Candlewood Suites San Antonio NW Near Seaworld by IHG

Reviews

• KM

  Kelley Mitchell

  Oct 7, 2026
  4.0
  Other than being dated it has had done updates. It’s very clean and comfortable
• JM

  JJ MUTRE

  Sep 19, 2026
  5.0
  Great staff. Thanks Marcos, Greg, and Angela appreciate all the great customer service. Great hotel. Hope to visit soon
• DD

  DJ

  Sep 15, 2026
  2.0
  UPDATE — Hospitality business not very hospitable. After everything that happened regarding the room upgrade, I was still willing to give the hotel another chance. Yesterday, I went to the front desk because I needed to extend my stay for one additional night. This additional night was going to be paid for with my hard-earned money — not reward points. In my opinion, how a guest pays for their stay should never determine the level of customer service they receive. While I was speaking with the gentleman at the front desk about extending my stay, I was interrupted by a woman behind the counter who confronted me and asked if I was Daphne and if I was the person who had left the review. I told her yes. She then identified herself as Ashley Saenz, the hotel manager. Rather than having a professional conversation about my concerns or attempting to resolve the situation, the interaction quickly escalated and felt extremely uncomfortable and hostile to me. I was simply trying to extend my stay, and instead I found myself being confronted about a review I had left describing my experience. At that point, I made the decision to remove myself from the situation. I did not want the interaction to escalate any further, so I cancelled the additional night and decided not to continue my stay. I want to be very clear: leaving a review about my experience should not result in a guest being confronted at the front desk when they return to the hotel. I understand that management may not agree with a guest's review, but I believe concerns should be addressed professionally and respectfully. She even declined my request to have another manager or a mediator due to how agitated she seemed. At this point, my concern was completely about how I was treated as a customer after expressing my dissatisfaction. I hope management takes a serious look at how situations like this are hadled. Guests should be able to provide feedback without feeling intimidated or uncomfortable when they return to the property. ------------------------------------------------- Very disappointing experience with the front desk and management. At check-in, I asked the gentleman at the front desk if there was any possibility of upgrading from a queen to a king because the queen felt a little small for two people. He was very gracious and took the time to look into it. He confirmed that, because of my rewards status, the upgrade would be at no additional cost. However, the king room would not be available until the following day, so he reserved it for me to switch rooms the next night. The following morning, I went to the front desk and asked about the room change that had been discussed and arranged the night before. The older woman at the desk spoke with her manager and then came back and told me that I could not have the upgraded room. I tried to explain the conversation I had with the gentleman at check-in and that he had specifically confirmed the upgrade and reserved the room for me. Unfortunately, the manager dismissed my concerns and told me that “they made the decision a queen bed was more than enough room for two people.” I was also told that I could not receive the king room because my three-night stay was booked using rewards points. My issue isn't simply about getting a king-size bed. It's about being told one thing by an employee, having the arrangement made, and then having management refuse to honor it the following day without any reasonable attempt to resolve the situation. The way the situation was handled by management was particularly disappointing. I understand that policies exist, but I expect clear communication and consistency from the staff. If an employee makes an arrangement with a guest, management should at least make an effort to address the situation professionally rather than dismissing the guest and essentially telling them that the room they were offered wasn't necessary. Based on this experience, I would think twice before staying here again.
• TH

  tom holjencin

  Jul 14, 2026
  5.0
  Standard extended stay hotel. All the employees were great, had no issues during my 3 night stay.
• JZ

  Justin Zollars

  Jul 6, 2026
  5.0
  Nice hotel that had everything we needed. And in the perfect spot for us. It was all around a very nice experience and the staff was very nice and amazing.

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