Candlewood Suites Casper by IHG

The staff were amazing and made us feel welcome. Everything was clean and comfortable, and the hotel coffee was the best I've ever had. There's no breakfast, but our room has a kitchen, so we made our own. We'll definitely be back.

We were there just overnight, but the price and accommodations were top notch. The place was nice, clean, and felt safe, and the staff were pleasant. They had decorated for Christmas, which we loved. My pup enjoyed the stay too.

The rooms are great, the amenities are great, and the location is fantastic, but the customer service left a really bad taste. We'd already stayed 3 nights and tried to add 1 more day. I spent 15 minutes at the desk updating our credit card, thinking it was all arranged. The next morning housekeeping said checkout was at 11 that day, and the front desk had no record of the extra night. The woman at the counter, who had purple in her hair, spoke to me in a condescending, rude way and fired questions at me: what the other employee looked like, whether she wore glasses, what time it was, and whether I got a name. She said the room was booked for that night and, since we'd booked through booking.com, we'd have major issues and I'd need to call them. I felt like I was being scolded like a child, and was shocked and hurt. Then she asked, 'Who is Andrew?' He's my husband. I got him because she clearly had an issue with me. Another woman stepped in and was very nice, I think her name was Katherine. She sorted it out, but the whole thing put me off. They also charged the wrong card, the one we had updated. We come to Casper about once a month for a few days at a time, so you'd think they'd want our business with all the hotels in town. We're closing our IHG membership because customer service is lacking. We definitely won't return unless I feel like being treated like a 5 year old.

They mean it when they say pet friendly, cats included, unlike some other hotels. The staff were really kind and understanding on the phone after I'd called 7 other hotels to check whether 'pet friendly' meant cat friendly. They even gave my cat a little goodie bag with a toy and treats.