Candlewood Suites Alexandria, an IHG Hotel
What people are saying
I stayed at the hotel in May for over a month with a group of students ranging from 4 to 13 and renting out as many as nine rooms at a time. I found the rooms to be decent overall and the location was very convenient for our needs. However, not all rooms had working appliances all the time and the array of dishes and utensils was random from room to room. My big issue with the facility was with service and the management. They always seemed super disorganized when we arrived and half the time the check in clerks did not realize our group was coming (from week to week). This lead to delays. There were also more serious errors in our billing including sales taxes that were charged by mistake (this was official state business) and incorrect rates. What was most annoying, however, was ultimately trying to correct these issues with the management. The manager refused to directly answer some of my questions and stopped replying to my emails about a final charge that had not been corrected. I just recently had time to contact IHG directly so that they can step in and resolve this. We spent almost $15,000 in rooms over the time we were working in Alexandria. So I find the disorganization and lack of good customer service, especially from the manager, to be a big negative for this hotel.
I chose Candlewood Suites because I had stayed in one before that was great. This time, not so. I scheduled King Suite and was given keys to a queen studio, twice! Clerk finally got it right, saying Expedia didn't tell them the size room. The stovetop did not work. Clerk was surprised it had not been checked. There was no microwave. Clerk said it must have been stolen. We had invited friends for supper. We settled for salad and bread since we could not cook the meat we brought. I brought pancake mix for breakfast, but we had to go buy breakfast instead.
If you stay for a week, no one cleans or brings fresh towels. Bathroom is terrible had mold on the ceiling and every metal item in there is rusty. Nice staff but terrible rooms. No breakfast is served here as well.
Elevators are very outdated. They look like they're up so far but they're not. I am changing my review because a representative actually took the time to respond. A lot of places do not do that. So since you took the time to respond to I am going to change my review. Thank you so much
Hotel staff were accommodating and friendly, always a happy face to greet you good morning. The rooms were nice aside from the peeling and ripped chairs. Someone broke into my hotel room twice, both times while I was in the room (this was 1230 am), there were no cameras in the hallway to catch the person who did it. The only thing stopping them was the metal latch on the door since the deadbolt did not fit into the slot in the door frame. If you are traveling alone and/or value your personal safety I would not recommend it. Staff were very kind and supportive when I explained what happened but I was appalled to hear that none of it was caught on camera as there was no camera by my room.
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