Candlewood Suites Southfield - Detroit by IHG

I never even went into the room. I arrived at night for my Priceline booking, and my app clearly showed a standard room. The person in the lobby assigned me a handicapped-accessible room. I showed her my phone and asked her to change it, but she said the system showed that room and refused. I cancelled right away and left. I complained to Priceline, who contacted the hotel, and the same employee gave them 48 hours to resolve it. When I followed up, Priceline said the hotel wouldn’t refund me and claimed I’d stayed a few hours before cancelling. That’s false. Now Priceline and the hotel are both washing their hands of it, keeping my money and calling me a liar. They know I never used the room and have proof. This is extremely disrespectful. The manager and hotel are thieves for taking my money this way. I’ll take legal action wherever necessary. Thieves and liars. Avoid this hotel.

We left and found another hotel for the night. Our reservation for 12/29/25 was under my girlfriend’s name, and when we arrived there was nobody at the desk. After we eventually got a key, opening the room revealed a very strong, disgusting odor. Around midnight we asked the staff member to come smell it and requested another room, but she said she couldn’t switch us and couldn’t leave her desk, even though she hadn’t been there when we first arrived. There was no manager on-site. I’ve been trying to reach a manager by phone and keep getting transferred to an off-site call center and given the runaround. I was on hold for 20 minutes while writing this. It shouldn’t be this hard to speak to a manager. The call center said a manager might call back, but couldn’t guarantee it. They offered points instead of a refund. Stay far away and book somewhere else.

The front desk gentleman was great, and his customer service was top tier. He kindly arranged a late checkout, which I appreciated. The rest of my stay was bad enough that I wouldn’t return. In room 337, a metal piece sticking out of the bed cut my husband’s leg. Someone could be badly hurt by it, and we posted pictures and video. There were also drinks in the fridge that weren’t ours, so the room hadn’t been cleaned properly, and the place reeked of weed. I’m sure the people next door were smoking it. Extra towels had to be exchanged one for one, so two clean washcloths meant handing over two dirty ones. They don’t serve breakfast. If you leave a cash deposit, they inspect the room before you leave so you can get the money back. I didn’t choose that option, but it’s available. The whole setup gave me sleazy motel vibes. First and last stay.

We needed somewhere affordable in an emergency, and this hotel was clean, quiet, and had little traffic. The staff were friendly and accommodating. But within an hour of falling asleep, my child woke up saying something was crawling on them. They got into bed with me and seemed okay, then by the afternoon there were clear bites on their face and arms. The staff hadn’t warned us about the possibility. After I raised it, they said there had been a problem before. Treating our things and ourselves is my responsibility, but I’m disappointed. I was doing laundry to try to deal with it when a well-dressed couple came to check in, and I didn’t hear staff warn them either.