Candlewood Suites Richmond North-Glen Allen by IHG — Hotel in Glen Allen

So much to say and nothing positive! Upon arrival, there was a housekeeping woman behind the check in counter with a sign stating "be right back". She said she was covering for the person who left the building and won't be back for 10 mins. Check in was 3pm, my arrival was 2:45. by the time the person showed up, she rushed in the front door right past me sitting in the wait area at 3:30 with no apologies at all!! There was an issue with the location where I and 9 other rooms were supposed to be booked. What we were told was not fulfilled using an excuse that there are companies that have been there for at least a year. (Not my problem) She ended up putting me across from the room that was supposed to be my niece's room. That room was NEVER cleaned! The door was propped open for at least 12hrs with no housekeeping ever coming. My neice was placed in another location. My room was "ok" as far as cleanliness is concerned ACCEPT the wash cloths and hand towels were OLD AND DINGY which is NOT IHG standards! There were dirty dishes left in the dishwasher probably because there was no starter detergent in the kitchen for the previous person to use. Why does Candlewood put exhaust vent fans in the wall in between the living room and bedroom?? It was loud and ineffective. They cut corners by being cheap instead of mounting a ceiling fan. My family in the other rooms complained about the same things.

The elevator were smelling. The floors needed mopping. I had a reservation for 2 nights. On the day of arrival, my card was charged for the 2 days which was correct. After I got home (in another state) the original charge was removed to charge me for 3 nights! I called immediately to have it corrected. They insisted I stayed for 3 days! My EZPASS says otherwise as I was on my home on the day they claim I was there. I called MULTIPLE TIMES and was given so many lame excuses. "Ali" who each person claims was the manager NEVER called me or emailed me! I have a paper trail of every person that I spoke to that LIED! Either they lied that there is a manager named ALI, or ALI has no concern about the LEGIT complaints pertaining to this building! I spoke with IHG corporate at least 2 times. ALI or whoever the manager is at that location NEVER CALLED ME BACK! I filed a dispute claim with my credit card and they informed me that he never responded to their inquiry!

My advise is STAY away from THIS LOCATION!!! I've stayed at multiple Holiday INN properties in the past with no complaints! This one is a buyer beware situation starting from day one with the unprofessional front desk woman backing it up with...

I usually don’t stay in 2-star hotels, but then reviews helped me feel confident in booking here and they had the only available suites. My family and I traveled to the area for our son’s baseball tournament. There were few hotels in the area and many were sold out. Upon arrival around midnight, I waited at the desk for about 10-15 min. Finally, the employee comes inside and had apparently been letting a patron use his phone. I had no idea as there was no mention when I walked in to check in and the front desk agents don’t dress in professional attire/ no badge. Check in process was rough. Employee had no knowledge or training, had to call the manager for every question asked. The worst was that I reserved two 1 bdrm suites at least 3 weeks in advance. I called prior to my arrival to confirm BOTH suites and was told everything was fine with the reservation. When I checked in I ensured that my second room would be available the following day when the rest of family came in. I was advised the second suite would be available to check in the next day. The next day we try to check my family into the second room and it was not available all of a sudden. I received no call/ email and I was on the property. The rationale provided was overstays and maintenance issues. Seems to be the norm bc all I got was a shrug and sorry. The manager did give 50% but this wasn’t the suite I reserved— they had to stay in a double standard room. The only reason I even booked here was bc of the suites. The cleanliness was subpar. Not sure if the floors had been Swept or vacuumed and when we wiped down the surfaces, they were pretty dirty. No extra blankets either night I stayed. The hotel guests set full bags of trash outside rooms and at the end of hallway so the smell throughout the hotel was pungent. Upon check out the agent asked how was my stay, I Expressed concerns and she advised she would look into it/ follow up. I didn’t receive any type of of follow up. After I completed a corporate survey, I got a generic email response. I didn’t have the energy to even call. Seems like customer service and guest experience are not top priority. If you need a quick stay and don’t expect to interact with staff this may work, but I won’t take my...

Absolutely awful!!! The only “decent” part about this place is the front desk guy was nice and understanding - not a good look when the front desk person says that they can’t ask room service to clean the room or just change the sheet because of a language barrier and lack of care from them.

I had selected this hotel as a last minute option to use a free night - big mistake! Check in took at least 20 minutes for someone to greet us and check us in. Got into the room, it was okay nothing special but nothing immediately stood out other than leftover birthday decorations taped every where. Went to check the bed, multiple stains and hair in the sheets, no chance they were actually clean sheets! Went to request a new room, the front desk allowed us to move into the room right across the hall, everything looked fine and cleaner than the first room EXCEPT it was hot and set on 67F. A few minutes into the transition, the AC turned on and literally sounded like a chainsaw running - it was so loud and obnoxious. Went back to the front desk to ask for another room change to which the front desk person said it was the last available room. Went to it to look before moving our stuff again to which we found dirty sheets again and mystery gross stains all over the walls! After that we were so disgusted with this hotel property that we checked out and left. Would not recommend even if its your only option!!!

The hotel is on the same property as another hotel and they share a parking lot which filled up very quickly at night, the location is also a little bizarre and seems far off the highway. As an IHG member they didn’t offer any points, credits or anything which is standard at all IHG hotels. Wasted a free night with this experience, please learn from my mistakes and don’t waste your time or money!!

Posting the review about a month after the experience but don’t fret, this place has lived rent free in my mind and I still feel like I need to scrub and sanitize anything that touched...