Candlewood Suites Austin North 290 & I-35 by IHG
🏨 Hotels & Travel · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
hotel staff are unresponsive and unavailable at the front desk
Business reply on Google
Hi Kel, We appreciate you taking the time to update your review and share your experience. We’re sorry to hear about the difficulties you encountered when trying to reach the hotel and the lack of assistance during the evening hours, as we understand how frustrating this must have been. We do appreciate your recognition of the room accommodations and the helpful service provided by our daytime team. Your comments regarding communication and service availability will be shared with our team for further review. For assistance with your unresolved concern, we encourage you to contact us directly at +1 512-436-8099 so we can review the matter further. We value your feedback and hope to have the opportunity to better assist you in the future. - The Staff at Candlewood Suites Austin North 290 & I-35
damp bedding caused a fungal skin infection for the guest
Business reply on Google
I am very sorry to hear of your misfortune. Please know that all linens are changed and replaced with fresh, out of the washer/dryer linens. The chemicals used to wash the linens is used in thousands of hotels across the country and this is an issue I have not heard either on the property or industry. Not knowing your activities throughout the day, I can not begin to figure out where your rash came from, however, I am sure it was not from here. I do hope you are feeling better, Linda Netherland General Manager
Vehicle broken into and parts stolen in hotel parking lot
The hotel room was infested with cockroaches and in poor condition.
Hotel room had mold odor, dirty linens, and cockroach infestation.
Business reply on Google
I am very sorry you did not enjoy your stay with us. Had I been made aware of these issues while you were here, I am confident we could have corrected all of them. I will have them taken care before the end of day today. Linda Netherland General Manager
The hotel charged the customer for an extra night incorrectly.
Rude staff, sewage odor in halls, and malfunctioning air conditioning.
Front desk staff was rude and unhelpful regarding amenities and parking.
Room was downsized, dirty, and contained mold in the freezer.
Business reply on Google
I am so very sorry for this. I don't knnow where to start. I have hired a couple of new housekeepers in the past few weeks. I do not know if they missed a total clean on this room or is soomeone went back into the room after it was cleaned and used the facilities. Either way, no one should ever check into a room in that condition. As for the room type, there are times when we have guest that extend that stay or when something in the room breaks and we have to take it out of service. With only 6 1 bedroom suites, it is inpossible to upgrade the guest that was set to occupy that room. I know how dissapointing it is after the long day of work and travel, to not have your expectations met, and again I am sorry. I have processed Rewards 1 points into your account that you should see within the next couple of days. Thank YOu! Linda Netherland, GM
The bed frame slides easily when moved.
cockroach found in room and unhelpful front desk staff
Presence of cockroaches and lack of room cleaning services.
Hotel canceled confirmed reservation due to overselling for higher rates
Business reply on Google
Ms. Trevino, we have not been dishonest with you. We were and still are oversold. We had anticipated cancellations however when we saw this was not happening, the reservations were returned to the third party a month in advance in an attempt to relocate your reservations. No one wanted this to happen and no one is profiting from this. We are sincerely sorry.
The hotel cancelled a long-standing reservation without providing alternative…
Business reply on Google
I am so very sorry this happened. This is not what we are in this business for. We had hoped for some cancellations, but when we saw none were coming, we had no choice but to give them back to the people you booked with so they could relocate you. I am sorry!
Vehicle broken into in parking lot with poor staff response
Hotel failed to provide the reserved room type for the group.
Business reply on Google
I am so sorry this happened to you. While I have not finished my research on how this happened, it seems as though a group of workers due to check out decided to work through the weekend and kept the rooms with the 2 double beds. I will continue to follow up on this so it does not happen to anyone else. Linda Netherland, GM
Hotel had no rooms available despite confirmed reservation
Business reply on Google
I am sincerely sorry we did not have your room for you upon your arrival. It looks as if we had a group of rooms due to check out that failed to do so. If there is anything I can do to correct this issue for you, please do not hesitate to contact me. Linda Netherland, GM
Room maintenance issues and poor service during the stay
Staff member falsely accused guest of theft without verification.
Hotel staff gave away rooms and provided poor customer service.