We stayed here, 2rooms on June 17th & 18th 2014. Can't remember the room numbers but have sent them to the hotel in a previous review asked for by the hotel itself by email on 6/22/14 which was never posted. We were either on floor 10th or 11th and the hotel has only 6 rooms per floor so should be able to figure it out and I'd be willing to give TripAdvisor my name if that helped. And THEY KNOW WHO I AM SINCE I got a automated response by email from Candlewoodsuites.com on 6/25/14 at 12:19 pm in response to similar negative post below. Here is their response: "As a valued guest your concerns are of the utmost priority. One of our agents will be reaching out to you within 24 hours. We apologize for the experience you had at our hotel, and thank you for bringing it to our attention." That was 6/25/14 today is 8/2/14 and i have heard nothing from Candlewood despite their promise of getting back to me within 24 hours. They obviously have my email, and they got my phone and billing address when i made the reservation, AND i got fully billed for the entire stay and I am quite sure they could get my info from the credit card co. They obviously do not care about HUGE Security issues. No excuses for not following up. Okay, here is what happened, after we checked in and after the first night review would have been ok: no view, refrigerator very noisy but we unplugged it and AC only worked if you cranked it down by over 5 degrees where you wanted it and even then then it was too hot and reverted to "72" degrees as the setting despite what you set it at. So, at this point we'd have given this place a 3, but crediting for the price for the location and would have gone back. Its an awesome location and they do take gov't rate. However, on day 2 there, June 18th, we had all retreated to our rooms to rest and around 4pm, my daughters in one of the rooms notified me that 1/2 hour earlier a strange woman entered the room with a KEY and said it was her room. She ended up apologizing and leaving to go back to the front desk for another room. So, I found out about an hour later and my daughters told me their key cards no longer worked. My mind immediately went to "what could of happened" like suppose one daughter had gone to the gym, the other in the shower, and the intruder not a nice woman who leaves but a man with issues....and who knows what could have happened. ANYTHING. I went down to the front desk. [ and no, at this point no one had called to alert us from the hotel to either my daughters room or ours that a mistake had been made someone was misatkenly given a key to one room, and their cards would no longer work despite that the front desk must have known from this woman herself that a mistake had been made when she returned to get an unoccupied room.]At the front desk, when I explained what had occurred, I was greeted with about the same concern as if we had not enough shampoo. In fact, the scary thing was, she initially said "WHEN did this happen?" So, my thinking, How many times does this happen at this hotel that they have to ask WHEN this type of thing happens? This is a small hotel with only 2 monitors at the front desk. The woman we talked to seemed to be management since there were only two and she was senior since she was in a blazer, the other woman in a blue polo. The senior woman, after asking asking us the ridiculous question of when this happened then offered us a snack from the snack bar and 1000 points in the IHG system [FYI, 1000 points is nothing, you need ~10,000 for one free night in the middle of no where.] Getting a snack or anything else for free was not my intention, my sole intention is having the hotel figure out HOW this happened letting me know HOW this happened so i can can feel like i can ever safely stay with YOUR CHAIN again or any other again. Getting some excuse from the hotel that "apparently the computer showed that room as available" which is what we were told is obviously not enough. I have some ideas that i didnt realize until after i got back home based on some inconsistent emails I got from the hotel and our reservations and what the reservation person said that may help, but like I said we never got any follow up. As an aside, the night this all happened we got a personal visit (albeit late and it woke us up ) from the female in polo shirt who was at the front desk. She gave us a note of apology and a bottle of "wine" that actually had a list of ingredients. We left that for the maid thinking this was a sweet gesture from an employee who is being blamed for a hotel or corporate level software issue problem. The time for apologies is over. I'm heading to higher authorities.
- Official Description (provided by the hotel):
- Let our Times Square Hotel be your Home Away From Home Located at the 'Crossroads of America', the new, all suites Candlewood Suites Hotel at Times Square has the perfect location for extended stay business and leisure travelers. We are convenient to the major businesses in Times Square, as well as the attractions of New York City. If you are traveling to 'the Big Apple' for just an overnight stay or for an extended stay, our NYC hotel's studio suites, with full kitchen facilities, will make your trip a smashing success. Our hotel's Times Square address places us within walking distance of the Jacob Javitz Convention Center,Legg Mason, Ernst & Young and Merrill Lynch among others. Our suites offer extended stay guests a comfortable workspace, free high-speed,wireless Internet access and we are pet friendly. Leisure guests know that our hotel in NYC's Times Square is centrally located so it is easy to visit the best of the city; the electricity of Times Square, the majesty of the Empire State Building and the excitement of Broadway Theater are at our doorstep. All modes of transportation, from trains, buses and cabs, are nearby. Our extended stay Midtown Manhattan hotel offers deluxe amenities including a DVD lending library and a free 24-hour Fitness Center. There is the Candlewood Cupboard, located in the main lobby, for food and sundries. We also offer free laundry facilities. ... more less
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- Also Known As:
- Candlewood Suites New York City Times Square Hotel New York City