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We're truly sorry to hear about your disappointing experience. Your feedback is invaluable to us, and we're committed to making improvements based on your comments. Thank you for bringing this to our attention.
The property smells very bad from reception through corridors throughout the lift reaching the room. Kind of nasty smell though it’s non-smoking facility. They can maintain the living areas including rooms without intolerable smell. The room we were provided has a main window even has no curtains with allowed outside powerful light to the room through out night.
Will never try any Candlewood facilities. Thanks
Dileep K Sahdevan
Stayed 2 nights in Apr 2024
Response from Alexis Garcia, GM on Apr 8, 2024
We apologize for the inconvenience you experienced during your stay. Rest assured, we take all feedback seriously and will address the issues you mentioned regarding the smell and lack of curtains promptly. We regret that your experience did not meet your expectations, and we hope to have the opportunity to welcome you back and provide you with a more enjoyable stay in the future.
This hotel has a terrible smell in the hallways and the room. The room has roaches too which the staff offered bug spray
brandon
Stayed 2 nights in Mar 2024
Response from Alexis Garcia, GM on Mar 13, 2024
We apologize for the unpleasant experience you encountered during your stay. Our team will investigate and take immediate action to address these issues.
6/10 Okay
Salvador
Mar 6, 2024
Loud people
Salvador
Stayed 1 night in Mar 2024
Response from Alexis Garcia, GM on Mar 8, 2024
We apologize for the disturbance caused by noisy guests during your stay. We strive to maintain a peaceful environment for all our guests and will address this issue with our team to prevent any future inconvenience. Thank you for bringing it to our attention.
2/10 Terrible
william
Feb 27, 2024
This hotel is in really bad shape, no curtain in the restrooms, rust all over, floor coming out, no breakfast just coffee, etc
william
Stayed 3 nights in Feb 2024
Response from Alexis Garcia, GM on Mar 1, 2024
We apologize for the inconveniences you encountered during your stay. Your feedback is invaluable, and we will address these issues promptly to ensure a better experience for our guests. Thank you for bringing these concerns to our attention.
Never try to book this hotel, the outside is amazing however the interior is terrible. The carpet and the entire premise is really dirty and a funny smell. They don’t provide shower shoes, no phone to call the front desk if needed, no WiFi ,Even hand soap is not provided. My whole stay was in one word “TRASH”
Amenan
Stayed 3 nights in Jan 2024
Response from Alexis Garcia, GM on Jan 18, 2024
We appreciate your feedback and apologize for any inconvenience you experienced during your stay. We'll address the cleanliness concerns and take steps to improve the amenities. Thank you for bringing this to our attention.
There was throw up all over the side of the refrigerator the ice machine didn’t work and the bathroom shower was broken the lock on the bathroom didn’t work and the beds were hard as concrete
Tommie
Stayed 1 night in Dec 2023
Response from Alexis Garcia, GM on Jan 1, 2024
We are truly sorry for the unacceptable conditions you encountered during your stay. Your experience falls well below our standards, and we sincerely apologize for the inconvenience. Rest assured, we are taking immediate action to address these issues and ensure a more pleasant stay for our guests in the future. We appreciate your feedback and thank you for bringing these matters to our attention.
6/10 Okay
Kortni
Dec 30, 2023
Kortni
Stayed 2 nights in Dec 2023
Response from Alexis Garcia, GM on Jan 1, 2024
We sincerely apologize for the inconveniences you experienced during your stay. Your feedback is invaluable, and we assure you that we are addressing these issues promptly to enhance the quality of our accommodations. We appreciate your understanding and hope to have the opportunity to provide you with a better experience in the future.
The rooms and carpet are dirty. The beds are very uncomfortable and sunk down. Toilet did not work, leaking, and noisy.
Thieu
Stayed 2 nights in Dec 2023
Response from Alexis Garcia, GM on Jan 1, 2024
We sincerely apologize for the inconveniences you experienced during your stay. Your feedback is invaluable, and we assure you that we are addressing these issues promptly to enhance the quality of our accommodations. We appreciate your understanding and hope to have the opportunity to provide you with a better experience in the future.
4/10 Poor
Terry
Dec 26, 2023
Terry
Stayed 3 nights in Dec 2023
Response from Alexis Garcia, GM on Dec 28, 2023
Thank you for taking the time to leave a review. We appreciate your feedback and would love to hear more about your stay to better address any concerns. Please feel free to share additional details with us directly. We value your input and hope to improve your experience in the future.
6/10 Okay
Michael
Traveled with partner
Dec 21, 2023
Michael
Stayed 1 night in Dec 2023
Response from Alexis Garcia, GM on Dec 28, 2023
Thank you for taking the time to leave a review. We appreciate your feedback and would love to hear more about your stay to better address any concerns. Please feel free to share additional details with us directly. We value your input and hope to improve your experience in the future.
I had to keep shaking the toilet knob to stop it form constantly running and there was a bad smell in the room like mold or urine.
Crystal
Stayed 1 night in Dec 2023
Response from Alexis Garcia, GM on Dec 28, 2023
We apologize for the inconvenience you experienced with the toilet and the unpleasant odor in your room. Our maintenance team will address the toilet issue, and we'll investigate the source of the smell. Thank you for bringing this to our attention, and we appreciate your understanding.
Thank you for taking the time to leave a review. We appreciate your feedback and would love to hear more about your stay to better address any concerns. Please feel free to share additional details with us directly. We value your input and hope to improve your experience in the future.
Thank you for taking the time to leave a review. We appreciate your feedback and would love to hear more about your stay to better address any concerns. Please feel free to share additional details with us directly. We value your input and hope to improve your experience in the future.
Totally awful. Room should not have been rented, and that's from the GM. I was atill charged for the stay in spite of the terrible room condition. Was told there was no handicap accessible rooms available (I requested handicap room). Wife slipped and cut herself. She a diabetic and this is a concern.
Overall the stay at Candlewood was a complete disaster and I've stayed at Candlewood suites before and have been exceptionally happy with my stay.
Got a refund for remaining portion of stay and was moved over to LaQuenta inn across the street, but that was marginally better (no hot water, standard handicap room with king bed.
I would love to discuss this with a Hotels.com representative. I have pictures of the condition, but this app is not allowing my to upload.
Jimmie
Stayed 4 nights in Dec 2023
Response from Alexis Garcia, GM on Dec 12, 2023
I'm truly sorry to hear about your disappointing experience at our Candlewood Suites. Your concerns are taken seriously, and I apologize for the lapse in our usual high standards. We regret the inconvenience caused to you and your wife.
Customer service was great! Room was severely outdated. Water stain took up at least 75% of the carpet which caused the room to have a heavy mildew smell. TV was even the smallest; 24” and there was no clasp on the door to help secure it!!!!
Alfred
Stayed 1 night in Dec 2023
Response from Alexis Garcia, GM on Dec 12, 2023
Thank you for your positive feedback on our customer service, and I appreciate you bringing the room concerns to our attention. I apologize for the outdated room condition, the water stain, and the inconvenience caused by the mildew smell. We are addressing these issues promptly to enhance our guests' experience. Your input is valuable, and we hope to welcome you back for a much-improved stay.
We sincerely apologize for the condition of our property during your stay. Your feedback is important to us, and we take your concerns seriously. Our team is committed to addressing issues of cleanliness and disrepair promptly. We appreciate you bringing this to our attention and assure you that steps will be taken to improve and maintain the overall quality of our facilities. Please know that your satisfaction is our priority, and we hope to have the opportunity to welcome you back for a more positive experience in the future.
I would like to start by apologizing to you for not meeting your expectations. We strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future.I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.
I would like to start by apologizing to you for not meeting your expectations. We strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future.I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.
The condition of the room was smell old smoke.
The hair dryer is not working
Second days the door ran out or low which the front desk had to opened
Conditions not met standard
Liem
Stayed 2 nights in Oct 2023
Response from Alexis Garcia, GM on Oct 17, 2023
I apologize for the inconvenience you experienced. We take your feedback seriously and will address these issues promptly. Thank you for bringing them to our attention.
I immediately checked out of the hotel! Markings and stains on the walls, furniture with very noticeable signs of wear and tear, and the bathroom was a complete disaster! I’m sure every room is not like the one I was assigned but beware. The rooms have plenty of space and when it was new you can tell this was a beautiful hotel but it’s obvious they have an unskilled maintenance team to keep up with normal wear and tear.
Milo
Stayed 2 nights in Oct 2023
Response from Alexis Garcia, GM on Oct 9, 2023
Thank you for sharing your feedback with us. We apologize for the experience you had during your stay. We take your comments seriously and will address the issues you mentioned to ensure a more pleasant stay for future guests. We appreciate your input and hope you will consider giving us another chance in the future.
Do not recommend. The chair in the room was way broken and everything needs to be renovated. I wouldn’t stay here again for free.
randal
Stayed 1 night in Sep 2023
Response from Alexis Garcia, GM on Sep 26, 2023
We regret to hear about your disappointing experience during your stay. Your feedback is important to us, and we apologize for the issues with the chair and the condition of the room. We take your comments seriously and will work towards renovations and improvements. We hope to regain your trust in the future.
The hotel hallways and room smelled of marijuana and mold. The bed linen had urine and blood stains on the sheets and pillow cases. The carpet was filthy and completely brown and black. The bedroom and bathroom walls had holes in them. There was mold on the sink handles. The bathroom faucet did not work. The shower had rust and hair from previous guests. There was urine on the toilet. The shower walls were coming undone.
Barrington
Stayed 2 nights in Sep 2023
Response from Alexis Garcia, GM on Sep 13, 2023
Dear Barrington, We apologize for the disappointing experience you had during your stay. This does not meet our standards, and we take your feedback seriously. We will address these issues immediately to ensure a more pleasant stay for future guests. Thank you for bringing this to our attention.
Thank you Elva Angelina, for the awesome feedback!
4/10 Poor
Brentoya
Jul 31, 2023
Brentoya
Stayed 2 nights in Jul 2023
Response from Alexis Garcia, GM on Aug 22, 2023
Thank you Brentoya, for your feedback.
4/10 Poor
Kathy
Jul 28, 2023
Kathy
Stayed 2 nights in Jul 2023
Response from Alexis Garcia, GM on Aug 17, 2023
Kathy,Thank you for taking the time to leave a review of your recent stay with us. We appreciate your feedback and take all guest comments seriously in our continuous efforts to improve our services. We apologize if your experience fell short of your expectations, and we regret that we did not receive specific details to address your concerns directly.We value your feedback and would greatly appreciate it if you could provide us with more information about your stay, so we can better understand the areas that need improvement. Our team is committed to providing exceptional experiences for our guests, and we would like to make it right. Please feel free to reach out to us directly with any additional comments or concerns. We hope to have the opportunity to welcome you back in the future and provide you with an enhanced experience.
4/10 Poor
Gisele
Jul 27, 2023
Liked: Cleanliness
Disliked: Staff & service
The shower wall was broken the carpet was ripped up. There was not any bed linen for the let out bed i call to thr front desk for some they stated they would bring some. No one came with any I went do in the morning telling them again about the bed linen staff stated tey will try and see if they can get some or see if they had any. I still didn't get any linen. I had to take some linen off the bed in the room to share with my son for the let out bed
Gisele
Stayed 2 nights in Jul 2023
Response from Alexis Garcia, GM on Aug 1, 2023
Gisele, We sincerely apologize for the inconveniences you experienced during your stay. We deeply regret the issues with the shower wall, carpet, and the lack of bed linen. Your feedback is essential to us, and we are taking immediate actions to address these matters. We hope you'll give us another chance to provide you with a better experience in the future.Thank you for bringing this to our attention.
Do NOT stay here if you are a clean freak. The shower walls were caving in. We had roaches on and under our bed. Our furniture was broken. The whole Hotel reeked of chemicals like a crime scene and was so hot in there. Humid at the worst in the Texas heat. We were told breakfast and there was none. Definitely will not be staying here again.
Jana
Response from Alexis Garcia, GM on Jul 24, 2023
Jana, We apologize for the unpleasant experience you had during your stay. This is not the standard we strive for, and we take your feedback seriously. We will investigate the issues you mentioned and take immediate actions to improve. Your concerns are important to us, and we hope you'll consider giving us another chance in the future. Thank you for bringing this to our attention.
Stay was wonderful only suggestion would be get a better air flow in the hall ways
Yalonda
Stayed 1 night in Jul 2023
Response from Alexis Garcia, GM on Jul 14, 2023
Yolanda, thank you for the awesome feedback!
6/10 Okay
Moises
Jul 3, 2023
Moises
Stayed 1 night in Jul 2023
Response from Alexis Garcia, GM on Jul 4, 2023
Moises, We genuinely value guest feedback as it helps us identify areas where we can improve and enhance our services. If there were any particular aspects of your stay that you would like to bring to our attention, we would greatly appreciate hearing more details so that we can address any concerns you may have had.We hope to have the opportunity to better serve you in the future and provide you with an experience that exceeds your expectations.
The place was in horrible condition. The first room the door would not open and there were me. On the outside of their doors talking making a lot of noise.
We got a key to another room and the hallway is as warm and smelled like mildew.
Jennifer the receptionist was great but the condition of the hotel was not.
Meliissa
Stayed 3 nights in Jun 2023
Response from Alexis Garcia, GM on Jun 28, 2023
Meliissa, please know that guest satisfaction is our top priority, and we regret that we fell short of your expectations on this occasion. We appreciate your valuable feedback as it helps us identify areas for improvement and work towards providing a better experience for our guests.Once again, we sincerely apologize for any inconvenience caused and hope that you will give us another chance to exceed your expectations during your future visit.
This was the filthiest Candlewood i have ever stayed in. After being in the room only a few minutes i killed 4 roaches. Thus place needs to be fumigated ASAP.
Anthony
Stayed 1 night in Jun 2023
Response from Alexis Garcia, GM on Jun 14, 2023
Dear Anthony,Thank you for sharing your feedback regarding your recent stay at Candlewood Suites Pearland. We apologize for the inconvenience you experienced during your time with us.Maintaining a clean and comfortable environment for our guests is of the utmost importance to us, and we take reports of cleanliness issues very seriously. We have immediately addressed the situation with our housekeeping and pest control teams to ensure that any existing concerns are thoroughly resolved.Please accept our sincere apologies for any distress caused. We appreciate your input, as it helps us improve our services. Should you choose to stay with us again in the future, we will make every effort to provide you with a more satisfactory experience.Thank you for bringing this matter to our attention.