Awesome staff very nice and friendly ready to help and made everything was really nice and clean and in good order the facility is super nice brand new highly recommend
3.0分
家庭亲子
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My family and I stayed at the new Candlewood Suites in Callaway for a few nights over 4th of July. Staying in the first week open, as expected everything was clean and fresh from the linens to the kitchen and bathroom. The issues were all related to service from staff. The first issue was that there was no crib or pack-in-play available for the first two nights after I confirmed on the phone earlier in the week that they would have one. The next issue was their strange policy on towels. They require you to bring your dirty towels down to the front to exchange. There were only 3 sets of towels in the room so we had to do that several times. I understand not wanting people to steal towels, but they need a better system. The last issue was a charge on my credit card AFTER MY STAY I received for a drink from their shop in the lobby. I got it corrected after several phone calls, but it was a waste of time and a hassle. I expected some issues staying at a new hotel as staff got into the swing of things, but it was worse than I expected.
2.0分
其他
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I stayed at this hotel recently and, while I understand it’s a new property, the experience was frustrating and poorly handled. There was no running water for two nights in a row, which meant no showers, no flushing toilets, and no ability to wash up after a long day. When I asked the front desk, they claimed the issue was due to the city—which may be true—but there was no notice, no updates, and no alternative accommodations or meaningful assistance provided. On top of that, my room key stopped working multiple times, and one night it took over 30 minutes to get back into my room after going to the front desk to have it reset. I understand that problems can arise, especially at a new hotel, but it’s the lack of communication and poor handling of the situation that left me disappointed. Upon checkout I complained about the problems and was promised a callback later that day. Two days later I received a call offering only 5,000 IHG points as compensation for two nights without water and extended lockouts felt like a minimal gesture. I truly hope they improve operations and communication moving forward—but I won’t be returning until they do.
Awesome staff very nice and friendly ready to help and made everything was really nice and clean and in good order the facility is super nice brand new highly recommend
My family and I stayed at the new Candlewood Suites in Callaway for a few nights over 4th of July. Staying in the first week open, as expected everything was clean and fresh from the linens to the kitchen and bathroom. The issues were all related to service from staff. The first issue was that there was no crib or pack-in-play available for the first two nights after I confirmed on the phone earlier in the week that they would have one. The next issue was their strange policy on towels. They require you to bring your dirty towels down to the front to exchange. There were only 3 sets of towels in the room so we had to do that several times. I understand not wanting people to steal towels, but they need a better system. The last issue was a charge on my credit card AFTER MY STAY I received for a drink from their shop in the lobby. I got it corrected after several phone calls, but it was a waste of time and a hassle. I expected some issues staying at a new hotel as staff got into the swing of things, but it was worse than I expected.
I stayed at this hotel recently and, while I understand it’s a new property, the experience was frustrating and poorly handled. There was no running water for two nights in a row, which meant no showers, no flushing toilets, and no ability to wash up after a long day. When I asked the front desk, they claimed the issue was due to the city—which may be true—but there was no notice, no updates, and no alternative accommodations or meaningful assistance provided. On top of that, my room key stopped working multiple times, and one night it took over 30 minutes to get back into my room after going to the front desk to have it reset. I understand that problems can arise, especially at a new hotel, but it’s the lack of communication and poor handling of the situation that left me disappointed. Upon checkout I complained about the problems and was promised a callback later that day. Two days later I received a call offering only 5,000 IHG points as compensation for two nights without water and extended lockouts felt like a minimal gesture. I truly hope they improve operations and communication moving forward—but I won’t be returning until they do.