Candlewood Suites HAZLETON, an IHG Hotel

Complete for my family needs.

There was no hot water available for the entire stay. This was not communicated on check in and when questioned was told to "heat some water on the stove and use that" Though the junior staff was friendly, they clearly had no direction or knowledge of processes that should be in place for this type of situation. There was no manager on duty and when asked for the manager's name and email all I received was the email and a first name and last initial as "the manager doesn't like to give out her information" Totally unacceptable

The property was isolated in an area with no restaurants. We were on the second floor and had to carry all our luggage up the steps. The breakfast place was nice but limited. There was no swimming pool. I understand there is a water park, but it was not open except on the weekends. Considering it is summer, families will travel during the week and should have a place to swim.

Booked two rooms for a family (2 adults, 3 kids). Got there to check in and was told they were only seeing reservation for one room and was told to contact hotels.com customer service as they cannot do anything about it even after showed them the reservation on the app with the conformation #. The front desk guy extremely rude, confrontational and utterly useless as he refused to help in any other way. While we were reaching out to hotels.com customer service, the manager showed up and told us to leave the premises with our kidds immediately. He commented that we shouldn't have any problem finding accommodations elsewhere at 7:30pm in the night and also told us to try the Hampton Inn close and it might be a bit more expensive. I am not sure how to process the managers comments as we are an interracial couple with kids. Overall the experience took an emotional toll on my family, as we were targeted and embarrassed in front of other patrons. We also noticed that the guy at the front desk was also very rude to the customer who came back to his room after being away at a work site all day to an overflowing toilet. Hotels.com customer service contacted and confirmed with me that indeed there were two rooms under the reservation id/confirmation #, but the front desk guys ineptness and utter lack of any customer service skills ruined our evening. The front desk guy also threatened me by saying "do you know who I am". I will be contacting Candlewood corporate to inform them about it.