酒店回复: Your feedback is very important to us, and I am saddened to hear about the issues you experienced. Please rest assured that we are taking the appropriate measures to address the problem and prevent any future occurrences. Here at the Candlewood Suites San Antonio NW, we continuously strive to meet your needs and expectations.
5.0分
商务出差
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翻译提供方：Google
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酒店回复: I would like to take the time to thank you very much for your review of your recent stay with us! It is because of guests like you who take the time to tell us how we are doing so that we can continually look to improve our hotel, service, and the products we offer our guests. We can also continue to make sure all patrons receive the kind of service that makes you feel as though we truly are your home away from home.
1.0分
其他
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There was no access to the gym at all. A smelly dirty laundry room right off the gym. The entire lobby and gym is covered in renovation materials. We want some sort of partial refund.
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酒店回复: Thank you for taking time out of your schedule to give us feedback on your stay at Candlewood Suites San Antonio NW near SeaWorld. We strive to make sure each guest feels like they are home away from home and sometimes we fall short of meeting that expectation. However from looking over our shift communication logs, at no time did you come and talk to front desk about any issues that you might have encountered so there will be no refund given. We have sent out all sorts of notifications about the renovation and what is not available for our guests during this time. We hope that you will give us another shot in the future when the renovation is complete and you can see just how hard we are working to make this the best hotel in San Antonio but we can not fix something if you as the guest do not come to us and let us know your concerns.
4.0分
其他
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Everything went well except, ********** left out the part that the hotel was in full remodeling mode. The whole lobby was packed with boxes, there was no available room or office space to take a zoom meeting and the gym was unavailable due to the remodeling. The TV inside the room was an old scool model with a DVD Player. The bed was a Double sized bed instead of a queen. Again, I want to reiterate that everything would have been fine if we were rold about this before.
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酒店回复: Thank you for taking the time out of your busy schedule to give us feedback on your recent stay at Candlewood Suites San Antonio NW near SeaWorld. We know that work travel can be hectic and I sincerely apologize for you not knowing about the renovation before hand. I will be reaching out to all my third partner partners to make sure their websites are updated as we never want a guest to feel blind sided by something like that. I hope that you will come back when renovation is over and see all the amazing new details that are coming our way.
2.0分
情侣出游
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Dead bugs in bed,key card didn’t work. They resolved the issue sometime later. the room wasn’t very clean, asked for a refund to cancel my stay and was denied. We decided to leave instead of staying in a dirty unsanitary place.
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酒店回复: Thank you for taking the time out of your busy schedule to give us feedback on your recent stay at Candlewood Suites San Antonio NW near SeaWorld. We take all reviews for seriously as we work extremely hard for our guests to feel like they are home away from home. Upon review from shift communications and audit logs, we see that your reservation was in fact for 1 night and you checked out the following day at 8:40 am, The only issue that we see logged was the key cards in which I actually let you in the room since the keys were not working and maintenance was unavailable. Can you tell me who you spoke to regarding the issues with the bugs and asking for a refund because there is none of that conversation logged and we have many forms of communication so I want to make sure staff is trained properly when it comes to issues. I will not be able to provide a refund at this time because you did in fact stay in the room overnight as logged by our PMS system.
3.0分
情侣出游
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We stayed a total of 5 days, the first 3 nights were great then our room got flooded so they moved us to a smaller room where the ac didn't work so we went to let them know and we were moved again to another room, i wish they woulve compensated something for downgrading us to smaller rooms. The staff were nice and the area was nice too.
3.0分
商务出差
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It was a hotel under repair. This should have been mentioned as gym closed, no breakfast offered, broken coffee machine. We are 7 weeks on the road and stay at hotels every night. Hope this will improve once renovations are complete.
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酒店回复: Good afternoon Chris and thank you for reaching out regarding your experience at Candlewood Suites San Antonio NW Seaworld. As the new operations manager, I wanted to let you know that I will definitely reach out to all our booking partners regarding the renovations. As far as breakfast, we are an extended stay property that has full size kitchens in every room and while we do not offer the typical complimentary breakfast, there is plenty of breakfast items for purchase in the Candlewood Cupboard and these amenities should be listed on all our partners sites. I will be back in San Antonio tomorrow and I will make sure that I check in to these issues so that there is no confusion for other guests. We want to make sure that each guest has a pleasant stay. The coffee machine was up and running within a few hours as it was a simple fix and I will be sure to make sure that all of the new staff that we have on property is aware of the steps to fix these issues as well. I do hope that you give us another chance in the future so that you can see how hard we are working to better our guests experiences and be the best hotel in the San Antonio region.
3.0分
情侣出游
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The hotel was being remodelled and had pallets of equipment in the entrance, fitness center, and other places.
Aside from this, the hotel was very nice, quiet and friendly.
The bed was a little too firm for my liking.
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酒店回复: Good morning. I would like to personally thank you for taking time out of your busy day to give a review to our hotel. Your feedback, good and bad is greatly valued and extremely important to us here at Candlewood Suites San Antonio NW near SeaWorld. In regards to the problems that you encountered, I hope that you will accept our sincerest apologies for falling short on our high service standards. While we do our best to always deliver a smooth experience, once in a while mistakes happen. We would never be able to correct issues and know how to better provide service if guests didn't tell us the things they experienced staying with us. For that, I again thank you, and because you have taken the time to share your experience, we will pass along your feedback to the hotel management team so that your feedback can be reviewed and addressed. I truly hope that you will give us another chance to come and stay here again sometime. Thank you for your ongoing loyalty and understanding, and have a wonderful day!
2.0分
商务出差
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I completely understand hotel’s need construction. I was not made aware till after I checked in. No way possible I could do my meetings because it was so loud. They replaced my curtains and left drywall dust everywhere and all over the bed. I took the towels off and was assured it would be cleaned only to come back to nothing. The sink. And dishwasher didn’t work and they never came to fix it. Ice make didn’t work in freezer either. Made no attempt to fix this. Watch out for the rusty nails everywhere from the construction.
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酒店回复: We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.
3.0分
商务出差
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The room was clean however the comforter and the cover were dirty and had studying in them. The next morning I was great m greeted by a roach in the kitchen. Not happy.
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酒店回复: Good morning. I would like to personally thank you for taking time out of your busy day to give a review to our hotel. Your feedback, good and bad is greatly valued and extremely important to us here at Candlewood Suites San Antonio NW near Seaworld. In regards to the problems that you encountered, I hope that you will accept our sincerest apologies for falling short on our high service standards. While we do our best to always deliver a smooth experience, once in a while mistakes happen. We would never be able to correct issues and know how to better provide service if guests didn't tell us the things they experienced staying with us. For that, I again thank you, and because you have taken the time to share your experience, we will pass along your feedback to the hotel management team so that your feedback can be reviewed and addressed. I truly hope that you will give us another chance to come and stay here again sometime. Thank you for your ongoing loyalty and understanding, and have a wonderful day!
我需要一个热水淋浴。我不得不换了三次房间，才换到一台能用的电视，然后醒来就能听到热水。不过，这没什么好说的，因为我三天后就要退房了。我之前住过几次，从来没有遇到过问题。
核桃
There was no access to the gym at all. A smelly dirty laundry room right off the gym. The entire lobby and gym is covered in renovation materials. We want some sort of partial refund.
Everything went well except, ********** left out the part that the hotel was in full remodeling mode. The whole lobby was packed with boxes, there was no available room or office space to take a zoom meeting and the gym was unavailable due to the remodeling. The TV inside the room was an old scool model with a DVD Player. The bed was a Double sized bed instead of a queen. Again, I want to reiterate that everything would have been fine if we were rold about this before.
Dead bugs in bed,key card didn’t work. They resolved the issue sometime later. the room wasn’t very clean, asked for a refund to cancel my stay and was denied. We decided to leave instead of staying in a dirty unsanitary place.
We stayed a total of 5 days, the first 3 nights were great then our room got flooded so they moved us to a smaller room where the ac didn't work so we went to let them know and we were moved again to another room, i wish they woulve compensated something for downgrading us to smaller rooms. The staff were nice and the area was nice too.
It was a hotel under repair. This should have been mentioned as gym closed, no breakfast offered, broken coffee machine. We are 7 weeks on the road and stay at hotels every night. Hope this will improve once renovations are complete.
The hotel was being remodelled and had pallets of equipment in the entrance, fitness center, and other places.
Aside from this, the hotel was very nice, quiet and friendly.
The bed was a little too firm for my liking.
I completely understand hotel’s need construction. I was not made aware till after I checked in. No way possible I could do my meetings because it was so loud. They replaced my curtains and left drywall dust everywhere and all over the bed. I took the towels off and was assured it would be cleaned only to come back to nothing. The sink. And dishwasher didn’t work and they never came to fix it. Ice make didn’t work in freezer either. Made no attempt to fix this. Watch out for the rusty nails everywhere from the construction.
The room was clean however the comforter and the cover were dirty and had studying in them. The next morning I was great m greeted by a roach in the kitchen. Not happy.