Horrible stay at the Candy Cane Inn.

[tarheelalum]

Earlier this month my wife and I stayed at the Candy Cane Inn. We had heard good things about the Candy Cane Inn here and other websites and we were looking forward to spending a couple of days while visiting Disneyland. We booked a king room and checked in on a Sunday afternoon. The room (room139) was dated and the sink/vanity area was in the same room as the bed which is never good for us because my wife always gets up earlier than me to blow dry her hair in the morning but that’s the way it often goes in the older properties near Disneyland.

Monday morning we got up early to be at Disneyland when the rope dropped to get a jump on the day. We had a great time but around noon it always seems to get busy so we like to go back to the room in the early afternoon to rest and take a nap. And that is when the trouble started.

It was extremely noisy there. The GM later admitted in an email to me they have a storage room nearby. Renting out a room when your guests are likely to have a bad experience is a really poor way to run a business in my opinion.

The house keeping staff there were constantly rolling the carts they keep their supplies in back and forth in front of our room. It sounded like jack hammers cutting up the side walk so I called the front desk and asked them if they could get the workers to quiet it down so we could get some sleep. The front desk person was apologetic and said they would get right on it.

So about 15 minutes go by and it actually has gotten worse. Now I have people outside our room laughing and joking. It is clear nobody has said anything to the employees about the noise. I am getting tired of this but I worked in a hotel in college and I know getting upset and yelling at people is not the way to get things done. So I called the front desk again and politely reminded them that I had called them less than 20 minutes prior and that the problem had gotten worse. Once again they were apologetic and they said they would get right on it.

So another 15 or 20 minutes go by and nothing has changed. It is like some sort of industrial laundry facility and employee break room all rolled into one with lots of people making lots of noise. So, for a third time, I call the front desk and tell them about the situation. I got the same song and dance from the front desk but, once again, no positive results.

So about 30 minutes go by this time and I call again. The person I spoke with this time seems tired of my complaints. He said they could find me another room in the hotel if I didn’t like the one I had. Only problem with that is I’m supposed to be resting and taking a nap on vacation. Another problem is when my wife goes anywhere, she packs like we are going to be gone for months instead of a few days. And when we get to a hotel she unpacks everything and it is a big production to get it all packed up again. So I tell the guy all of this and I ask him is it possible he could get the people just to quiet it down a little bit or was that impossible?

He said he would try to fix the situation. So I hung up and nothing changed. The place was as loud and miserable as ever so we just gave up and laid there in bed mad on our vacation. After a little while we got up and went back to Disney, more tired than when we left earlier in the day.

So the next day comes. We wake up and go to the breakfast they have there at the hotel in the morning. I asked to speak with the general manager but they said he was not there at the time. So we go to Disneyland and come back in the afternoon for a nap and it’s the same thing. Tons of noise and we could not take it anymore. So I called the front desk and told them the story, again, and said I needed a new room.

So we packed everything back up and moved half way done the walk way to the next room. The room was also dated but it was quiet so we figured our troubles were over and we could now enjoy what is left our little vacation in peace. The water in the sink backed up when I was brushing my teeth that night but I knew better than to call the front desk about anything so I just stuck a little comb the hotel provided into the sink to jam the stopper open so the water would drain out.

So the next day we go to Disney and come back for a little rest in the afternoon. My wife and I are in bed and all of a sudden the door swings open and a guy from the hotel is standing there staring at us in bed. We do not have a lot of clothes on. I expressed a few choice words towards him and he stood there for a moment and said sorry and then said something about the sink then he left. I didn’t complain about the sink so I have no clue what he was doing in our room.

My wife was not at all happy about this. This was CREEPY. I thought about calling the Anaheim Police Department but I was tired as hell from not getting much sleep at this awful hotel and I just didn’t have the energy to deal with this anymore. I didn’t waste my time with the front desk for obvious reasons at this point. I secured the door with the deadbolt every time we were in the room after that creepy episode.

Nobody should not have to put up with garbage like this at a hotel.

So our final day came and normally we don’t want to leave Disneyland but this time we were ready to go. Our stay at the Candy Cane Inn ruined our trip to the happiest place on earth.

I went to check out and, once again, asked to speak with the General Manager. The gentleman at the front desk said he was not in but he was one of the managers and he would be glad to assist me. So I tell him about the noise and all the calls and so on. Then I tell him about the guy who came into our room. The manager, named Rigo I believe, said that the employee should have knocked several times prior to entering the room and Rigo apologized for his behavior. I then asked Rigo what the GM’s name was and he said Robert Fambrough.

Rigo said he would pass along my concerns to Mr. Fambrough. Then he gave me the bill and I paid it, in full. I didn’t even bother complaining at this point.

Later that day Mr. Fambrough called me and apologized for the noise in the room. He also emailed me but made no mention about the employee who entered our room without permission or warning while my wife and I were in bed so I brought it up with him and expressed my feelings about it and the awful treatment we received at his hotel.

Mr. Fambrough then suggested something about a discount on a future stay and I informed him we would not be staying at Candy Cane Inn again. Please note in the future, when your guests get turned into a peep show, in there room, they don't want to hear anything about a discount on a future stay.

He made no offer of a reduction in rate due to what we had to endure at his establishment so I expressed to him my desire for a reduced rate on our stay or a comp on the days we had extraordinary problems. Mr. Fambrough said he could give me the manager’s special of 109 dollars per day from the 136 dollars per day, I had already paid, but could not comp me anything but he would check with someone else about it. Mr. Fambrough then said he would get back to me later concerning this matter. That was on January 7, 2016.

Today is January 28, 2016 and I have yet to hear back from Mr. Fambrough. This, without question, was the worst experience I have ever had in a hotel in my life.

 

[sherilaine]

I am sorry about your awful stay. I have heard so many people rave about how much they love staying there. I have also read very unhappy reviews for people staying at the GCH who are paying $500 per night. I think bad experiences can happen anywhere. That is why every time we visit somewhere and have a great stay at a hotel we are very happy as we realize how much a bad stay can ruin a vacation. That is also why I am hesitant to switch hotels when I have found one where we've had a good experience but there are never any guarantees. I do not blame you about not returning though - I find it funny how that is always a hotels way of trying to fix their problems - come back for cheaper - but honestly if they want repeat business they should fix issues before guests check out and have decided never to return!

 

[tlovesdis]

Sorry you had such a horrible experience and it ruined your trip. It is quite strange that an employee just walked into the room for no reason!

As for noise, my thought is, if you are going to stay at a "motel" with exterior doors, then there is going to be noise. The cleaning staff has to do their job and they need those carts. Shoot, we've stayed at the Grand and could hear the cleaning staff moving the carts on carpet.

 

[tarheelalum]

I find it funny how that is always a hotels way of trying to fix their problems - come back for cheaper - but honestly if they want repeat business they should fix issues before guests check out and have decided never to return!

I agree Sherilaine. I worked at a Double Tree owned hotel back in the 90s and this type of thing would not happen, but if it did, the guest would not pay. Our management would bend over backwards to please customers and they didn't have to ask for it either. We did that because we wanted there return business. That is where you make real money in the hotel business. A one and done was considered a missed opportunity. We dealt with business travelers during the week and leisure during the weekend and our GMs philosophy was to always keep them coming back. Even if you lose on one stay, if they keep coming back you would profit big time over the long haul. But if you send them away mad you lose over the long haul because they will talk. And that was even before the internet got really big.

It baffles my mind why they would put guests in a room they know is going to have a high degree of noise. The storage near 139 is not regular hotel noise. It was loud as heck and constant. But I didn't know about it so they beat me for my money and my lesson was learned. And the employee coming in while we were in bed was just out of this world.

I guess the CCI is making so much money now they feel they can treat their customers anyway they choose because there will always be more. With all the new hotel construction in Anaheim I think we will see hotels like the CCI go under. You cannot treat people like garbage and continue to profit. What comes around goes around.

In the past my wife and I stayed multiple times a year at the Sheraton Anaheim but since they changed franchises we were looking for a new place for our Disneyland trips. We have annual passes and go often but don't like driving back to San Diego after a long day. We heard so many great things here about the CCI we wanted to see if it was our new place to stay at Disneyland. But we could not have been more displeased with what we experienced.

 

[sharona]

Lesson learned OP - always always always use the dead bolt when in the room. I sometimes travel alone for work so I am accustomed to always double locking but I know many people don't think of it when they are on vacation, especially when they are tired after a long day in the parks. Get in the habit people! No matter if you're at Econolodge or the Ritz, Disneyland or WDW. I've read too many stories on the web about people being assigned a room that someone else is already staying in and walking in on them or of waking up to find someone else has just been assigned their room and has walked in on them!

 

[texasgingerbread]

When my coworkers and I were stayed at the Gaylord Opryland in TN she woke in the middle of the night to a guy standing over her! Ever since then, not only do I use the deadbolt (hers had been used...he was a hotel employee) when I travel alone I scoot a piece of furniture up to the door. I'm a freak...I know but it freaked me out!

 

[Gisele]

I am sorry that your stay was very disappointing, to say the least.
At least there were no cuckaroches.
I just about died when I read about a man walking into your room, totally by surprise. If it had been me it would have been fine if it had been Clint Eastwood.
Man after a stay like that, one may need another vacation. The new Homewood Suites looks and sounds to be a real nice hotel. And it is right next to Toy Story Parking Lot.
Maybe check that out.


Peace Out man......

 

[bumbershoot]

Sorry you had a bad time.


That room would have been 110% fine with us. Why? We don't go back to the room in the middle of the day. So that noise wouldn't have bothered us at all. We would never have even known it was happening.

If you take naps regularly, tell them at the front desk at checkin. That way they know that you should not be put next to an employee room. If it was just the two of you, with no young children, the front desk almost certainly didn't expect you to go back for naps.


Always ALWAYS use the deadbolt. Especially if there's going to be nekkid-time happening.


And no, I don't see why you didn't call the front desk for issues that might affect the next residents of the room. Something bothering you, that could simply have been helped by poking your head out the door and asking for some quiet, isn't the same as something that will mess with a future stay like a drain issue.

Lesson we've learned...ALWAYS move once it's offered. If something is wrong with room #1, it doesn't matter if it takes an hour to pack and move, just move. Because things are never going to get better.

 

[tarheelalum]

I argued with those people for so long I ran out of energy. I argue and fight with people for a living and when I go on vacation I just want to be left alone and not deal with negative crap.

Gisele I see your picture of the swamp at the bottom of your post. I'm also a big fan of MASH.

 

[LizzyS]

Lesson learned OP - always always always use the dead bolt when in the room. I sometimes travel alone for work so I am accustomed to always double locking but I know many people don't think of it when they are on vacation, especially when they are tired after a long day in the parks. Get in the habit people! No matter if you're at Econolodge or the Ritz, Disneyland or WDW. I've read too many stories on the web about people being assigned a room that someone else is already staying in and walking in on them or of waking up to find someone else has just been assigned their room and has walked in on them!

Absolutely! I use the deadbolt and the bar every time I go in the room for any length of time.

 

[lalasmama]

Lesson learned OP - always always always use the dead bolt when in the room.

Ever since then, not only do I use the deadbolt (hers had been used...he was a hotel employee) when I travel alone I scoot a piece of furniture up to the door. I'm a freak...I know but it freaked me out!

Always ALWAYS use the deadbolt. Especially if there's going to be nekkid-time happening.

I learned this lesson early in life, LOL. As a young, newly engaged couple, my ex-fiancée's parents took us to Reno in hopes of us eloping. (They didn't get their wish.) At any rate, with a "do not disturb" sign out, housekeeping *still* walked in with barely a half-knock as they opened the door. And, as teenagers left alone may do, hormones had taken over.

It continues to be an ongoing joke in both extended families of why you should always use the additional lock, whether "anything" is happening or not!

Lesson learned!

Personally, I've never stayed at CCI only because of the location. Yes, I get that it's on the same block as the parks, but it's still a walk to get there and back... or having to deal with a shuttle. If I was seeing amazing prices, I would consider it, but I've never seen anything price-amazing there!

 

[Indiana Scott]

I'm sorry to hear all that. It would have been a problem for us too as we sometimes go back for a nap.

 

[Disneyluvr2]

This is the first complaint I've ever heard about the Candy Cane. I've stayed there and loved it. I'm sorry you had issues, but have to agree with the other posters...ways lock your door!! It's the only way to insure accidents don't happen. I also agree that if you usually take afternoon naps, this should have been voiced when you checked in. Rooms at every hotel, anywhere you go, are cleaned during the day when guests are normally out and about. When else would they do it? I hope you still enjoyed your time at Disneyland. Your day usually goes in the direction you choose to let the corners of your mouth go.

 

[sissyjane]

We have always stayed very happily at the Candy Cane Inn. I think perhaps, you should inform the reservation clerk the next time you stay anywhere near Disneyland that you take a nap in the middle of the day and want to be located in a quiet area. Personally I don't know how that is going to happen since all of the hotels rooms need to be cleaned during daylight hours. Good luck next time!

Always use the deadbolt while staying in any hotel room.

 

[mgd]

Your whole post can be condensed into:

1) they gave you a noisy room next to the maid closet/break room
2) maintenance incorrectly assumed your new room was empty and entered
3) management did not follow up on something

Understandably, you are upset, but I think the complaints are a little overstated considering realistic expectations for a place like this and how you handled it.
About the noisy room, I don't think there is ever a way to quiet all the workers mid-day so you should have bit the bullet, repacked, and just moved as soon as you could once you saw how noisy it could get and avoided the repeated hassle, or at least after the first 15 minutes went by and saw no change. The maintenance guy should have knocked, but that room was probably marked as needing maintenance and why it was open for you to move to, so possibly he was unaware it was recently occupied or the front desk shouldn't have given it to you. I have had doors opened onto the latch a few times at other hotels. I think as long as there is no "do not disturb" sign, they just enter, and sometimes even with a DND sign. Management not getting back to you also shows poorly on them, but also something I would expect from a place like this when they have no incentive to refund you. I would have pushed for something at checkout while they still want to please if I would have been brave enough to push at all.
Personally, I wouldn't stay at CCI just because of its age and apparent condition. There are newer/better condition and reviewed hotels in the area for not much more.

 

[graceclaire925]

I'm sorry you had a hard time but I don't know what you expected them to do. The staff had to do their jobs; you should have moved to the new room sooner. We stayed at Polynesian and were in a room where it was verynoisy. We packed up and they put us in a different room and it was great. We like to take naps sometime too but I bring a small fan and white noise machine and we sleep great. The guy in your room is another story. Wow!

 

[dragonflycurls]

I've heard mixed reviews here, and had a friend that stayed once that had such a horrible time that on their second day they actually switched hotels! (also due to noise- but I believe it was due to unruly guests that the hotel would not do anything about)

Also, I get that you are upset, but there really isn't anything management can do regarding these issues after the fact. I would have asked for a discount prior to paying, if that is what you wanted (it seems like it is)

And maybe it's just me, but I think it's a little ridiculous that people think you should tell them at check in you come back for naps. This shouldn't be an issue at all, as guests shouldn't expect to be next to the employee party room

Also, I would also suggest posting your review on trip advisor and yelp

 

[MilitaryMouse]

Ugh, sounds like an awful experience! We're currently looking at staying offsite for the first time and will be definitely avoiding this place, mostly for how they handled it afterwards!

And I second the poster above who said you should post your review on trip advisor and yelp! And the best way to move on from this? Plan another trip to Disneyland and replace these memories with new ones!

 

[Vala]

Sorry you had a bad time.


That room would have been 110% fine with us. Why? We don't go back to the room in the middle of the day. So that noise wouldn't have bothered us at all. We would never have even known it was happening.

If you take naps regularly, tell them at the front desk at checkin. That way they know that you should not be put next to an employee room. If it was just the two of you, with no young children, the front desk almost certainly didn't expect you to go back for naps.


Always ALWAYS use the deadbolt. Especially if there's going to be nekkid-time happening.


And no, I don't see why you didn't call the front desk for issues that might affect the next residents of the room. Something bothering you, that could simply have been helped by poking your head out the door and asking for some quiet, isn't the same as something that will mess with a future stay like a drain issue.

Lesson we've learned...ALWAYS move once it's offered. If something is wrong with room #1, it doesn't matter if it takes an hour to pack and move, just move. Because things are never going to get better.

Fully agree with that.

Unless I am reading this wrong the OP stayed in the same room with the drain problem and didn't move again. Even if he didn't call and complain it is highly possible that housekeeping noticed something - when they scrub the bathroom they sometimes have water running. And of course maintenance would come throughout the day then to fix it. Happened to us at the Desert Inn too. Drain wasn't working right, wehad to run elsewhere suddenly and forgot to call front desk. After we came back from the park it was done.

That's no excuse for them taking such a long time to get back to you though.

 

[goooof1]

wow....sorry you had a bad experience. We have stayed there many times and have NEVER had anything like that happen to us. Management has always gone out of it's way to respond to issues and fix anything that is amiss. It IS a "motel", but one that is kept in great shape and one that we have always found with great customer service. Nothing but several good stays there for us.