Candlewood Suites Lafayette - River Ranch by IHG

The room was infested with roaches when we arrived, and the sheets had visible stains. My children and I had to stay in those unsanitary conditions. Since this happened over the weekend, I was told a manager wasn't available but would call me Monday. More than a week went by with no word, so I called and spoke with David myself. I explained what happened, but he said he hadn't heard about it and there were no notes or messages for him. I believe that was a lie, and he was dismissive and showed little empathy. The only offer was loyalty points. When I asked about other options and raised the lack of follow-up and the seriousness of the room conditions, they just repeated the same offer without a meaningful response. The way this was handled felt unprofessional and fell short of appropriate customer care.

We killed roaches in the room every day, and it wasn't cleaned daily. The manager and staff knew about the problem because they weren't surprised when I complained and offered to spray the room. These were the smaller roaches, not tree roaches. They need to close each floor and fumigate to deal with the source. If guests can eat in rooms or stay for extended periods, they should at least clean daily so they don't attract roaches and bugs. They also kept running out of clean towels. The manager wouldn't refund my room, so we checked out early; she offered a one-night credit to resolve it. It was awful. Pay more and stay somewhere else. I'm uploading pictures of the dead roaches we killed, though Google won't let me add the video.

We were in town for a funeral, and the staff treated us with kindness and empathy. The facility was very clean, and the lobby smelled amazing. My son had been very close to his maw maw, who had just passed, and he forgot a few things in our room after we'd left. The staff called to let us know, and we managed to return after the services to pick everything up. They understood our situation and didn't charge any fees on our somber day. We're grateful and plan to stay there whenever we're in the area. The management team is top notch and the staff superb. Highly recommend, 5/5.

The people working here are very nice, but the facility needs better care. We had three rooms, and another one on a different floor smelled bad too, which suggests poor air circulation. On the second floor the hall smelled like a restaurant kitchen, and the bathroom in our room had a strong bleach smell. An air filter might help, or they could ask people not to cook strong-smelling food. The bathroom looked clean, but I was horrified to find hair on the walls, even behind the door. The key cards worked unpredictably, and the TV remote only controlled power and volume, nothing else. They told us the carpets had been cleaned that day and might be damp, but the next morning they were still really wet. It wasn't fun walking on them, and I had to keep our things off the carpet so they wouldn't get wet. I can't add photos here, but I do have pictures of random hairs.