Candlewood Suites - Charlotte - Arrowood, an IHG Hotel

My mother had a reservation at this hotel 2/10/25 through *******. The manager told her when she got there, that she didn’t have any rooms available. After speaking with ******* they had to argue with the manager about why she couldn’t accommodate. This is the worst hotel she has ever stayed in. My mom stayed there the night before and complained that the room wasn’t clean and the bathroom smelled like pee. I below that is the reason she wouldn’t accommodate when I rebooked the room for her. Or she was prejudice. Because the manager was making sure all the white people, 5 in all got there rooms. Customer service is gone.

Someone need to tell this Woman that she handled herself with such contempt and kindness that if I was her I would have no longer would be able to be with my kids. I was at a Candlewood suites in Charlotte NC by Arrowood the night lady ZuZu was just speechless. Not only where there guest who where talking down to her with such disgust but also racial hatred towards her and nasty behavior but such verbal violence and all she said was “ I’m so sorry for the inconvenience I’ll let my manager know in the morning I’ll shoot her an email but in the meantime can I help you with anything else ?” And she smiled genuinely. Even after those horrible people walked away she kept smiling and assisted others. I’ve never in my life seen someone with such high praise and contempt especially when those horrible racial slurs. I want to thank her and let her know I appreciate all the help she gave my family and kids during our stay and even applaud her for bitting her tongue because that type of abuse is not acceptable nor should be tolerated just because she is not the same as those people. My kids really said “mommy the art lady so nice she helped me tie my shoe and told me be careful”. I will reach out to corporate and I hope someone will show her this and let her know she is an outstanding person and keep up the great work.

After traveling 7 hours from York PA for an overnight stay, my family and I were highly disappointed with the customer service and the condition of this hotel. I realize customer service can be challenging at times, but a simple "good afternoon" or a "how may I help you" would have been nice. The rep at the desk just looked at us. My husband told her we had reservations and all she said was they didn't have any rooms at the time and that we should call back in about 30 minutes. I asked where the bathrooms were and she pointed. The lobby superficially looks clean, but once my daughter and I used the restroom we knew this hotel wasn't going to meet the basic cleanliness requirement. Being disgusted I said out loud that the customer service was horrible and that it wasn't clean. However I felt we could tough it out for one night. We went to the store to purchase cleaning supplies. When we returned the same rep was much nicer and helpful. She directed us to the elevator. As we were walking toward the elevator there was a horrible odor that got worse the deeper into the hotel we got. The 2nd floor reeked of feet and musk. We got into the room and it smelled stale. Superficially it looked clean but when I pulled the sheets back there were stains. I then walked into the bathroom and the white tub looked gray with hair in the tub and on the toilet. We made the decision to leave immediately. I can deal with dated accommodations, but the cleanliness has to be top priority, especially in light of the pandemic the world has experienced with Covid and its variants. We were tired, but not tired enough to stay at this hotel. I sincerely hope that the management of this hotel seriously addresses the complaints of its patrons and reiterate the importance of basic customer service.