Candelewood Suites

***, Inchas received notice of a letter dated Wednesday, September **, addressed to Candlewood Suites*** is the claim adminsitrator handling claims on behalf of Six *** *** *** and *** *** *** *** *** has established a claim under claim number***
Upon notice of the alleged water damage, the hotel addressed and repaired the damage in the guest roomAn inspection report completed by the Rockland County Department of Health stated no health hazards or violations were foundThe guest left the hotel and left many personal belongings behindThe hotel offered to clean the belongings and the guest has refused the offer, and has not returned to remove the personal belongingsThe claim was denied and a denial letter was mailed explaining ***'s positionA report was received by *** on October *, indicating a mold inspection was completed on September ** by HNST Mold Inspection that did show apparent mold growth*** is in the process of reviewing this report and our investigation is ongoing

Review: Dear Ms. [redacted] & [redacted] Suites Management/Administration, Over the years, I have had many pleasurable stays at fine hotel through out the states. However, my visit on July *th -*th @ [redacted] Suites Nanuet-Rockland County was unfortunately a horrible exception. I am certain that once you are aware of what transpired, you will be as appalled as I am.Attached you will find an incident report reflecting the unfortunate accident I experienced while staying at your hotel due to negligence on the behalf of on-site staff and an unapologetic, unprofessional so-called manager. As you can imagine, the experience fell far short of my expectations -- considering the money spent. While assisting my sister [redacted] and her daughter to their room, which was obviously not ready for vacancy (dirty, and no towels/wash clothes). I approached the bathroom, and was greeted by dripping (leak) water from the ceiling onto my forehead. As I stepped to turn on the light I slipped banging my right knee on the vanity; from stepping in the large puddle of water in the center of the bathroom floor. My sister and I returned to the front desk to report the negligence and dissatisfaction of the room condition. I personally returned back to the room with the manger for him to view the condition first hand (along with my husband). I explained step by step as he viewed the same mess we walked into. I asked the manager, if this room was indeed just cleaned as he stated why didnt the cleaning crew notice this obvious drip from the ceiling and the large puddle in the center of the bathroom floor? There were no apologies to my sister or to me. Instead my sister was made to wait an additional hour or longer in the lobby for another room (suite) to become available. What kind of customer service is this? I furthermore, complied with the hotel rule(s) to exchange out towels, wash clothes at the front desk around 11am just to be told there were no clean towels/wash clothes available. Neither other family members (staying at the hotel) nor I were able to receive a clean replacement of towels/wash clothes until after 8pm. I frequently recommend accommodations to other travelers; I am not certain at this time if I will ever feel comfortable returning to your establishment.What should have been an awesome, memorable family reunion quickly turned into a nightmare staying at your facility (huge mistake). Im hopeful not all [redacted] Suites nationwide function under this same capacity-lack of customer service, weak on-site management, lack of respect for valuable out-of-state consumers (native New Yorkers). This kind of behavior is unprofessional and unacceptable and should by all means be reported to the Revdex.com if I do not see prompt efforts to resolve the situation and consider compensation/refund my account.I can be reached at ###-###-#### Best regards, [redacted]Desired Settlement: $373.56 full refund

Consumer

Response:

At this time, I have not been contacted by Candlewood Suites Nanuet-Rockland County regarding complaint [redacted] I was only contacted by their insurance company (regarding my slip-settlement) the company Candlewood Suites Nanuet-Rockland County has NOT directly contacted me or my family regarding a refund, or an apology.

Sincerely,

Review: First I would like to say, that I hope your week has been and enjoyable one. My name is[redacted] #:[redacted], my family and I traveled from Ohio for a family reunion and stayed at your hotel on July 5, 2013 – July 7,2013. We were booked to stay until Monday July 8th, but the experience was so unpleasant, we cut our New York visit to drive back to Ohio a day early. List of unpleasant details ? Check-in was supposed to be at 3pm, but we were not provided with a room until 4:15pm. ? The first room that we were placed in had a large puddle of water in the restroom that was dripping from the ceiling. ? The toilet handle would not flush, maintenance had to provide assistance ? The toilet ran through the night, ( even after we jiggled the handle) which interrupted our sleep and our grandmother’s sleep in the next room ? Our icemaker did not work. We had to walk to the front desk for ice. ? Your online website stated that your hotel had all newly renovated rooms, but both rooms we were assigned to had old frayed carpet. ? My grandmother had to be moved to three different rooms, because the first two rooms smelled like smoke ( even though we requested a non-smoking room. ? My uncle & his wife actually left the hotel and went to a Holiday Inn Express, because their room was very unappealing. ? The only reason, My sister & her family, My aunt & Grandmother , and my family did not leave, is because Nanuet-Rockland County Candlewood Suites had a hold on the deposit. My family and I travel a lot around the country. I usually like to take time out to share compliments of great service, however, I have no commendations to share for Nanuet-Rockland County Candlewood Suites at this time. I would like to humbly ask if you would be willing to refund our payment of $ 249.00. Looking forward to hearing back from you at your earliest convenience. Respectfully,[redacted] ###-###-####Desired Settlement: I would like to humbly ask if you would be willing to refund our payment of $ 249.00.

Consumer

Response:

At this time, I have not been contacted by Candelewood Suites regarding complaint ID [redacted].

Sincerely,