Candlewood Suites Arundel Mills / Bwi Airport by IHG — Hotel in Severn

This is my first time ever reviewing a hotel because I travel a lot and stay at hotels and I’ve never experienced this before. I had booked a 2 queen studio at the candlewood suites for the night of Jan. 5, 2013. It was my mother’s 50th birthday weekend and we were going to enjoy the Maryland casino for a night then set off to Atlantic City the next morning. That night when we returned to our room my mother noticed a bug on her cup. We at first thought it may have come in on us since we just came from outside but we were wrong. Within minutes we started seeing these bugs around the room. We called the front desk and the lady I think her name was Myra stated that there were 4 other guest having the same problem and that our room #409 was not recorded as having bugs. She stated that they have called people and had them spray but the Stink bugs keep coming back. She also said that since we were in the woods that there was not much they could do about it. This was not an excuse because I have staying in a hotel in that area before and never experienced bugs in my room. And also being in the woods was not an excuse because I have stayed in hotels in the most wooded parts of Vermont and New Hampshire and did not have a bug problem. I asked could we get a refund for our room because we were not going to stay and she kept saying it was against their cancelation policy. All she said she could do was move us to a 2 double bed room that was recorded as not having bugs. For one I was not going to move to a room that is a down grade from my two queen bed studio. Secondly, if our room was not recorded as having bugs then what makes me believe that the next room won’t and besides most people know that bugs do not just stay in one place, they travel thorough the crakes and vents and etc. Myra still insisted there was nothing they could do. If the hotel knew they had a bug problem, why allow people to stay in the hotel, take their money and then do very little when the problem arises. My mother stated that we should call the corporate office, when Myra heard her say this she quickly interjected and stated they did not have a corporate office and they were privately owned. We did not believe that and when we looked online we indeed found the office and gave them call. They tried their best to help and stated that a manager should call me in the morning. We did not stay at the candlewood that night and when we left the hotel no one at the front desk even said anything to us. We moved to the Aloft hotel. That next morning I waited until 12:30 PM and I did not receive a call from the Candlewood’s Manager. I then called the corporate office again and spoke with a man named Trevor. He was the first person to actually apologize for my inconvenience and bad customer service I previously experienced and then explained that a check for half my stay would be refunded to me and also he would request extermination information and etc. from the Candlewood to prevent this from happening again. I was very unhappy with my stay and more at the staff of the hotel for one lying and saying there was no Corporate office and then for their customer service especially on a special weekend I had planned for my mother. The good thing was that the rest of celebration was great at the Aloft hotel and in Atlantic City!

**We took pictures of bugs but they are on my moms camera and im uploading this...

I live in hotels. Literally. You have to screw up in a big way for me to write a bad review. Unfortunately, I feel compelled to share my experience.

While most of the staff was professional and helpful, it just couldn't make up for the problems I had during my stay.

I switched rooms THREE times. The first room has a very loud fridge that sounded like it was dying. The second room smelled like BO and cheap cologne, and the room I stayed in the longest had a horrible mattress that was sinking in the middle. Add that to the fact that housekeeping is very hit or miss (mostly miss) and this was an overall disappointing stay. I ended up in a king suite but opted not to extend my stay because I had just had enough at that point.

The rooms didn't feel clean upon arrival. I cleaned my room myself for the most part. The bedding was just unacceptable. (See attached photos) The TV was kind of old and didn't always get the best reception. One of the rooms didn't have dishes. (They ended up being the room next door oddly enough???) My beds smelled horrible. It smelled like someone worked out, put on cologne, didn't take a shower, and then went straight to bed. It was putrid in some cases. The closets also reeked of cheap perfume/cologne.

The shuttle service is spotty and unreliable. I got left at the BWI-MARC stations for hours on some occasions. One time, the driver got lost on the way to the station and on the way back. I was speechless. The hotel is not within walking distance of public transportation, so if you don't have a car, don't stay here. And Lyfts and Ubers are expensive and not readily available. I spent almost a $100 in one week on ride shares!

The Lending Locker is not up to the standard of other Candlewood properties. I filled out the request form to add more options.

The manager, Phillip, is professional and really does try to make things right, but it just didn't work out for me.

On a positive note, the common areas are clean and the laundry is free and the gym is decent. They also have an Apartment Program that makes extended stays...

I recently had the opportunity to stay at the Candlewood Suites, a 2.5-star hotel in Baltimore, MD, and I must say that my experience was quite a pleasant surprise. There are several aspects of this hotel that deserve recognition.

Warm welcome and friendly Staff : From the moment I stepped into the lobby, I was greeted with a warm smile by the front desk staff. They were attentive, polite, and willing to assist with any inquiries I had about the area. Their friendliness truly made me feel welcome.

Location: The hotel's location is surprisingly convenient, quiet, and tucked away. It's within walking distance to some of Baltimore's most famous attractions, including the Dave & Busters, Arundel Mills Mall, and minutes away from the National Aquarium, Science Center, and numerous restaurants. This made exploring the city and surrounding area a breeze.

Clean and Tidy Rooms: While the rooms were relatively basic, they were kept clean and tidy throughout my stay. The housekeeping staff did a commendable job of ensuring a comfortable environment.

Budget-Friendly: One of the most attractive features of this hotel is its affordability. If you're on a tight budget but still want to experience Baltimore, this could be a suitable choice.

A Diamond in the Rough: This hotel may not have all the amenities of a luxury establishment, but it's certainly a hidden gem in its own right. It offers decent accommodations for travelers who prioritize exploration over extravagance and the feel of a home away from home.

Parking: Ample free at the hotel as parking in Baltimore can be a bit of a challenge, but the hotel offers on-site parking for no fee. In summary, while the Candlewood Suites may not be a luxury hotel, it exceeded my expectations for a 2.5-star establishment. Its friendly staff, convenient location, and affordability make it a reasonable choice for budget-conscious travelers looking to explore Baltimore. It has the potential to become a true hidden gem in the heart...