Candlewood Suites Rockford by IHG — Hotel in Rockford Township

I am not one for confrontation, bad reviews, or requesting ANYTHING for free. That being said, I had enjoyed my first week of my 3 week stay here in Rockford at the Candlewood Suites. I was given an excellent rate of $52 a night for the duration of my stay (REGULAR $72). I initially went to the Radisson upon my arrival and was offered $95 a night but was directed to Candlewood since they do not book people for more than 14 days. All other places in the area had no availability for my stay either so I had no choice but candlewood. The room looked clean, the bed was comfortable, and the receptionists were awesome. 1st week of staying, there was a smell that I couldn't quite put my finger on. But after being in the room for a bit it went away. The 2nd week the scent got a little stronger. But I still couldn't pinpoint it. I had just bought some beard oil (first time using the stuff), so I figured it was the beard oil. No scent the following day, until the weekend. The moment I went into the room on friday, I was hit by the scent of unmistakable sewage. So much that I could not sit in the room for long at all due to my stomach starting to feel sick. Relations called the gm and She said, in a rude inconvenienced tone, "What do you want to do? I have another room". I then reluctantly replied "I'll take a look". The GM came up to my floor to show me a new room. She didn't ask me any questions nor did she check the room to see what I was dealing with. Her expressions were those of being put through an inconvenience just as her voice tone had confirmed to me. On the way down, she continued to convey the same demeanor. No real apology. She showed no concern whatsoever. She offered me nothing for the inconvenience. But as I said before, I didn't want anything free. I just wanted some sleep. I asked politely if she was able to set me up with anything at the Radisson (my first choice). She balked, and stated with contempt "You're paying $52 a night. It's $130 a night at Radisson, you aren't getting anywhere near $52". I responded with "The best rate you can get me, I will forgo any room service or amenities". She replies with the same attitude, "They are a full service hotel, they can't do that". I asked her nicely once again if she could try to see what she could do . She left back down stairs as I gathered my stuff. I still had this feeling of judgement. As if because I had gotten a small rate , that I wasn't able to afford nor was I good enough to go to the Radisson. She then informed me as I got back down stairs that "They can do 90". Booking,com had it for 90. I went back up stairs. I left the door open while i filled my suitcase, and as some new guests on my floor passed by, they immediately smelled how gross my room smelled and asked me what was wrong. They even said that they got a $90 rate quote from Radisson prior to coming to candlewood and they walked away calling this hotel "Shady". They did say their room was fine though. I called customer relations and told them that I did not wish to talk to the GM, as I did not like her attitude. I was told it was the only option. And that if I wanted to deal with the receptionist, that it would be fine. So i told them, that I would like to talk to the receptionist instead. I went down stairs and sure enough, the GM tries to argue with me about what happened. "Why would you say that I treated you like that?". She assumed that I wanted a free week, which was not accurate, but I then conceded openly that I will now want that out of spite. (the call to relations proves i requested 2 or 3 days spitefully). She barely wanted to give me one day but she did give me that day “free”. No action has been taken since, even after numerous phone calls to customer relations. If you want to be disrespected, looked down on, or treated like a poor guest who can’t afford a good room, come to this place. Especially if you want a room that...

This is the email that I sent to the GM, Susan Gamlin.

I recently stayed at your Candlewood Suites Hotel in Rockford 3-8APR19. Although the facility was nice, I had some other issues during my stay. As a Spire Elite member, I stay at a lot of hotels throughout the year, but this was truly one of the roughest I have ever had.

In the six days and five nights of my stay my room was never cleaned and or amenities restocked. I did find out during my check out that the rooms are only cleaned once a week, and I am guessing I fell just out of this rotational period. The garbage piling up in my room was not even the major issue with this stay. It was the fact that in order to get new towels I had to take my old towels down to the front desk to complete the swap, and had to do this twice. Not to mention, a few of the "new" towels I was given were still dirty with makeup or dirt on them. To go along with this issue of no one checking on my room, I had to go to the front desk in order to get more toilet paper for my room.

The gentleman that helped me out at night was extremely polite, and helpful, but the lady that checked me is another story. She, really do not remember her name, was not very helpful and or user friendly when I entered your establishment for the first time ever. She did not make me aware of the fact of the once a week cleaning, towel exchange policy, or needing to go to the front desk for more toilet paper. The only thing she did inform me of was how exhausted she was, due to the amount of people she had to check in that day.

As a member of IHG since for around 15 years, I always stay in an affiliate where ever I go, but I am not wanting to stay at this location again after this experience. The sad thing about this incident is I travel to your area quiet often.

Apologize for taking up some of your time, but I felt the need to let you know about my experience in your hotel. Truly appreciate you taking the...

Just about everyday we was there I found something that was left in the room from the previous guest. First day I found dried food on the bed spread, with was totally discussing and a health hazard with all the Covid-19 spreading like it is. I found it when I was waking my son up the first morning, I just took the bed spread off the bed and left it on the floor. At the point, I felt, if the bed was contaminated we already had it, but I guess I will find if we end up getting sick. Later that night, I found what seemed to be a ball of chewed up gum on the floor, underneath the table. I left that there, and we did not us that area, anymore. Then, the day after I found the ABC gum, I found something under the recliner, not sure exactly what it was but it looked like ball like container that went to something for muscles or energy. That I left on the table. Then, the day after that, my son stepped on what I believe a clipper guard, that was hidden by the sheets handing around the bed. At this point, I'm just over this whole stay! Our last night there, as I was changing the trash bag, there was left over garbage in the can! I was completely done after that, I think if it wasn't our last night there, it still would had been our last night! Even with all that, we stayed, I was mentally tired, mentally drained and just done with everybody and everything, and the dirty room did not help with my situation. On our second night I was trying to run my son's bath water, and the stopper would not stay down, I called down to the front desk, and the clerk was talking to me like I didn't know what I was talking when I told her, the stopper would not stay down, she came up and tried it herself and found that it would not stay down. She had someone come and fix it the next day, so that turned...