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Business Profile

Hotels

Candlewood Suites Hartford Downtown

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/23/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    9/13/24-9/14/2024. WE CHECKED INTO THE HOTEL FOR A CONCERT. WHEN WE CAME BACK FROM ******* CONCERT-1130PM A MOUSE RAN ACROSS THE FLOOR SEVERAL TIMES AND THEN HID. WE WITH OUR 2 13 YEARS OLDS HAD TO MOVE ROOMS. THEY DID NOT SEEM SURPRISED. GOT TO OUR NEW ROOM AND WE HAD THE THEROMSTAT AND TV BROKE. WE SEARCHED A GOOD WHILE TO MAKE SURE WE DID NOT HAVE ANY OTHER GUESTS. IF THERE WAS ONE ON 8TH FLOOR IN ***-THEY ARE ALL OVER THE HOTEL. WE ASKED FOR A MANAGER-NO ONE THERE. WE ASKED FOR THE GENERAL MANAGER TO CALLBACK TWICE. NO ANSWER. WE CONTACTED CORPORATE WHO SWORE HE TOOK SERIOUSLY AND REFUNDED US 10K IN POINTS. DUE TO US STAYING THERE THERE WAS NO "REASON" TO GIVE US A CREDIT. HOWEVER, THE 10K IN POINTS NEVER MADE IT TO THE ACCOUNT AND OUR CRIES FOR JUSTICE GO UNANSWERED. I WOULD LIKE COMPENSATION FOR THIS DRAMA. THIS IS NOT OK,

    Business Response

    Date: 09/24/2024

    Dear  ******** *******

    Thanks for contacting *** at Candlewood suites in Hartford **.   We are sorry to learn about your experience.  We've shared your feedback with our management team as a reference for any necessary improvements needed. Please note we have reviewed your account and 10,000 free points have been deposited to your account due to inconvenience.  

    Best Regards, 

    Customer Answer

    Date: 09/24/2024

    They only added the 10k after I sent an email back to *** corporate and advised you guys.   They are shady.  They are not practicing safe experiences for others. 

     

    Customer Answer

    Date: 09/24/2024



    Complaint: ********



    I am rejecting this response because:

    They only did that because I went back to ***.  I had to spend from the 14th until yesterday for a credit that i don't know if it's enough to use anywhere.  

     

    its poor business and i am offended for aftermath of the experience.  This should and could have gone smoother.  

    Sincerely,



    ******** *******

  • Initial Complaint

    Date:06/26/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    6/18/2024

    I checked into the hotel late afternoon on 6/18. Once o went to the room I found the address to my work location and it was 40 miles from where the hotel was at and was not going to work out since I needed to be readily available for an on call situation. I went to the front desk by 7pm to let them know I needed to make arrangements closer to my work site. The woman at the front desk said I needed to call ******* since I booked through them and there was nothing she was able to do with the reservation but she would leave a note for the front desk in the morning. I went up to my room and called. I explained the situation and the gentleman on the phone said he would update the reservation and that there would be no additional charges except for the night I was staying. He put me on hold to contact the front desk and after several minutes he came back and said he was unable to speak to anyone because they did not pick up the phone but he had removed the dates and updated the reservation to just that one night. I checked out the following morning and was charged for 2 nights. I had asked for an explanation because the woman said she left a note explaining the situation and I also explained I had done what I was asked which was speak with ******* and that they had removed additional charges except for the night I stayed. I had to leave to get to my work location and called the hotel corporate office when I had arrived at my work location.I spoke with a *** corporate representative and they provided me a case number. They also said they were going to get in touch with the manager since the full amount was pending. I was to expect a return call from the manager because he had to be the one to do the refund. 7days later and after I returned home from my trip I still had not received a call so I called the corporate again. With limited space left - I was hung up on 2 times and someone held down a key for 4 and 5 more minutes before hanging up on me 2x & No refund

    Business Response

    Date: 06/27/2024

    Dear ****** ******


    Please note that you have book your reservation through Third Party  reservation from ******* where the terms of your reservation is prepaid paid and non refundable or non cancellation.

     Although as one time courtesy, Hotel only charge for two nights. Hotel did not charge for third night.  Again this whole reservation for all three nights is non refundable or non cancelable per the terms and contract of the reservation with *******.  As a one time courtesy hotel didn’t charge for the third night. 

    Please understand that Hotel hold a room for you and rely per your booking contract.  Hotel couldn't sell the room as this reservation was made for all three nights.  Failure to show up or early departure end up with full charge per the terms of your reservation

    Please understand that this policy applies to all Hotels because hotel hold a room for guest and rely per their booking.

    Thanks

    Ankit
    Manager

     

    Customer Answer

    Date: 07/04/2024



    Complaint: ********



    I am rejecting this response because: I was told that I would only be charged for the night I was staying and that my reservation was updated the same day. According to your point of unable to rebook - relieves the room and allows for booking for the remaining 2 nights. All in all, I was told by the hotel to call ******* and manage it through them because the hotel could not do anything about the reservation. And that was exactly what I did. *******s resolution was that my reservation was updated and verified I would only be charged for the night I was physically staying at the property. You can verify the recorded phone call from ******* — should you need. I was charged for more than what I was told and I request that I am refunded per the conversation I was directed to have. 




    ****** ******

    Business Response

    Date: 07/22/2024

    ******* has strict contract with *** and all third party reservations which are prepaid non refundable or non cancelable.  

    IHG only offered flexible cancellation option to their reward members.   Again this reservation terms are prepaid and non refundable .  She has opened a case with *** about refund and *** has also declined the request for refund due to the terms of the reservation. 
    Hotel is not responsible for what communication guest had with ******* agent.   This is the answer guest may not expect but we have already explained our response to guest . 

    This policy is common in all hotels that third party bookings are non refundable and it’s prepaid .   I request to remove this from BBB review.   Guest is declined the term of their own reservation which they have signed during booking .

    Thanks 

Candlewood Suites Hartford Downtown is NOT a BBB Accredited Business.

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