Candlewood Suites Reading an IHG Hotel

Sadly, I cannot recommend the candlewood suites and I’m sorry to say they are a member of IHG, which I have never had issues with before. Pennsylvania is known for its historic buildings and we were there to ride bikes on the local trails and saw many of them, unfortunately the mattress in our room (room 113) was also a historic relic that had been badly damaged as if someone had jumped on it and left a hole, Knowing that I am pretty good at sleeping on just about anything since I have camped before I didn’t think too much about it until the next day when I was out biking, and my lower back was aching. We returned to the hotel at dinner time and I looked closer at the mattress. You could see that there was a visible bulge out the side and a large pothole on the left side. I went out to inform the hotel front desk, but they claimed they were 100% full and could not switch me to another room. The second night was worse because my back was already hurting, and I could not fall asleep. I have stayed at least a dozen times this year at HG properties, all around the country and in other countries and I’ve been an IHG member for 24 years and never run into this where a historic (aka destroyed) mattress was left for customers to sleep on. If Goodwill sold mattresses, I suppose this is what you would end up with. The pictures attached don't do it it justice since no one is sitting on it to see what a dent it makes-it is a real crater. I also noticed the soap dispenser in the shower wasn’t working (see photo of glue repair) -no big deal. I brought my own bar of soap and used it. When I looked at it closely, I see someone had glued the plastic bottle and so it couldn’t pump the soap because of that crack which the glue was apparently not working to hold together. Preserving history makes sense when you have a 200-year-old building but when you are running a hotel chain, you might want to buy new mattresses and new plastic bottles because you know they are going to wear out, there’s no way that somebody slept on this mattress before and did not complain so all I can conclude is that the hotel figures as long as they are bringing people in for a one night stay that they can get away with this as the people are gone the next day wondering why they have a sore back, but not returning. The right thing to do would be to replace a mattress that was that badly damaged. The second right thing to do would be to move the customer out of the room until it is fixed. Candlewood chose to do neither so unless you like sleeping on a piece of history or you are bringing your own air mattress You should choose another hotel. PS I am not a very large person. I am 6 feet 190 pounds so it’s not like I am a huge guy crushing this mattress. PSS I called the hotel and the manger was willing to credit me with one night and swore they were 100% full but if I had asked them on Sat. morning for a new bed, they tell me one could have been provided since they kept them in storage onsite. Somehow asking Saturday night meant that no one could find a new bed-yeah right. Since they did not even try, I am pushing to get a credit for both nights. I would still avoid this property. Its telling you something about management that they did not replace the bed in this ruined condition long ago. They don't want to switch out even cracked plastic soap dispensers, so it tells you how they run their business-on the cheap.

This is the second time we have stayed here. The rooms are wonderful, the staff always great. This trip they had computer issues and our room keys were deactivated and they kept knocking on the door to see if we were actually there. If not for that they’d have the 5th star

Laundry room was filthy looks like someone took a crap on the floor. the front receptionist was very loud with two guests who were playing loud music and dancing in the lobby. Room smelled like smoke we told the front desk and they said no rooms were available but the parking lot at 11:00 pm had only 8 cars in it.

An older property in need of major redo! Furniture very dated. The staff very friendly. Convenient location. Free laundry!! I guess I would stay here again as long as the price (or points) were a bargain. Disappointed that all the Reading outlets are gone!!