Exterior

Reviews of Candlewood Suites San Antonio Downtown, an IHG Hotel

2.5 out of 5

Reviews

8.6

Excellent

Rating 10 - Excellent. 371 out of 694 reviews" "
Rating 8 - Good. 214 out of 694 reviews" "
Rating 6 - Okay. 54 out of 694 reviews" "
Rating 4 - Poor. 28 out of 694 reviews" "
Rating 2 - Terrible. 27 out of 694 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.0/10

Amenities

8.8/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Enahi Morales

Liked: Cleanliness, staff & service, property conditions & facilities
Loved it
Stayed 1 night in Dec 2023
Response from Chris on 2024/3/20
Enahi thank you very much for staying with us at the Candlewood Suites San Antonio Downtown. We love that you loved your stay and the 5 out of 5 rating. Hope to see you in April for Fiesta.

8/10 Good

Edelmira

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s at a perfect location. We absolutely love staying here and will definitely be back again.
Stayed 1 night in Mar 2024
Response from Chris on 2024/3/20
Edelmira thank you very much for sharing your experience at Candlewood Suites San Antonio Downtown with us and your continued patronage. We hope to see you for Fiesta 2024 in April.

2/10 Terrible

Sterling

Liked: Staff & service
Disliked: Cleanliness
There was a tiny roach infestation. It was too late to move.
Stayed 1 night in Mar 2024
Response from Chris on 2024/3/20
Sterling very sorry to hear about your poor experience. Please allow us another opportunity in the near future to show that your stay is not our typical stay.

10/10 Excellent

Vanessa

Traveled with family
Ability to accommodate last minute booking
Stayed 2 nights in Feb 2024
Response from Chris on 2024/3/20
Vanessa thank you very much for choosing Candlewood Suites San Antonio Downtown. We're happy to accommodate you last minute and hope to be there for you in the near future.

4/10 Poor

Nicholas

Traveled with family and small children
Liked: Cleanliness
Disliked: Amenities
Really disappointed with the stay here. To start AC wasn’t working and told no more rooms move(then magically found one after she saw herself ac not working after some hours but told I can move but can’t watch tv and no curtains), then not enough toilet paper, no chair (when asked for a chair for the desk told by front manager she doesn’t know where those are),main coffee machine stopped working next day and not fixed for entire trip, bed unstable as one of the legs of the bed was damaged ( they took some cardboard coasters and put under it. Now, seeing additional charge after leaving to my card for additional night(card was charged at check in for entire stay), waiting to see what happens. Chris the general manager seems helpful but still waiting to see the outcome.
Stayed 2 nights in Feb 2024
Response from Chris on 2024/3/20
Nicholas thank you very much for sharing your experience with us, Sorry to hear that we failed to meet or exceed your expectations. I hope you will give us another chance in the near future.

10/10 Excellent

Richard

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our room was clean, comfortable and well stocked. We stayed 2 nights and were very pleased with the hotel.
Stayed 2 nights in Feb 2024
Response from Chris on 2024/3/20
Richard Thank you very much for staying with us during your visit to the Candlewood Suites Downtown San Antonio. We love the 5 out of 5 rating and the great review. Hope to see you soon!

6/10 Okay

sheila

Stayed 1 night in Jan 2024

10/10 Excellent

Brad

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023

8/10 Good

Eric

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023

8/10 Good

Verified traveler

Liked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Alvaro

Traveled with group, Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very impressed!
AMAZING! Never been to a hotel with a FULL kitchen! Next time I’m bringing food to make!
Stayed 2 nights in Dec 2023

8/10 Good

Fabian

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
good
Stayed 2 nights in Nov 2023
Response from Chris on 2023/11/25
Fabian,Thank you very much for staying with us at the Candlewood Suites San Antonio Downtown. We love the 4 out of 5 rating the the feedback you have provided.

2/10 Terrible

CATHRINE, COLUMBUS

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This is not a Candlewood suites but an extended stay. You dont get housekeeping AT ALL unless you stay 7 days. No staff on site at all hardly and they do not care about the guests at all.
Response from Chris on 2023/11/25
Catherine,Thank you for sharing your experience with us. I am very sorry to hear that you did not enjoy your stay with us. Candlewood is considered an Extended Stay type hotel. I have brought your feedback to the attention of my team so that everyone is on the same page. Full service cleaning is once a week, but if you need service in between that time to please inform us and we will take care of the guest.

10/10 Excellent

Maxi

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Chris on 2023/11/13
Thank you very much Maxi for the 10 out of 10 rating. We hope to see you soon in the near future.

10/10 Excellent

Ramona

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Chris on 2023/11/13
Ramona,Thank you very much for the 5 out of 5 rating. You have brightened up our day as we celebrate you and our service success.

2/10 Terrible

Rebecca, Brooklyn

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Upon entering, there was a police car at the beginning of the property. While I admire the safety precaution, it's presence made me feel as though we were not in a safe area. There were many stains on the bed frames.
Stayed 2 nights in Aug 2023
Response from General Manager on 2023/9/11
Rebecca, Thank you very much for sharing your experience with us. I'm very sorry to hear that we did not meet or exceed your expectations. I hope that you will give another chance to prove that your experience is not the norm.Yours in Service,Chris Scroggins

10/10 Excellent

ROMAN

Liked: Cleanliness, staff & service, amenities
Good
Stayed 1 night in Jul 2023
Response from General Manager on 2023/8/9
Thank you very much for the 5 out of 5 Roman. We appreciate you sharing your experience with us.

10/10 Excellent

Cynthia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2023
Response from General Manager on 2023/7/30
Thank you Cynthia!

4/10 Poor

Michael N

Traveled with family
Disliked: Cleanliness, property conditions & facilities
When we got there, there were people doing drive in the parking lot. We went into the lobby, and there wasn’t anyone there to check us in. We waited 15 minutes and someone finally showed up. The room was dirty and dusty.
Stayed 5 nights in May 2023
Response from General Manager on 2023/6/8
Michael,Very sorry to hear about your poor experience with us. We hope you will consider giving us another try during a slower night.

2/10 Terrible

Michael

Liked: Cleanliness, room comfort
Disliked: Property conditions & facilities
Do believe what you read on hotels.com
They have it listed on hotels.com that there’s breakfast which is one of the main reasons I picked this place since there’s not restaurants in area. Really pissed me off. If breakfast is not included they really need to adjust the price could’ve save $100 staying next door that’s why I’m rating it so low. Oh and it’s $81 for your dogs
Stayed 1 night in May 2023
Response from General Manager on 2023/5/28
Michael,Very sorry to hear you had a bad. Thank you for sharing your experience with us.

10/10 Excellent

Alexandria

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
staff was super nice and the hotel was very clean!!
Stayed 1 night in May 2023
Response from General Manager on 2023/5/28
Alexandria,Thank you very much for choosing to stay with us at the Candlewood Suites San Antonio Downtown. We love the 5 out of 5 rating and the great review!

8/10 Good

Loretta

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed 2 nights, and we're used to having our room cleaned after the first night, we didnt get that here. No clean towels or bed made up. Other than that everything was good.
Stayed 2 nights in Apr 2023
Response from GSM on 2023/5/2
Thank you so much for taking the time to provide your feedback on your recent stay with us . We appreciate you!We do apologize for our cleaning services not being provide as what your are used to our property standard only gives full service once out of a full weeks stay. We do offer light services/ refreshes of the room upon request. We do hope to be able to serve you again in the future. We thank you again. Have a great day.

10/10 Excellent

Jennifer

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay
Great experience! We stayed in a suite and the room was beautiful and comfortable! We took an Uber to downtown San Antonio and enjoyed a nice walk back. The front desk staff were great! We were traveling from west to east coast and this was the best place we stayed!
Stayed 1 night in Mar 2023
Response from GSM on 2023/4/22
Good Morning,Thank you for taking the time to share your experience here at the Candlewood Suites Downtown. We are very delighted you enjoyed your stay. We love making you feel comfortable and welcomed. Again, we thank you and we look forward to seeing you again soon. Have a blessed day!

8/10 Good

MELISSA

Liked: Cleanliness, staff & service
Stayed 7 nights in Mar 2023
Response from GSM on 2023/3/28
Thank you for taking the time to rate your experience here at the Candlewood Suites Downtown. We appreciate you. We do hope to serve you again in the future. Thank you and have a blessed day.

8/10 Good

John, Houston

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The property was sufficiently distant from downtown that traffic wasn't a big issue. There were limited dining options nearby, although the unit did include a mini-kitchen and there was an HEB a short drive away. Staff unfailingly friendly. Well-stocked shop. Good-sized unit.
Stayed 6 nights in Mar 2023
Response from GSM on 2023/3/24
Thank you for taking the time to share your experience here at the Candlewood Suites Downtown. We appreciate you!We hope to see you again soon. Thank you have a great day!

8/10 Good

Kory

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities
I appreciated the kitchenette room was spacious and clean
Stayed 3 nights in Feb 2023
Response from GSM on 2023/3/1
Thank you for taking the time to share your experience here at the Candlewood Suites Downtown. We hope to see you again sometime in the future. Have a great day!

10/10 Excellent

Darrell

Stayed 1 night in Feb 2023
Response from GSM on 2023/3/6
Thank you for taking the time to rate your experience here at the Candlewood Suites Downtown. We appreciate you!

8/10 Good

Chris

Traveled with partner, Traveled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was excellent, it was newly renovated, very comfortable with a kitchenette.
Stayed 2 nights in Jan 2023
Response from GSM on 2023/1/20
Thank you for choosing the Candlewood Suites Downtown San Antonio as your choice of stay. We are very happy to see that you enjoyed your stay. We look forward to seeing you again soon.Again, thank you have a blessed day.

2/10 Terrible

Joy

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
ROACHES!!!! I turned on the light upon entering my room and roaches scattered in the kitchen area. I immediately went back to the front desk and asked for another room on another floor. This was done, but not one word of apology was uttered for the filth or the inconvenience. Never ever again. DO NOT RECOMMEND.
Stayed 1 night in Jan 2023
Response from GSM on 2023/1/19
Thank you for choosing the Candlewood Suites Downtown San Antonio we appreciate you. We thank you for sharing your experience here at the Candlewood Suites. We do apologize for not meeting the cleanliness standard for your room and a proper apology was not given for the inconvenience. We hope to be able to serve you again in the future on better terms. We thank you again, wishing you a wonderful day.

6/10 Okay

nicole

Traveled with partner
Disliked: Amenities, property conditions & facilities
The heater in my room worked fine for a few hours or so but then set off my smoke alarm at 3:45am and smelled of burning plastic. When I told the staff at the front desk, they asked if I was cooking something and did not move my room. I got to stay chilly the rest of the night until someone in the morning gave me a new room. I was also told I couldn't use the hot tub outside because it was "too cold". I was surprised that I wasn't allowed to make my own decisions of when to use a working amenity I'm paying for. The kitchenette was helpful and the location was close enough to downtown and the highway but I think the building needs some updates overall.
Response from GSM on 2022/12/28
Good Morning,We would like to thank you for choosing the Candlewood Suites as your choice of stay. We appreciate you. We would like to apologize for any inconvenience that occurred during your stay. We will coach our agents on how to better handle situations that is accommodating to the guest. We hope to have you stay with us again sometime in the future. Again ,we thank you! Have a Happy New Year!

10/10 Excellent

Julia

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Easy no hassles
Great service. Comfy. Convenient.
Stayed 1 night in Dec 2022
Response from GSM on 2022/12/23
Thank you for choosing the Candlewood Suites San Antonio Downtown for your choice of stay. We appreciate you! We are happy to know everything went well during your stay and we hope to see you again soon. Thank you!

2/10 Terrible

carmen

Traveled with family
Disliked: Cleanliness, staff & service
Dirty room
the room was not cleaned There were no towels, dirty plates in the sink and dirty floor. Very disappointed
Stayed 1 night in Dec 2022
Response from GSM on 2022/12/14
We would like to thank you for sharing your feedback on your recent stay here at the Candlewood Suites we appreciate you. I would like to apologize to you for not meeting the cleanliness standard that we provide here at the Candlewood Suites. After further investigating the actions that were taken to accommodate you especially after seeing you stayed in the same room all night. It was mentioned that an apology was given and an offer to move rooms multiple times as well , but you decided you did not want to move rooms. When a call was received from you about having dirty towels in the room the agent offered to give you fresh towels which you declined as well. The agent at the time did give you points for the inconvenience to still accommodate you on the situation. Again, we apologize for your experience not being as expected and we hope that we have the opportunity to serve you again in the future. We wish you a Merry Christmas and a very Happy New Year!

10/10 Excellent

Frank

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very spacious room, clean, and friendly knowledgeable staff.
Stayed 1 night in Nov 2022

10/10 Excellent

Gabriel

8/10 Good

Cecilia

Stayed 4 nights in Oct 2022

10/10 Excellent

Anthony

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2022
Response from Chris Scroggins on 2022/10/11
Anthony,Thank you very much for choosing to stay with us at the Candlewood Suites San Antonio Downtown. We appreciate you taking the time to share your experience with us and giving us this perfect 10 out of 10.

10/10 Excellent

Blanca

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2022
Response from Chris Scroggins on 2022/10/11
Blanca,Thank you very much for choosing to stay with us at the Candlewood Suites San Antonio Downtown. We appreciate you taking the time to share your experience with us and love the perfect 10 out of 10 you've given us.

10/10 Excellent

Jorge

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The whole thing was great. We had free parking. But the rooms don’t get cleaned every day and u have to go get new towels everyday or go dry them at there laundry. We only stayed 2 days so not a big issues but it was just strange
Stayed 2 nights in Sep 2022
Response from GSM on 2022/10/4
Thank you for taking the time to fill us in on how your stay went. We do apologize for not giving a daily refresh for your room as our standards for our hotel only wants us to provide any light services upon request. We do hope you will stay with us again in the future. Again, thank you for staying here at the Candlewood Suites Downtown. Have a blessed day.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Location location location
If I had been a lone woman pulling up at night, I don't know if I would have felt comfortable getting out of my car. Interior of hotel was very nice.
Stayed 1 night in Sep 2022
Response from GSM on 2022/9/23
Thank you for taking the time to share your experience here at the Candlewood Suites Downtown. We appreciate you. We are please to know that you liked the interior of our hotel. We are apologetic if you felt you would not be if you were alone. We do have on site security at night, just to reassure you if you choose to stay with us again in the future. Again, we thank you for choosing the Candlewood Suites . Have a great day.

6/10 Okay

Veronica Gonzalez

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent check in/check out- pool needed to be cleaner- Hot Tub broke- poor lighting in the bathroom mirror- great location to downtown-good coffee
Stayed 3 nights in Sep 2022
Response from GSM on 2022/9/20
We would like to thank you for sharing your experience here at the Candlewood Suites Downtown. We appreciate you!We do apologize for the hot tub not working properly we are on the job working towards getting it fixed. We are delighted that the customer service provided to you at checking and check out was to your standard. We hope to see you again in the future . Thank you again, have a great day.

4/10 Poor

Duane

Traveled with family
Liked: Amenities
Disliked: Staff & service, property conditions & facilities
The hotel was overpriced. Jacob the front desk clerk, was slightly rude. Bathroom door would not latch in room 403. The tv remote would not work, called the front desk for them to say that he would send a technician up. Only to wait 3 hours and bring it down and get it switched out.
Stayed 1 night in Sep 2022
Response from GSM on 2022/9/20
We would like to thank you for sharing your experience here at the Candlewood Suites Downtown. We appreciate you.I would like to start by apologizing to you for not meeting your expectations a new remote for your tv should've been the first option given. We strive to make each stay as pleasant and comfortable as possible, and we will use your comments to coach our team in order to provide a better experience in the future.I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception.Again, thank you for sharing your comments, have a great day.

4/10 Poor

Jason

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not great ... bad location
Run down, dirty, bad location (very inconvenient ... de-militarized ... staff terrifed after dark), hot tub doesn't work and was used as a toilet for an infant and toddler (staff didn't care), shower barely works, very loud (people, traffic, trains), no breakfast, wouldn't stay there again
Stayed 2 nights in Aug 2022
Response from gsm on 2022/8/28
Good Afternoon,I would like to first start by saying thank you for taking the time to provide your feedback on your recent stay here at the Candlewood Suites Downtown. I do apologize for your stay here not being a pleasant one for you. Had we known of your concerns regarding your stay we would have definitely addressed them immediately. We do take all feedback very serious we will look into all issues you have pointed out . We do hope you to give our hotel another chance for us to show you that your unsatisfactory stay was an exception.. We again thank you for choosing the Candlewood Suites. Have a great day!

10/10 Excellent

michael

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2022
Response from gsm on 2022/8/9
Thank you for taking the time to provide us with your feedback on your stay here at the Candlewood Suites Downtown. We appreciate you! We hope to see you again in the future.

10/10 Excellent

Marleen

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place to stay!
Staff was so friendly and helpful when our room key got stuck. It was close to many things yet safe and super clean.
Stayed 1 night in Jun 2022
Response from GSM on 2022/6/28
Thank you so much for telling us about your experience here at the Candlewood Suites Downtown. We are glad to know your stay went well and we hope to see you again sometime soon.

10/10 Excellent

Caryn

Stayed 1 night in May 2022

10/10 Excellent

Maria

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
You should provide complimentary breakfast
Stayed 1 night in Apr 2022
Response from GSM on 2022/6/28
Thank you for providing your feedback for your recent stay here at the Candlewood Suites. We appreciate you. Have a good rest of your day!

10/10 Excellent

Kelley

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Ms. Eli, Ms. Janea, and Jacob, in the office, were all so great! All the staff were very friendly. Loved the free laundry room and coffee! We stayed on the 4th floor for 5 nights. Not once did we hear other guests in the hallway. Very quiet and clean hotel! We’ll definitely come back!
Stayed 5 nights in Apr 2022
Response from GSM on 2022/5/5
Thank you so much for telling us about your experience here at the Candlewood Suites Downtown. We appreciate you! We enjoyed you and your family. We look forward to having you all stay with us again in the future. Thank you again. Have a great day!

8/10 Good

Sandra

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
liked quietness, one employee friendly & helpful; the other only spoke if asked for something, no smiles
Stayed 4 nights in Mar 2022
Response from GSM on 2022/4/5
Thank you for taking the time to share your experience here at the Candlewood Suites Downtown. We appreciate you! Please know that your feedback is extremely valuable to us. We use feedback, such as yours, to continuously make changes to our brand to improve the guest experience. We hope that you will give us the opportunity to serve you again in the future.

8/10 Good

Eliah

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2022
Response from GSM on 2022/3/31
Thank you for taking the time to rate your experience here at the Candlewood Suites Downtown. We appreciate you!

10/10 Excellent

Verified traveler

Traveled with family
Stayed 1 night in Jan 2022
Response from Nae on 2022/3/8
Thank you for choosing the Candlewood Suites Downtown. We appreciate you! We hope to see you again soon.