Candlewood Suites Newnan - Atlanta SW by IHG — Hotel in Newnan

sooo..very very nice hotel, however me and my kids had the worst experience here over this past weekend!! I booked my reservation a week before check in through IHG.com my reservation was from 7/3/20- 7/5/20. I called up to the hotel on Friday 7/3/20 @ 6:00pm, to ask front desk what was the latest I could check in, I advised her I will arrive at the hotel around 8:11pm.. me and my kids arrived at the hotel at 8:11 pm, the pool closes at 10pm so we were anxious to get to the hotel , to have a little pool time. I get to the front desk, and there is a rep there named ( kate) and I tell her my name and that I am checking in, she looks at me and said " don't be mad at me" and i'm like ooook.. what's wrong and she said we don't have your room, states there was a maintenance issue and my 1 bedroom king suite was not available. she states that she can get me 2 rooms at a discounted price..i adv her that would not help me out because my children cannot be in a room by their self. she advised the rooms would be side by side and that she could ask DM about giving me 30% off and that the next day ( Saturday July 4th) she would have a suite available and that as soon as the guest check out at 12..she would have housekeeping immediately clean it and we would get our room that we booked. she advised me she was giving me one room free and that I would have to pay for the other room, I asked her why should I have to pay for a room that I didn't book for? she advised me there was no manager on duty and that in the morning I could speak with the assistant manager. So..Morning comes and I go and speak with Dorothy, ( The assistant manager) .I explained to Dorothy what happened with my room not being available, and greatly inconvenienced me and my children were arriving at the hotel the previous night, I advised her that because of going back and forth with kate about them not notifying that my room was giving away, my kids only had 1 hour of pool time ..also I explained to her how unprofessional it was to not tell me that they didn't have the room I booked. I told her I called earlier and told them I was arriving at 8, NO ONE mentioned to me that they did not have my room.. instead kate says it's a maintenance issue..and the dorothy tells me that, they had a guest extend their stay and whichever rep extended it, did not pay attention to see that I had already booked that room.. she apologized and states she will check on the suite and see if it was available.. I thanked her for her apology and adv her that this has been a huge inconvenience for me and my children , it was the holiday weekend and we were separated, and then the suite they were preparing for us was not ready yet @ 1:30, the housekeeper was still cleaning it... and here it is the 4th of july and we are packing up a hotel room to go upstairs, 4 children 12 and under and 2 push carts full of all the stuff we had since we planned to stay for the weekend..I expressed to Dorothy how ridiculous this was, that on July 4th @ 5pm.. (yes 5pm... :( ) me and my kids have not had a chance to celebrate the holiday due to their errors..and that half of our stay was was waiting on them to get things resolved..so long story short, we spent our 4th of July packing and un packing to get to our original suite, which cut our plans down and again, little pool time. This has been one of the worst experiences I've ever had with such a beautiful hotel, the staff are nonchalant, I felt like they did not care about our frustration and they did not accommodate me or my children for our entire weekend going wrong because of their negligence. I told her what kate said about the room being ready around noon..they did not get us into that room until 5 pm :( they had no sympathy that half of our 4th of July was spent waiting on them to resolve this issue. I just feel like, in the beginning when they gave my room away, they could notified me that they sold my room, to give me a chance to pursue...

I paid for my double queen bed, one night stay in full at check in. Two days later I noticed another charge for $25. I called the hotel to ask why I was charged this. They said “because Tupperware was taken from the room”. Okay, I arrived late in the night, showered and went straight to sleep. When I woke up, I did my makeup and checked out. I didn’t even bring a bag inside for my overnight stay. I didn’t use the kitchen, or even look in the cabinets or drawers. I definitely didn’t take Tupperware. The woman I spoke to today said “well obviously it was stolen from the room or you wouldn’t have been charged for taking it”... I asked to speak to her manager. She told me management wasn’t available, but she’d take my name and number and they’d call me back by 5pm. 4:50, still no phone call, so I called the hotel again. Finally got ahold of a manager after a 17 minute wait on the phone.

He asked me if I stayed in room 318, I told him no, it was room 204. He told me he would reverse the charges made to my debit card. However, it’d be “at least seven days” before I get my money back. So they can take my money immediately (and never even send an email or phone call about something being “stolen”, but can’t replace my money sooner than a week?).

If you stay here, MAKE SURE you keep an eye on your bank account over the next few days and make sure you aren’t charged for things you didn’t take! It definitely seemed like scammy business practices to me. I stay often in hotels and I’m an IHG gold elite member, and I’m DISGUSTED over how this was handled. I don’t appreciate being called a thief and...

I made a reservation at this hotel so we could be with family that was also staying here while my SIL was having cancer surgery at City of Hope. I called to make the reservation because we were told if we had family being seen at City of Hope, we might get a discount. Of course these days every penny helps. However my reservation was totally messed up from the start. They only reserved me for one night, so when I called, I was told they could not add a night, I would have to make another reservation. So I did. I spoke with the front desk clerk when we checked in and told them the situation. She checked and we did have another night on another reservation. My concern was that we were going to be at the hospital all day and did not want to change rooms. She assured me we can have the same room. As we were leaving the next morning I checked with the male desk clerk. He told me the same thing. So imagine my surprise when we returned after a long day at City of Hope to our room and we were locked out. Neither clerk bothered to tell us that we would save to check in again. The whole stay from start to finish has been a nightmare with this hotel. However room was good, location great but they don't bother to tell you all the information. When asked for a manager around 430-440...they conveniently just left. Then after all that the discount wasn't applied nor was my...