Candlewood Suites Charleston – Mt. Pleasant by IHG

Everything

Nothing

@ihghotels this has been a horrific series of experiences. I checked in at Candlewood Suites last night for a prepaid 2-night stay to find the toilet porcelain cracked from bottom to top - super dangerous, would literally kill a person when it breaks all the way which could be any time. They gave me a new room and the bed bug infestation in there was so bad that they were visibly crawling on the pillows! Keara at front said she’d refund me but that her system is separate from IHG because they’re independently owned, and IHG said that because I used the flex member rate, I’d still get charged for the first night for canceling. Keara also said “bed bugs are clear” when I showed her the picture and explained what I’d seen. I spoke with IHG customer service and was on the phone with two people for almost 25 mins and they were useless. I am extremely worried about my things now having bed bugs! I explained what had happened and said that I needed a refund and another hotel. They said they booked me at the Holiday Inn Express nearby and charged my card for two nights there - which cost significantly more than the one I’d booked. I asked to speak with a manager because I felt they at least needed to comp the first night at this different hotel due to this not being my fault, price difference, and the unacceptable conditions. They said I would be transferred to a manager but instead they transferred me to someone else who I had to explain everything to all over again, and she was rude and said couldn’t comp anything and denied “having access to my payment method” - when I’m a literal IHG cardholder and the guy I’d just spoken to had confirmed my credit card info. who said all they could offer me was 7,000 reward points but that by accepting, I would be relinquishing them from all liability. I said no. When I got to the new hotel, they had no record of my reservation despite my card being charged. So I had to pay AGAIN (it was very late at night by this point and Claudine and I needed a place to stay). I got a fraud alert overnight on my card saying it was declined and I’d need to pay yet again. Any feedback, please help - customer service both on phone and through chat has been useless. Btw I’m an IHG Platinum Elite cardholder - got it this year specifically for hotel points and stays and it’s had fraud twice and been nothing but trouble. PSA to anyone who made it this far.

Very nice experience! The hotel is close to everything and the atmosphere was relaxed.

Our experience with the front office manager, Kiera Glessner, was exceptional! Friendly, professional, accommodating and welcoming! Five stars for the service and making this a wonderful vacation experience in Charleston! We could not have asked for more! Everything was clean, convenient and comfortable.We would recommend the Candlewood Suites in Mt. Pleasant, SC to anyone looking for accommodations there.

Location was great.

Small parking lot.