Candlewood Suites Hot Springs by IHG

Did not mention renovations. I was not given the room I requested... and paid for.

nice

Even with renovation, very quiet and clean rooms. Excellent front desk staff and cleaning.

My room that was booked was not available, I was not made aware until I was halfway to Arkansas, and this is a 9-hour drive for me. I had to hurry and call booking.com because if you do not cancel within 48 hours, you are charged a 138.00 cancellation fee. Luckily, they waived that fee since it was Candelwood's error and not mine. I was not able to get another room without canceling first. Once it was canceled, Candelwood would not meet the price that I had originally gotten the room for, and I was put on the 3rd floor without a king bed. I was told they could not upgrade my room or give me the same rate as before. Luckily, booking.com paid me the difference back. This room should not have been made available to book if it was not available, and I should have been upgraded to a better room for the inconvenience and extra charges. I have never had such a bad experience and I have stayed at this same hotel for many years. I was very upset with the professionalism of this hotel. I have been upgraded to suites before at no cost to me because the room I had booked was not available, so I know this is a possibility. You should make it policy to contact the visitors before the cancellation date if there are any issues, so they do not have to spend hours on the phone while on vacation. I was also charged numerous different amounts to my credit card that made absolutely no sense. The total charges were over 1,100.00 for a two-night stay. I was originally booked for 255.00 after tax. I ended up paying almost 400.00 when it was all said and done due to their mistake. It took a week to have everything settled. Hopefully, they will get better management because every time I called to speak to the manager, she was not available. I feel the manager could have done more to accommodate me, considering they were at fault.

The full kitchen was surprising. We didn't use it for cooking but it was nice. The price we paid for the room was excellent..we will definitely stay at a Candlewood again.

Nothing we didn't like about it.

They were remodeling lobby, was very pleased with room. Did not have brea

I liked the grass area for the pups. the staff was extra friendly and informative about the area.

Great stay very nice rooms and very clean.