Candlewood Suites Alexandria by IHG

Price Elevator didn’t work. Smell of weed inside the hotel. No working TV for the first night. Old complementary coffee.

We were not told the elevator was not working until after we checked in. It created a big challenge to getting our luggage in and out

Dated, Dirty, no room service for 7 days, no Complimentary breakfast, loud room service employees right out my door!! Best thing was the free laundry machines, almost makes up for no free breakfast until you get a wake up call at a Whataburger breakfast meal equivalent to a used truck price!!!

When I got to the hotel to check in, the staff appeared to be disorganized. There was a new person waiting on us, and I noticed the person training him was very rude. They could not give me a room side-by-side with me and My family. Now that would’ve been OK but when I was told the elevator did not work, that rubbed me the wrong way. The new guy did offer to help us up the stairs with our luggage, my daughter-in-law is pregnant so that was still a struggle. We tried to get a hotel close by, but they were full, and we were told by them that this hotel where we stayed, the elevator has been out for three months. I don’t know how true that is, but I do know that the elevator was out during our stay. Once we got up to the room, My Husband and myself could hardly breathe with the smoke smell, now this is supposed to be a smoke Free hotel. And they could not move us into any other room because they were completely booked. The water in the tub drip all night and would not turn completely off. my son and his wife’s room, television volume did not come up loud enough for them to hear it. And on top of that, while my son was changing his clothes, a man walked in on him, he was a worker, and he let himself in. I have to say the worst of everything was the small field room that My Husband and myself had to sleep in all night. In town for Mom‘s funeral.

Very friendly and accommodating staff. Clean and comfortable rooms. I always choose to stay here over my conference hotel for a reason.

Clean room

83 yr old husband got dressed to go to reception and no one there!! He was outside chilling!! He came up to the room and couldn’t get the battery case off so he pushed a button and said it’s fixed! Back to bed and BEEP again!!! Hubby calls down again and NO answer again!! Guy comes back and says we have to change rooms at 10:50 PM!!! So I get dressed, pack and load the cart while man who said he would help watches! Hubby had thyroid removal surgery 10 days earlier so couldn’t lift! It’s 11:15 before we get to bed! Guy says to talk to Manager in the morning! So hubby talks to her, she interrupted him and said she would give him $46 of our $126 room, even though IHG website SAYS they’ll give a refund and some points, he was RUDELY told NO POINTS FOR YOU! He said that was not acceptable! Then she YELLED at my sweet hubby to “ Have a good night somewhere else! You’re a MEAN MAN”!!! He was horrified! So I packed the car and then went back in and calmly said to “Wyona” “No one speaks to my husband like that…” she interrupted me and yelled at me about $46! I said that was not an acceptable “COMPENSATION” for what we had been subjected to, she said she was calling the POLICE and we needed to vacate the property immediately BECAUSE WE WERE TRESPASSING!!!!! FOUR Police cars pulled up and told us to leave! She yelled “NO $46 now”!! HORRIBLE!!!

Nothing. The General manager needs to be fired. She lied even though the facility has cameras to charge me 250 saying for my dad leaving cigarillo fillings in the trash. Saying that proved he was smoking in the room. WHICH WAS NOT TRUE. THE CAMERAS WOULD SHOW EVERYTHING. The GENERAL MANAGER NEEDS TO BE FIRED. I would like to speak to someone in corporate about this situation and for them to run the cameras back. It would show me smoking in the DESIGNATED SMOKE AREA. SHE CHARGED MY CARD 250. ONLY 160 WAS TOOK OFF MY CARD

I found out today that they never did give me back my deposit. So together, I paid $207 for this room. When you try to cow and ask them about you're deposit. They send you a number for customer service when you call customer service. It's all automatic and it's completely only for your reservations. So they're not going to talk to you about getting your deposit back. So I lost that $50. So for a room debt, we had to walk up-and-down 3 flights of stairs. No water in the shower was not worth $207, so I honestly think this place is a scam. So please do not do not go to this motel because they will scam You out.

My reservation was cancelled at 7:42 on May 13 and didn't know it until we arrived in Alexandria as it was an email and we didn't find out until we checked our email. The cancellation also stated that there would be no charge if cancelled before 6 pm on the 13th. So, it was cancelled without our knowledge and there shouldn't have been a charge anyway.

Really enjoy my stay rooms really clean just one bad thing elevator wasn’t working

Unfortunately this Hotel could be nice but if the facility had operative items. Hotel is very dated and had a smoky smell in hall ways. Elevators were broke. This was very bad for my elderly parents to do stairs. Tv remotes were not working in rooms. New staff unaware how to help the with TVs.

The hotel called at 10 pm the night before we were to arrive and said our reservation was canceled due to overbooking

I did not stay at that hotel. My reservation was cancelled by you before I arrived. I did not know ahead of time as I do not use the internet on my phone. I use my laptop which I did not take as I did not know I needed it. I got a call from IHG during the day (could not answer as I was at work), I tried to call back and no one answered.

No alternative accommodations were offered — no cot, no second room, nothing. Since 4 people could not reasonably sleep in one queen bed, we had no choice but to leave and find somewhere else to stay. I was told to contact Booking.com, but Booking.com advised that the hotel would need to handle the issue directly. After leaving multiple messages requesting a call back from the manager, I never received a response. I ultimately disputed the charge with my credit card company on April 1. Today, I was informed through Chase that the hotel offered only a $75 credit and that I would still need to work directly with the hotel. I called again, explained the entire situation again, and once again there was no manager available. I later received a call stating they would not refund my card and was given the manager’s email address because apparently she does not speak with customers by phone. At this point, I am still trying to recover money for a room I never stayed in because it was not the room I booked. The lack of communication, accountability, and customer service throughout this entire process has been extremely frustrating.

Nice clean room. The only complaint I have is the elevator was down for the duration of our stay.

This was a horrible stay we had a room for two days the first day the toilet was broken, the room phone was broken, the TV was broken, the wifi wasn't working, the sheets was stained, we was on the 3rd floor and even the damn elevator was broken they didn't even state that before booking. So we had to walk up and down three flights of stairs each time to get to and from our room and to top it all off we didn't get another room due to all the issues with the one that assigned to us until the next day at noon and they wouldn't even compensate partially for their mishaps just DIGUSTING 0/10 WOULDN'T RECOMMEND!!!

It was clean and quiet I loved it

Nice, clean and comfortable.