Candlewood Suites St. Joseph/Benton Harbor by IHG — Hotel in Lincoln Charter Township

Rough check in experience. Went up to room and the hotel was filthy and in construction. That said when we arrived at our room, there was smudges of dirt and footprints on our door. When we got into room 302 I can’t even begin to describe the depth of cigarette smoke smell. Astonishing for a hotel that claims to be smoke free. After about five unbearable seconds in the room, we went back downstairs to simply ask for a different room. The front desk employee proceeded to tell us that the hotel was booked. He then mentioned another room that would have two queens instead of a king like we requested. We said that’s fine and then he left to go check the room out. He came back very soon and said he forgot the room number he was going to inspect. He left again and came back and said he was unable to get into the other room, because the door was jammed, so we would just have to stay in the room assigned to us.

We finally decided that was just an impossibility and informed him that we would not be able to stay in that room. That I needed to leave to find a different hotel; it was about 10:30pm at night. He was quick to make it clear that we would not refund us for the room because we had checked in. I understand the premise of that policy, but how could one know that their room would smell like an ashtray without having gone up to the room. To then be told that I would not get a refund for a room that was profoundly unsatisfactory is beyond me. They in no way provided a product that was fair and inhabitable.

The Lack of Cleanliness and profound lack of customer service and professionalism were baffling to me. The Hotel is connected to IHG, of which I am platinum elite member and this was definitely not a standard experience. I would find another hotel in the area. Avoid paying for two rooms like we had...

I never write reviews because beyond the obvious, I think most of the issues mentioned are often a matter of taste. Different hotels offer different levels of amenities and sometimes things go wrong by accident. However, the exceptional care we received from the front desk staff during our recent stay really needs to be recognized. We unexpectedly extended our stay in Michigan for two more days so we could visit St Joe. I checked my phone app and made the reservation with no trouble. When we arrived in the early evening three hours later, the woman at the front desk had our reservation completed, had upgraded us because of our Platinum status, and welcomed us with all the information we needed. Shortly after we moved into our room we had trouble figuring out the somewhat complicated television/DVD/CD configuration. I called down and she came up within 15 minutes to help us and made sure both televisions were set up correctly. Then, when we were checking out , we loaded our belongings on a cart and boarded the elevator. There we ran into the man working the front desk during the day. Because of medical difficulties we travel with several items of bulky equipment and he immediately assessed the situation and put his other plans on hold. He took the time to not only help us to the front door, but also personally waited while I moved the car closer and loaded the equipment for us. At no time did either employee make us feel as if we were imposing or they were doing anything out of the ordinary. These actions, to me, are more important than any minor inconveniences we might have...

I love the IHG brand, which is why I chose this hotel for its location and my positive past experiences. The staff at the hotel were commendable for their efforts, showing professionalism and a willingness to assist. However, my stay was marked by several challenges.

Upon check-in, I faced an error with my guest information due to a misentered phone number. I had to point out the mistake to the front desk clerk because the information did not match my license (which I gave her), it required multiple attempts and the intervention of a second-shift staff member to fully correct my records. This situation highlighted the need for more robust training or systems to manage guest data efficiently.

Unexpectedly, the hotel lacked an ice machine—a rarity and an inconvenience. Additionally, the room did not have a hairdryer, a deviation from the usual standards expected at IHG properties.

A more pressing issue arose with the finalization of my bill. The charges remained pending on my bank account even after the bill had been settled, leading to unnecessary complications. Conversations with the hotel staff and my bank underscored a disconnect in handling such financial discrepancies.

In conclusion, while the staff's responsiveness and demeanor were highlights of my visit, the administrative mishaps and missing amenities detracted from the overall experience. Addressing these issues would enhance guest satisfaction and align with the high standards associated with...