Candlewood Suites Mooresville Lake Norman,NC by IHG

Dirty, muddy parking lot, bad smell in room and halls

We like the property, it's very convenient. It lacks comfort in the room. There is only one chair and a stool. It has a full kitchen and no place to eat.

The property was clean and quiet. They are going through a remodel, but there was no noise that I could hear. It’s going to look fantastic when they are done. The front desk staff was so friendly and even had treats for my dog.

FIRST LET ME SAY, I am posting this on behalf of a relative that could not do this on his own. I would like to address my experience regarding a reservation at this location, specifically related to the pricing and service I received. Firstly, I called the local number to make a reservation and spoke with someone at the front desk. I inquired about a room charge of $85 for that night, and the representative confirmed that was indeed the price. I agreed to the reservation, and it was completed. However, the following morning, an emergency arose that required me to cancel my trip, although I planned to reschedule for later in the week. I called the front desk again and was assured that my reservation was canceled and that I could reschedule at a later time. When I checked my bank balance, I noticed a charge of $100 plus tax had been taken out, rather than the expected $85 plus tax. I called back and spoke with the front desk again. Sabrina Martin informed me that there had never been an $85 room charge and insisted that I was mistaken. I told her I had seen the $85 rate on the website, but she denied any knowledge of it. Additionally, she claimed there was a 48-hour cancellation notice policy imposed by IGH Hotels. I challenged her by asking how they could impose a 48-hour cancellation fee when my reservation was canceled less than 24 hours later—specifically, only about 10 hours after the reservation was made. After a lengthy argument with her, a relative of mine went to the location to address the situation in person. She encountered numerous falsehoods from Sabrina. However, due to my relative's persistence, Sabrina eventually agreed to credit my card and confirm a new reservation, though it was at the higher rate of $100. At this point, I am out $200 because of this frustrating experience, which I attribute to the General Manager's handling of the situation. I later discovered that the person I spoke with was actually an Assistant Manager, not the General Manager as she had claimed—yet another falsehood from her. Upon arrival, I discovered that the room designated as a KING ROOM was actually a QUEEN ROOM. This was yet another mistake made by Sabrina. Fortunately, the desk attendant working on Thursday, Maggie, was kind, professional, and courteous. She was more than happy to assist with the issues I encountered and helped me get redirected to a KING ROOM at the same price I had initially been given. When my relative arrived, she mentioned that she had spoken with Maggie and praised her for her outstanding service. While the room changes were being handled, I noticed Sabrina mopping the floors in the lobby. She quickly came over to see what was happening at the desk and I informed her that everything had already been resolved. However, she insisted that I had requested a Disabled Room, which I NEVER asked for. After that, she walked away and returned to mopping the lobby floors, which honestly seems to be more suited to her capabilities. Additionally, my relative observed that Sabrina was wearing the same clothes from the previous day and appeared very unkempt. This is not the image I would want for my hotel. Lastly, I want to inform you that I have Parkinson's disease. While I do experience some limitations due to this condition, I do not appreciate having them pointed out by staff members. This feeling is particularly strong when it comes from someone who lied to a customer and seemed to be spending the night at the hotel. As a Topper, I understand that the hotel is under renovation, but there were no provisions or discounts offered for that. Based on this overall experience, I would not recommend this hotel to anyone.

the rooms are large and comfortable, the washers are free and the gym is well equipped. Everything was convenient.

There is construction @the hotel. They sent an email notification after the reservation was made. The hotel does not offer breakfast. The microwave in the room did not work. There are no restaurants within walking distance. Overall, a disappointing stay.