Candlewood Suites Kingston West by IHG — Hotel in Ontario

I stayed at this property twice (2 days each time) in the last two months. During the first stay, we had breakfast one morning at the buffet. The buffet was at the low end of the scale for this type of hotel and was poorly stocked. While we did not say anything to the buffet staff and just had a meager breakfast from what was there. We however observed other guests ask the staff for assistance. The staff was very rude to the guests and did not respond to the requests. We did not use the kitchen facilities in the room on this stay.

In our recent stay, we decided to use the coffee maker and toaster. Neither of the appliances worked. Upon leaving the hotel at 7:30 am after the first night I informed the front desk in person that neither appliances worked and requested that the issue be addressed before our return that evening. The front desk person said it would be corrected. Upon our return to the room late that day, nothing had been done to fix the defective appliances. When we checked out the next morning, the same desk person was on duty and I asked asked to talk to a manager. She asked why and told her the appliances did not work. She responded that she remembered me telling her about the issue the previous day, and that it was not her fault as she reported it. She reluctantly went to get the manager who clearly did not want to see me as I could hear the conversation as the office is next to the from desk. He did see me a few minutes later. He asked me in an unapologetic tone what I wanted. I told him the issue. He thanked me for telling as "they only know about issues if guests tell them". This tells me they have no quality control in place. He did not make any attempt to apologize for the issue or reassure us that the next stay would be better,

It is interesting that my last stay has not shown up on my IHG account so I had to use the previous stay to provide...

I just wanted to write a review about our recent stay at Candlewood Hotel. We stayed the weekend of Nov 19-21. We were met with smiles and cheerfulness of staff at the front desk (Emma). They were very helpful to assist us in letting us know about all the amenities. We were given a room on the 5th floor which was exactly what we had wanted. (to be on a higher floor) The room was very clean and everything was in great shape. We had a good sleep and went for breakfast the next morning to meet Wendy. She went out of her way to treat our family with kindness and care. She went above and beyond to make our experience for breakfast time a great one. Later in the day we asked for another blanket for my daughter and the staff was swift to deliver it for us right to our door. Unfortunately I wasn't able to get the name of the staff member. She was very pleasant and courteous as well. I found all the staff to be very kind, generous and caring. At the end we did request if it would be possible to check out later due to our daughters sleep schedule. The staff was eager to help and was able to accommodate us with a smile (Mariah). At the end of the day I was very grateful for the housekeeper on our floor who was able to let us into our room to get the last of our belongings as our card had stopped working. I was also unable to get her name. Overall this hotel is very fortunate for all the staff because without the staff you wouldn't have such a great experience. I just wanted to say that I hope that they see that each and every one of them is appreciated and feels the gratitude from the guests. You guys deserve a big hand for all the hard work that you put into your work. Thanks again for all of you and your kind and caring approach. Can't wait to come back and enjoy our stay there again in the near future. Hope that you all have a fantastic day....

Two hotels in one. Two separate entrances and front desks even though the holiday inn desk is the only one with staff. I arrived late at night and the doors were locked, waited at the Candlewood door for sometime with another guest. No one was answering the buzzer so we walked around to the holiday in sign and found staff to check us in. Hotel is nice and new. Rooms were clean, modern and beds were comfortable. It is quiet as its a little bit away from the highway. With decent amenities although breakfast is only free for holiday inn guests not the Candlewood guests. (This needs to be clarified better in the listing or booking or even at check-in). I was told Candlewood guests had to pay for breakfast as they have kitchenette in their rooms and can cook their own. (I'm sure the Kitchenette rooms are more expensive so that's not much of an excuse).This being said the breakfast was good. The road beside the hotel was closed and blockaded for some reason so people us the parking lot like a freeway to fly around the blockade. The parking lot was already full and the traffic added a pretty big hazard while walking to your car in the parking lot. Hotel was filled with kids hockey teams, the usual amount of extra noise and congestion is expected as they are kids away from home for hockey. But they were out of control and not much seemed to get done about enforcing the rules. Floors were soaked, all the gym equipment were wet(Treadmills etc). Weights were scattered all over the floors that were soaked. Kids running around in groups while adults tried to work out. No signs posted about age restrictions in Gym area. No staff or parents were around in pool or gym area to Enforce. Someone did finally come mop up the water but that was it because the kids went got changed and proceeded to continue playing on gym equipment but this time...