the night before and I declined to change rooms. I asked to see the length of this supposed call or video of her speaking with me and he showed me something in his phone that showed nothing. I tried to discuss it with him further asking if it made sense that I would choose to freeze over changing rooms, what I had asked for, and he said he was sliding with his staff and would not discuss it further. I am a cancer patient at MD Anderson hospital which is next door to this property. It makes zero sense that I would choose to freeze and then continue to call asking to have it repaired. This manager acted in an absolutely unacceptable manner. I was appalled at how he spoke to me and implied I was lying about the situation. This staff member never spoke to me and offered to bring me keys to another room, I dont care what she wants to say to cover herself. For management to act that way towards me, especially as an I'll patient was admonishing. I do not recommend the property and cannot change my decision until management addresses this with a much...

We arrived at the hotel near midnight on Friday January 15th for a lacrosse tournament in League City. We received our keys after a short wait only to get to the room and the keys not work - we returned to the front desk and were told that the batteries in the door unit were bad and they would have to manually let us in - we waited 10 minutes before we were led back to the room only to discover that it only had one bed although we had reserved a room with two beds. We were led back to the desk and given keys to another room (that had only one bed and a pull out sofa but no blankets and only one pillow) and while there 4 other guest came to the desk because their keys were not working as well. We went to our new room only to discover that the keys did not work again so we had to return to the desk where we were told we would have to be escorted and manually let into the room once again, but we were then forced to wait while 3 other people were checked in before being taken to our room. We finally gained access to our room at 1:30 and our son had a lacrosse game at 9 AM the next morning. The thermostats did not work properly and our room was very cold through the night. The next day I approached the desk and spoke with the general manager about our experience and he apologized and said that he would compensate us for the inconvenience and delays as well as the climate control - however when I received my bill on Sunday before check out it had not been adjusted at all. I went to the front desk where the manager who was very rude and seemed as though he did not care about our inconvenience indicated that we were not going to receive any adjustments. After insisting that I be allowed to speak to the general manager again he called him and then informed me that he had put 2000 points in my IHG account (really!!). They never provided us a two bed room which we reserved, never provided blankets and we had to swap towels out at the desk. The front manager was very rude and had virtually no customer service concerns or skills! I only gave each area a 1 star rating because it required that as a minimum. If I could give a negative score I would give it negative 5 stars!! Do yourself a favor and avoid this hotel...

We stayed at this hotel from 6/18 to 6/20, we literally only used it to sleep since the hotels out by the beach were sold out. It was by far one of the worst hotel experiences we have had. The moment you enter the hotel you get hit with a strong mildew smell, it seems like they mop this area often to mask this smell with bleach and fabuloso. The reason for my poor review is just for the room itself, we stayed in a double queen room and when we entered that room that mildew smell got even stronger. It almost seemed as if they had attempted to clean the carpet and it didn’t have time to dry, so the stench of that room just sat there. We tried to open the windows but it only opened to about half inch so it didn’t make too much of a difference. My next issue was the bathroom, it just didn’t look or felt clean. I understand when a hotel has to make repairs, or just does quick fixes but the bathroom looked really gross when it looks like they had attempted to fix things with silicone and parts of that silicone were already turning black. The cabinets are peeled, cracks on the floor in the bathroom, the toilet seat is wooden and has stains on the bottom of the lid, there are some questionable stains on walls, I can go on and on but it’s just not candlewood quality. It honestly felt like a cheap motel on the side of the freeway, and it is extremely run down. I really think the rooms need a deep cleaning and windows need to be opened to let that awful stench out. My husband is an elite member, so we used points for one of the nights but it was a waste of points as the quality of the hotel was not worth it. We won’t be coming back next time, and I truly hope you take our review to fix the issues that are wrong with your hotel. We didn’t have too much interaction with the hotel staff other than at the time of check in and they were fairly nice and friendly- so atleast that’s a good thing, but please address the terrible smell. Guests shouldn’t have to stay in a room like that, it is...