Candlewood Suites Aurora-Naperville by IHG

Staff were really attentive and helpful. The place was clean, easy parking and easy access from the highway. Close to Aurora.

The room we were initially in had some issues with plumbing and damp, however, the staff were very accomodating in helping us into a different room for a better experience.

They gave me a hassle about early check in after I was told it wasn't a problem. Once in a room my wife discovered roaches in the room . I requested a refund.

The roaches

the location and staff was nice

not as advertised pictures not as advertised miscommunication with booming and hotel for room management accommodated but was next day and staff cleaned other rooms but seen ants and bugs omg i called sown for bug spray they brung up but was still coming up we was 11 hrs away from home every thing in area was booked and also i had 2 rooms and paid $810 that couldn't get right back i would have to wait 2 3 days for refund my very important trip turned out sad😢

It smelled bad and had junkie needles in the room

Has roaches

I had a very disappointing experience with this hotel. After my stay, I discovered I had been overcharged, and when I reached out to resolve the issue, the staff refused to issue a refund. After five phone calls promising a response from the manager for the refund...crickets. After calling IHG corporate, they stated the manager cited a “policy” as the reason, yet were unable or unwilling to provide any documentation or clear explanation of what that policy actually was. The lack of transparency and accountability was frustrating. Mistakes can happen, but how a business handles them speaks volumes. In this case, instead of working toward a fair resolution, the hotel chose to deflect and stand behind an unverified rule. Bad for them as we have six weeks in the immediate area for a work project and have found a much better hotel for all of our rooms. I would strongly caution others to carefully review their bills and clarify all charges upfront before staying here. Based on my experience, customer service and trust are not priorities at this establishment. Very disappointing!

Location

Room was tiny, 1 queen bed, 1 kitchen chair, 1 office chair. No chair or sofa for watching the old 20" TV. Towels old & scratchy. Bed duvet smelled like men's cologne, I dont think it was clean. Bed extreamly soft. We went out for a few hours and returned to find our door ajar. We always push on doors to be sure theyre locked. Management says it looked at videos and didnt see anyone enter. The room door next to us was also ajar. They said they had maintenance in there. There were only 2 paper cups for coffee, none for drinking or brushing teeth. I would not classify this as a suite! We won't ever use this chain of hotels again.

No breakfast

If they clean and put bathtowels and clean everyting.