Candlewood Suites Collingwood by IHG — Hotel in Collingwood

My stay at this property was extremely disappointing, and I chose to check out early due to the overall experience and treatment I received.

The service issues began immediately and continued throughout my stay:

• After asking the price of a chocolate bar, I received a call to my room from Denver, questioning whether I had taken it. I was asked four or five times if I was “sure” I hadn’t taken it. This interaction came across as accusatory and inappropriate.

• The TV in my room repeatedly froze and cut out.

• The website advertises an on-site gym, but there isn’t one. A staff member named Angela arranged access to a nearby facility, and she was the only person who consistently treated me with professionalism and courtesy. She stood out significantly, and it was also noticeable that she was the only staff member of color I encountered.

• A plumbing issue went unanswered by the front desk in the morning, and although I left a note for housekeeping, the room was not cleaned later that day. Kitchen towels were removed and not replaced.

• When I asked about housekeeping, Katie informed me that checking-in guests were the priority. This made it clear that guests already staying at the hotel were not treated as equally important, despite multiple nights already booked.

• When I requested a manager, the front desk agent (Katie) stated that I had “ambushed” her and had been yelling, which did not reflect what happened. I approached when it was my turn and spoke calmly. I asked for a manger and the manager (Alex Macdonald) then came out and raised his voice at me in the lobby rather than addressing the matter professionally or privately. I had to request that he lower his voice. Even after calmly outlining the situation, my concerns were dismissed.

Housekeeping issues continued afterward — the cupboard was left open, the bed was not properly made, and there were still no kitchen towels.

Across several interactions, the tone from staff was dismissive and at times accusatory. There were moments where I felt singled out and treated differently, which was both uncomfortable and disappointing. No guest should leave a hotel feeling unwelcome or questioned for simply raising concerns.

I later received a written response from the General Manager (Sharif Khair) denying any wrongdoing and advising me to take my business elsewhere, instead of addressing the issues I had raised. That response confirmed my impression that guest concerns here are not taken seriously. I attempted to resolve this directly with management, but the experience fell far below basic service expectations. I left disappointed and will not be returning. I hope management reviews this feedback seriously to ensure future guests receive the level of respect and professionalism expected from an...

My stay at this property was extremely disappointing, and I chose to check out early due to the overall experience and treatment I received.||The service issues began immediately and continued throughout my stay:||• After asking the price of a chocolate bar, I received a call to my room from Denver, questioning whether I had taken it. I was asked four or five times if I was “sure” I hadn’t taken it. This interaction came across as accusatory and inappropriate.||• The TV in my room repeatedly froze and cut out.||• The website advertises an on-site gym, but there isn’t one. A staff member named Angela arranged access to a nearby facility, and she was the only person who consistently treated me with professionalism and courtesy. She stood out significantly, and it was also noticeable that she was the only staff member of color I encountered.||• A plumbing issue went unanswered by the front desk in the morning, and although I left a note for housekeeping, the room was not cleaned later that day. Kitchen towels were removed and not replaced.||• When I asked about housekeeping, I was informed that checking-in guests were the priority. This made it clear that guests already staying at the hotel were not treated as equally important, despite multiple nights already booked. ||• When I requested a manager, the front desk agent (Katie) stated that I had “ambushed” her and had been yelling, which did not reflect what happened. I approached when it was my turn and spoke calmly. I asked for a manger and the manager (Alex Macdonald) then came out and raised his voice at me in the lobby rather than addressing the matter professionally or privately. I had to request that he lower his voice. Even after calmly outlining the situation, my concerns were dismissed.||Housekeeping issues continued afterward — the cupboard was left open, the bed was not properly made, and there were still no kitchen towels.||Across several interactions, the tone from staff was dismissive and at times accusatory. There were moments where I felt singled out and treated differently, which was both uncomfortable and disappointing. No guest should leave a hotel feeling unwelcome or questioned for simply raising concerns.||I later received a written response from the General Manager (Sharif Khair) denying any wrongdoing and advising me to take my business elsewhere, instead of addressing the issues I had raised. That response confirmed my impression that guest concerns here are not taken seriously.|I attempted to resolve this directly with management, but the experience fell far below basic service expectations. I left disappointed and will not be returning. I hope management reviews this feedback seriously to ensure future guests receive the level of respect and professionalism expected from an...

This hotel is only four months old. The rooms are exceedingly well laid out. We had a suite with a kitchenette. The kitchenette was in an alcove so when you were using the bed, it did not feel like you were resting in the kitchen. ||There was a reclining chair with a well designed table for use with the chair. This set up would be ideal for someone who wished to have a comfortable chair and do work on a laptop and/or have a snack or meal and watch television.||To eat meals or to do work on a computer, there was a raised counter bar with two stools that slid underneath. The stools had backs on them that provided comfort as well as support.||There were hooks for coats located conveniently near the entrance to the room. There were plenty of hangers with two clothing rods and a dresser located in another alcove.||The bathroom was also well laid out with ample counter space and space underneath the counter. In addition to a towel bar attached to the sliding glass shower door, there was another one on the wall and also two hooks for hanging towels. So many hotels only provide one hook, which is challenging for a couple who would both like to hang their used towels to dry after a shower.||The television was a smart TV. It hung on the wall attached to an arm which allows guests to adjust the viewing angle.||The kitchenette had a full size refrigerator with freezer on top. There was a good selection of pots and pans, cutlery, serving pieces as well as dishes. They also included dish soap, a hot pad for removing items from the microwave and a tea towel. There was also a cooktop, toaster and coffee machine with coffee provided.||The room was meticulously clean. The bed and linens were of quality and made for an excellent night sleep. ||We spoke to two different front desk staff during our stay and both were super friendly, proud of the hotel. They made check in and check out easy. We also spoke with cleaning staff and complimented them on their excellent work. You could tell from their response that they were also proud of the hotel.||I would strongly recommend this hotel to anyone who will be staying in Collingwood. Thank you for providing such wonderful...