Rated 3.3 out of 5 by 12
Rated 2.0 out of 5.0 by bill1069 Nice Staff, Facility…Not So Much
I am a Rewards Club Member so I stayed at a Candlewood Suites because it was nearby the South Bend Airport. I’m rarely disappointed by the suggestions made on the website for Club Members so I didn't think twice about booking – I just wanted to be close to the airport. While the employees at Candlewood were pleasant and there were some great convenience features relating to available food, there were many things that left me disappointed. I don’t feel that the rooms are well taken care of or cleaned regularly. There were small things that were not tended to but it added up. For example, the bathroom garbage still had trash in it from the last guest. Also I am a taller person so when I was using the refrigerator I noticed that the top was filthy as though it hadn't been cleaned in quite a while. While this may be out of reach for some cleaning personnel I think it’s something that should be cleaned because I’m sure I am not the only one that would notice this. Last, there was a small stain on the sheets on the bed which to me looked like a blood stain. If a stain cannot be removed the sheets should be thrown out and new ones installed. In my mind I also wondered if the sheets had ever been changed from the previous guest.
Beside the room being dirty there were other items that needed attention by management. The display on the wall thermostat to control the air in the room was not working at all so I couldn't control the air in my room. If the battery is dead in the thermostat then change it! This type of problem can make your guest very uncomfortable depending on the time of the year. While I was settling in I looked at the time and (thankfully) realized it was behind an hour. It took me a while to figure out how to reset it so I could use it as an alarm. I think that resetting the clock in each room should be an easy task to perform. Having the wrong time in the morning – especially in a hotel near an airport – could really hurt someone’s schedule. I received a room with a king size bed but the room was not big enough for the bed. There was less than a foot on one side of the bed then a chair on the other side which made getting in and out of bed very awkward. Last I feel that the airport taxi service recommended to me was not a good suggestion. Per the recommendation of the hotel receptionist I went with Express Cab. When I got out of the airport there was no Express Cab there but plenty of other options. The reason I called Express Cab was due to a special $7 rate established for Candlewood Suite guests that the receptionist had told me about. When I called the taxi service they were not near the airport and didn't seem to want to go out of their way for a “special rate.” I ended up paying a little more for a taxi that was present to get to the hotel. It was frustrating to deal with on my arrival in South Bend.
So to say the least I was not very impressed. The staff that waits on you upon check in, check out, and on the phone were pleasant but they should probably evaluate the people that are performing maid service. Maybe these issues have not been brought to management’s attention by the cleaning staff at the hotel or maybe management should be spot checking rooms to avoid these situations. If I have to visit the area again I probably would not stay at Candlewood Suites. I wouldn't call it a dump however they really need to take these concerns into consideration to avoid losing business in the future.
May 3, 2013
Rated 4.0 out of 5.0 by tdaniel Great customer service
We live in Holland, Michigan, and we stayed here because we had a 6:00am departure. We chose this hotel simply because we are Priority Club members. We didn't use any of the amenities; we just needed a place to sleep.
When we ended up being bumped from our original flight to one that departed several hours later at 1:30pm, we called the front desk clerk, and she said we could check back in to our room to rest before our flight. This worked out great for us, much better than just hanging around the airport waiting for our flight!
Our only complaint was the smokey smell throughout the lobby and in the elevator. This was probably due to all of the construction crew staying at the hotel. These guys congregated near the front door to smoke, so the smell of smoke was prevalent throughout the hotel.
We recommend this hotel if you need to catch a flight out of South Bend, very nice staff and comfortable beds.
February 14, 2013
Rated 5.0 out of 5.0 by Powerplant A Great Choice in South Bend
The Staff at this Candlewood are Wonderful! They make everyone feel important! The quality of the hotel is right in line with a Candlewood quality.
February 3, 2013
Rated 1.0 out of 5.0 by JJ301 Poor Customer Service
We stayed in your hotel for a football weekend in South Bend In. For the price we pay on these weekends your hotel was not very customer friendly and your staff was very rude!
October 19, 2012