Candlewood Suites Cleveland South - Independence Reviews

Location suited me to where I was going. The atmosphere was terrible. Upon arrival, there was a family outside in front of the entrance so that I could not pull up and unload my car. Rooms are fine, however, the room type I booked was not given to me. I requested another room and I heard "Well, I didn't put you into the wrong type of room, the computer did", "it is our last room available" and "I didn't know what your room type was". What? For real, these comments came from a front desk attendant. Value for the room is poor. Hotels in Independence are always overpriced. Noise level is also subpar; you can hear your neighbor during active times. Parking is terrible. In regard to options provided by the "it's not my fault" clerk, I was told I could TAKE ANOTHER GUEST'S ROOM. Really? Am I going to take another guest's room? Me: "I would like to speak to a manager." Clerk: "She isn't here. I can have her call you." Me: "Okay". Manager never called. Clerk: "She will be in early tomorrow. 8:30-9am". That is not early, those are normal working hours. Called for the manager at 5:25pm, she had left around 4pm. PROS: room was clean. Kitchen is nice. Beds are crazy comfortable. Free washer and dryer (BYO soap and fabric softener). Overall, the customer service experience was disappointing. Customers should never be told any variation of "it's not my fault"—accountability is key. Additionally, management follow-up was lacking; I did not receive any email, text, or phone call.

Positives: Location convenient to restaurants and downtown Cleveland. Hotel was clean and check-in was quick. The bathroom and kitchenette appear to have been recently renovated. Hotel offers access to a nice size pool and bar in the adjoining Holiday Inn. Negatives: Hotel is oddly situated behind the Holiday Inn and entrance is not very welcoming. The air freshener is overwhelming and hits you as soon as you enter. The room had only 1 chair at the desk, anyone else would need to eat in bed. Some of the dishes in the kitchenette were dirty and only 1 fork was provided. The coffee pot water reservoir was filthy. Attempted to swap out dirty towels in the morning, housekeeping said there were none clean. Checked back with front desk later in the day and only 1 set of towels was available. Hotel walls and doors do not seem to have any sound reduction. Conversations and activities were not always private. Check out is 11 am, housekeeping was at the door knocking at 10 am. While loading our luggage on the cart in the hallway, housekeeping yelled from the far end asking what room we were leaving. No complimentary coffee or breakfast. For the price and the brand, it should have been better.