Do not stay here. Not Candlewood Quality or Service.
Reviewed 30 August, 2021
I travel weekly for my job, and have always been comfortable in a Candlewood property until this one.
I used a free night through IHG program as I had an early flight out the next morning. I checked in around 9pm and it was the longest check in process ever. I'm a frequent hotel guest and all my information is loaded along with my credit card info. Again guest services needed my address and all my Info to type into "their" system. She asked for credit card for "incidentals". ***should pay close attention to this part of story.
Finally the 1st room I go to has NO SECURITY locks on the doors at all.... traveling alone and over 1000 hotels rooms this has maybe happened once. I goto front desk and ask for another room- she says well all the security locks were removed. It's late and I have a 6am flight. So as she stated 2nd room, no locks and the AC isnt working. At this point I'm not going back down to front desk. I mess with it for two hours. Finally get it to reset as it's 82 degrees in the room. Cleaning is questionable at best- I make due and head out early next morning.
30+ days later my credit card bill arrives and wouldn't you know there's a charge on my credit card from the Candlewood Hotel / Grand Rapids airport. (I had a free night voucher) so needless to say I was reminded of my questionable stay and had to make two more calls to get my credit card refunded.
Do not stay here.
You will NOT be happy, whatever price you pay.
Pass on this place
Reviewed 1 August, 2021
This hotel should be removed for the IHG roster, or someone with IHG should go in and see the lack of quality, cleanliness and customer service.
The room was dirty, including pubic hair on the tub, dirt on the floor, the bathtub clogged, the shower leaked out in to the hallway, and the TV shut itself off without reason, one of the beds appeared to have been slept in or sat upon, the overall condition of the room seemed partly remodeled by unskilled workers with screw holes in the walls, old doors, a missing security bolt, paint on the floor and doors etc., the police presence at the front door upon arrival, the broken elevator, what seemed to be a demolished room on the first floor with the door standing wide open and a man sleeping in the room, and lastly the unconcerned and surly "manager" encountered in the morning.
We arrived in the afternoon on 7/23, dropped our bags and left. By the time we realized the condition of the room - it was 930pm or later - after showering and having to wash my feet separately because I was standing in ankle deep filth water, I called IHG to simply ask for a return of my points. I was left on the line 3 times that night, called the front desk - no answer.
I then called IHG again in the morning of 7/24 and after THIRTY FIVE minutes on the phone a borderline nasty woman in guest relations stated that IHG cannot provide points back, that I have to get resolution with the hotel. She then called the front desk and informed them of the issues and ended our call. The front desk called the room immediately and advised a supervisor named Michelle would be calling me after 11am.
Upon checking out, I spoke with Lisa (very nice front desk clerk) and she informed me the manager was on the phone right next to her and I could speak with him. This man then stated that the hotel cannot give points back and can only offer me another room or another stay. He did not ask about the concerns, the room, or why I needed a refund of points. I asked if he meant at that location and he replied yes, to which I said no thank you and left. The survey sent by Candlewood or IHG for feedback does not work and it seems IHG makes it intentionally difficult to find help on their website or by phone.
I do realize that short staff is a concern in all workplaces, but the customer should not have to go in to a room and have to fill the bathtub or inspect the towels to ensure a proper stay. If the rooms were being cleaned, that person would know the tub does not drain, but the left over pubic hair and the dirty back up water tells its own story.
Reviewed 13 June, 2021
This place sucks . Don’t stay there . Stay away . Got there and got the wrong room and got in the room and it took four try’s before I got in the room when got in the room it was not clean at all . Sheets were drity and the floors were drity and the shower had hair all over it . Mod all over the tub and walls . Saturday got the right room and the beds were clean but the shower was not clean mod all over the place . I prepay for this room and so I could not get my money back from the hotel . But I will be calling hotels.com to get my money back. Then they took another 125.dollars off my card as well .. the guy behind the desk was doing the best he could being the only person there . The manger left him there all by his self . When I left today to talk with the manger Tim he was not in . . I believe he was there maybe twice in the three days I was there .. just don’t stay
Away From the Snow
Reviewed 7 April, 2021
I stayed at this hotel for a few days, while visiting friends around the GR area. Snow was heavy as expected. I had no problem getting in and out of the premises.
Management gave me a suite, and for the price I was very pleased. The rooms were a little old but clean. There were a few guest from the nearby airport. Looks like a favorite stop over for traveler.
The hotel is conveniently located close to the malls and near a Meijer. I got my groceries for my stay at this hotel and got to cook a little bit.
Only downside was there was no breakfast. No problem with me. Coffee was available 24/7. Front desk person was courteous. (The attached photo is a view from my window facing west towards GR.)
I would come back.
Reviewed 22 January, 2021
Hotel exceeded expectations and had a lower rate that I thought it would. The staff are nice and Kim was amazing.
The snack shop and board games were unexpected and helpful. The place is truly beautiful.