Candlewood Suites Portland - Scarborough

Very nice hotel

Very pleasant stay. Got an upgraded room-two bedroom suite. All in all very good. Very convenient location- within 5 minutes Starbucks, Walmart, Sam’s and Costco. The room (s) have excellent lighting, adequate furniture and modest kitchen.

Right after check-in, we walked into our room to find cleaning solution bottles and towels left on the counter. Not that big of a deal. BUT, The next morning when we checked out, I realized I had left a small bag of stuff on the counter within 5 minutes of us leaving the room. Ran back up there; the housekeeping staff (all young kids) denied that they saw anything left in the room and went about their work unwilling to help. I came back outside to the hall and my bag was already shoved in the trash!! How's that for horrific customer service??

Sadly, there were far more negatives than positives. We stayed here because the price was less outrageous than in Portland proper. Positive first: staff was delightful. The beds were comfortable. The suite was nearly immaculate, other than mildew I noted when getting into the shower. To be fair, it’s not something that would be noticed without getting into the stall. The kitchen amenities and those that were available to borrow were impressive. However, the entire place could use a revamp. Things were worn looking in the room and hallway. We stayed two nights and our room was not serviced in between, though we did not put out the little sign saying not to and were gone all day. The furnishings in the room were oddly arranged with poor lighting by the dining table (which had only one chair) and the recliner (which didn’t fit nicely in the space). A cupboard door was missing in the kitchen. The noise from the fridge, I-95, the AC, and the room upstairs were all troublesome for someone who sleeps lightly (me). There was no indication that there was an environmental awareness-no recycling, no “leave the towels on the racks..”. We would never stay here again.

After checking in, we walked across to the other building where our room was located. We walked up the stairs to our room. The stairs looked like they had not been vacuumed in a week. The other set of stairs was worse. Our room appeared clean at first glance. We had the 2 room suite, which had a kitchen in it. The cabinets did not look clean, repairs needed to be done. Furnishings were older, carpet as well. Something sticky on the handle to bathroom cabinet, toilet paper holder broken, no stopper for bathtub. And it was noisy. Every toilet flush from other rooms you could hear the water going thru the pipes and noise from the hallway/ Also, not a great location. We didn't feel safe, hotel doors were not locked, even though it said they were. We decided to cut our losses and left the hotel.

Where to even begin, to the unattended desk at check in, having to wait 15 minutes for JB to show up with his unpleasant demeanor… to the disgusting mildew/mold smell that permeates the entire building and the rooms… it just got worse! After check in, we found no drinking/bottled water in the room. We went to the front desk to ask for a bottle of water, there was clearly a # of bottles of soda and water behind the front desk that were labeled “IHG rewards members”. When I asked “can I have one of these please” being an IHG rewards member, I was told NO by JB, but that I can purchase one at the vending machine. I inquired about a water fountain and was told that the “bubbler” and the ice machine was broken. We found a bug in our room the first night… then we tried to get towels the next day and were told by JB, that we had to bring our used towels down to him and he would exchange them. I had to carry our soaking wet, used towels down, he took them, counted them, told me I was missing a hand towel and would only give me back 1 hand towel along with the rest. Never in my life have I seen nor experienced such INHOSPITALITY! I have been staying at IHG hotels for years, this place is disgrace and should be dropped by IHG. It’s well below a hotel standard and more like a hostel. There is also no housekeeping, sheets are chanted 1x a week and no one took out our garbage the entire time we stayed. If I could give 0 stars I would have! For the price they charge and the absolute crap service you’re better off staying at a different place which would probably come with a pool, housekeeping, hot free breakfast and friendly staff who don’t make you bring your dirty towels to the front desk to get fresh ones. This place really needs to be exposed for the dump that it is!

We stayed twice in two weeks and overall had a good stay. That said, on the first stay we ran into cleanliness issues in the bathroom (hair on surfaces) and during the second visit condition items (also in the bathroom). Despite these issue, we would stay again due to the location and overall amenities.

One star because zero is not possible. My family and I had the worst experience ever with this IHG partner. I have been a member of IHG for years and never been treated the way Mr. JB treated us. We arrived at the hotel and no one was at the front desk to greet us, after waiting a few minutes and walking around the lobby, JB came from the side of the lobby with a lunch container in his hand and a not very friendly face. Instead of greeting us nicely, he appeared very upset, maybe because his lunch was interrupted!!! His tone toward us (my daughter and I) was demeaning. It may have been a cultural thing, but either way if you are in the hospitality business you should never treat a guest that way. He did not allow us to have an early check-in even though he had mentioned the day before over the phone I could arrive between 12 to 1pm. He was rude and condescending. He, JB should not be in hospitality. No one should ever be treated that way. I have annotated on my reservation via IHG online that I was to do an early check-in. I had also called IHG to indicate that, in addition to speaking to JB himself the day before, he indicated I could arrive between 12 to 1pm. I understand early check-in is dependent on availability; this property the night before had plenty of 2 bedroom suites available which is what I had reserved. As JB appeared enraged we were forced to leave the hotel and ended at Casco Bay hotel, where the front desk service gets 5 stars, their check in was done as soon as we arrived, seamlessly and without any issues. I would not recommend the Candlewood Suite property!!

Great location, quiet, very clean. Far enough from the Old Port to avoid crazy prices but a quick drive to get there. The room was large and spotless. Bed very comfy. Small kitchen area so could further save money by having breakfast in tge room. Would definitely return.