Candlewood Suites Paducah, an IHG Hotel — Hotel in Paducah

Actually never stayed here had an issue with my booking and the charge.....I booked this room online and at the time of booking it said my credit card would HOLD the reservation. My card was charged the entire amount a full month ahead of the booking and as a result would have been due on my business credit card this month rather than next month AFTER my stay. This was not in the budget to be paid and when I called them to speak to them about it, I was told I must have booked it with a 3rd party, I must have been on the wrong website, was told then it should not have happened by someone who was apparently “new” and he was wrong and when I tried to explain to the manager that the website said what it did I was told I was wrong and that they charge up front for that kind of reservation (advance purchase) and she could not refund my money because of their 30 day policy. I was transferred to the general manager who also kept interrupting me when I tried to explain that regardless of what their “policy” was for that booking, that their website said something different and that I had not booked an advanced purchase stay......I was offered the option at that point to cancel the room and I took it and was hung up on.....Did I yell? You're damn right I did. Not at first but after being told I was wrong that it was too bad there was nothing they could do and was continually interrupted when trying to speak......I sure did. (also interesting she told me I had to call corporate for a refund then she miraculously was able to issue it) I am so tired of things not working and no one willing to find out what or why. If they had said to me let's check into this or try and find out what happened things would have went much differently. I had to call their corporate office to get resolution. The gal there confirmed that in fact the website DID say exactly what it did and that when she tried to book the room for me it tried to charge the entire amount even though the booking said the card would reserve only and no payment was due. I could have just as easily used another card had I known this would happen. I chose my biz card for the points. DO YOUR JOB PEOPLE....listen to a customer when they have an issue and TRY TO RESOLVE IT instead of just saying sorry thats the way it is...TECHNOLOGY BREAKS........And if I tell you I booked my room on your site stop telling me I must not have I am not stupid....Stop acting and treating us like...

We had stayed at this location in the past with no issues and always a good experience.

On February 28th we checked in to our room as on previous occasions; however when we went to our room my wife noticed what appeared to be droplets of blood on the comforter (right near the pillows) - of course we took photos. We immediately called the front desk and a young girl came up to bring a new comforter. While waiting on her we found trash under the edge of the bed and on the TV stand. The girl seeing that we we're upset offered to move us to a different room. She provided a $5 snack bar voucher (which we did not use# and 1,000 points #which we've never seen#.

A few days after our stay I received a call from the facilities GM #Joy) apologizing for our problems during our stay and offering to make things right if we gave them another chance. I told Joy that we planned to be back in the area in April; and she asked me to see if my family would give them another try. My family stated yes, so I called back to speak with Joy. I called and left messages on 3 separate occasions, only to finally call a week later and get the front desk. They told me that Joy was no longer the GM and the new GM would follow-up with me. Still to date I've yet to hear back from them.

Since that time I've reserved 3-rooms in the area at a local competitor for April who seemed very happy to have my business.

It is a shame in that we're in this area several times through the late winter and early spring; however as much as we try to stay loyal to the IHG brand, we will never stay at this hotel again.

I understand that I'm only one customer with moderate travel - however I still expect to get value for what I pay for. Maybe this location is doing so well via occupancy that they feel that they don't have to worry about the few complaints here or there. I think that they'll find that approach will only carry...

There were pros & cons to staying here on a longer term. I love that there is a kitchenette in all the rooms. I love that there was a 24/7 free laundry facility to use. I hate that there were limited towels/ bedding to use. We had our 10 month old with us, so I needed extra towels/ bedding. On multiple occasions, I'd turn in my used one's & there would not being ANY towels or sheets or comforters to give us. I literally showered with a dish towel a few different times. I ended up just washing my own. I have skin allergies that get bad when I'm around alot of mold, meldew, dust, or anything of that nature. I stayed flared up mostly,. AND, I'd like to suggest ..that they wash the bed skirts & the curtains. They looked & felt pretty gross. Actually leaving a dusty, meldewy film on you're hand, if you were to touch them at all. I know from a few staff menbers, that on the 1st floor they had 3 rooms shut down due to bedbug infestation. Luckily, we stayed on the 3rd floor. I did look, but didnt see anything like that..thank GOD. I also want to suggest, maybe offering more corporate training, especially for the mang staff. I was there 3 months in May...and no one ever even mentioned anything about reward points. I randomly picked up a bochure while waitingbin the lobby ..& signed up. The rude & unprofessionaal desk mang told us that when we checked out, we will receive a bunch of points for that entire stay. Later, I found out that ..when you register in the middle of a stay, you only get 1,000 points for taht stay. So we ended up loosing out on 3 months worth of points. Altogether we ended up staying there for about 6 months, spending over 10,000$..& only gained enough points to get 2 free nights. And because I got 25,000 point on a...