I have stayed at IHG hotels my entire life (Age 42), and never ever had a problem. Upon recommendation by a friend of my girlfriend, we decided to book a weekend at Candlewood Suites for a wedding in Greenwood, IN. I booked online using Priority Club + cash for points so that we could have a nice large room for all of our wedding clothes, and possibly visiting friends from the wedding. My girlfriend even called the "hotel's" front desk the night before to verify that we would have a nice room.
Upon arrival after working a long 10 hour day, and then driving 4 hours to Indianapolis, I was told by the front desk that my credit card had not been charged for any points and that the stay was covered under my existing Priority Club Rewards. Immediately I knew something was wrong, as I did not have enough points to cover the room that I had asked for, and that is why I had paid $40 additionally a night, so that I could have a nicer room. I tried to explain this to the 2 people at the front desk (believe their names were Jay & Kailee), but they insisted the reservation was correct, so I proceeded up to my suite. After carrying all my Luggage and Wedding clothes to the room, the first thing I noticed was the horrible disgusting smell of mildew in the room. It was so disgusting that I had a headache just after being g in the room for only a few minutes. In addition to the foul smelling room, I also was booked into a smaller studio suite, after I was under the impression the room was to be a much larger suite.
I immediately called the front desk, and they refused to come up to the room to take a look. They also told me at first, that they didn't, have any better rooms and even if they did I would not be given one since I had not paid for anything additional. I again tried to explain that I indeed did pay $40 a night more for the upgrade. The guy at the front desk (again, believe his name was Jay) would not listen to me, and said, "YOU NEED TO CALL PRIORITY CLUB", as he proceeded to tell me that I had not paid additional money for points.
After about a 15 minute argument, he tells me that if I pay the additional $40 a night that they can book me into a nicer suite. I explained to him that is what we had originally wanted all along, and that I did not have any problem paying the $40 extra charge since that is what I had paid for online e in the first place, and mentioned again that it was strange that he didn't have a record of me paying already, but he told me that nothing had been charged to my credit card.
After the long ordeal I was happy to have the nicer suite, and thought everything was resolved. The man at the front saw me carrying additional clothes up to the suite, and apologized for the horrid smelling room they originally gave me.
For the most part the stay at the hotel was OK, but it's definately not like staying at a Holiday Inn. This "hotel" does not do room service on a daily basis, and if you want fresh towels YOU have to carry your dirty towels down to the front desk. They also did not supply additional soap & toiletries during our stay....luckily we had brought extras ourselves. The front desk also closes early I think it was 11:30, so good luck if you have a problem or arrive late.
I also wanted to mention that during most of my stay, the front desk staff was not at the counter, but could be seen smoking right outside the front door. To me this reflected poorly on the hotel, and especially as to management. In addition to walking through the employees smoke as I walked into the "hotel" there was also a smell of raw sewage in the air. This smell was near the front door our entire stay.
On the last day of our stay we inquired about the bill, because of all the problems we had experienced, and I was told by the morning crew of the front desk, that "nobody is booked for the room that you say that you are staying in". My girlfriend and I went down and spoke to the front desk, and it appeared that everything was OK upon checkout, or so I thought....
Fast forward one week, and I check my credit card statement, and find out that I have been charged twice. I was charged $80 by Priority Club Rewards and then charged $85+ by the front desk. After calling the "hotel's" front desk without resolution, I then tried to resolve the matter with Priority Club & IHG's Corporate Office. I was told by Corporate that I would receive a phone call from the hotel manager....Over 24 hours later I have not heard back from him. I suspect that since tomorrow is Easter I will not receive a call within the 48 hours that Corporate assured me they would.
I again called the "hotel's" front desk tonight trying to get resolution. The same man that I dealt with on check-in answered, and I asked to speak with the hotel manager. He told me that he was in earlier today, but had left for the evening. I was upset by the fact that the General Manager would not return my call, even though I had called the hotel several times, and have logged an incident with corporate. The man on the phone was rude, and basically lied, and more or less told me I was stuck with the bill. At this point, I was very angry with him and called corporate again and logged a second complaint.
Over the past week I have probably spent 6 hours trying to get this resolved. I WILL NEVER RECOMMEND CANDLEWOOD SUITES, and IHG is about to lose a lifelong customer if this charge is not removed.
St. Louis, MO
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.