Candlewood Suites Mooresville/Lake Norman,NC by IHG — Hotel in Mooresville

FIRST LET ME SAY, I am posting this on behalf of a relative that could not do this on his own. ||I would like to address my experience regarding a reservation at this location, specifically related to the pricing and service I received.||Firstly, I called the local number to make a reservation and spoke with someone at the front desk. I inquired about a room charge of $85 for that night, and the representative confirmed that was indeed the price. I agreed to the reservation, and it was completed.||However, the following morning, an emergency arose that required me to cancel my trip, although I planned to reschedule for later in the week. I called the front desk again and was assured that my reservation was canceled and that I could reschedule at a later time.||When I checked my bank balance, I noticed a charge of $100 plus tax had been taken out, rather than the expected $85 plus tax. I called back and spoke with the front desk again. Sabrina Martin informed me that there had never been an $85 room charge and insisted that I was mistaken. I told her I had seen the $85 rate on the website, but she denied any knowledge of it.||Additionally, she claimed there was a 48-hour cancellation notice policy imposed by IGH Hotels. I challenged her by asking how they could impose a 48-hour cancellation fee when my reservation was canceled less than 24 hours later—specifically, only about 10 hours after the reservation was made.||After a lengthy argument with her, a relative of mine went to the location to address the situation in person. She encountered numerous falsehoods from Sabrina. However, due to my relative's persistence, Sabrina eventually agreed to credit my card and confirm a new reservation, though it was at the higher rate of $100.||At this point, I am out $200 because of this frustrating experience, which I attribute to the General Manager's handling of the situation. I later discovered that the person I spoke with was actually an Assistant Manager, not the General Manager as she had claimed—yet another falsehood from her.||Upon arrival, I discovered that the room designated as a KING ROOM was actually a QUEEN ROOM. This was yet another mistake made by Sabrina. Fortunately, the desk attendant working on Thursday, Maggie, was kind, professional, and courteous. She was more than happy to assist with the issues I encountered and helped me get redirected to a KING ROOM at the same price I had initially been given. When my relative arrived, she mentioned that she had spoken with Maggie and praised her for her outstanding service.||While the room changes were being handled, I noticed Sabrina mopping the floors in the lobby. She quickly came over to see what was happening at the desk and I informed her that everything had already been resolved. However, she insisted that I had requested a Disabled Room, which I NEVER asked for. After that, she walked away and returned to mopping the lobby floors, which honestly seems to be more suited to her capabilities.||Additionally, my relative observed that Sabrina was wearing the same clothes from the previous day and appeared very unkempt. This is not the image I would want for my hotel.||Lastly, I want to inform you that I have Parkinson's disease. While I do experience some limitations due to this condition, I do not appreciate having them pointed out by staff members. This feeling is particularly strong when it comes from someone who lied to a customer and seemed to be spending the night at the hotel.||As a Topper, I understand that the hotel is under renovation, but there were no provisions or discounts offered for that. Based on this overall experience, I would not recommend this...

FIRST LET ME SAY, I am posting this on behalf of a relative who could not do this on their own.

I would like to address my experience regarding a reservation at this location, specifically related to the pricing and service I received.

Firstly, I called the local number to make a reservation and spoke with someone at the front desk. I inquired about a room charge of $85 for that night, and the representative confirmed that was indeed the price. I agreed to the reservation, and it was completed.

However, the following morning, an emergency arose that required me to cancel my trip, although I planned to reschedule for later in the week. I called the front desk again and was assured that my reservation was canceled and that I could reschedule at a later time.

When I checked my bank balance, I noticed a charge of $100 plus tax had been taken out, rather than the expected $85 plus tax. I called back and spoke with the front desk again. Sabrina Martin informed me that there had never been an $85 room charge and insisted that I was mistaken. I told her I had seen the $85 rate on the website, but she denied any knowledge of it.

Additionally, she claimed there was a 48-hour cancellation notice policy imposed by IGH Hotels. I challenged her by asking how they could impose a 48-hour cancellation fee when my reservation was canceled less than 24 hours later—specifically, only about 10 hours after the reservation was made.

After a lengthy argument with her, a relative of mine went to the location to address the situation in person. She encountered numerous falsehoods from Sabrina. However, due to my relative's persistence, Sabrina eventually agreed to credit my card and confirm a new reservation, though it was at the higher rate of $100.

At this point, I am out $200 because of this frustrating experience, which I attribute to the General Manager's handling of the situation. I later discovered that the person I spoke with was actually an Assistant Manager, not the General Manager as she had claimed—yet another falsehood from her.

Upon arrival, I discovered that the room designated as a KING ROOM was actually a QUEEN ROOM. This was yet another mistake made by Sabrina. Fortunately, the desk attendant working on Thursday, Maggie, was kind, professional, and courteous. She was more than happy to assist with the issues I encountered and helped me get redirected to a KING ROOM at the same price I had initially been given. When my relative arrived, she mentioned that she had spoken with Maggie and praised her for her outstanding service.

While the room changes were being handled, I noticed Sabrina mopping the floors in the lobby. She quickly came over to see what was happening at the desk and I informed her that everything had already been resolved. However, she insisted that I had requested a Disabled Room, which I NEVER asked for. After that, she walked away and returned to mopping the lobby floors, which honestly seems to be more suited to her capabilities.

Additionally, my relative observed that Sabrina was wearing the same clothes from the previous day and appeared very unkempt. This is not the image I would want for my hotel.

Lastly, I want to inform you that I have Parkinson's disease. While I do experience some limitations due to this condition, I do not appreciate having them pointed out by staff members. This feeling is particularly strong when it comes from someone who lied to a customer and seemed to be spending the night at the hotel.

As a Topper, I understand that the hotel is under renovation, but there were no provisions or discounts offered for that. Based on this overall experience, I would not recommend this...

My guests and I stayed the night of 7/20/24. Both rooms were given a late check out at 12. For one room, multiple housekeepers knocked on their door before 12pm which made them feel pressured to leave. The other room was gathering their belongs about to walk out of the door when there was a knock on the door. When I asked who it was, they stated "housekeeping." I opened the door while holding all of my items and informed them that we had a late check out. Angie, the front desk employee, stated as she looked at her watch "yeah, and it's 12:01." I let her know that as she could see, we were about to leave the room. And the other guests had left the other room with the late check out. ||After taking my belongings to the car, I attempted to speak with Angie regarding their policy and knocking on doors. Angie was incredibly rude, passive aggressive, and condescending. Her manager, Sabrina, was there and spoke in a calm, polite manner and explained that they do sometimes check on guests after a few minutes. I understand the housekeepers have a busy job and must strip rooms to allow them to be washed and the rooms prepared for check in, but how you speak to your guests is crucial. Having a good front desk employee can COMPLETELY change someone's experience and Angie ruined this for my guests and myself. My guests and I are either current hotel employees and have been in the past and have never rudely knocked on someone's door 1 minute after they were expected to leave.||I appreciated Sabrina acting in an appropriate manner and the 3rd shift male employee was very nice. The female that checked us in was very friendly as well. While I did not have the opportunity to meet other staff, Angie appears to be the bad apple of the group. And you know how the old saying goes..... one bad apple can ruin the...