Candlewood Suites Houston - Stafford

If I can rate this zero I would! I live in TN and my son wanted to tour a school in the same area the hotel is in. Leads than a mile from the hotel and school. I made a reservation in June for Aug 8th-11th for 3 people. On Thursday day of check in, the hotel calls me at 1:30pm (check in is at 3pm-7pm anything after that you need to request a late check in) and they wanted to cancel my reservation. I explained to the lady who called me that I’m driving 12 hours from TN to tour the school. She didn’t care, she said the hotel was fully booked due to FEMA. Going back and forth with her, I told her I didn’t have anywhere else to go, I didn’t know anyone in Houston, I really need this room. She put me on hold for a few and then came Back on the line and said she would have me a room if I would allowed them to charge my card with the $50 deposit. I agreed to this even though I paid it in full with some of my IHG rewards points and the remaining I put on my credit card. They charged my card $87.78 and not the $50 We arrive at the hotel about 6pm, check in process was easy. I asked them about the $87.78 and the desk lady said she will refund that money, it was a mistake as I already paid in full. As we get the room, everything is clean but the shower. It wasn’t horrible so I didn’t complain. We go to dinner ( police was at the front desk but I have no clue why) and come back (police still there) , I go to use the restroom and the toilet was already clogged. We go to the front desk to ask for a plunger, we plunge the toilet and take the plunger back. Friday morning about 7am I got downstairs to get coffee and towels. We had 3 people and only 2 sets of towels. There wasn’t anyone at the front desk, I waited about 15 mins then the girl walks in the front door and acts like someone should have been there and asked me if I had been helped. I asked her for more towels. Then she notices a note that said I never returned the plunger. She said I can’t get towels until I return the plunger. I told her I did, even told what room it was in and where we put it. We went back and forth about this. Finally I was like ma’am, I didn’t drive 12 hours, 820 miles to steal your plunger. She scratched out my room number on the note and said she doesn’t have a key to the lien closet only head is house keeping. She said she would right them a note to leave me some towels. We had appointments all day Friday so we were gone all day. When we came back about 6:30-7pm, I asked the lady at the front desk for more towels(different lady than before) and she told me house keeping as gone for the day. At this point, I’m hoping towels are in the room, they are not. Saturday morning about 7am I got to downstairs for coffee and the coffee is out, no big deal. I head to front desk, there is a line of people complaining. No coffee, no towels, no breakfast l! We had breakfast???? No one even told me!!!! My turn at the front desk. I ask for coffee first, the lady tells me she doesn’t

First I called to confirm that they accept FEMA vouchers the lady said yes I asked if they had rooms available she said yes so I get there in 10 mins she says no I'm like how could you have filled up rooms in 5 mins she lied and said its first come first serve. That's fine so I called the 800 number they say they have rooms available so I go finished taking care of my business I come home and called them again ask same qustion she like yes can you save me a room no first come first serve ok I get there in 10 mins she says they ran out again atp I know youre lying I ask to talk to the mgr. he like asking her questions like you turned off the FEMA like right she says yes we don't have anymore Fema rooms right she like no so I told him I understand what you're doing with these questions he got mad and told me to leave so I know your lying is it because there's only like 20 cars in the parking lot and why lie just tell me the truth so if you're black don't go there because they don't want you there I wish I could give you a negative 0 Candlewood Suites 11230 SW FWY Houston TX

This location is horrible starting with the front Desk staff Reggie is unprofessional, there was NO hot water at all , the rooms were dirty . We had items missing from our room, they refused to show the video or logs showing staff entering the room. It is unsafe, I believe some of the staff live at this hotel and enter the rooms whenever they want. I never saw a shift change same staff day and night. Do Not Book