Candlewood Suites Killeen - Fort Hood Area by IHG

Hotel Management I am writing to formally lodge a complaint regarding the treatment I received upon checking into your hotel on 12/7/25 During the 3–11 p.m. shift change, the front desk employee made inappropriate and degrading remarks to me. She stated that I "smelled loud like marijuana" and asked if I understood what she meant. When I replied that I did not, she repeated the accusation and then informed me that I would be charged because of this alleged smell. She proceeded to spray me directly with a housekeeping deodorizer spray, which was both humiliating and physically intrusive. This behavior was: Disrespectful and unprofessional — accusing a guest without evidence. Physically inappropriate — spraying a guest with cleaning chemicals. Degrading — making personal remarks unrelated to the check‑in process. Regardless of any assumptions, it is not the role of staff to make personal judgments about guests. I found this encounter extremely offensive, discouraging, and unacceptable for a hospitality environment. I request the following: A formal apology from the hotel. Assurance that staff will receive training on professionalism, respect, and appropriate guest interaction. Consideration of compensation for the distress and disrespect I experienced. I trust that you will take this matter seriously and respond promptly. I look forward to your reply. Sincerely, Michael H

This is by far the worst Candlewood Suites I've ever visited. I accidentally booked this location instead of the location on base which wouldn't have been a big deal BUT when I arrived at this location it looked absolutely horrible driving into the parking lot. The grounds aren't being kept up, grass and shrubs overgrown, broken down cars in the lot collecting dust, it looks super sketchy!! That's not even the worst part, the worst part was when I entered the property and encountered Giselle the front desk clerk, let's just say her attitude matched the property DISGUSTING!!!

I am a guest and I overheard the front desk lady cussing out other staff members here over the phone over a frying pan?! Grow up and eat somewhere else!!! If there is none available sorry for you! you are not entitled to anything just because of your rank here! Go buy one if you travel so much!! As an employee are you not representing your company? Horrible manners, maybe you need to train your staff better!!!

The bed was way worn out, too soft ,,and it would be nice to have a king size option..The queen was just too small.The staff we dealt with was top notch..friendly, helpful. and always smiling...The room smelled pleasant when we arrived, The A/C worked perfect. We felt safe there and would use this place again,,W stayed for 10 days!

We had a great stay. Awesome staff. We loved the amenities as well. Very clean. They don't serve breakfast but I will trade that for being able to wash my clothes any day.

Stayed here for a month - rooms are standard Candlewood rooms, so no complaints. Gizelle, though, is beyond a 5-star employee. She will do whatever it takes to get issues resolved ASAP. Even when I just wanted to check on an issue I had submitted and would say it wasn’t a big deal, she ensured that it got priority care. Her level of service is the best I’ve seen in any hotel I’ve ever stayed at and it was a comfort knowing she genuinely cares about taking care of guests.

Gabe it 3 stars because the room was extremely smelly! Smelled like onions or something. A very bad smell. Also the toilet ran constantly and it was so loud and obnoxious. No coffee was made. I wouldn’t stay here again ever unfortunately.