Candlewood Suites DFW West - Hurst by IHG

I've stayed here many times, but this trip was awful. One regular guest is obnoxiously loud when he drinks. My room was filthy, the bedding and floors had stains, and whenever I asked for towels, they were out. They moved me through two rooms without accommodations. The coffee machine was broken, the business computer couldn't scan or print, and the elevator was out of order. Such a disappointing stay.

This place has really gone downhill. I saw the unpleasant, unsafe maintenance guy going into other guests' rooms right after they left for outings. I doubt there was a work order for that. Nancy was rude and unprofessional too. She seemed to hate her job and the guests.

I've been here for over a month on business, and so far the stay has been great. Most of the staff are friendly and helpful. The only real problem I've had is that the key cards don't work reliably.

We arrived in the late afternoon, and within a few hours we were leaving. The room was so humid that the sheets felt damp. After putting our bags on the bed, I spotted silverfish on the ceiling above it. I used a rag from the kitchenette to knock them down and crush them, and took a photo of one in case I needed to show the front desk. We decided not to look for another room just because of those bugs and started unpacking. Later, I turned on the bathroom light and saw a cluster of roaches scattering across the floor. I panicked and crushed as many as I could. I didn't want to wake my wife, who was already in bed, so I flushed the ones I killed. Then I realized I couldn't let her sleep there. I photographed one of the crushed roaches to show the desk. The woman at the desk was nice, but seemed completely unprepared to help. She didn't offer another room and said the system wouldn't allow a refund since we'd checked in. All she could do was pass my information to a manager the next day. We went back to our hot but bug-free home. Nobody followed up, and when I called to ask when I could speak to a manager, they couldn't say when one would be there. By then, I felt they offered no help or sympathy. I emailed through the booking agency, but it's still pending.