Candlewood Suites Winchester by IHG

The hotel looked clean and had plenty of space, but we were very disappointed by the room we were given. When booking, we explicitly requested an ADA compliant room with two double beds and explained what we needed. They said they had one, but the ADA "compliant" room had a tub/shower with a step instead of a walk-in shower. We would have looked elsewhere if they’d told us they couldn’t meet our needs. It felt like they wanted the booking regardless. There was also a mouse in our trash can, which made my dog bark. I scolded the dog before my husband told me about the mouse. We had to get ice through the front desk.

Our room was spacious, which was about the only positive. We lost our home and everything in a house fire, then booked a two-week stay from 10/15-10/31 for $1,636. On the morning of the 15th, the hotel charged me $785. I assumed it was a large preauthorization for a longer, more expensive stay. But on the 15th, another two $785 charges appeared. The front desk could see all three and said they were only preauthorizations. My bank showed them as processed payments taken from my account. Staff said the general manager would investigate and contact me that day, but no one did. I went back that night after work, and another staff member said the manager had confirmed I shouldn’t have been charged three times and that I’d be refunded by morning. I was annoyed not to hear directly from the manager, but thought it would be fixed. Instead, I woke up to a fourth $785 charge, bringing the total to $3,140, far more than the agreed $1,636. I went to the desk very concerned. They said I could wait or go next door to the La Quinta to talk to the general manager. I refused, and their general manager, Jess Peterson, came a few steps over to Candlewood. She showed no apology or compassion and insisted the charges were preauthorizations, even as I showed her the processed payments in my bank account. Jess also said my card had been removed from my profile/file. Guest relations later told me the opposite, that the charges were processed and my card was still on file. The whole situation felt sketchy, and the way we were treated was the worst customer service I’ve ever experienced. We’re patient, kind, and flexible people, and it takes a lot to upset us. After losing our home, we expected basic kindness and clarity. Instead, we had to fight with the corporate team to check out early and confirm there’d be no further charges. The assistant general manager even acknowledged that it looked like a potential fraud situation. We’ve made multiple reports because we hope to prevent this happening to others. You don’t know what guests are going through. We only asked for courtesy and help solving a real problem, while the staff went home to their own beds and we had lost that privilege. The entire hotel also smelled of metal and mechanical systems. Maintenance room doors were left open, and the metal and sulfur odor spread through the hall and rooms. This location isn’t worth the risk of staying.

The rooms are very large and have kitchens, and the beds and shower were great. Staff were really friendly, and the location was great. I don’t often give five stars across the board, but I’ll be back 😎.

The room was quiet and clean, though the bed was a bit softer than we prefer. The staff were wonderful and went out of their way for us.