Candlewood Suites Loma Linda - San Bernardino S by IHG — Hotel in Loma Linda

We have been always been booking a place here for over a year now.

the first time we stayed was great. staff did seem happy to help and rooms looked clean. at first though we had to turn on the electric stove by switching on and off the breaker. usually all the kitchen amenities was always supplied and when they weren't just ask the front desk.

but after every subsequent return to stay here, things started declining.

every time we would stay here, something would be off or missing.

housekeeping has declined also. anytime i went to check if we had any utensils it was either lacking or there was only one set of spoons and forks. glasses missing. i understand yes that some others do not take care of their stuff as their own therefore they do not care about any of that stuff. The top of the refrigerator is always dusty every time we have stayed here. the shampoos and conditioner bottles are never refilled and always empty. There has been always a lingering smell of Marijuana coming from other rooms.

Also there has been a lot of interesting individuals that wait on the side doors to be let in when someone leaves. If you stay downstairs on any of the lower floors the tenants that stay above you will stomp around like its a rave party.

6-28-2025 This was the last time we stayed here and it was horrible. im usually staying here for work and its close to where I work so staying here is usually the go to because of the kitchen.

i went to wash my clothes on Saturday around 2-5PM When my set of clothes was done washing I went to change them from the washer into the dryer and I put my childrens clothes in the washer. Literally only 45 mins went by, I came back into the laundry room and there was a cart with a bunch of clothes and dirty clothes everywhere in that room.

As I went to open the dryer, my clothes were gone!!!! someone stole my clothes!!! like what the heck! my childrens clothes were there still in the washer. Then this female individual came in and grabbed most of the clothes out of the dryer and left. As I went to tell the front desk there was this gentleman that worked the front while the lady working the front was talking to another customer. I told them someone stole my clothes and the gentleman stated he was at the other property and he would take a note for the manager to see it. Also the lady that was working the front desk stated she was the one that let that other lady into the laundry room cause they did something to get them kicked out of their stay in the hotel.

You would think that everything is safe since there is locked doors that require a keycard..... NOPE!! It does say that they are not responsible for lost or stolen items in the laundry room but even within that span of 45 mins of letting your clothes dry..... you cant even leave the laundry room and you would have to sit in a hot room or outside of it waiting for it to dry.

Monday came around since they told me the only one that could look at the cameras would be the General Manager, which their name is Tony. I still don't get how nothing can be done during the weekend and I would have to wait til Monday. I still called on Monday and asked to speak to the GM which I guess he manages Candlewood and Holiday Inn right across the way. It was the same gentleman that I spoke to on Saturday when my things got taken.

I left my name and number expecting a call back from the GM. up to this day not a call back or nothing. Horrible customer service. will not be staying here again. Do not rely on staff to help or the managers..... if any of your belongings get taken or stolen call the authorities and get a report since hotel staff wont...

Very Poor experience at this Hotel. Marco, the Front desk Attendant Calls my Room at 4AM. Saying that their Fire Alarm went off for my room. I asked him could he please come check the equipment and he refused to have anyone check the equipment, Mind you I had cooked earlier. Marco Said we had to leave and Had the San Bernardino Sheriff come to my room within 15 minutes of asking me to leave. I and been Complaint on the first call and said I would leave. So now I and my Guest were harassed by the Law enforcement while we were already on our way out. I went down to the front desk to talk with the Attendant Marco and asked him what happened. He stated "the fire alarm went of multiple times" when I asked him when this happened he was inconsistent and keep saying it went off early or went of so many times and kept changing the number. When I asked why did he not contact me earlier, Marco stated "I been calling you". We did not get a Single Call to the Room until 4AM and neither did Marco or any Hotle staff attempt to call my Personal cell number that I provided to the Hotel. Not a single call or attempt. When I asked Marco why I had not had a Single call to my Cell, he looked stright down to the floor and and said "Actually another Gueat made a Complaint, we have Guest that have been here for many months and if they Complain we will remove you from the Room". I cannot believe he said this and admitted this, came up with a bogus Story about fire alarms when I or my Guest do not smoke. This was a Terrible Scam For this Hotel to Please their "Long term guest" Complaint and just kick us out off of some Karen's Prejudice making a complaint. I was not offered a Refund of any type or alternative reimbursement and Marco smugly said that I should not try to talk with their manager as their is no way I would be Refunded. So if you ever stay at that Hotel, becareful, I guess their policy allows for any Guest to make a complaint and get someone kicked out at 4AM with no prior warning or alternate solution. Terrible service, stay away from this Hotel. The Holiday Inn Next Door has Comparable Price with Breakfast included, much better service, better security, Never had an...

I’ve been a loyal guest of IHG Hotels for years, holding Diamond Elite status alongside my husband. We’ve stayed at this location multiple times and generally appreciated the convenience and comfort. However, my recent experience was deeply disappointing and warrants serious attention from management.

Yesterday, I needed to print a couple of pages from my email to complete a time-sensitive work task and receive payment. I entered the lobby with request use the printer. Instead of being met with professionalism, I was confronted by a front desk employee whose behavior was shockingly aggressive and inappropriate.

She raised her voice, refused to let me use the printer, and threatened to call the police simply because I wasn’t yet registered. I calmly explained my situation and my intent to pay for a room, but she continued shouting, insisting I couldn’t even use the restroom or have a glass of water. When I asked for her name, she refused to repeat it, claiming she’d said it once already. She also stated that no manager was available.

This kind of conduct is unacceptable in any hospitality setting, let alone one that prides itself on elite service. Her hostility and lack of basic courtesy were not only unprofessional—they were dehumanizing. No guest, regardless of status, should be treated with such disrespect.

I previously left a 5-star review for this property, but I’m now forced to revise it due to this individual’s behavior. I strongly urge IHG management to investigate this incident, provide staff with proper training in customer service and conflict resolution, and consider whether this employee is suited for a role that requires grace and...