Candlewood Suites Panama City Beach Pier by IHG — Hotel in Panama City Beach

My spouse and I made reservations early March 2024 to stay at the Candlewood Suites Panama City Beach Pier, an IHG Hotel. 16920 Panama City Beach Pkwy, Panama City Beach, FL 32413 from Jun 26th through Jul 1st 2024. While on the road driving to Panama City Beach on Jun 26th, we were contacted by the hotel to get our credit card number over the phone before checking in. I told the hotel representative he could be anyone calling me, and I did not feel comfortable proving my information over the phone. We advised the hotel representative that we were on our way and should be arriving around 3:00 p.m. and I would provide my information upon check-in. He told me that our room would not be ready until 4:00 p.m. and that they were fully booked and if we did not check in by 4:00 p.m. we would lose our reservations. We informed the hotel representative that we would be there. We arrived at the Candlewood Suites Panama City Beach IHG at approximately 3:00p.m. We checked in and were given the keys to our room. When we walked into the room, it was not cleaned. The floors and counter tops throughout the room were dirty and had trash on them everywhere. I was disgusted when I got to the bathroom. The tub was filthy, the toilet was dirty, and had private hairs on the toilet seat and in the toilet. We immediately went to the front desk and complained. The young man at the desk apologized and spoke to the assistant manger on duty, which was Alethia Gooden. She was very non-chalant and displayed a negatives vibes with an attitude. She told him to offer to have the room re-cleaned for us in which we refused because it would take some time to clean the room, and we were tired after driving 6 and a half hours to this situation. The desk clerk then changed our room. When we walked into the second room, it had a moldy, meldrew and horrible odor when we opened the door. My spouse is allergic to mold, so he immediately had a reaction. We went back to the front desk to inform the desk clerk. Again, he apologized and offered to have the room cleaned in which we refused because there was no cleaning that room to remove that mold and mildew smell. They didn't have any other available rooms except the ones they had offered us, so we informed the desk clerk that we were going to find another hotel and would be checking out once we did and he said he understands and he told the assistant manager Alethia Gooden. After finding another hotel, we immediately returned the Candlewood Suites PCB to check out. We inquired about getting a refund for that day because of what happened upon checking into their establishment. Alethia Gooden, said she could not give us a refund because we were there more than an hour, which was not true because we went from room to room upon arrival for the first 20 minutes. After going back and forth and disputing our situation, she claimed all she could do was offer us 2000 points. We were tired and burned out, so we said okay and said we would contact IHG coporate guest relations to get our money refunded. After checking out, we requested the receipt. The assistant manager, Alethia Gooden, told us she could not give us a receipt until the next day because there was something wrong with the system, and she could not provide the receipt until the next day. I asked her if she could email the receipt to my spouse's email address as well as mine, and she said yes. I wrote down both email addresses on the paper she provided and gave it to her. The next day, my spouse, noticed a charge for the entire stay from Jun 26th through July 1st. We contacted the hotel and requested to speak to Alethia Gooden to bring this to her attention as well as getting the receipt she supposed to have emailed us, they claimed she wasn't there. We went on about our vacation and kept an eye on that charge, which stayed on the account for 7 days. Continuation review with...

Our reservation was moved here due to an overbooking at their sister property. Upon checkin the agent could not lower the rate to a standard rate as the other property booked me at a higher bonus point package rate (I’m an IHG member) I asked to switch to one day instead due to being able to book my own reservation at an EMPLOYEE rate for $150 less. She did accommodate this for me after a quick call to her manager.Grateful! However upon entering the room after traveling for 17 hours- our shower had no curtain. I approached the desk to retrieve a curtain and even offered to hang myself. She said she would have her housemen bring one. We never received. Took showers and had to soak our bathroom floor. Went to dinner and came back still no shower curtain. We checked in at 6:10pm Traveling as a family of 4… the next morning i went to the desk to ask about the curtain so we could take showers as we were down to one towel now from soaking up the floor. The male desk agent said he would have housekeeping bring one when they got here- and offered me a 12 o’clock checkout. I refused this option and asked for one to hang myself: which he did give me. Grateful! Fast forward- kids are hungry so we go to the market to purchase milk and cereal. The cooler is broken! The milk is legit hot. I wanted to let them know it was broke however the same male agent stated “oh we know there’s a problem with it, we don’t know what it is” okay!? Well maybe you should hang a sign that it’s out of order. And remove all the hot dairy products? As an employee with this brand - I would say I am highly disappointed in the lack of care for their guests here. The beds were soft and comfortable- honestly the only good part I encountered during my short...

I stayed at this Candlewood Suites during a weekend in Panama City Beach, FL recently. I absolutely LOVE that guests can wash their laundry here for no charge. And they have good name brand front-loading Samsung washers with dryers that actually work. And not just one but four apiece and they work well.

I didn't use the pool but it seemed very clean and was good for the little kids or if you just don't like being in the ocean. Location-wise it's great because any road you take off the main road leads you right to so many pier entrances to the beach and coastline, it's unbelievable how easy it is to access the beaches. Parking was pretty good here at the time and never had any issue finding a space. The room I stayed in was clean, smelled so fresh and good upon entry, and remained smelling great even after three nights. Bathroom was clean too. I liked the microwaves, the fridge and stove with provided dishes and glasses and silverware along with the dishwasher, with the at least 45-inch TV mounted to the wall. I also liked the gym equipment that was available and the items on loan you could borrow for your room, such as DVD players, board games, waffle maker, etc..

Check in/out with the staff was easy and they always had available towels. The queen bed felt more like a full size mattress but at least it was comfortable for sleeping. There was even a recliner in the room, a lot of desk area for working, a comfortable work chair and the Wi-Fi was adequate. I'd definitely stay here again as I've found Candlewood Suites to be good...