Candlewood Suites Orlando - Lake Buena Vista, an IHG Hotel

"The rooms and the location at this hotel are nice, but the customer service at this location is horrible. Do not stay here. First, they lost my card on file (they called it a "technical glitch"). Then (without notifying me) they deactivated my room key so that I would have to come back to the front desk to put another card on file (even though the entire stay was pre-paid). This was incredibly inconvenient as we did not realize the room key was deactivated until coming back to the hotel late at night; so, we were unable to get into the room to access our things or get to our dog. Then, after the trip I noticed an additional charge on my credit card, and realized they had double-charged me for the stay. I called them, and instead of immediately refunding me the (literally) hundreds of dollars they overcharged me, they acted like they could not care less, and said it "should be resolved in three to five business days." Currently, the issue is still unresolved. Oh, and they charged a pet fee, even though a "pet fee" is nonexistent on their website, and did not tell me I would be charged a pet fee upon check-in. A frustrating experience with incompetent staff that negatively affected an otherwise great vacation."

"My experience here was amazing, start to finish! Common areas are sparkling clean and always smell fresh. Employees are smiling, helpful and knowledgeable (shout-out to Ileana who went the extra mile to inform me of all the extras that would put my stay over the top!). Room was beyond spacious with fully equipped kitchen and a layout more akin to a luxury apartment rather than a hotel room. Pool was clean & inviting, and always stocked with clean fresh towels. Gym is inviting and LAUNDRY IS FREE!! YOU HEARD ME, FREE!! Just bring your laundry soap! Staff is flexible and always trying to make the guest's experience a positive one. Late checkout? No problem! We were able to check out at 1 pm with no extra fees. I will never go to another hotel in central Florida. This location has earned a lifelong customer in me!"

"Convenient location for Disney fans and there are good restaurants around. Staff was nice. However, some things to keep in mind about this hotel because we were definitely thrown off. Towels and trash have to be taken out yourself everyday because housekeeping is not done unless asked to. Therefore you have to also ask for more towels at the front desk which are limited. There are no fans in the bathroom. Plumbing is not great and there is borderline sewage smelling water from the bathroom sink. Expect temporary hot water followed by room temperature water at best when showering. There is also a constant noise that we couldn’t find how to turn off."

"This is a fantastic place to stay. Great option near Disney. We stayed at Art of Animation with a family group and opted to do a recovery day here before flying out. I sincerely wish we had stayed here instead of on property. The 1 King 2 Queen suit is a fantastic layout for a big family. We are a family of six. This would have been great for a week stay. Full size fridge and kitchenette, two living areas."

"Good location, nice staff, nice rooms/suites. However, our family initially booked this hotel because they claim to offer shuttle services to the parks. We later found out that there is in fact only one shuttle to each park in the morning, and that’s it. There is no return/pick-up shuttle from the parks and if you miss your one chance of getting on the shuttle, you’re out of luck. For the decent price, I guess one can’t really complain, but just be prepared to have to drive you and your family to the parks if you book this hotel."