Candlewood Suites Olive Branch Memphis Area

Recent Reviews: 121

• User:BassBoyles

  Trip type: Business

  Deep cleaning

  01 Aug 2022

  They had good reviews and the concept and everything about Candlewood suites is positive but the room I was put in definitely needed a deep cleaning……. The towels and bedsheets were all freshly laundered but from the edges of the baseboards to the moldy air conditioner to the refrigerator that was so noisy I had to unplug it to sleep I was surprised for the price the room wasn’t in satisfactory condition. When I checked in around 9 PM there was a group of adults smoking weed right there in the lobby where I checked in I guess it’s legal in Mississippi now I’m not sure I’m not from the state. Again the concept is great the open floor plan, a lot of counter space to lay out your work on and a kitchenette for extended stays…..my point is the room needed some things fixed and it definitely hadn’t been cleaned thoroughly in quite some time. IHG Service, Owner at Candlewood Suites Olive Branch (Memphis Area) by IHG, responded to this review Dear BassBoyles, Thank you for choosing our hotel while visiting Olive and for taking the time to provide feedback about your experience. Pleasure having you as our guest.I am very sorry that you did not experience an exemplary stay due to mold in the room and the cleanliness. This is certainly below our usual high standard of service. Please be assured that I have noted and forwarded your comments to the management to improve. In the midst of the inconvenience, I am glad to know that the towels and the bedsheets were still appreciated. I very much hope that you will grant us the opportunity to prove ourselves again.Best Regards,Ben W.Case ManagerIHGService

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• User:Cindy N

  Trip type: Couples

  Terrible service and amenities

  29 Jul 2022

  This is the worst IHG property I’ve ever stayed at! Front desk clerk is rude, room phone doesn’t work, no dishes and the ones in dishwasher are dirty! We bought ice cream at front desk & it has been thawed & refrozen , tastes awful. I called to tell her & she says come & get some silverware. I refused to go down there again, as I had already gone down to get shampoo as there was none in bathroom. She brings silverware & never says a word to us. No apology, nothing. My husband & I are both disabled and travelWith an assistance dog. She only demanded money when we arrived. I showed her my letter & she nodded. This woman should not be working with public!! IHG Service, Owner at Candlewood Suites Olive Branch (Memphis Area) by IHG, responded to this review Hi Cindy N,Thank you for taking the time to share your recent experience with us. We appreciate you for choosing our Candlewood Suites Olive Branch (Memphis Area), where you have space to settle in.I'm sorry to hear about your experience during your stay at our hotel. Our guest satisfaction is our topmost priority, and your feedback is very important to us. I will share these comments with our appropriate hotel team to ensure necessary action to prevent the same issues to happen again.I hope we'll remain to be your dependable choice, as we promise to make your stay more memorable and exciting.Yours in hospitality,Melissa PCase ManagerIHGService

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• User:ACCORS91

  Trip type: Family

  ROACHES & BEWARE OF INCREASING RATE

  14 Nov 2021

  Our family booked 4 rooms for our vacation in November 2021. First one of the staffs, Dixita, changed our room rate 3 times. Everytime we talked to IHG customer service to honor our booking rate (we got from the IHG confirmation email), Dixita went back and increased our rate. It happened probably 4 times until IHG customer service spoke to Sunny, the hotel owner to straight thing out.We thought our nightmare ended. However after checking in, one of the 4 rooms had live, running roaches. We immediately asked her for another room and she retaliated by refusing to change room for us.Please look at the pictures of the roaches and thinking carefully before booking at this hotel. Rooms are old and dirty (live roaches). A very disrespectful way to treat guests when they paid for it.

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• User:K6641VQsusann

  Trip type: Business

  Disrespectful

  01 Sept 2021

  My name is Susan Newton I am an IHG member. When I booked this hotel thru IHG I was given the amount of $75.82 per night. $20. 47 taxes/gharges for 3 nights equalling $247.908/28/21- 08/31/21I was put in room #325. On 08/29/21 I woke up early morning with an infestation of ants in my room. The ants were all over the desk, the table and on my clothing. I was horrified and in total disbelief. I immediately called thr front desk. The attendant came to my room saw the infestation of ants. She then exterminated the area with a bug spray. Shortly after I was assigned another room. Room #111. I spent the majority of that morning washing my clothes. 2 of the dryers in the laundry room was broken and all 3 washers were taken by other residents. The attendant was kind enough to help me put my items in the laundry room. I was not offered a valet to clean my clothes. I had to buy laundry detergent to was my own clothes. To soften the blow I was offered a discount for each night stay down to 65.00 per night. I accepted the offer. In room #111 the bath tub has a large slit that could cause a cut. I avoided stepping on it. Very uncomfortable shower. I didn't complain because I felt... this is as good as it gets. Very disappointed. I was already stressed. I slept with lights on, afraid of more bugs crawling on me. On 08/31/21 when checking out. I get a final bill for the amount of $247.94. The same amount that was quoted when originally booking the hotel. No adjustments. Matter of fact I was charged more for the first night than what was quoted thru IHG. I waited for over an hour while the front desk personnel tried getting in touch with management. I was told to write a letter and someone will call me later and adjust the cost. I have pictures and videos of my experiences. This is not what a clean promise and good customer service entails. These matters should have been handled and addressed by management immediately. I have yet to speak to a manager. I have more videos and pictures. But the file is too large to attach. I need answers immediately. I need an official apology from IHG and the Management staff of Candlewood Suites.I want the refund that is due to me.Sent from Yahoo Mail on AndroidSent from Yahoo Mail on Android IHG Service, Owner at Candlewood Suites Olive Branch (Memphis Area) by IHG, responded to this review Hello K6641VQsusann,Thank you for your stay and for taking the time to leave us feedback. I appreciate you for being a Club member of the IHG Rewards program! We're determined to provide guests with a pleasant lodging experience at all times, and I am sorry to learn about the presence of ants in the room allocated for you. I have alerted the hotel management regarding your comments, and I am positive that the measures that will be taken will avoid similar issues from reoccurring in the future. I have also sent you a private message regarding your experience.I hope you choose us again!Best regards,Clayton G.Case ManagerIHGService

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• User:phyllisedwards

  Trip type:

  CLEANING despite Covid

  10 Apr 2021

  I realize that your maids do not want to work until Mondays during the COVID outbreak. However, you have a health issue at your hotel if you do not clean guest rooms. Even if customers ask for cleaning supplies ...we were denied a vacuum to get up dirt that is flying around the room. An dirty unsanitary room is just as unhealthy as sleeping in a pest infested parking lot. Allow guest to clean up their rooms, if your staff does not want to clean. IHG Service, Owner at Candlewood Suites Olive Branch (Memphis Area) by IHG, responded to this review Hi phyllisedwards,I'm glad you chose our hotel for your visit to Olive Branch. Thank you for staying. We promise a comfortable and convenient experience for all of our guests. I'm sorry you experienced issues with the stay, especially with the rooms, parking area, and housekeeping services. Trust that I alerted our management about this so we can make the necessary changes to better our service. I also sent a private message to assist further.We appreciate your feedback about your stay and looking forward to your next travel. Many Thanks,Rein VCase ManagerIHGService

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