Candlewood Suites Abilene, an IHG Hotel

Staff was friendly, but the room was outdated. There was mold above the window and shower areas. Shower had very little pressure. Toilet did not stop running unless you forced the handle up. Bed was comfortable, and room was as clean as could be. A disappointing stay for the price.

The outside of the hotel looks nice, the inside is not. The staff was dismissive and incompetent (a wild combination). I wish I had paid a bit more to stay somewhere nicer. My family of four arrived at the Candlewood Suites in Abilene at 10:45pm after a 6-hour drive. We were exhausted and ready to lie down. I went to check in and the front desk person asked what kind of room I had reserved; I said it was a double queen room. She had me swipe my credit card for the $20 "incidentals" hold, but tells me my card was declined, so I try another card. Again, she tells me it is declined. I explained that both of my cards are active and should not be declined. She fiddles with the computer, and asks us to take a seat. Around 11:00pm my husband goes up to the front desk to ask what the hold-up is. The front desk person says her "system" is acting up. He tries several different cards, all are declined. Another employee comes in and finally gets the system to process the fee and they give us our room keys. This entire process took about 30 minutes. We go up to our room and are flabbergasted that they checked us into a king room. I go back down to desk to ask why were put into a king, when I booked 2 queens. They tell me they overbooked, and that is the only room they have. Why was that information was not given 30 minutes prior, when I initially checked in? So my family of four had to squish into a king bed for two nights and I will never book another Candlewood Suites again.

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When I booked the room, I selected the option to pay at the property. They tried to charge my card at 3am twice which was 12 hours before I could even check in. Upon trying to check in, I found out my reservation had been cancelled. One person in my party was told it was double booked and that they tried to call me (They never did!!) and when I asked why it was cancelled, they said my card was unable to be charged when it was ran that morning. When I told them my card was locked because I selected to pay at property, they said "Well you have to call us and make that arrangement." They tried to reinstate my reservation, but they no longer had the double bed room that I had requested and they only had single bed rooms. The customer service was terrible. We ended up staying at the La Quinta next door. It ended up being cheaper and a much better experience.

Booked through Hotels.com which gave us a 12 checkout but front desk came knocking on the door at 11saying check out was 11 and I was till getting thing together..I felt rushed. The shower curtain was ripped, something wasn’t level and all the drawers kept opening. Cable went out and all the desk could say was “it’s not every room”

The bed was not that comfy. The room in itself however, exceeded our expectations.

The bed and no breakfast

Just no.