Candlewood Suites Denver North - Thornton, an IHG Hotel

Lola H8 months ago

Checked in on a Friday afternoon for two nights. The room was very clean and spacious but the refrigerator made a loud noise so I immediately made the front desk aware of the noise and was told someone would be up to take a look. The next morning I discovered the soap dispenser in the shower was empty and broken. As I was leaving to run some errands I made the front desk aware of the soap dispenser and reminded them about the refrigerator. I was told someone would come take care of both issues. When I returned to my room I was really disappointed to discover no one had come to investigate the two issues I reported. I got up early the next morning to leave and discovered at 4am the hotel had charged $66.03 to my credit card. This amount was in addition to the $50 incidentally hold they put on my card at check-in. I questioned the front desk as I was leaving at 6:30am but the clerk couldn't explain who put the charge on my card, what it was for or why it was on my card. It took me two follow up phone calls to get both the $50 incidental hold and the fraudulent $66.03 fee released. In addition, the front desk clerk at checkout informed me they do not answer service calls on the weekend. So both times I was told someone would come was just to patronize me. The facility is in a great location and the room was very clean but overall my experience was very poor.