Candlewood Suites Ontario - Convention Center

A very bad stay experience: I am writing this letter of complaint with great disappointment and anger. As a perennial traveler, I have stayed in different brands and types of hotels, including different IGH hotels, and even a university majoring in hotel management. Hotel guests who have worked. I have to say that this stay at the Candlewood Suites Ontario-Convention Center has never been worse. Unfortunately, this is also the first time I have written a complaint letter. I checked in at the Candlewood Suites Ontario-Convention Center on the night of June 17th and this was my second choice to stay at this hotel. The order on June 17th is from June 17th to June 21st, 4 nights stay. On June 20, I asked the front desk if I could do room cleaning, and the front desk replied: According to the hotel's policy, you only provide room cleaning for 7 or more guests. Even though it's the first time I've heard such a policy, whether it's the first check-in or the second check-in at this hotel. I didn't go ahead and ask for room cleaning after I listened. On the night of June 20th, I made an online reservation to continue my stay. This time, the stay period is from June 21st to June 24th, a total of 3 nights. So around 11am on June 21st, I went to the front desk again to ask for room cleaning. Because according to this hotel's policy, my two stays add up to 7 nights. According to your policy, I should get a room cleaning. But what happened next was beyond my imagination. First I asked the front desk if you could help me with the room cleaning around 3pm as I would be leaving the room around 3pm. The front desk replied to me, she needs to ask the cleaning staff if they can do the cleaning in the afternoon, and get back to me after getting the answer. I said ok and went back to my room. Soon after, the front desk came to my room and knocked on the door, telling me that the cleaners only had time to help me with the room cleaning now. I said yes, then I'll change my next plan and leave the hotel early. So you guys can help me arrange room cleaning. After about a few minutes, I got a call from the front desk in my hotel room and told me that the cleaners have been assigned to do other things and don't have time to clean my room. If I wanted a new room, I had to check out first and then go back to the hotel at 3pm to check in. This is the first time in my life that I have heard such a request. I don't know what you will think when you see this. I would like to invite you to see, from the very beginning of my stay in your hotel, I always say what the hotel says, and I will cooperate with you. Work with you to modify my plan and leave the hotel early so your cleaners can help me clean the room. Cooperate with you to check out completely, and then go back to the hotel to check in again after 3 pm. The funny thing is, when I checked out, the front desk asked me if I was coming back at 3pm to check in? Please take a look at what hospitality this hotel uses to welcome customers? What a terrible solution for the customer and so much trouble for the customer? As a client who has worked in a hotel, I understand the hard work of hotel staff. So during my stay at the hotel, I kept myself from adding more trouble to you and trying to understand you as much as possible. But what did I get for my understanding of you? Finally, I would like to ask a few questions about the practice of this hotel, and I hope you can give me a good explanation, instead of being perfunctory like the front desk replies to my answer. 1. The hotel only provides room cleaning for guests staying for 7 nights, so do I have to be informed when I check in? 2. The front desk said that the cleaners could not clean my room because they were assigned other jobs. So after I check out, does the hotel keep my original room empty until it is cleaned the next day? If you don't clean the room you check out on the same day, then the hygiene of this hotel is very worrying. 3. The hotel asked me to check out completely and check in again at 3pm. Is there no other room in the hotel where I can check in right away? Always insisting that I check in again at 3pm shows a very inhumane side. Don't think about the problem from the point of view of the guest. I choose hotels owned by IHG because I trust the IHG brand. Here is the IHG Mission Statement: At IHG®, our purpose is to create Great Hotels Guests Love® by providing True Hospitality for everyone. From this experience of staying at the Candlewood Suites Ontario-Convention Center, I have not seen you providing True Hospitality for me at any time.

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