Candlewood Suites Fort Wayne - NW

Subject: Formal Complaint against Candlewood Suites Fort Wayne, An IHG Hotel Introduction: I would like to formally lodge a complaint against Candlewood Suites Fort Wayne, An IHG Hotel, regarding my recent stay at the establishment. My name is Robert Holocher, and I checked into the hotel on July 3, 2023, having made the reservation through CLC Lodging CrewFax. Unfortunately, my experience at the hotel was far from satisfactory, and I feel compelled to bring these issues to your attention. Abstract: During my stay at Candlewood Suites, I encountered various problems, starting from the lack of knowledge among the hotel staff on how to process payments through CLC Lodging. This immediately caused confusion, as the front desk staff was unaware of the appropriate procedures. Arguments with Examples: 1. Lack of Knowledge and Harassment: Early on the following morning, I received repeated phone calls from the front desk manager, Mark, demanding payment for the reservation. Despite informing him that my reservation was made through CLC Lodging CrewFax, he failed to comprehend this and persisted in demanding payment without considering the alternative process. I was trying to resolve the issue by contacting CLC Lodging via phone, but Mark's constant interruptions hindered my ability to resolve the matter swiftly and efficiently. 2. Unprofessional Behavior and Involvement of Law Enforcement: Instead of showing understanding and patience, Mark started to behave unprofessionally. He prejudged both my wife and me, demonstrating a lack of empathy and respect. While attempting to resolve the payment issue, Mark took the extreme step of involving the authorities, leading to law enforcement officers entering the hotel premises to escort and trespass my wife and me. This unnecessary involvement of law enforcement was completely unjustified and only added to the distress of the situation. 3. Failure to Return Incidental Fee and Active Reservation: Additionally, I would like to highlight that the room was fully paid for by CLC Lodging, and thus, no payment was required from my end. Despite this, the hotel staff failed to refund the $50 Incidental fee. Furthermore, it is concerning to note that the reservation still appears as active, indicating a lack of organizational competence and attention to detail. Conclusion: In light of the aforementioned incidents, I am deeply disappointed and dissatisfied with my experience at Candlewood Suites Fort Wayne, An IHG Hotel. The lack of knowledge, unprofessional behavior, involvement of law enforcement without just cause, failure to refund the Incidental fee, and the persistence of an active reservation have collectively marred my stay. I kindly request a thorough investigation into this matter, along with appropriate disciplinary action against Mark for his unprofessional conduct. Furthermore, I urge the hotel management to rectify the payment issue promptly and refund the Incidental fee as per the hotel's policy. I e

Had a mix of business and pleasure in Fort Wayne. Decided to stay here instead of New Haven where I usually go. Hotel is in a business complex, but you aren’t far from the many stores and restaurants around Lima Road, and downtown is a short drive away. Hotel is typical Candlewood- kitchen in room, lending library movies and games in lobby, satellite TV, and comfortable bed. Slept well. I did briefly use the indoor pool, but it was so cold outside (low teens by evening and a cold morning) the water didn’t feel inviting after being out. As with most Candlewoods there is a small area outside for a barbecue, but it was too cold to even consider that. Check in and check out was smooth too. Lately I have been varying my hotel locations when in Fort Wayne, and this one has made the rotation.