Candlewood Suites San Antonio Airport by IHG — Hotel in San Antonio

Booked my second stay here with my family after a great first time experience. My first stay was by myself for 4 nights, everything went smoothly. I noticed how “family friendly” the place was and had no complaints, even about the kids playing upstairs all day until 10/11 at night. It’s kind of expected in a family friendly advertised hotel. However, my second stay was horrible. I, along with my husband and 1 and 3 year old decided this was the ideal place for our small family. Upon arrival, within an hour, the downstairs guest continuously pounded on the ceiling, though we were going about our business just unpacking and setting up for the evening. Even walking across the floor was apparently too loud. I tried to ignore it just hoping that they might be checking out the next day. Second day came around, same thing, even though we weren’t there most of the day and had only come back in the evening for dinner and bed. That guest Made a huge complaint to the front desk, Saying it was our fault for being way too loud and it disturbed her because she had a migraine. Apparently, she was booked out for the next year, so, The front desk made it seem as though we should be accommodating her, And basically tiptoe around our hotel room Or not try to be in the room as much as we can. It wasn’t as if my one and three year-old were having a wrestlemania, we simply couldn’t function normally. I had asked to be moved, But apparently the hotel was booked out All five days we were there. This was the one thing that made our stay absolutely miserable.

The pool is outside and is a bit dated and not filtered properly. We still used it. You are given 3 towels per king room, though we had four guests. We had to ask for towels a few times without receiving them and also had to exchange our dirty ones in order to have a clean one. Bring your own towels! Front desk staff is okay. They seem friendly in the morning half of the day, after that the staff don’t say much or seem like they want to be there. You don’t get an explanation on arrival where everything is, also didn’t tell me either time that guest laundry is free of charge which is an absolute plus!! That’s pretty Much the only thing nice about the stay. Everything in the front Shop is overpriced, somehow, I spent $16 on three Instant Ramen and a Powerade. There is also no breakfast, which would have been a plus for convenience, But the rooms do you have a small kitchen. However, you be lucky if you have everything you need to cook, And if you ask for it, you probably won’t get it.

Our room was Kind of rundown, Blood on the closet door, Seem like the place was kind of falling apart. Icemaker did not work in the Freezer, We had one spoon, five forks and two knives in our small kitchen, Missing most of the pots and pans. When you shower, most of the water ends up on the floor due to the non adjustable angle of the shower heads and flimsy and not water resistant shower curtains. The shampoo/conditioner/soap dispenser in the bathtub area, was broken and rusting, and the soaps didn’t get refilled. Luckily, I brought my own toiletries.

The recliner chair was broken and ready to fall apart, The couch was extremely uncomfortable, as it was worn out, and the cushions were flat, you could feel the bars for the pull out bed just by sitting on it.

As for housekeeping, there is no full service, as I was told by the housekeepers. I asked if they could sweep and mop the floor twice during our 5 day stay and didn’t accommodate us either time. They took our garbage from the can and switched out the dirty towels, that was it.

For the amount I paid for our six day stay, in which we only end up staying five, Was definitely not worth it. I would not recommend going back...

Booked my second stay here with my family after a great first time experience. My first stay was by myself for 4 nights, everything went smoothly. I noticed how “family friendly” the place was and had no complaints, even about the kids playing upstairs all day until 10/11 at night. It’s kind of expected in a family friendly advertised hotel. However, my second stay was horrible. I, along with my husband and 1 and 3 year old decided this was the ideal place for our small family. Upon arrival, within an hour, the downstairs guest continuously pounded on the ceiling, though we were going about our business just unpacking and setting up for the evening. Even walking across the floor was apparently too loud. I tried to ignore it just hoping that they might be checking out the next day. Second day came around, same thing, even though we weren’t there most of the day and had only come back in the evening for dinner and bed. That guest Made a huge complaint to the front desk, Saying it was our fault for being way too loud and it disturbed her because she had a migraine. Apparently, she was booked out for the next year, so, The front desk made it seem as though we should be accommodating her, And basically tiptoe around our hotel room Or not try to be in the room as much as we can. It wasn’t as if my one and three year-old were having a wrestlemania, we simply couldn’t function normally. I had asked to be moved, But apparently the hotel was booked out All five days we were there. This was the one thing that made our stay absolutely miserable.

The pool is outside and is a bit dated and not filtered properly. We still used it. You are given 3 towels per king room, though we had four guests. We had to ask for towels a few times without receiving them and also had to exchange our dirty ones in order to have a clean one. Bring your own towels! Front desk staff is okay. They seem friendly in the morning half of the day, after that the staff don’t say much or seem like they want to be there. You don’t get an explanation on arrival where everything is, also didn’t tell me either time that guest laundry is free of charge which is an absolute plus!! That’s pretty Much the only thing nice about the stay. Everything in the front Shop is overpriced, somehow, I spent $16 on three Instant Ramen and a Powerade. There is also no breakfast, which would have been a plus for convenience, But the rooms do you have a small kitchen. However, you be lucky if you have everything you need to cook, And if you ask for it, you probably won’t get it.

Our room was Kind of rundown, Blood on the closet door, Seem like the place was kind of falling apart. Icemaker did not work in the Freezer, We had one spoon, five forks and two knives in our small kitchen, Missing most of the pots and pans. When you shower, most of the water ends up on the floor due to the non adjustable angle of the shower heads and flimsy and not water resistant shower curtains. The shampoo/conditioner/soap dispenser in the bathtub area, was broken and rusting, and the soaps didn’t get refilled. Luckily, I brought my own toiletries.

The recliner chair was broken and ready to fall apart, The couch was extremely uncomfortable, as it was worn out, and the cushions were flat, you could feel the bars for the pull out bed just by sitting on it.

As for housekeeping, there is no full service, as I was told by the housekeepers. I asked if they could sweep and mop the floor twice during our 5 day stay and didn’t accommodate us either time. They took our garbage from the can and switched out the dirty towels, that was it.

For the amount I paid for our six day stay, in which we only end up staying five, Was definitely not worth it. I would not recommend going back...

We contacted the hotel on the morning of our check-in date to check the status of the room. We were told that the room was ready for us, but that we would have to pay a fee in order to check in early. We declined and arrived shortly after the normal check in time to find our room and disrepair.

Multiple items needing maintenance, including broken furniture, rusty utensils in the kitchen, shredded curtains, busted door frames, and the room had not been cleaned properly. Hair and dust on the art, furnishings and light fixtures. One of the lamps in the bedroom did not even work.

We immediately went down to the front desk to express concern. We were told by the general manager that the room was scheduled to have maintenance issues addressed earlier that day, and that they weren’t able to get to it before we got there (yet told us at 11am it was ready for early check in).

We told her the room would not be acceptable and asked what other options we had. She took us to another room, but the door would not even open. They had to contact maintenance to come and the maintenance person had to body slam open the door since it would not open properly. This room also had similar issues.

My husband told the manager he couldn’t even believe they wanted us to stay in those rooms and asked for a cancellation with full refund. The general manager said she would not give a full refund and that we were simply refusing to stay in one of the rooms they provided. She told us she would not refund the entire amount but rather would keep one night’s rental fee for the trouble of having to do cancellation. Unreal!

She stated that the policy they have is that cancellations must be made within 24 hours of arrival in order to receive a full refund. We asked her how a guest was supposed to know 24 hours in advance that a room was in poor shape in order to cancel in advance. She said she didn’t know, but that was just a policy they had. She admitted that the room should not have even been rented since it was in bad shape, but that because we were refusing to stay in it, she was going to keep one night rental.

We told her that we have been in the hospitality business for 10 years and that that we would be so embarrassed to have a guest show up to a room like that. We tried to reason with her, explaining that guests expect hotel management to both maintain the room condition, and be professional enough to hold a room from being rented if it was not up to standard.

Absolutely shocking that she admitted the room should not have been rented out due to its condition, but was refusing to give us the refund because we didn’t want to stay in it. It should have been the HOTEL that contacted us prior to arrival to let US know the room was not ready and offer us a full refund - not the other way around!

We took pictures of the room upon entering, and will be reporting the incident to whatever entities regulate hotel practices and might even go as far as notifying a local SA news outlet so as to warn the public. I fear this sort of issue happens often at this location and that guests stay quiet after getting bullied by the manager. * By the way, when I asked the manager what entity or authority regulated hotel activity so that a consumer could follow a report or complaint, she said there was none!

We wasted two hours of our time the incident trying to reason with the manager, and then had to book a hotel elsewhere and pay double the money because it was a same day booking. So not only are we out one night for this first hotel, but we are out twice the money on the other end for a new hotel.

Unbelievable… we’ve been rewards members with IHG for a while but will not be...