Candlewood Suites Belle Vernon by IHG — Hotel in Rostraver Township

Worst customer service ever. We travel quite a bit and often find ourselves arriving at a hotel before the customary check-in time. Almost always the hotel will check to see if there is a room available and arrange and early check-in. At the very least, they are courteous and try to accommodate us as early as they possibly can.

We arrived at this hotel after a long trip to see our daughter in a performance at her college. When we walked in, there was nobody behind the desk. A moment later, a woman walked around the corner and headed toward the lobby door, then paused and said to us, "Did you need something?" She wasn't wearing a name tag or any type of uniform shirt, so we thought she was just another guest. I said, "We're just waiting to check in." She shouted to us, "Nope. Too early!" and then walked outside to light a cigarette. My husband and I were kind of dumbfounded at that behavior. So we walked outside and she was sitting outside the door and said, "My housekeeper isn't even here yet."

There were three other cars in the parking lot. I cannot imagine that there wasn't an empty clean room anywhere in the hotel, but this woman didn't even make an effort to check, offer any type of timeline, etc. other than "Nope! Too early!"

So we had to leave and go kill some time in the local area and go to our daughter's play without any opportunity to freshen up from the drive.

Here's the worst part -- upon arrival back at the hotel at 9 p.m. there was, once again, nobody at the front desk. The same woman we had seen earlier was passed out on the couch in the lobby barefoot. Not sure if she was sleeping or drunk or what was happening, but nothing seemed to disturb her. My husband snapped a photo because we thought, "Who will believe this if we try to let corporate know this happened." But the customer care link for IHG doesn't work at all and nobody answers the customer care line, so here we are. I won't post the picture because it's not my intent to embarrass anyone, but this was the worst case of customer service we've ever experienced at a hotel.

Aside from that, the room was decently clean. The bed wasn't uncomfortable, but it was small. Supposed to be a queen, but I believe it had to be a full-size instead.

Long story short, go somewhere else if you want to be treated like a...

Do yourself a favor and stay somewhere else. The customer service here is terrible, and the complete lack of security is actually alarming. We arrived at 2:30pm to a sign and a phone saying to call if we need anything. While we stood there waiting for someone to answer/hear the phone ringing, we saw that everyone who's checking in already had their check-in paperwork printed and ready to go, with the keys set on top of each. Full names, addresses, last 4 digits of credit cards, VIP level, dates of stay, room number, all of it. No one answered the phone and no one came from the back. Anyone can walk in and see it all, even grab the paper off the desk and just walk out. Except DURING check-in (i.e. after 3pm), anyone at all can stroll into this hotel, right through the front door, do whatever they like, and no one will know until long, long after they do it.

The front desk person finally walked through the front door at 3:05pm. The elevator doesn't work, so we asked if there was a room on the first floor. They said they didn't know, said "um" a few times, looked at an obviously blank piece of paper, and said, "Nope, we have nothing on the first floor." They refused to actually look anything up. We were already on the hook for the night due to their cancellation policy, so we were stuck hauling our stuff up to the third floor anyway and I think they knew it.

There was a hand-written sign stating the power would be out "starting at 7am" the next day, so I asked how long it would be. They said they didn't know. I asked who I should talk to to find out, and was told, "I don't have a manager." I came back when they were a little less busy and said I just needed to know because if I won't have power all morning, I have to go somewhere else, but if it's a brief outage it's no problem. I just need to know so I can plan. They gave me the number of a district manager who had no idea what was going on. He basically told me to call the power company. (I have no idea who the power company even is, I don't live here... I'm in a hotel.) Front desk still stonewalled me after that, so I tried calling IHG but they were predictably useless.

I will say, the hotel was surprisingly clean for how poorly it seems...

Just spent an hr trying to connect to internet

Nope not happening

stayed at this hotel in January 2024 and my manager booked me here again after I told him not to. I was not aware it was the same hotel until I arrived. I arrived on 10/28/24 and checked out on 11/26/24 Let me begin by saying I travel for my company 365 day a year, minus holidays and vacation. I love staying with IHG hotels. Candlewood suites in cranberry P.A is my favorite hotel to stay at followed by the Candlewood suites in Washington P.A That being said WOW and I do mean WOW The Candlewood suites in Belle Vernon is a complete disaster. Upon arrival I spotted a carboard box in the parking lot and it was still there when I left .Trash in the bushes POOR handicap parking. The grills do not work. They were exactly the same way I saw them in January. NOT WORKING. I spoke to a gentlemen from the front desk about why they were not working and was told no one uses them, only in the summer, that weather had been beautiful at the time while I was there.2 Towels Hand towels and wash clothes and was told they only clean the rooms once a week and if I needed more I could bring used ones down and replaces them. After a few days I ended up with a very scratchy throat in the mornings and after a week I check AC filters in my room and found them to look like lint filters in a dryer(disgusting ).When I started my Dishwasher it didnt work. told front desk in morning. Came back after work and was told it was broke and it wasnt getting fixed. I spilled a drop of strawberry ice cream on the corner of my sheet, thats how I know my bed linen was not cleaned for the entire month I was there. I two dead bugs on a window sill in hallway that never got cleaned and on 2 nights at 4am I saw a cockroach on my counter by the fridge. I looked on google reviews and concur with a lot of these findings. I have multiple pictures of things I found wrong. And last thing is how slow the internet is. no matter what time of day or night. I have pictures of all the...