Candlewood Suites Erlanger - South Cincinnati

Avoid this location. Worst management experience ever. When we called with a billing and room issue the manager argued and hung up on us. No apology or care how they could make things better. We were given the wrong room type without being told. Then charged over $100 more the second night without being told because of some event. We traveled often over the past 20 years and never had a manager argue and hang up on me. I won’t be staying at this brand or location until I can speak to someone in the company about this manager. I want to communicate with the company.

This is a beautiful hotel. The front desk receptionist was very nice. However, when we booked the room, we WERE TOLD (BECAUSE WE ASKED) that there would be a pull-out sofa in the room. There was not. We were given an ADA compliant room, which is set up differently and does not have the type of shower that we prefer. Because there was no pull out sofa, we booked a second room for an incoming guest. When we checked out, we received one receipt. We mistakenly assumed (DEFINITELY OUR FAULT) that it was the overall charge for both rooms, so when our credit card was charged twice, we thought that there had been a mistake. We called customer service to discuss this. HERE’S WHERE THINGS FELL APART. After making the initial contact, we were transferred to the front desk of the hotel. We were told that no manager would be available until 11:00 at night eastern time. We left our contact information and asked for a return call. We were called back almost immediately by someone from the hotel.We received no introduction, so we had no idea with whom we were speaking, until later in the conversation AFTER we asked. This is a breakdown of what was discussed: 1) The second night of our stay, the room rate went up roughly $100 for both rooms (and we were not told about this). When we articulated this to the representative, he accused us of lying, because he said that all of his staff are trained to explain the rates. He said that he would have to watch the video to ensure that we were not lying. 2) The room that we had been given was not the room that we booked, and no explanation was offered. We pointed this out, and were given a very condescending spiel about how great Candlewood is, and how they are doing something right, because they were sold out. We were also told that they were one of the top Candlewood Suites in the nation. It was roughly at this point in the conversation that we asked for a name. We were given the name David and told that he was a general manager. 3) When we pointed out that at no point was there an apology given for our inconvenience, he told us that he was “sorry if we felt” that we had not been told about the rate change or room change. 4) I have NEVER in all of my over two decades of hotel stays had a representative of a hotel chain speak to me the way that I was spoken to today. He even argued with me about him being argumentative. He was sarcastic and extremely patronizing. He even hung up on us! Prior to hanging up, he told us that basically the difference was a shower curtain vs a sliding door. It was more than that to me, because I have had multiple issues with dirty shower curtains in other hotels, so I prefer to avoid that. Had someone explained to me that I was being moved to that kind of room, I would have expressed that concern. There’s more to that story, but suffice it to say that you never know a customer’s past experiences and why they might want to avoid a certain situation. However, clear, concise, communication can he

Very nice

Thank you Marvelous because shampoo/conditioner/hand soap all gentle dove and no overpowering odor from cleaning products or air fresher. Important when you’re very sensitive to both. Also curtain curved around to completely block out light! What a bonus.

It was nice and clean , very good for the price . I didn’t appreciate being charged $75 to have a pet in the room . I wasn’t aware of it until I checked in

Very Clean! Very clean!