Candlewood Suites Navasota

My granddaughter has an immune deficiency, so when I booked Candlewood Suites on 12/16 for the coming weekend, I chose a newer hotel near Santa’s Wonderland and A&M because I thought that would feel safer, especially with concerns like mold. The day after I booked, my 7-year-old granddaughter was diagnosed with strep throat and Flu B. I called to cancel because of the medical situation and asked for the manager, but he wasn't available. I left my details and was told to call between 9am-4pm. I tried several times over the next two days and nobody called me back. I contacted corporate next and got a case number. They said they'd notified the property manager, who should contact me, and advised me to keep calling. Eventually I reached the assistant manager. He tried to cancel it, but said system restrictions meant only the manager could finish the cancellation, and he didn't want me to be charged incorrectly. After more attempts, I finally spoke with Mr. Sandip Patel. I explained the emergency and offered documentation from the doctor. He said I had to cancel on the booking date, 12/16. When I asked for his supervisor, he told me he was the owner. I also asked to move the stay to the following weekend, but he refused and wouldn't offer credit. He kept telling me to take it up with my bank. I never checked in, but the charge went through. I tried to cancel within 24 hours, offered to reschedule to reduce the loss, and did everything I could to sort this out directly. I've filed a bank dispute, which the hotel is now contesting. I had to pay for somewhere else the following weekend, even though I could have stayed here instead. I could still leave a glowing review of the service if the company considered the long-lasting impact of treating customers well in an emergency. This is about a $326 charge and a request for basic customer service. Having the GM Sandip Patel tell me I needed to cancel the same day I booked, then refuse even the courtesy of moving the reservation, felt greedy and showed poor customer service regardless of the booking type. I feel IHG is supporting that decision, which reflects just as badly on the organization. I trusted IHG and Candlewood Suites to provide safe lodging and reasonable service during an emergency.

Anthony helped us check in Friday night for a wedding weekend and made sure we knew what was going on with the approaching winter storm. He handled everything smoothly and made us feel comfortable. Really appreciated his attention and professionalism. We'd recommend staying here.

The location works perfectly if you're in the Navasota area. It's a new hotel, with nicely appointed rooms and kitchenettes stocked with real dishes and pots and pans, so you can cook for yourself. Just know there's no breakfast.

We stayed here twice, but we're done. We're an AAU team with 3-plus rooms and one kid on crutches, and the elevators were broken, so we had to climb four flights of stairs. This time the front desk staff were bothering our boys and watching them on the cameras during the night shift. The desk people spend all day taking cigarette breaks, then look at you strangely and don't even say hello. Never again. I'd rather take my money next door.