Candlewood Suites Richmond Airport

Ron Pomper

We reserved a 2 bed room in advance. When we checked in they only had a 1 bed room available, which reeked of cigarette smoke (though it was "non-smoking"), the toilet leaked water all over the bathroom floor, the appliances were broken, and there were loud guests in the hallway past 3am. The hotel manager offered us 5,000 points (which covers less than 1/6th of a typical reservation) as compensation and IHG refused to do anything other than offer to double the points.

Greg Hancock

I reserved this suite hotel using points. It's very near the airport and convenient to the eastern side of Richmond and one of the few options between Richmond and Williamsburg. Upon arrival I noticed the lobby area hadn't been properly cleaned in a while. The entrance doors and windows were filthy. There was debris (leaves and dirt) on the floor. The door to the office space was open and very cluttered. We arrived early along with another guest and we had to wait for a room. I asked for a queen or king room and was told I definitely couldn't get a king room and they were oversold on queen rooms. It was obvious there wasn't going to be any effort to fulfill my request. I was informed that I would get a room with two single beds because it was a "points reservation" . I noted that the reservation doesn't indicate what "suite" rooms are available. I said that I didn't even know suite rooms came with singles. It was then explained that all their rooms were suite rooms but were just regular rooms with a kitchen and not really suite type. I was then told to turn on the ice maker when I got to my room because they don't have ice makers on the floors. I was also told there was no breakfast at the hotel. So I get to the room and pleasently surprised to find the room is very clean compared to the lobby. I also find the ice maker is already on but there is no ice nor did it produce any during our stay. The beds were comfortable even though me and my wife were in different beds. My big complaint came during the night. A few times I woke up from loud talking and noises. I'm a heavy sleeper and these events were loud enough to wake us. It seemed like there was some kind of gathering or party going on at 2am outside and then the nose again woke me at 5am this time from inside. Bottom line is I think this location needs better management. I would not recommend staying here.

Quatara Fisher

My first experience with Candlewood Suites in Sandston, VA was horrible for the time that we entered the room until we left. The room was booked through IHG, as I am a silver elite member since 2014. We contacted the hotel for an early check in and were told our room was ready. We arrived at around 1:30 - 2:00pm and there was no issues with check in. Unfortunately, when we entered the room we noticed the bathroom was flooded and the smoke detector was there but the wires were visible, so we informed the front desk of the matter. They immediately moved us to another room down the hall closer to the front desk. That was okay with us until we noticed there was no iron in the room so we took the iron from the original room. Then we noticed the remote control didn't work so we went to the front desk for new batteries which they supplied. We also noticed the bolt lock on door was broken, but before we can inform the front desk of the matter the unthinkable happened. As I was changing for our event that we travelled 6 hours for, another guest entered our room and saw me without any clothes on. I felt violated and was very upset. I contacted IHG several times to inform them of the experience and they reached out to the hotel. The hotel general manager, Maureen was not compassionate of the incident and just said it was a mix up. She was the one who did the change and should have known better. She tried to insinuate with IHG, we put the shower on and flooded the bathroom. I explained to her that I didn't want to stay there and wanted to be accommodated in some kind of way. After going back and forth and allowing the IHG representative to listen to the conversation and reach out to Maureen she agreed to give me one night free and arrange for us to stay at another comparable hotel. Well she set that up but once we went to check in the representative at the Holiday Inn Express couldn't locate the reservation because Maureen never transferred anything in my name. So I had to reach out to her once again to get our reservation cleared up. The General Manager, Maureen should not be in that position. She is a good greeter but do not know how to handle customer matters. My most upsetting moment was when a perfect stranger walked in my room with his dog and saw me undressed. You would think she would have been apologetic, but no she just kept saying things happen. So I am not sure if I'll ever stay at another Candlewood Suites due to this "HORRIBLE EXPERIENCE". Something need to be done about how that particular hotel is run.

Momo Benn

I had called the hotel the day before our arrival that our flight was coming in late and won't be able to check in until about midnight or 1am. The person that answered said that wasn't a problem and I didn't need to do anything, When we arrived to the hotel about 11:30pm there was 7 guest waiting to be checked in to their rooms and no hotel staff was present. The guest before us searched each floor while knocking on staff doors and no personal was on site. After 40 minutes we were too tired from our flight to wait any longer and ended up walking half a mile down the highway to a different hotel where they were able to give me a room for the night they had available. That hotel even tried calling the hotel we had just walked from and never got a response. I called the following morning to inform the hotel and make sure I wasn't charged for the night since no one to check us in