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Reviews of Candlewood Suites Aurora-Naperville, an IHG Hotel

2.5 out of 5
Candlewood Suites Aurora-Naperville, an IHG Hotel
2625 W Sullivan Road, Aurora, IL

Reviews

7.6

Good

Rating 10 - Excellent. 259 out of 608 reviews" "
Rating 8 - Good. 149 out of 608 reviews" "
Rating 6 - Okay. 74 out of 608 reviews" "
Rating 4 - Poor. 54 out of 608 reviews" "
Rating 2 - Terrible. 72 out of 608 reviews" "

8.2/10

Cleanliness

8.0/10

Staff & service

7.4/10

Amenities

8.0/10

Property conditions & facilities

6.8/10

Eco-friendliness

Reviews

10/10 Excellent

MAJID

Liked: Cleanliness, staff & service, property conditions & facilities
Good
Stayed 1 night in Apr 2024

2/10 Terrible

Bill

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities
Cockroach was seeing in my room. Hallways all smelled like marijuana as well
Stayed 1 night in Mar 2024
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

10/10 Excellent

Syreeta

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great friendly accomodating staff.
Stayed 5 nights in Mar 2024
Response from GM on Mar 22, 2024
Dear Syreeta; Thank you for your awesome review. We are so happy that you enjoyed your stay with us!! We look forward to your return in the near future!! With warmest regards, The Candlewood Family

10/10 Excellent

Syreeta

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great attentive staff
Stayed 9 nights in Mar 2024
Response from GM on Mar 22, 2024
Dear Syreeta; Thank you for your awesome review. We are so happy that you enjoyed your stay with us!! We look forward to your return in the near future!! With warmest regards, The Candlewood Family

10/10 Excellent

Syreeta

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great friendly staff and appreciate the kitchen and laundry amenities
Stayed 3 nights in Feb 2024
Response from GM on Mar 22, 2024
Dear Syreeta; Thank you for your awesome review. We are so happy that you enjoyed your stay with us!! We look forward to your return in the near future!! With warmest regards, The Candlewood Family

10/10 Excellent

Michael

Business traveler
Liked: Cleanliness, staff & service, amenities
I have stayed all over the planet ..this is the most hospitable group of people I have encountered. Very clean and organized. Modern , quiet and very comfortable rooms.
Stayed 8 nights in Feb 2024
Response from GM on Feb 24, 2024
Dear Michael,Thank you for your incredible review. We appreciate you taking the time to leave us a great review!!! Please come back and visit us again in the near future. With warmest regards, The Candlewood Family

6/10 Okay

Jordan

Liked: Staff & service
Stayed 1 night in Feb 2024
Response from Robert on Feb 6, 2024
Dear Jordan,Thank you for your patronage with the Candlewood Suites Hotel. We also appreciate you taking the time to give us your review. I truly hope on your next visit we can increase your expectations. With warmest regards, The Candlewood Family

2/10 Terrible

Eh Doh

Stayed 1 night in Jan 2024
Response from Front desk on Mar 22, 2024
Dear Eh doh; Thank you for your awesome review. We are so happy that you enjoyed your stay with us!! We look forward to your return in the near future!! With warmest regards, The Candlewood Family

10/10 Excellent

Juana

Stayed 1 night in Jan 2024
Response from Robert on Feb 6, 2024
Dear Juana,Thank you for your awesome review. We are so happy that you enjoyed your stay with us!! We look forward to your return in the near future!! With warmest regards, The Candlewood Family

10/10 Excellent

Courtney

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Robert on Feb 6, 2024
Dear Courtney,Thank you for your incredible review. We appreciate you taking the time to leave us a great review!!! Please come back and visit us again in the near future. With warmest regards, The Candlewood Family

2/10 Terrible

Verified traveler

Disliked: Cleanliness, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

2/10 Terrible

Meezan, Little Rock

Business traveler, Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

10/10 Excellent

Dale

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023

8/10 Good

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Very Good!
Very good.
Stayed 1 night in Dec 2023

6/10 Okay

Verified traveler

Liked: Room comfort
Hotel is clean and comfortable- basic not fancy- housekeeping did knock on my door at 8:50am on Sunday which I thought was a bit to early
Stayed 1 night in Dec 2023

10/10 Excellent

Ron

Excellent management
The manager in Aurora IL, was so accommodating, Having health issues, he went beyond to help me. We appreciate him so much. A kind man who is an asset to your company.
Stayed 6 nights in Nov 2023

10/10 Excellent

Kim

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were very impressed with the quality and cleanliness of this for only$100. A full size fridge and a dishwasher!
Stayed 1 night in Nov 2023

4/10 Poor

Byron

Business traveler
Disliked: Staff & service
Appliances don't seem to work
I booked my stay for 11 days for a work project I was involved with in the area. The first room I was put in had a refrigerator that did not work...the freezer did but it just created condensation which dripped on my left over pizza and ruined it. I was told I would be reimbursed but never was. I was then moved to another room and this one had a microwave that did not work. I had to take anything I wanted to heat up to the 1st floor...of course I was on the 3rd. Was told I would be issued a credit for one night to make up for the inconvience...never was. The manager and staff were friendly enough but it doesn't fix the maintenance issues.
Stayed 11 nights in Oct 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

10/10 Excellent

pye

Stayed 2 nights in Oct 2023

8/10 Good

Colleen

Liked: Cleanliness, room comfort
Stayed 2 nights in Oct 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

6/10 Okay

America, Chicago

Traveled with family and small children
Liked: Staff & service, amenities
The rooms only had one quien size bed. It was not big enough for myself and my two children.
Stayed 1 night in Oct 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

2/10 Terrible

Hal

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
We reserved a two bed suite and we were given a one bed suite. finally got a roll away bed but not blanket. The manager said that he would credit our room for the four night and that has not happened as of yet. The floors in the room were extremely dirty and very few if any silverware.
Stayed 4 nights in Oct 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

2/10 Terrible

Grace

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Liked nothing. DEFINITELY not what the pictures displayed. Dingy and dirty, smelled. Poor maintenance issues with lighting and dishwasher.
Stayed 4 nights in Oct 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

4/10 Poor

Kristina

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Refrigerator was filthy. Bathroom shelving was dusty. Conditioner was gone and there were no washcloths in the room.
Stayed 1 night in Oct 2023
Response from GM on Oct 9, 2023
Thank you for your feedback. We will be addressing your concerns.

4/10 Poor

SARAH

Stayed 1 night in Sep 2023
Response from Front desk on Apr 13, 2024
Thank you for your feedback. We will be addressing your concerns.

8/10 Good

Alfredo

Stayed 1 night in Sep 2023
Response from Frank on Oct 3, 2023
Dear Alfredo,Thank you for staying with us at the Candlewood Suites Aurora. You feedback is very much appreciated, and we hope to see you again in the very near future. With warmest regards, The Candlewood Family

10/10 Excellent

Afzal

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
IT’s pleasant experience to stay here , staff is very friendly and specially GM mr Robert Mandujano is excellent guy , he treated the guest extremely nicely, always available for help. He is 5star .
Stayed 3 nights in Sep 2023
Response from Frank on Oct 3, 2023
Dear Afzal,Thank you for staying with us and for taking the time to let us know about your awesome experience. We agree, the GM, Robert, is an awesome manager. We hope to see you again in the very near future... With warmest regards, The Candlewood Family

10/10 Excellent

Mark

Liked: Cleanliness
Stayed 2 nights in Sep 2023
Response from Robert on Oct 3, 2023
Dear Mark,Thank you for your awesome review... It is much appreciated, and we hope to see you again soon!!!!

6/10 Okay

Verified traveler

Traveled with family
Questionable
Didn’t even check in. There were windows open and some with box fans. Looks like a homeless shelter. Not sure why they are listed to rent rooms out?
Stayed 1 night in Sep 2023
Response from Frank on Oct 3, 2023
Dear Valued Guest,I am so sorry that our property wasn't up to your standards. Candlewood Suites is an extended stay property so there are some Guests that are staying long term. We have traveling nurses and some families looking for housing. Families usually pick our property due to the full kitchen facilities. I believe some people did have their windows open enjoying the cool weather. Again, so sorry it didn't work out. With warmest regards, The Candlewood Family

2/10 Terrible

Daniel

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
COCKROACHES
Stayed 7 nights in Aug 2023
Response from GM on Sep 5, 2023
Thank you for your feedback. We will be addressing your concerns.

2/10 Terrible

Benjamin

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Dirty Hotel
Check-in was okay, went to the room and it hadnt been cleaned. Bed was messy, towels on the floor in the bathroom, used soap in the bathroom, food in the fridge, previous room keys laying out. Clearly was missed by housekeeping. Carpet was dirty and black, clearly hadnt been cleaned in years. Went to the front desk to switch rooms but they were fully booked and housekeeping already left for the day. I was provided with the managers business card and told to contact him. Thats it. Spent the next hour trying to locate an available room - only to have drive to Elgin (42 min away) to find one. Never again. NEVER.
Stayed 1 night in Aug 2023
Response from GM on Sep 5, 2023
Thank you for your feedback. We will be addressing your concerns.

6/10 Okay

Mercurio

Traveled with partner
no breakfast
Stayed 1 night in Aug 2023
Response from GM on Sep 5, 2023
Thank you for your feedback. We will be addressing your concerns.

4/10 Poor

Jessica

Disliked: Cleanliness, staff & service, property conditions & facilities
So rude for no reason
Gentleman at the front desk said we could check in early. Said it’s all full. I had him call his manager, funny. We got a room. Why be a jerk for no reason? It’s just lazy.
Stayed 1 night in Aug 2023
Response from GM on Aug 15, 2023
Thank you for your feedback. We will be addressing your concerns.

2/10 Terrible

Jennifer

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
The first room I was given smelled of smoke; so much so that we couldn't stay in the room. The next room was very dirty, toilet wouldn't flush, light in bathroom was broken and it had several half smoked joints. I stay in hotel rooms a lot for business and personal and this is the very first time I was ever so uncomfortable that I left. When I tried to explain the issues to the staff, they refused to even listen.
Response from GM on Aug 15, 2023
Thank you for your feedback. We will be addressing your concerns.

2/10 Terrible

CHERELLE

Stayed 1 night in Jul 2023

2/10 Terrible

Jeannette

Business traveler
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Never Again
This was the dirtiest nastiest hotel stay ever! Room 312...horrible. there were plastic plates stuck on the wall. I assumed they were covering old old phone jacks or something. Turns out they were covering holes in the drywall. I found out because they fell off the wall at about 2am. I woke up thinking someone was in my room. There are several more photos i can add of the filth...unfortunately i must have hit my photo limit.
Filthy nightstand
Wrapper on floor in front of nightstand.
Dirty fridge
Sink cabinet in kitchen
Stayed 1 night in Jul 2023
Response from GM on Jul 22, 2023
Hello Jeannete; So sorry to hear about the issues you had with your room. We will work hard to correct these items that you pointed out. Thank you for your feedback!

8/10 Good

susan

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Nice location- polite staff- comfy bedding Would ask for attention to be given to cleanliness of towels Washed but stained so a bit off putting AC condenser was leaking and socks got wet near area Please fix broken bathroom fan
Stayed 2 nights in Jul 2023
Response from GM on Jul 22, 2023
Hello Susan; So sorry to hear about the issues you had with your room. We will work hard to correct these items that you pointed out. Thank you for your feedback!

2/10 Terrible

Verified traveler

Traveled with family
Disliked: Cleanliness, staff & service
There were bed bugs..it is not a hotel. People live there and not just the trades and traveling workers,,
Stayed 1 night in Jul 2023
Response from GM on Jul 22, 2023
Hello Leenan; So sorry to hear about the issues you had with your room. We will work hard to correct these items that you pointed out. Thank you for your feedback!

6/10 Okay

Robert W

Liked: Cleanliness
Disliked: Property conditions & facilities
Desk staff was friendly . First noted faucet in bathroom was disconnected. Some electrical problems: no remote, tv dead, bedside lamp not working. Otherwise, bed was comfortable and window could be opened:
Stayed 3 nights in Jul 2023
Response from GM on Jul 22, 2023
Hello Robert; So sorry to hear about the issues you had with your room. We will work hard to correct these items that you pointed out. Thank you for your feedback!

4/10 Poor

Rebecca

Stayed 2 nights in Jul 2023
Response from GM on Aug 15, 2023
Thank you for your feedback. We will be addressing your concerns.

6/10 Okay

Sree

Stayed 1 night in Jul 2023
Response from GM on Aug 15, 2023
Thank you for your feedback. We will be addressing your concerns.

10/10 Excellent

Jane

Stayed 1 night in Jun 2023
Response from GM on Jul 22, 2023
Hello Jane,Thank you for taking the time to review us. We at Candlewood Suites want all of our valued Guest to feel cozy and comfortable. Thank you for staying with us and we hope to see you again very soon!!!! With warmest regards, the Candlewood Team

8/10 Good

Marianna

Stayed 1 night in Jun 2023
Response from GM on Jul 22, 2023
Hello Marianna,Thank you for taking the time to review us. We at Candlewood Suites want all of our valued Guest to feel cozy and comfortable. Thank you for staying with us and we hope to see you again very soon!!!! With warmest regards, the Candlewood Team

2/10 Terrible

Brian

Stayed 1 night in May 2023
Response from GM on Jul 22, 2023
Hello Daniel, So sorry to hear about the issues you had with your room. We will work hard to correct these items that you pointed out. Thank you for your feedback!

4/10 Poor

Daniel

Traveled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
Not impressed.
The hotel looked good and was clean but staff were less than friendly and the room needed maintenance: lightbulb in bathroom was flashing and would go out at times, fridge compressor sounded like an old car horn throughout the night and the fan on the ac sounded like it needed a new bearing. When we informed the front desk of the issues there was no attempt to apologize just kept sitting and gave a nod and thanks for letting us know. Not impressed.
Stayed 1 night in May 2023
Response from GM on Jun 3, 2023
Hello Daniel, So sorry to hear about the issues you had with your room. We will work hard to correct these items that you pointed out. Thank you for your feedback!

6/10 Okay

Verified traveler

Traveled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Front desk rude
There 3 adults and upon check in we got to our room to find there was only one bed. I made the reservation a month before our trip and reserved a 2 bed room. We were told the hotel was full so we could get a roll away bed but thats the best they could do. The parking lot wasnt half ful so it was hard to believe the hotel was full. Then we left our room an hour after check in to go do stuff and we were asked if we were gonna come down and get our bedding. Ummm no why wasnt it brought up our room?!?!?!
Stayed 1 night in May 2023
Response from GM on May 23, 2023
We're so sorry for any inconvenience that this may have caused!!! Unfortunately, things happen that are beyond our control such as plumbing and water issues. I truly hope we can accommodate you in the near future... With warmest regards, The Candlewood Team

2/10 Terrible

Verified traveler

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
This was awful! Tons of cats in windows and dogs in rooms. They were very unfriendly. Windows were boarded up.
Stayed 1 night in May 2023
Response from The Candlewood Family on May 9, 2023
Dear Anonymous Valued Guest,Thank you for staying with us and for your feedback. The Candlewood Suites are all pet friendly hotels which is why a lot of our customers are traveling with their pets. As far as the boarded up windows, which is actually an automatic glass door, we had a very bad storm a couple weeks ago with 90 mph winds which took the door off its track and onto the ground. This is the reason we had to board up the one panel that was affected. Unfortunately, we are waiting for the new door and glass to arrive. I am so sorry you had to see that during your stay with us. Again, we appreciate the great feedback and hope to see you again in the near future! With warmest regards,

6/10 Okay

Lucinda

Traveled with family
Liked: Staff & service, room comfort
Stayed 2 nights in Apr 2023
Response from Robert on Apr 17, 2023
Hello Lucinda,Thank you for staying with us!!! I wish you had let us know what we could have done to meet and exceed your expectations, but we appreciate your feedback anyhow.W hope to see you again in the very near future. With sincere regards, The Candlewood Team

2/10 Terrible

DALE

Business traveler
Disliked: Cleanliness, property conditions & facilities
Dirty
Stayed 5 nights in Mar 2023
Response from Robert on Mar 28, 2023
Hello Dale,Thank you for staying with us!! We were so disappointed when we received your review. I wish we knew what you had found that was dirty. We take pride in our cleanliness, and we utilize these opportunities to further train our staff. If we are not told what the issue was, then it just becomes a bad mark on the hotel. I truly hope you give us another opportunity to meet and exceed your expectations. Thank you again for your patronage. With warmest regards, The Candlewood Family

4/10 Poor

Abigael

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2023
Response from Robert on Mar 27, 2023
Hello Abigael,Thank you for staying with us at the Candlewood Suites.It seems we did not meet your expectations and I wish I knew what we need to work on. I truly hope you give us another opportunity to accommodate you in the near future so that we can show you a better experience. With warmest regards, The Candlewood Family