Complaints

This profile includes complaints for Candlewood Suites's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Candlewood Suites

  40 Bourbon St Radcliff, KY 40160

• 

  Candlewood Suites

  2501 S High School Rd Drexel Gardens, IN 46241-4919

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.

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  To whom it may concern:
  
  On October 25 I made reservations online member travel privileges through **** for a two night stay at Candlewood suites in Radcliff Kentucky for Friday, October 27 and Saturday, October 28 leaving out October 29. I paid member travel privileges for my tonight’s day that day. $338.84.
  
  Upon my arrival at Candlewood suites at check-in, the desk clerk asked for my credit card. I reminded her I did pay already online and even seen it on my statement. She said the original would fall off and candlewood charge would be the only one coming out of the account. I found that a little odd, but assume she knew what she was doing.
  
  When I checked into the room, everything looked okay but there was a big hole in the wall that was wide open. I told the person at the desk and apparently they were remodeling and never filled in the hole where the TV was on the wall. They came into the room and could not fix it so they covered it up with painters tape .
  
  Saturday night I came in to the hotel and asked the clerk what I needed to do if I decided to stay an extra night? He told me I just need to inform him. So I just let him know then I want to stay an extra night.
  
  
  When I checked out October 30, I return the two keys to the front desk clerk. The maintenance man was also there so I let him know about the whistling sound coming from the toilet in the furnace.
  
  I also requested an itemized receipt and the clerk said they do not print itemized receipts they would have to emailed it to me. She never asked for my email so I assumed I must have wrote it down at the time of check-in. I did picked up the managers card ***** ******* just in case I had an issue.
  
  Several days later, I never received my itemized receipt, so on November 5 I called candlewood and spoke with the clerk, ******, upon talking to the clerk on the phone I was told they did not have my email to send me the itemized receipt that is why I have not received it.
  They finally sent the itemized receipt to me after several attempts my itemized receipt.
  
  Upon reviewing my itemized receipt, I noticed I was charged for my pet each day $75 which was incorrect. I should have been charged one time $75 so I originally start to try to get in touch with ***** ******* regarding that issue. Then I discovered I was actually getting overcharged by Candlewood. I was charged for three nights by Candlewood, but I had already paid for the original two nights when I booked the hotel through member travel privileges. I should have only been charged my pet fee of $75 and one extra night .
  
  Candlewood charged me $644.19
  I called several times trying to get a hold of the manager and left my number with at least three desk clerks. She finally refunded me the $150 for the pet fee but I was still missing the refund for being charged by candlewood the extra two days that I had already originally paid for at the time I originally booked my stay.
  I made several attempts to contact ***** ******* and never could get in contact with her. I was always told she was busy or not there.
  So I called IHG informing them about what was going on with no resolution.
  Also contacted the original company I booked the reservation through member travel privilege and they said they would be able to assist me and get in contact with the manager. They tried several times to get a hold of her as well. Finally, after several attempts, on November 6 ***** from member travel privileges, finally call back and said that ***** ******** was willing to refund the full amount I was charged and $644.19. And I should be receiving it in my account within two weeks. The confirmation number ******** and case number ************ If I did not receive it in two weeks, give her a call back at member travel privileges. Two weeks past and I had to call back. No refund was made to my accounts when I talked to the gentleman at member travel privileges. He said they would not be able to help me with this, even though I have my confirmation number in case number and I had to go through my bank. So I then called **** talk to the representative explain to him what happened and he put in the dispute I saw the refund in my account ,then on 12/8/23 I saw two adjustments on my credit card taking the credit that was give was taken back out, denying the dispute.
  
  What are my next steps to getting my refund back? I have an a copy of my itemized receipt for candlewood and also pictures of my screenshot for my reservation with member travel privileges.
  
  
  ****** *********