Candlewood Suites Building J0550

Reviews

• PI

  Pam A-G (islandstylin)

  Oct 25, 2025
  5.0
  We had a wonderful stay at the Candlewood on JBLM. We were in town for the Tacoma Holiday Festival and the base is close to the dome. Hotel was clean, room was spacious, and hotel staff very friendly and helpful. Easy check in and out - associates were very courteous. Breakfast in the morning was great with hot and cold items (eggs, sausage, bacon, biscuits, and gravy. They also had cereal, toast, bagels, muffins, coffee, and juice...I think you get the idea lol. I just want to add the associate running the breakfast during the week was awesome! She kept refreshing items and kept it nice and tidy. I would definitely stay here again. Thank you!
• JH

  Joshua Halm

  Oct 14, 2025
  1.0
  -Addendum- Moreover, the fact that the hotel manager found the time to craft a lengthy, self-defensive public reply to our Google review, yet for weeks could not send a single email response to the guests directly affected, says everything. If that time and energy had been spent on actual communication with us, this situation could have been resolved long ago. We are still, to this very moment, waiting for a genuine and sincere apology from you and the hotel, concrete follow-up actions regarding the employee involved, and a clear commitment to addressing this incident through staff training and improved safety measures at military hotels. This is not just about our family—it is about setting the right precedent for future guests. Additionally, we urge you to take immediate action on the critical issues this incident has revealed: proper handling and reporting of potential child abuse and discrimination, ensuring guest safety, and improving CCTV coverage and retention in public areas such as the hotel lobby and breakfast area. These are fundamental matters of accountability, child protection, and public trust, and they demand immediate and serious action. The way this has been handled so far has been deeply disappointing and does not reflect the level of professionalism or accountability we expect from an IHG Military property. We look forward to a clear and transparent explanation of what “immediate action” was actually taken and why our repeated attempts to communicate were disregarded for weeks
• JH

  Joshua Halm

  Oct 14, 2025
  1.0
  Edit:The hotel manager disclosed my personal information, including my military rank in response to my wife's review, without consent. This is a serious privacy and safety violation. I demand immediate removal and measures to prevent this from happening again. Also, we specifically requested all communication be via email to ensure there is a clear written record for accountability. Despite this, another manager left a voicemail asking us to call back—not to apologize or resolve the issue, but solely to discuss the Google review. This disregard for our request and the inappropriate purpose of the call raises further concerns about the hotel’s internal coordination and transparency. ------------------ Thank you, Ms. Maribel Tiu for taking the time to respond publicly to my wife’s Google review. That said, after reading your reply, I must strongly disagree with several of your claims and believe it is necessary to set the record straight from our side. 1. You mentioned that “immediate action” was taken. I would like to know specifically what action was taken. The staff member involved was seen working in the same guest-facing position the very next day, with no visible measures or follow-up in place. This does not reflect “immediate action” in any meaningful way. 2. We continued to send multiple emails over the course of several weeks, yet our messages were ignored. Despite your email on September 21, 2025, stating that an internal investigation would be conducted and that you would follow up with us, we have received no response to date. If necessary, I am willing to provide screenshots of our full email history to make this clear. 3. You stated that follow-up calls and a voicemail were left on September 23. We never received any calls, voicemails, or text messages. There are no records of missed calls or messages from the hotel on our phones. If needed, I can provide screenshots of our call logs and voicemail inbox to verify this. Question: Why did you not respond to our emails at this point? Despite your repeated requests for phone calls, we insist on communicating solely via email. Our original complaint was submitted through official channels, and we wish to maintain a written record of all communications for accountability and potential legal or administrative purposes. Telephone conversations do not provide a verifiable record and are therefore not acceptable as the primary means of addressing this matter. Furthermore, repeatedly insisting on phone calls is particularly inconsiderate to military personnel and their families during a PCS move, when schedules are extremely tight and every moment counts. We expect all follow-up correspondence regarding this incident to be conducted through email, so that a clear and documented record exists for both parties. Frankly, it is quite telling that, after weeks of being completely ignored, the only way we could finally get a response from hotel management was by posting a public Google review. The fact that guests have to resort to a public platform just to be heard speaks volumes about the hotel’s internal communication and responsiveness—or rather, the lack thereof. Most importantly, this is a military hotel, and our stay was part of a PCS process. During this time, our schedule was extremely tight due to out-processing and moving logistics. Instead of accommodating our situation, you called us on a Sunday morning, requesting that we come down to the hotel lobby to explain the situation again—despite my having already clearly detailed everything in my email sent on September 20, the day before. Your response suggests that I “declined” the invitation. This is misleading. Given that we were preparing for a very early PCS departure on Tuesday at 3AM, I simply could not meet at that time. The timing of your request was clearly more convenient for you, not for us, and does not reflect an understanding of the constraints military families face during PCS moves. Is this truly how you believe customer service should be handled, especially under such circumstances?
• HS

  Hyelee Shin

  Oct 13, 2025
  1.0
  Military spouse & mother – deeply disappointed and concerned I’m writing this review not just as a guest, but as a military spouse and a mother. What happened to my family at this IHG property was truly shocking and unacceptable. This is not just about poor service — it involves child safety and possible discrimination. Date & Time: September 20, 2025 (Saturday), between 9:20–9:30 AM Location: IHG Candlewood Suites – McChord Field (JBLM, WA), breakfast area That morning, I went to breakfast with my mother and my young children. Although breakfast was advertised until 10:00 AM, there was almost no food left and no plates available. When I politely asked a staff member for a plate, she completely ignored me — even though I was standing right in front of her. Moments later, she responded immediately and courteously to another male guest who asked for the same thing. The difference in treatment was blatant and made me feel disrespected and possibly discriminated against. When I asked again, she replied in a dismissive tone. Then, as she pointed to the cabinet where the plates were stored, she pushed my 3-year-old son, who happened to be standing in front of it. She physically touched my child without my consent. I immediately told her not to touch him and asked to speak to the manager. This happened in front of other families and children. My husband reported the incident to the Military Police, and that same day, investigators came to the hotel to look into it. We were told that the hotel does not store CCTV footage at all, meaning there was no video evidence available. To hear that a hotel located on a military installation has no system for recording or retaining CCTV footage was extremely concerning. From a safety and security perspective, this seems like a serious risk — not only for incidents involving children, but for any situation requiring evidence. What’s worse is that there has been no formal apology, no proper follow-up, and no visible corrective action. The same staff member was working again the very next morning as if nothing had happened. Because of this, we avoided the breakfast area for the rest of our stay, even though we had paid for it. What’s even more heartbreaking is the impact this incident had on my son. The next day, he showed clear signs of stress and trauma — yelling, pushing his younger sibling in the chest, and mimicking the aggressive behavior he experienced. This is something we had never seen from him before. As a parent, it was devastating to witness how a brief but frightening interaction with a hotel staff member could affect his sense of safety and behavior. Now, three weeks have passed, and despite sending two follow-up emails to the hotel manager, I have received no response at all. This complete lack of accountability and communication is extremely disappointing. As a military family that has relied on IHG during multiple PCS moves, we expected a safe and respectful environment. Unfortunately, this experience has left us feeling unsafe and dismissed. I have already reported the incident through the appropriate channels, but I believe it’s important for other families to be aware. Incidents like this should not be minimized or ignored. I sincerely hope that IHG leadership and base authorities take this seriously and hold the staff accountable so that no other family has to experience something like this.
• BB

  Blake Baskin

  Oct 2, 2025
  1.0
  Hopefully people pcsing read this. Staff is nice and rooms aren't bad, however if you have 2 cards on file (travel card and debt card) you will get double charged. Was charged 3k on my govcc and 3k on my debt card. Staffs hands basically tied in refunding me and took them a long time to even find the billing charge for my debt card. Have to dispute with my bank and wait 10 days for provisional funds cause the hotel can't do anything about it. Edit: in response to your reply this was not a hold that was supposed to be placed. $3000 was already charged to my credit card and another $2800 to my debt card. The second charge was not supposed to happen. Im not implying it was the staffs fault, however whatever is being used for billing is flawed and caused this to happen. I was essentially double charged.

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