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Rated 3.4 out of 5 by 69 reviewers.
Rated 1.0 out of 5.0 by Poor staff and service I was surprised at the poor staff and service considering I stayed here one year ago and the hotel and service were outstanding. I recommended it to several family members who stayed at the same time during my visit only to also be meet with very poor staff and service. The front desk was disorganized and slow to even acknowledge that a guest was waiting to be checked in. In the case of my family members, a roll away was requested well in advance of the stayed and confirmed just prior to the visit but upon arrival was told none was available and they wouldn't have guaranteed one anyway which is contrary to what had been told ahead of time. The rooms weren't clean to same standard as my previous stay. The poor service continued at checkout were I was told they could only email me a receipt for my stay and couldn't provide me a paper copy.. To date, I've never received this email. Overall the staff was disinterested, unorganized and rude at times. I'm not sure if new management has taken over or what. Regardless, this hotel has gone from an outstanding hotel with with excellent staff and service to a very average hotel with poor staff and service. I'm surprised the Candlewood Suites chain of hotels would allow this as I've always found Candlewood Suites to be outstanding as a whole. Dissatisfied Customer May 28, 2014
Rated 1.0 out of 5.0 by Horrendous Customer Service To be honest, I am short of adjectives to explain how horrible the customer service/front desk staff was at this hotel. The nail on the coffin was the front desk personnel who provided this kind of customer service was none other than the front desk manager. Here's my story - Generally I stay at IHG group of hotels whenever I travel for business or pleasure. During this trip I used my reward points to make a reservation at the Candlewood Suites to stay one night at this hotel. This was a last minute reservation and when I booked the room - a note said that this will be a floating room and the hotel staff will accommodate my request upon my arrival. Since I had a room preference (King Bed) - I called the front desk at CandleWood Suites to inform them of my preference, but, the phone went directly to an automated system which advised to dial an extension number. When I dialed the extension number, there was no response. Something didn't seem right to me - so, I used the IHG web application from the confirmation email and looked up the hotel information only to notice that the extension number that was advised on the phone was wrong. With this new information, I called up the hotel front desk - again, went to the automated system - I dialed the correct extension number - but, no one answered the phone - I left a detailed voice mail requesting a King Bed. By the way it was 10PM when I called front desk. When I didn't hear back from the hotel - I called front desk again - Mind, this was at 9AM - same response - leads you to the wrong extension - I press the correct extension that I got off their website - leave a voice mail. Not satisfied with this, I stopped by the hotel since the hotel was on my way to Galveston. This is at 11AM (give or take) - I politely tell the front desk personnel about my reservation and my request. Within 10 seconds, she says - sir, there are no king Bed's available and only Queen Beds are available. When I told her that I reached out to the hotel twice (previous night and that morning) and left them a voice mail and the way I was advised to reach out to an extension - she says - Sir, we don't transfer our guests to any extensions or mailbox numbers. I am standing there in disbelief and grab my phone and show her the extension number on their website. She blatantly said, I see that on your phone, but, I don't know what it is. SERIOUSLY??? You must be kidding me!!! and it turns out she was the front desk manager. Now comes the turn of cancellation question - I ask her, since the hotel is not in a capacity to accommodate my request although I have left him voicemails - can I cancel the reservation and retain my points? - the answer from the front desk - No Sir, you have to cancel the reservation 24 hrs before the check in time. Well - here is a copy paste from the confirmation email I received with my reservation. Here is the cancellation policy Canceling your reservation or failing to show will result in a charge for 1 night per room to your credit card. Taxes may apply. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of your reservation. But no where it mentions by what time I have to cancel the reservation. Finally I decided to take the Queen Room because I did not have another option. Can I have an early check in - No Sir, you cannot Can I have an late check out tomorrow - No sir, I have a out 70 check in's tomorrow and I cannot accommodate a late check out. Honestly, I have stayed at hotels which had anywhere from 150 to 200 people checking in and never had an issue with late check out. With everything said and done - I am NOT going to recommend this hotel to anyone - zero customer service, very rude I think that sums up my experience this go around May 20, 2014
Rated 4.0 out of 5.0 by Very good location Very near Galveston area! If you are goning to take a Cruise at Galveston Pier, this hotel is a very good choice to arrive a day before the cruise departure. April 22, 2014
Rated 1.0 out of 5.0 by misled and unsatisfied after reserving a king size bed and room 365 days in advance, I was told when i got there at 3 oclock in the afternoon on the day of my reservation that the staff had overbook and that my room was not available and that i would have to settle on a smaller bed and room and that the hotel would only charge me for the smaller bedroom...this hotel cannot be trusted with reservations and the staff was not at their post for long periods of time leaving the phones unanswered and customers waiting at the desk April 13, 2014
Rated 5.0 out of 5.0 by Precruise stay was cheaper than if we'd stayed in Galveston We had never stayed with Candlewood before....and are sorry for that. This place is great. We originally chose it because the cost for the night prior to our cruise out of Galveston was remarkably less than any place in Galveston (the cruise pier is just around 20 miles away - straight run, no traffic problems) We would come back again because it is great value for $$. The room is spacious, good amenities with desk, full kitchen facilities, NO COST guest laundry (much appreciated!!) and a great desk staff who took care of my two requests (an ethernet cable and corkscrew) quickly and with a smile. Yes, I do recommend this place. March 31, 2014
Rated 4.0 out of 5.0 by Good place to stay, great folks, good part of town My stay was provided by the company I was working for. it was a long term project (3 months) at the area refineries. When I arrived the staff was welcoming and ready to provide my stay. The room was spacious, clean, and well presented. As for the kitchenette, it saved me a lot of money on eat out expense and it was nice to be able to prepare my meals when I wanted to. It was also nice to be able to use the facilities free washer and dryer service located on the 1st flr next to the gym. The hotel had a difficult time providing all the laundry equipment at all times, but normally there was at least two wash machines and 3 dryers at a minimum. The outdoor pool was well maintained and ready for use. The water temperature was just a little to chilly for me.. If I had one negative to point out it would be the facilities gas grill located in the rear of the building at the social patio area. I tried to cook some steaks on it one day and it would bight light proper or provide enough heat to cook properly. Being disappointed about this I emailed the GM of the hotel about this issue. He assured me that it would be corrected in a timely manner. Well after a few checks of the from the matter was not addressed during te test of my stay. Disappointed needless to say. March 29, 2014
Rated 5.0 out of 5.0 by Great stay I really enjoyed my stay here. I had friends over to play cards and they were really surprised at the size of the room. I loved the hot shower and the kitchen area conveniences. The staff was just wonderful. I tried the pool and the weight room. The bed was very comfortable. Excellent overall. February 26, 2014
Rated 2.0 out of 5.0 by Poor Housekeeping The suite appeared unclean. Upon walking in there was a stiff dirty dish towel on the kitchen counter. Then walking into the bathroom there was a dead roach on the floor. The bed sheets looked wrinkled and not fresh. I was uncomfortable staying in that suite, but it was late and I was tired. February 4, 2014
Rated 3.0 out of 5.0 by Would it hurt you to act like you enjoy your job? I've stayed here before and nobody seems to be in the right position for customer service job. They are pleasant enough, but not make an effort to make you feel welcome. Never, in all my stays have they recognized my Platinum status. January 14, 2014
Rated 5.0 out of 5.0 by Very comfortable bed, staff great! The booking agent booked a handicapped room and the staff quickly moved us to a regular room. The bed and pillows were the best we've ever slept on other than home. December 29, 2013
Rated 5.0 out of 5.0 by Very clean and great location Stayed here a couple of times. Clean rooms, and excellent location for runners! Local neighborhood has a 2 mile trail around a lake that is awesome for running. Staff is wonderful also. December 17, 2013
Rated 3.0 out of 5.0 by The cupboard was bare This property was just fine except the cupboard was almost empty for my entire stay. I stay at Candlewoods largely for the cupboard convenience, but not this time. The staff couldn't even tell me when it would be filled again. December 13, 2013
Rated 5.0 out of 5.0 by Clean - Just like new. Staff was friendly and helpful. Room was clean with a nice size desk for working on business trip. Common areas nice clean and welcoming. All-in-all, for the price, I wouldn't stay anywhere else. November 12, 2013
Rated 5.0 out of 5.0 by Great location! Great experience! Close to Galveston and the annual Shrimp Festival and Stuart Beach. Located a stone's throw from the Johnson Space Center. Excellent staff and comfortable suite. We really enjoyed the hotel pool and loved the fine local dining. The hotel is right off I-45 with easy access to League City, Houston and Galveston. We had a wonderful long weekend and plan to return ASAP! October 2, 2013
Rated 5.0 out of 5.0 by Wonderful Hotel Me and my husband needed to combine business with some much needed away time, this place was awesome! The bed was so comfortable, could have been a little bigger I don't think the bed was a queen, but other then that the bed was comfortable, and the room was very clean the staff was so nice, we will stay again because it felt more comfortable then any hotel we have stayed at. They even have movies you can choose from at no cost. I wouldn't hesitate to tell anyone to stay here we loved it! September 25, 2013
Rated 4.0 out of 5.0 by Pet friendly & good location. My wife & I decided to check out the Galveston area ( last minute decision) for the Labor day holiday. This place was less than 30 min. from the beaches & right off highway 45. They are a pet friendly hotel & we brought our Cockerspaniel because we were unable to board him. The suites were just the right size & the staff was wonderful. The only downfall was all the mosquito's. right around the hotel. I would have no problem staying here again in the future. Thanks again September 5, 2013
Rated 2.0 out of 5.0 by it was ok Good location and was easy to find. But I made reservations for a room with the separate living room with a sofabed that said it sleeps 4 people in the room. When we walked in all there was was just the bed and no separate sitting area. I ask the lady up front but she told me they didn't have any room like that. So we had to change to a double bed room. September 4, 2013
Rated 5.0 out of 5.0 by Awesome experience Excellent staff!! Will defiantly visit League City again. Thanks for welcoming us! August 26, 2013
Rated 5.0 out of 5.0 by Great for families 2 adults and 3 kids for weekend stay. Comfortable beds and well equipped kitchen. Staff friendly and helpful. Not bother by kids milling about on raining day and even kept pool open late for families to enjoy. Easy local off freeway. Would definitely stay again. August 5, 2013
Rated 4.0 out of 5.0 by Stay at Candlewood Suites Loved the layout of the room, comfortable beds, nice kitchenette...just didn't keep enough towels clean and didn't know they only cleaned the rooms once a week would have been better prepared for that. August 2, 2013
Rated 4.0 out of 5.0 by Good, but small basic rooms This place got some bad ratings in the past. We had a pretty good experience there. (9 days) The rooms are basic, but their upscale touches like granite counters etc. make it nice. Quiet for the most part - glad to of had a pool view instead of freeway view. The bed was small - it was supposed to be a queen suite, but that seemed like a really small queen size, but good quality ( maybe it was a double ). Everything was clean and in great shape in the rooms and elsewhere.. the only real problem was trash disposal. Housekeeping is weekly.. and they have small trash cans in the hallway ends. At times these would pile up. They need to fix that problem. Only other issue is that they could not provide a receipt upon checkout.. Front desk staff stated that "since the reservation was made on-line that they could not see the bill or make a receipt". Big problem here... these normally take a couple of days to show up on the IHG (formerly PriorityClub) website. At the present time I can't get anything from my account history from - it has been like that for a few days now. I have called and apparently there is a problem. (still don't have it) This transition to IHG has not gone well! PriorityClub used to take good care of the Platinum members.. July 16, 2013
Rated 5.0 out of 5.0 by Ratings was underrated My stay at this Suit was very comfortable working nights and sleeping during the day. most places is so loud and hard to sleep during the days and this wasnt a problem at this Suit. Because of the way i was treated and was able to rest so good i will look for this company more for my out of town stays. Excellent service all around. July 3, 2013
Rated 5.0 out of 5.0 by Great stay This is my third or fourth stay at this hotel and I have never encounter any problems. The staff always had a smile, they were warm every time I was greeted. The girl that checked us in was a sweetheart, even wished us good luck in the game. At check out I got the same warm departure. There were no issues, the rooms were cleaned and beds comfortable. I would stay here again. May 20, 2013
Rated 1.0 out of 5.0 by dirty and need to pass a vacuum cleaner I did stay in this hotel this week. The room, the bathroom and kitchen was not clean. It was a bad experience. I did stay in others Candlewood hotels and It was better. The rest of hotels around were sold out. I decided to clean a bit the room. I had not choice. Avoid this hotel if you can. May 11, 2013
Rated 1.0 out of 5.0 by Beware My husband is a Priority Reward Club Member has stayed at Candlewood in the past and loved it. But this one, way different story. We called on the phone 15 minutes before our arrival and was told they had 3 double roooms (just checking availability.) When we got there, they only had 2 rooms because they didn't "realize" one was already booked. If it's booked, it should be taken out of the system. We compromised the 2nd bed in the 3rd room, which by the way is not a queen bed as they claim it is. They only had "1" extra pillow that we could have. I witnessed them telling another guest that was asking for eating utensils that they only had "1" fork. The shower curtain is too short and doesn't hang in the tub. Therefore, the floor gets lots of water on it. Then the most important, I washed our baseball uniforms there and something from the washer got all over them. The coaches shirt is completely ruined. The attendant on duty called manager and told me they could give me $6 #six# off my room rate. Wow, $6 for $75 worth of clothes. So I talked to manager the next morning. Still $6 off. Not acceptable! She called General Manager and I was able to have $40 taken off my bill. I accepted that. That was better than $6, but still less than it will cost to replace clothes. I know this was a "freak accident" but that's just what it was, an accident and the manager "couldn't believe that happened in her washer." Very poorly managed. Overall, thumbs down for this hotel. May 1, 2013
Rated 2.0 out of 5.0 by Horrible upkeep I have been in the oil and gas industry for 15+ years.... I live in hotels. To think that I had to pay over $100 dollars for a room that is only cleaned weekly and/or after checkout is beyond me. We come to relax and get away on personal visits and just want to come back and rest on business visits, not have to carry towels downstairs for new ones and get our rooms cleaned. Also, this last stay, I had the room at the end of the hall and from 9am to 10pm there were 2 bags of trash leaning up against the FULL trash can and it stunk up that hall way. This just floored me knowing that there was a cleaning cart earlier that day as I came back from lunch only a few doors down from that trash can. They were still there upon checkout the following morning. As much as I hate to say it, but this hotel needs new management. Doesn't seem like anyone takes pride in the hotel. March 25, 2013
Rated 4.0 out of 5.0 by Nice room but slight issues The room itself was nice and comfy. I think I paid too much to have issues with my stay. I failed to have my toothbrush and I tried to obtain one (first) from the front desk, with no luck. Then, I tried to get a toothbrush from the cupboard also with no luck. I had trouble with the plumbing in the middle of the night. I let the front desk know in the morning. I used the gym in the morning, and I was told not to close the door behind me or a lock smith would have to be called. This is not the norm during my stay at this Candlewood Suites or others. February 9, 2013
Rated 1.0 out of 5.0 by Not recommended for long stays Poor wifi Staff not friendly Worst stay at any IHG property in the last 5 years October 22, 2012
Rated 1.0 out of 5.0 by Take away the Franchise of Holiday Inn. This hotel has to be the worst Candlewood Suites in the Country! Management claims owners are in Dubai and don't care about the hotel. No internet, garbage cans are full and not emptied, employees say they don't care because the owners won't give them the resources to fix or clean up the hotel. Stayed two weeks and repeatedly requested internet. I was told there was nothing that could be done. I should have left. The pool area was dirty and there was not any furniture in the pool area. I would really appreciate if your corporation would audit this location and remove from your preferred Candlewood Suites. I am a platinum Holiday Inn properties and spend approximately 225 nights in Holiday Inn properties a year. I won't be back, even though I spend much time in working in League City, TX. August 23, 2012
Rated 2.0 out of 5.0 by Inflexibility I got in at midnight, asked for a late checkout. Quickly denied. Asked to check out by 11am. Would not discuss it. August 16, 2012
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