Candlewood Suites Augusta by IHG

My coworker had to change rooms because the heater wasn’t working. There was a very strong bleach smell throughout the first floor, which, in response to the hotel’s reply, came from a bucket in the hallway catching water leaking from the first-floor ceiling. They also require $100 for incidentals, as if they expect guests to steal the items. They could do better.

We canceled our stay because the check-in conversation became so uncomfortable and demeaning. I’ll never stay at this Candlewood Suites again, and I hope corporate trains staff on ADA rules and basic compassion. No one should have to justify a medical condition or a service animal to a desk clerk. I have Multiple Sclerosis, which affects my mobility, and rely on my service dog to help me walk safely when my balance is off. Some days I can get around independently, and on others I can’t. My husband is an Army Veteran and has a PTSD service dog too. When I went to check in, I told the front desk we had two service animals. The staff member immediately challenged me about why my dog wasn’t with me. It felt as if I had to display my disability for it to count. I explained I was having a good day and could walk without her for the moment, while my husband was outside walking both dogs. She kept questioning and interrogating me, asking invasive things and making me feel I had to prove my disabilities. The way disabled guests were treated felt disrespectful and discriminatory, especially toward people with service animals protected under the ADA.

The manager was rude and didn’t have basic manners when speaking to customers. I booked a room listed for five people, but they gave us one bed, one sofa, and one recliner. When I asked how five people were supposed to sleep there, the front desk said two in the bed, two on the sofa, and one in the recliner. The manager said she could cancel the room if I didn’t like it, and they didn’t provide blankets for the other guests beyond the ones on the bed. Please be careful and never book this location. The pictures on the website don’t match what you find in person. This was the worst hotel stay I’ve ever had. I booked Candlewood Suites in Augusta, GA, and the place felt dangerous as well as disappointing.

The young woman at the front desk gave good service and welcomed me to the facility by text. As an IHG rewards member, I was greeted warmly and got an additional 500 points. The accommodation was nice and clean.