extremely disappointed in my recent attempt to stay at the Candlewood Suites in Navasota. I say attempt because I left before staying the first night and asked that my reservation be cancelled. At check in we were assigned room #108. I was staying with my 5 year old son. I got to the room and the TV was not working, I could not watch live TV or connect to the streaming service. I called the front desk and the representative came to my room to attempt to trouble shoot. They were able to get the live tv to work but could not get the casting to work, I asked if they could provide an HDMI cord if they could not resolve the issue, or if they could not resolve if I could switch rooms. My son and I were on vacation and we planned on watching some movies together. They immediately said they were completely booked for the evening but would see if they had a cord. After they left I checked online and at both ******* and the candlewood suites websites rooms showed available, I was extremely frustrated about being lied to, they later said they were booked but people must have cancelled. Even if this was true, they should have checked before immediately saying they were completely booked, I really believe this was a trained response to avoid switching peoples rooms. They said they would be a couple minutes but after a long wait I called the front desk and they said they were busy checking other people in. So I started a shower for my 5 year old son. After the shower started we realized the shampoo was out and had to pull him out and wait again for the front desk. They took about 15 minutes to bring the shampoo, this is something that should have been checked for between guests. In addition, the room is right next to the lobby and I could loudly hear the front desk phone every time I, or anyone else called it, while sitting in the room. We could also hear everyone in the lobby, extremely poor room location. I was extremely unhappy at this time and asked for my reservation to be cancelled. On top of everything they told me they talked to the general manager and since I had already entered the room I would be charged a fee. I had to argue to get it removed. This was absolutely ridiculous. I am incredibly unhappy with Candlewood Suites and will never stay at one of your hotels again. The customer service was absolutely terrible, I never received an apology, only asked to explain my issues. I then had to leave the hotel and book another hotel and drive to at 8PM with my 5 year old soon I was just trying to get to bed at this point. Hotels are booked for vacations and relaxation, this was anything but, an extremely frustrating situation all around.
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酒店回复: George, Thank you for your thoughtful feedback. We're truly disappointed to read about your recent visit, and we'd like to take this moment to offer a sincere apology. This is certainly not reflective of our high standards, and we'll be sure to take steps to ensure future visitors don't run into such disruptions. In the meantime, we'd love for you to reach out so we may speak further regarding your experience and do what we can to handle this with the care it deserves. General Manager
5.0分
家庭亲子
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Unfortunately a representative at the corporate office made a huge mistake on our reservation and there was no one available to assist on a management level. As we we on our way out the door Anthony stepped in and was so kind and understanding and was able to assist with our accommodations. He is absolutely the BEST! Has the BEST customer service! Was so caring and inviting! He definitely deserves a gold star and I will definitely be back to drop him off a sweet treat! Thank you to Anthony for all your help!! Lisa Martinez Hughes
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酒店回复: Lisa, Thank you for taking the time to share your experience and for giving us a perfect rating. While it’s disappointing to hear there was an issue with your reservation, it’s wonderful to know that Anthony was able to step in with such kindness and care to turn the situation around. His professionalism and genuine hospitality truly embody the service we strive to provide every guest. We’ll be sure to share your kind words with him and the internal team, and we look forward to welcoming you back soon. Anthony will be thrilled to see you again! General Manager
我们来纳瓦索塔参加牲畜展的时候住在这里。这是一家全新的酒店，一眼就能看出来。酒店本身就很新，闻起来清新干净。床、床单和枕头都超级柔软舒适。房间宽敞舒适，配备各种便利设施，包括洗发水、护发素、沐浴露和浴室里的润肤露。我们今年在纳瓦索塔至少还有5-6场牲畜展，每次都会住在这里。乔斯琳帮我们办理了入住，她非常友好热情。
extremely disappointed in my recent attempt to stay at the Candlewood Suites in Navasota. I say attempt because I left before staying the first night and asked that my reservation be cancelled. At check in we were assigned room #108. I was staying with my 5 year old son. I got to the room and the TV was not working, I could not watch live TV or connect to the streaming service. I called the front desk and the representative came to my room to attempt to trouble shoot. They were able to get the live tv to work but could not get the casting to work, I asked if they could provide an HDMI cord if they could not resolve the issue, or if they could not resolve if I could switch rooms. My son and I were on vacation and we planned on watching some movies together. They immediately said they were completely booked for the evening but would see if they had a cord. After they left I checked online and at both ******* and the candlewood suites websites rooms showed available, I was extremely frustrated about being lied to, they later said they were booked but people must have cancelled. Even if this was true, they should have checked before immediately saying they were completely booked, I really believe this was a trained response to avoid switching peoples rooms. They said they would be a couple minutes but after a long wait I called the front desk and they said they were busy checking other people in. So I started a shower for my 5 year old son. After the shower started we realized the shampoo was out and had to pull him out and wait again for the front desk. They took about 15 minutes to bring the shampoo, this is something that should have been checked for between guests. In addition, the room is right next to the lobby and I could loudly hear the front desk phone every time I, or anyone else called it, while sitting in the room. We could also hear everyone in the lobby, extremely poor room location. I was extremely unhappy at this time and asked for my reservation to be cancelled. On top of everything they told me they talked to the general manager and since I had already entered the room I would be charged a fee. I had to argue to get it removed. This was absolutely ridiculous. I am incredibly unhappy with Candlewood Suites and will never stay at one of your hotels again. The customer service was absolutely terrible, I never received an apology, only asked to explain my issues. I then had to leave the hotel and book another hotel and drive to at 8PM with my 5 year old soon I was just trying to get to bed at this point. Hotels are booked for vacations and relaxation, this was anything but, an extremely frustrating situation all around.
Unfortunately a representative at the corporate office made a huge mistake on our reservation and there was no one available to assist on a management level. As we we on our way out the door Anthony stepped in and was so kind and understanding and was able to assist with our accommodations. He is absolutely the BEST! Has the BEST customer service! Was so caring and inviting! He definitely deserves a gold star and I will definitely be back to drop him off a sweet treat! Thank you to Anthony for all your help!! Lisa Martinez Hughes