Recently my family stayed at the Candlewood Suites in Baltimore. Although there was one major glitch, out stay was pleasant because of the staff working the front desk, and the shuttle drivers. Our flight arrived far too early to check in, however, the front desk clerk allowed us to leave our luggage at the hotel while we went into DC. The shuttle bus driver was incredible, full of helpful hints, very accommodating, knowledgeable about the area, and even recommended a breakfast place for us. When we returned to the hotel, to officially check in, the front desk clerk was wonderful. When we discovered that our room had been wrongly booked ( we were in a smoking room with 1 bed, and a pull out couch - for 4 adult sized people - absolute non smokers) the front desk person could not make any room switches because it was booked up. Ultimately we had the room sprayed down - very smokey smell that turned my 11 year old daughters stomach.
Over all the hotel met our basic needs. But the cheerfulness, and accommodating staff made the stay enjoyable. Sometimes quality customer service is more important that the service provided.