Candlewood Suites Aurora-Naperville by IHG

Reviews

• KV

  Karen Vickers

  Nov 7, 2025
  1.0
  The hotel is terribly dirty all around. Work trip and two of my coworkers had to request new comforters and sheets. I went and disinfected the room before officially entering.
• AM

  Ashleigh Macke

  Nov 2, 2025
  1.0
  When we arrived, the room we were given wasn’t clean. There was still cleaning supplies out and sticky surfaces. Not a big deal, we were switched to another (slightly cleaner) room that smelled of cheap cleaner and dirty bathroom floors. Knowing were only sleeping there, we unpacked and got ready for bed. We spent the next day out of the room until late evening and checked out early the 3rd day. We didn’t bring in any food, drink (other than water), and left the room how we found it (minus wet towels and unmade bed). A couple days later, the hotel charged us $150 clean up fee. Upon asking about it, no one would return our calls or emails. They said it was because we left the room “trashed” and “had to clean the carpet.” We literally brought zero trash into the room. We obviously will NEVER be staying at an IHG again (we always used to stay at IHG) and called our credit card company to stop payment. Do NOT stay at this hotel. If they are doing this to us, they are doing this to others.
• JB

  Jacob Brown

  Oct 30, 2025
  1.0
  This property is such a dump. I stay at dozens of IHG hotels each year and this one is one of the worst. While booking a room on the IHG app only standard suite was available. No big deal. Asked upon check in if there were two rooms available and they said yes but my reservation was booked for only 1 queen bed. I explained that while booking there was no bed options and anytime I’ve asked at other hotels I’ve been accommodated if they are available. Was told my booking was 3rd party, which isn’t true. They do not upgrade rooms, no welcome amity or bonus points for Platinum Elite members. While trying to get help and a resolution the front desk agent had AirPods in his ear and was having a personal conversation with someone. The property is dirty, rooms are not cleaned very well. Open the drawer in the kitchen and the steak knife had dried up food on it. Asked for late check out, was told no dinner the property was fully booked.
• JW

  Jasmine Washington

  Oct 28, 2025
  1.0
  I was going to give this hotel a 5 star review, since I didn't really have any issues when checking out other than the smell of the room for our duration, but I sprayed air freshener and use a scented Lysol disinfectant spray to sanitize before and after our stay. I've been calling this hotel since 3 days after we checked out to find out why we had not received out $150 incidentals fee back. Only thing that was left out of order was the bed, because obviously we weren't making it back up. When I checked out on the 19th about 10:45am, I was told it would be 24-48hrs to get it back. After 3 days (Wed) they said 3-5 business days, if I didn't get it by Friday it should be Monday which was 10/27. I called back today (10/28) for the 2nd time, cause the 1st call the person didn't really communicate english well, the 2nd person was nice and checking on it (this lady said 14 days). So they put me on hold, then whoever got back on the phone was a man that had a nasty attitude and was super argumentative, and he had the nerve to tell me that we aren't getting our fee back because the recliner chair is broken. Its been two weeks, and we stayed for 2 days. There's no way in hell we broke that chair. We never used the recliner, it sat in the corner of the room by our bed untouched. It was a desk chair and a rolling chair and that's what we sat on during our time there other than the bed. I'm not paying for a broken chair, especially one I know I didn't break cause I didn't use it. So if you like having your money taken, and accused of damages, this is the perfect place for you. And I just found out, as I downloaded my checkout paper online, what I did not have on my original paper was an $150 additional cleaning fee. What are yall charging me a cleaning fee for? I didn't leave anything behind besides 2 bags of garbage (tied and not overflowing) and a box of paper mess from some work I had to do to prepare for my conference. Nothing warranted a cleaning fee- you're supposed to clean the room, that's yall job! So I want an itemized list of what needed to be cleaned that cost $150. In all honesty, I think they added it there to cover for the fact they want us to pay for a chair THEY SAID we broke. Also, if you borrow any cooking items (crockpot, toaster oven, etc) make them clean it before giving it to you. I had to use a toaster oven and it was dirty when they gave it to us, but I made sure it was cleaned appropriately before returning it to them. The audacity! Do better. I've never had an issue with a hotel before. Yall gonna give me my money back, I guarantee it.
• PT

  Phoebe Talib

  Oct 10, 2025
  5.0
  This was my First time staying at this hotel. I've stayed at 4-5stars hotel before. The Manager was helpful and very thorough from the point of checking in. The only thing that surprised me was the $150.00 deposit( the incidentals in case there will be damage in the room). I said to the Manager why it wasn't stated on their website because that's not right for the consumer to walked in and being struck with this fee(holding $ without being warned first while checking for reasonable hotel). I verified with the Manager, Robert of how long will they hold and release this deposit? He it will be released like 2-3days. Why that long? They need to give me an interest in using my money! Anyways, I checked in and the room and everything in it was good smelling, very clean in room and the bed was very exceptionally good(like a 1st class mattress and very comfortable bed and very clean bedding). I slept like a baby! I didn't want to wake up! I loved every thing about this room which has a little cute updated kitchinet only thing is they need to put more forks and spoon and plates. The Manager showed me how to work the heater because the room was cold when I got in there. Everything works very well in the room. I'd probably stay for a short extended stay. The only thing is that they have no breakfast included. I'm rate it 4+ because of No Breakfast. I will recommend this place to family and friends. I will becoming back here with my boyfriend. He will love it here. Oh, very clean lobby,elevator and hall ways and most of all very quite hotel. My room is overlooking the park with a lake.

Frequently Asked Questions About Candlewood Suites Aurora-Naperville by IHG