Candlewood Suites Austin N - Cedar Park, an IHG Hotel

I booked prepaid for this reservation for an elderly disabled family member. They charged them an odd amount at check-in and when they inquired as to why, they were told it was a mistake and world be fixed. I inquired the next day at front desk the gentleman did not see any notes to why they were charged. I had asked they refund it ..he said only the GM could and he would contact him and he could process refund remotely. 2 days after check-in still no contact from management i emailed the management email and provided my phone and email address. Im still hopefully they will correct the issue as this family is on a fixed income. It is sad that the elderly disabled would be treated this was and lack of follow though and follow-up by CW staff to correct this issue is beyond me. It takes someone a few seconds to incorrectly charged someone but several conversations and several days the issue was not resolved and absolutely zero response back to me. Still waiting fingers crossed they will correct the issue.

This hotel was alright for a one night stay to see some family. It definitely seems older and the room was not exactly the cleanest. Lots of small wall and floor stains. When I was wahsing my face I found a small roach in a hand towel. Not fun but we are in Texas. Not the worst place to stay but not the best.

Four kids were running up and down the halls banging on doors and yelling. This went on for 3 hours and the staff would not do anything about it after several complaints. They only stopped it after I threatened to call the police.