Candlewood Suites San Marcos by IHG — Hotel in San Marcos

We checked in and was placed on the third floor. My daughter has a prosthetic and at times needs her wheelchair. The elevator was down (in fact during our entire stay), so we asked for a 1st floor room. The girl who checked us in acted like it was a big deal for us to even ask, to the point where my daughter did not want to deal with the girl and said "I will tough it out...I will walk up". The young lady said, "Ok great!" Because she could not find a 1st floor room either. She said the ADA room was full of construction workers.

Really..."Ok, great!"? Not for my daughter and not for us. Climbing stairs is difficult for her, then you add insult to injury by showing NO empathy.

Now we make it to room. We did request a shower chair because my daughter cannot shower and stand on one leg. The shower chair was broken. When we went to the desk and told the person, she indicated they knew it was broke. REALLY? You knew and did nothing about it before we got to the room.

Having elevators, shower chairs, etc. are to allow the ADA community to have same access as an able body person. Please care about this community.

This was by far our worst experience at an IHG...ever! I have been 100% loyal to this brand, staying almost 50 nights a year. I don't stay anywhere else but with IHG. My daughter is a champ and does not want any attention brought onto her about her disability. She simply just wants access. You did nothing to make our stay comfortable. Instead you made a decision to not to help and not to be understanding.

Then we call the customer service line and they said they would refund us all our points, but after we check out. Then we check out and then we are told it is up to the hotel now.

As you can see not one person took 100% ownership of this issue or did nothing to resolve our issue, starting with the hotel and customer service phone line people. So very dissappointed and I am so hoping something is made right to restore our faith in IHG. I am pretty sure thou, whoever is reading this is rolling thier eyes and the GM will not...

Having stayed at a number of IHG hotels all over the country, I know that no two are exactly alike and while I didn't have high expectations for this part of San Marcos, somehow I was still disappointed.

While the staff are mostly friendly, very few of the amenities I have come to rely on and expect were available. There was no breakfast available at this location, but I was reminded by the friendly night staff that coffee and tea were always available in the snack room. I brought my own food to heat up in the kitchenette in the room, so this wasn't a problem until the microwave wouldn't work. Ok, cold dinner and breakfast, but at least I'd have hot coffee in the morning, right? Wrong. The coffee maker for the whole building wasn't working. Ok, in room coffee it is. Nope, that doesn't work either, and GFI to check.

Alright, no problem, I'll just take a shower to wake up. Shattered tile on the floor. Ok, I'll call the front desk to let them know. Nope, the phone doesn't work either. sigh OK, well, at least I can print out some stuff for my presentation today when I go downstairs to let them know about the stuff that's not working. Oh, the printer isn't working either. FFS. One or two things not working is understandable, but this was ridiculous. Between that and the hair that was on the wall on the bathroom, the bad patch jobs, I feel like this place is held together with duct tape and prayer.

The only real benefit was the proximity to the convention center and the river. Floors appear new and AC worked fine. Beds were too firm and the train that comes by blaring its horn at 530 am is...

Room smelled like urine. They said they would come put deodorizer down. They didn't. When I booked there was nothing said about everything cost's. There's nothing free except wifi I guess, and washer/dryer. Pool temp was 60 degrees. They have no heater. Not once in the 7 days here did anyone clean out the leaves and bugs in the pool. Noisy hotel. Doors slammed at all hours. People stomping all around us. Elevator bell extremely loud. The girl, although gorgeous and super friendly, in the morning shift, was soooooooooooooooooooooooooooooooo loud. As were other office staff that was with her. Every morning we were woken up because of how loud she was. No concern for anyone who is sleeping. Do you F#$%^^& think we can't hear your extremely loud cackling? The lint was never cleaned from the dryers. Room dirty. Found boogers in front of toilet smeared on wall. Found black WHO KNOWS WHAT gunk under the shower faucet. As always, no matter what Hotel I use, the useless, lazy, incompetent cleaners don't clean. Love to have a hidden camera in this place. 2 stars because of the kitchen in the room. My expectations were not met. Why have a pool, and advertise such, when it is to cold to use? How F@#$%^ hard is it to clean? I left litter on floor just outside door to the left to see if it would be picked up. Nope! Left the whole time nearly. I feel you could do better, but will you? Won't be back I don't think. I mean, it wasn't horrible but could be better.. To the staff......why do you think you are not waking up people with your loud boisterous antics in...