Candlewood Suites Reading by IHG — Hotel in West Reading

The best part of the hotel was they allowed me to bring my pet for a small pet fee, $75.00. Nothing else to my knowledge came with the room, we booked a room with a kitchen. I was born and raised in Reading, Pa and came back home to attend the funeral of my Aunt and visit with my family. So I wasn't planning on being in my room for much of my stay; but I shouldn't have had to arrive to discover a filthy dirty room that they claimed was cleaned. When we checked in, all the luggage carts weren't available, (it was 8 pm when we checked in) all the carts were upstairs. So we had to shuck all our luggage up the stairs with our dog, which was challenging. Yes, there was an elevator, I just chose not to use it. When we opened the door we were greeted with the stench of old cooking grease or oil. Which if you don't open a window or use a stove hood vent there is no way to ventilate the room, which will leave a horrible smell for a few days if again not ventilated properly. Walking further into the room the hardwood floor was sticky and covered in crumbs. I don't tie my shoes and when i took a step to walk further into the room it literally came off my foot, because of how sticky the floor was! We put our bags down and I began to look around to see what else wasn't up to my standards or otherwise not clean. I checked every inch of that hotel room, yes I know it's not supposed to be 100% clean but give me at least 75%. I didn't even get 55%, there was food still left in the refrigerator, not just drinks- I'm talking everything you need to make a full course meal, still in there! I checked the sitting area crumbs all over the carpet, behind the chair. So then I checked the bathroom and there was a full bar of soap in the drain of the tub. I believe the only clean area of the hotel room was the sleeping area. I begin to clean my sticky hotel room floor to the best of my ability with what I have on hand which Is only a dish towel. (I have pictures and videos of everything I am describing for reference) When I was finished cleaning the floor the dish towel was black. I brought all of these issues up to the front desk attendant and I was told that the staff that "cleaned" my room probably just needed to change the mop. I think my issues were more than just a mop head that needed to be changed. The standards that this hotel is supposed to stand for aren't upheld by its staff. The standards for the cleanliness of this hotel aren't reflected in the pricing. For paying almost two hundred and fifty dollars a night, I don't expect perfection but A LOT better than what I...

I stayed at your hotel with my boyfriend this past week while he was in Reading for business. While the hotel was very clean, rooms were clean, and I loved the availability of the cupboard since I was working in my room in the hotel all day while he was working outside of the hotel, but our room had very little AC. We addressed it w/the staff within 2 hours of our arrival, and they did come check it out, but it was never fixed properly and our room as extremely hot the entire week we were there. However, my biggest complaint of all with your hotel was how rude your front desk staff was. I believe the lady's name was "Nina" possibly. I had to interact with her daily since I used your cupboard frequently for breakfast and/or lunch, and every single day when I went to pay for my purchases, she acted like I was "putting her out" by having to ring up my purchases, she would send me back into the cupboard to find out prices of items I was purchasing because she didn't know the prices, and one afternoon -- in front of several other customers and another staff member -- she sighed very loudly and said she didn't have change for my $20 and rolled her eyes. The other staff member told her she could get change in the back, which she again sighed very loudly about and after a long pause, eventually went to get change. When I requested towels one afternoon, she was again very rude towards me, and again at our checkout. Our last morning there, while my boyfriend was at his office, I went out to purchase items at the cupboard, and there was 2 gentleman guests sitting out in the lobby and said that no one was working at the front desk and they couldn't get ahold of anyone when they tried calling from the lobby phone. They stated they had been sitting there for over 20 minutes. Eventually, another female came in the front door and said she was a new employee and she wasn't sure why no one else was at the front desk. After at least 30 minutes, she was able to assist the two gentlemen and myself, but at no time during this 30-plus minute wait did another employee show up. The new employee was extremely helpful and we all felt very sorry for her since she said it was her 2nd day on the job and she wasn't sure what to do since whoever the other employee was that was supposed to be there had obviously disappeared. She was able to assist all of us by contacting another property via phone to walk her through steps. I am hopeful that you will retrain "Nina" in hospitality and customer service because I've never dealt with anyone so rude at a...

Sadly, I cannot recommend the candlewood suites and I’m sorry to say they are a member of IHG, which I have never had issues with before. Pennsylvania is known for its historic buildings and we were there to ride our bikes on the local trails and saw many of them, unfortunately the mattress in our room room 113 was also a historic relic that had been badly damaged as if someone had jumped on it and left a hole, knowing that I am pretty good at sleeping on just about anything since I have camped before I didn’t think too much about it until the next day when I was out biking, and my lower back was aching we returned to the hotel at dinner time and I looked closer at the mattress. You could see that there was a visible bulge out the side and a large pothole on the left side. I went out to inform the hotel for a desk, but they claimed they were 100% full and could not switch me to another room. The second night was worse because my back was already hurting, and I could not fall asleep. I have stated IHG properties, all around the country and other countries and I’ve never run into this where a historic mattress was left for customers if Goodwill sold mattresses, I suppose this is what you would end up with, I also noticed the soap dispenser in the shower wasn’t working no big deal. I brought my own bar of soap when I looked at it. Someone had glued the plastic bottle and so it couldn’t pump the soap because of that crack which the glue was apparently not working to hold together. Preserving history makes sense when you have a 200-year-old building but when you are running a hotel chain, you might want to buy new mattresses and new plastic bottles because you know they are going to wear out, there’s no way that somebody slept on this mattress before and not complain so all I can conclude is that the hotel figures as long as they are bringing people in for a one night stay that they can get away with this as the people are gone the next day wondering why they have a sore back, but not returning. The right thing to do would be to replace a mattress that was that badly damaged. The second right thing to do would be to move the customer out of the room until it is fixed. Candlewood chose to do neither so unless you like sleeping on a piece of history or you are bringing your own air mattress You should choose another hotel. PS I am not a very large person. I am 6 feet 190 pounds so it’s not like I am crushing...