Candlewood Suites Kenosha - Pleasant Prairie by IHG — Hotel in Kenosha

We arrived at the hotel at 1:30 to see about an early check in on June 15th. The lady at the desk explained that since most people are long term stays, nothing was ready. She took our name so she could make sure they focused on our room since we were in town. So we left to do some grocery shopping before returning at 3 pm check in time. We heard her then explain to some other guests checking in before us that they had just finished redoing that room and they would be the first to get to use the refreshed room. By now it was after 3 and we were told it would be just a "little longer" since they had to clean and double check to ensure the room was perfect. Finally, they gave us a key to a room. It was not the king requested but that was the least of our issues. Didn't notice as unpacked our groceries, but suddenly noticed the kitchen had absolutely nothing to use. No pots, pans, paper towels, plates, silverware, glasses. Nothing. Then when we went to use the bathroom, we found nothing but soap dispensers. Literally nothing else. NO TOILET PAPER!!! No towels, nothing. I told my husband I'd call the front desk. No phone. He was going to watch tv while I went to ask. No remote. Staff by then was frantically running around with various persons gathering bits and pieces of what was supposed to be in the room for other patrons checked into equally empty rooms. They gave me a remote and toilet paper at the desk as another lady got a couple plates and glasses. The remote did no good since the TV wasn't hooked up and the cords were too short to reach from where the television stood. I immediately asked if there wasn't a room ready that wasn't missing everything and told no, to just be patient and they'd bring things. I continued to have to go to the desk to ask for other missing items as we discovered them. The clerk assured me that since we'd had the issue with being assigned an empty room, they were giving us 40,000 points, enough for a free stay on our IHG account. As we discovered more and more missing items, and continuously went to the desk or found people in the hall, a gentleman finally said they did indeed have a king room that was fully stocked. We checked and it did have towels, toilet paper, trash cans and a stocked kitchen. So we were moved to that room. Why we weren't given that room to begin with is beyond me, especially since I heard the one office person ask if we weren't supposed to be in a certain room that the girl changed when we checked in. So I was finally able to fix dinner at close to 5 rather than at 3 as planned. We hadn't stopped for lunch, so we were anxious to eat.

Of course, this room wasn't without issue since we had to place a pot under the kitchen sink since it was leaking. There was over an inch of water in the pan by morning after my preparing dinner and breakfast. We did find a hose clamp on the floor, which could explain the leak.

Checking out, the girl asked about our stay and I told her it was okay once we got a room that was actually able to be rented. She said she heard about that and understood they comped our room. I told her I knew nothing about that, but we'd been told we got the 40,000 points. She didn't offer a final bill, but I guess I should have asked for one.

Once home, I checked and we were indeed charged full price for the room and going on our account, discovered the only points were the ones from our stay, 540.

So we were given a room without even toilet paper or towels and told to be patient after check in time, told there were no other rooms despite being given one less than an hour later and then told we were being compensated for our troubles, which turned out to be completely untrue. I feel like we were lied to from the moment we set foot on this property until the moment we left. I would never recommend this property to anyone. Had they been honest in any of our dealings, I might have understood. But don't tell me it took a little more time so the room was perfect and give me a room that had nothing usable beyond a bed...

I stay on the road often for work and the all over customer service experience was poor. It started with check in which took about 15 minutes with Dennis. Some advice for her would be to hurry the checkin process along. I traveled 6 hours to stand at the desk while she “followed protocol”. Especially when you have a female traveler, traveling alone and construction workers are hanging outside the front door. Then I get to my room and the keys don’t work. I returned to the front desk and she said that I may have done something to make them not not and told me to keep the keys in the paper protector. I stay on the road 5 times a month and I know how to use room keys. Finally I’m back up to my room and I’m in. I’m tried and want to shower and relax. There were no towels in my room but I didn’t notice until I was naked standing in the cold shower. Not only did I not have towels, and a cold shower, the tub started to fill immediately. I dried off with a shirt and went to sleep. In the morning I asked if it is normal for there to be no towels in the room and was given towels. That was fine but there was no hot water. When I asked about the hot water I was told the craziest solution: Run the water for 10-15 min before it will get hot. I was also told that if someone was in the rooms next to be or below me and they were showering then my shower would be cold. I hope whoever reads this understands how ridiculous it sounds to first tell me to run the water BUT if a neighbor is showering (or running the water for 15 minutes to warm it) then my shower would be cold. She also told me that no hot water is a complaint she hears often from guest who stay. I was shocked she thought any of this made sense. I told her that that’s impossible for me to do because the tub fills immediately when the water is on. She promised a maintenance tech would come to my room at 5. I missed dinner with my coworkers because I wanted to wait for maintenance, and shower but he didn’t show up until 8:30 pm. My entire stay I was inconvenienced and lied to. I will NEVER stay here again. This was the worst hotel I’ve ever stayed in. 0/5 stars, would not recommend, do not stay here if you want a fast/easy check in, towels, or a...

We enjoyed the suite with kitchenette and its amenities. There was enough space and the handicap accessible bathroom was very important for my dad who is in a wheelchair.

I have stayed in this same room before, as it is the only handicap accessible room with 2 beds in Kenosha. Unfortunately, the beds are just terrible. My dad and I both got no more than 2 hours of sleep the whole night. The experience was pretty much the same the first time we stayed there.

Everything else was nice but the beds made the whole stay just a nightmare. If there is ONE thing a hotel should have it is comfortable beds. I could accept many other shortcomings, but sleeping is paramount. This is the main reason for paying for a hotel room.

Your advertising brags about your specially made custom sealy posturepedic beds but they are not the slightest bit comfortable. I was in pain the whole night and I could not stay in bed because of the uneveness of the support.

One portion of the bed squished down, while the other side of the bed felt like a sack full of billiard balls. Also, there was a hard ridge like a wall running down the middle of the bed.

The sheets and blanket were like those on a hospital bed. One thin cotton dish towel like blanket sandwiched between 2 cold sheets. The pillows were ridiculously small and uncomfortable. I tried to use the recliner instead, but the chair was also hard and uncomfortable.

We will possibly have to stay in this room again in the future as Kenosha is where our family is. We will probably be forced to bring all of our own bedding including pillows, blankets and especially a thick matress topper.

My sister stayed in another room and also complained that it might be better if she simply brought her inflatable air mattress to sleep on instead...