I will warn you ahead of time - this is a LONG review, but the entire US needs to know what happened to us at the Candlewood Suites - if you don't value your belongings, stay here.
My son and I got a decently priced room here from Priceline (we'll never do this again at anything less than a 3star level, by the way). We came down here for a father/son trip to Disneyland Resort the weekend of August 13-15.
I should have known this was going to be bad from the moment we stepped up to the desk, but it was late, we were tired and just wanted a room to sleep in. Now, I know that Priceline only guarantees double occupancy - but the Candlewood Suites thought is was OK for me and my son to share a Queen bed. No rollaway. No pullout. No hide-a-bed. He's 6' tall and I am 6'2" tall. This wasn't a great nights sleep, but the hotel was quiet that night. I was told when we checked in that 'All they had were Queen Studios - nothing else.' It turns out that after visiting the front desk the next morning, they did have a 1 Bedroom Suite with a Hide-A-Bed. It was $33 extra a night which I argued about since I had not been told the truth last night and she went ahead and ran me keys for the 1 Bedroom.
Saturday was uneventful. At one point we couldn't get into the outside door closest to our room but it started working the next day. By this night we figured out that this wasn't just a hotel, it was a residence for some people.
Sunday started off great. We spent the day at Disneyland Resort and got tired mid-day and came back to the room around 4pm to take a cat-nap. We left our room at 8pm to head back to the DL Resort to watch World of Color. After the park closed at 11pm (Cali Adventure) we headed to the Denny's on Katella. We left at 12:45am to head back to Candlewood Suites stopping at the AM/PM around the corner to fill up the rental car. (nice Nissan Cube we got from Avis BTW for $12/day)
I walked in the door to our LOCKED room to find a empty stop on my desk where my Apple 17" Macbook Pro laptop was plugged in sitting on the desk. It was gone. My Digital Camera and HD Camcorder were also missing. Also missing were a pile of SDHC cards, USB Drives, and 1TB Lacie Hard Drive. Now, I am one of those way too trusting people that was naive enough to think that if i left my hotel locked at 8pm, it would be safe and secure. There was no sign of forced entry into my room. This hotel has no official staff on duty after 11pm. After leaving 3 voice messages at the front desk for the night management I decided to go to the office. The door was answered by Alex the night manager who had just listened to my messages according to him. We proceeded to tell him what had happened, and while he was apologetic, he was unwilling to contact the hotel manager in the night after $4000 of a guests merchandise had been stolen.
I asked Alex to check the key computer log and he told my son and I that there had been 6 keys issued to my room. I had 2 keys. So obviously someone on the hotel staff had issued 4 other keys to someone - not us.
Alex's story changed over the course of the rest of conveying to him my frustration from 6 to 4 to 2 keys. We had a Garden Grove Police Officer come over a take a police report from us. The officer told me that Alex wasn't being very cooperative he apparently was unable to show the office the key logs and the security footage for the hotel. Basically, my son and I had to be on a plane in 3 hours back home to Oregon - the officer recommended to just head home and file a claim with the hotel.
Candlewood Suites is owned by IHG - they also own Holiday Inns, Crowne Plaza and more. After filing a report with IHG Complaint I was told the process would take 3 weeks. In 2 weeks I got a letter from IHG telling me there's nothing more they could do and if I wanted to pursue it any further, to contact the hotel. After calling and speaking to a rep at IHG after getting the letter, I was told that "IHG is not responsible - contact my personal insurance company or the hotel (who is no help - they wont return any phone calls and the general manger is never available).
At the Candlewood Suites, my belongings were not safe and secure in my hotel room that I paid money for. The chain that hotel is part of claims NO RESPONSIBILITY and now I am out $1000 since I have to claim this on homeowners insurance. We come to Anaheim at least 5 times a year for trips to the Disneyland Resort or to attend the NAMM show in January - we will never stay here again, nor would I recommend anyone stay here for business or pleasure. The rooms at Candlewood Suites Garden Grove are NOT SAFE.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 October 2010
is our goal to ensure everyone that stays at our hotel, or any one of hotels across the nation, have a pleasurable experience. Our guest's safety and security is of the utmost importance to us. Being a style of hotel that is primarily geared towards the corporate and long term stay traveler, we do understand that we may not be the perfect fit for every guest. Candlewood Suite’s goal is not to cut costs at the guest’s expense, but it is to pass the savings on to the guest thus not providing concierge service or offering many complimentary items to which most other hotels charge for or incorporate into the rate the consumer is paying. It is our suggestion when booking any hotel via the internet, to review the hotel website and identify if the hotel is a good fit for you and your travelers. Complete descriptions, photos and room diagrams, as well as additional information, is always available on our website for our current and future guest's to review.
In regards to the alleged in-room theft, all questions and concerns are taken very seriously, investigated fully, and handled with the utmost professionalism in accordance with our corporate policies.
In closing, we would like to thank you for bringing your concerns to our attention. All comments and concerns are appreciated.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC