Candlewood Suites DFW Airport North – Irving by IHG

Reviews

• CE

  Chloe Edwards

  Apr 25, 2024
  1.0
  DO NOT STAY AT THIS hotel! I am an IHG member who regrets staying at this hotel when there are so many other hotels in the area for convenient airport shuttle service. First, the cleanliness of this hotel is some of the worst I have seen in North America for any franchise hotel, especially under IHG. The hotel has cockroaches. There was one running through the lobby and the receptionist was unfazed. She took no immediate action to take care of it. This is a tell sign that this must be a common occurrence. In addition, the elevator and hallways smell of cigarettes. The hotel is not walking distance to anything and do not have breakfast available. The last straw was the customer service. I had to drop my rental car off earlier than my check out. I called to notify the receptionist I was pulling up to the pick up location at the airport. She was clearly not listening, because she kept asking what direction I turned when I left the airport. I kept saying I was coming from the car rental location and going to one of the pick up spots she told me to go to. When I missed the first shuttle they called and notified me the shuttle did not see me and left. She said the shuttle was coming back, but he never came. I had to get on a different hotel shuttle and walk to the hotel. When I checked out, I requesting an airport shuttle with the two people at the front desk. I waited in the lobby standing up facing the front desk while working on my laptop. The man at the front desk, who I later found out was the manager, got my attention and asked if I reserved a shuttle? I was confused because I just reserved one with the same two people at the front desk. They replied saying the driver already came and left and the next shuttle would not be for another hour. I was shocked and asked why I was not informed by them. They said the receptionist didn’t hear the man announce the shuttle and the manager was in the back. When I pointed out that for the same reason as the receptionist, isn’t it possible I could not have heard. They kept putting the blame on me and did nothing to accommodate or take accountability of their staff member leaving without anyone in the shuttle. During this interaction, a customer came in and I stayed quiet until the new customer left. I asked if I could talk to the manager, I found out the person at the desk was the manager. There was nothing he could do. He did not say sorry. He offered no way to help. He continued to blame me. I felt completely disrespected. The funniest thing is that the manager is providing terrible customer service while standing next to a stand that says we care about your stay. Please think twice before booking this even if it is the cheaper option and you will be there for one night. You can find better or at least cleaner!
• AD

  Antonio D

  Apr 12, 2024
  4.0
  Cómodo limpio cerca de aeropuerto
• KP

  Kanapon Pacharoen

  Oct 10, 2023
  5.0
  A little small but it good facility and kitchen
• LS

  Laura Smith

  Oct 5, 2023
  2.0
  We flew in and out of DFW and booked a room here both on our way out and back. On the first night they gave us a room on the 1st floor with a double bed. The room was small and crowded with one side of the bed against a wall and in the curtains. We noticed a cricket in the room. Whatever, no biggie we took care of it. Then another. And another. We got rid of them and went to bed. Woke up later to use the bathroom and there were several more crickets and a large roach (or what looked like a roach)in the bathroom. That was it for me. I wasn't sleeping in a room full of bugs. Husband went to the front desk to tell them the situation. The gal at the desk chalked it up that it's just Texas. I've stayed in plenty of hotels in Texas that weren't full of bugs. They relocated us to an identical room on the top(3rd) floor. We stayed there the rest of that night and 1 more night. No bugs. On the return trip we were given a king bed suite on the 2nd floor. I told the gal at the desk that was fine as long as there were no bugs. She said they had no bugs. 🤣 Stayed 2 night and didn't have any bugs until the morning of checkout we had 3 crickets in the room. It's also pretty noisy being near the airport I know that's not really avoidable, but the train track being right outside was pretty loud.

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