Candlewood Suites Dallas Market Cntr-Love Field by IHG
🏨 Hotels & Travel · Dallas
Between really bad and never again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Hotel cancelled prepaid reservation without notification due to late arrival
Business reply on Google
Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience. Sincerely, Kynn Robinson Assistant General Manager
Insufficient towels provided for the number of guests in the room.
Business reply on Google
Dear Autumn, I am so sorry that you did not have a great stay with us. We are a limited service hotel but, we always have a front desk team willing and able to provide anything you might need, whether it is fresh towels, sheets or any other daily amenity. I hope the rest of your stay in Dallas was a great one. Have a wonderful summer! David General Manager
Employee harassed guest after previous complaint about unprofessional behavior
Business reply on Google
Jonathan, Thank you for pointing out our shortcomings. I will address the issues you pointed out and see to it no other customer has those issues when they stay. We look forward to seeing you the next time you are in Dallas. Dave Mettauer Assistant General Manager Candlewood Suites DMC [email protected]
The hotel rooms and facilities were dirty and poorly maintained.
Frequent vehicle theft and break-ins reported in the hotel parking lot.
Business reply on Google
Rogelio, Thank you for bringing this to our attention. We understand how concerning situations like this can sound, and we want to reassure our guests that incidents of this nature are not a regular occurrence at our property. The safety and security of our guests is a top priority. We have multiple measures in place. We also maintain communication with local authorities to ensure any concerns are addressed promptly. While no location is entirely immune to isolated incidents, we want to emphasize that the experience described does not reflect the typical stay at our hotel. The vast majority of our guests enjoy a safe and comfortable visit without issue. We appreciate your feedback and remain committed to providing a secure environment for everyone who stays with us.
hotel failed to provide scheduled shuttle services to airport and station
Staff provided false information regarding shuttle availability at a sister hotel.
Business reply on Google
Jonathan, Thank you for sharing your feedback. We’re very sorry for the frustration this situation caused. When we are sold out, our team does try to help by referring guests to nearby hotels that may have availability. However, those properties are not sister hotels, and their amenities—such as shuttle service—are managed independently by each hotel. We sincerely apologize if there was any misunderstanding regarding the shuttle, as that was certainly not our intention as we use information that is on websites when referring. Your feedback is important to us, and we will review recommending other properties in the future. We appreciate you bringing this to our attention and wish you safe travels. David General Manager
Poor room maintenance, excessive noise, and mold in the bathroom.
Business reply on Google
Dawn Cannon, I apologize for the disappointing stay you had with us. We strive to provide each person a stay that makes them want to come back, however we obviously dropped the ball this time. I will personally address each issue you had with us to ensure this doesn't happen again to another customer. I hope you give us another chance to provide you a great stay experience the next time you come to Dallas. Feel free to contact us when you do so that I can ensure stellar service and our best room is provided. Dave Mettauer Assistant General Manager Candlewood Suites DMC [email protected] 214-631-3333
Hotel room was filthy with broken furniture and missing linens.
hotel room had cockroaches, mold, stains, and poor staff service
Room description was inaccurate and the facility had structural and pest issues.
Business reply on Google
Dear Paul, Thank you very much for your review. I appreciate the candid feedback and am completely embarrassed by your experience. First let me start by offering a sincere apology for your experience. This is not something we ever want a guest to encounter. We have weekly pest control service under contract, and I will make them aware of the situation. In regards to your room type, we have two types of rooms with 2 beds. We have a room with two beds and 1 bath and a two bedroom, two bath suite. The room with two beds and one bath is the one you booked and received. There is a living room with a sofa and a double bed and a bedroom with a queen size bed. The beds are separated for privacy. Of course all of our rooms come with full kitchens as well. The two bedroom two bath has two bedrooms, to en suite bathrooms and a shared living room, making it three total rooms. I will take a look at the description with our team and see if we can word the descriptions a little better. Again, my absolute apologies for your experience. We did not have our best foot forward. I hope you had a great experience in the Dallas area. Thank you again. David General Manager
Guests were unable to access clean rooms at night.
room infestation with roaches and multiple facility maintenance and safety issues
Business reply on Google
Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our team so that we can continue to improve our services. Sincerely, Kynn Robinson Assistant General Manager
Unreliable shuttle service and unsanitary room conditions with safety concerns.
Hotel has pest infestation and stained bedding with missing shuttle service.
Hotel has severe maintenance issues, mold, and poor sanitary conditions.
Room had damaged furniture, broken sink, and clogged shower drain.
Room odor, frequent false fire alarms, and unmaintained pool access.
Housekeeping disturbed guest and staff were unprofessional regarding incidental hold…
Dirty room, broken air conditioning, noise disturbances, and billing errors.