Candlewood Suites Grand Rapids Airport by IHG

The charge still hadn’t been released when I checked out Sunday, despite the staff saying it had. Cash App confirmed the hold was still there, and on Monday the funds were still missing. I’d asked for a receipt and explained that I had a letter from Cash App about the unreleased funds, but the associate responded dismissively. I left because there was no way to have a civil conversation. We arrived Friday for a weekend stay, but the person at check-in apparently never checked us in properly. Saturday morning, while I was getting out of the shower, someone pounded on our door and told me I had 10 minutes to get dressed. They started knocking again before that time was up. Staff said I was a no-show and hadn’t paid, even though I showed my reservation and the pending Cash App payment. The regional manager said they don’t accept Cash App cards because they authorize the amount, though that’s what I’ve seen happen with other cards too. They said they couldn’t check me in without payment, so I paid with another card after being told the first hold would be released right away. I leaned on the front desk with my hands together and said I didn’t appreciate being rushed out of the shower or accused before anyone checked with the associate who had checked us in. The regional manager yelled that I shouldn’t lean on the desk, mimicked me, then yelled again when I asked for the divisional manager’s contact information. She refused to give it and said I could contact IGH directly, and that I’d be kicked off the property if I continued. She claimed they had apologized, but no one had apologized to me. When I went back to the room, my key cards didn’t work. The regional manager kept yelling as I walked away. If you’re okay with being yelled at and threatened with removal for asking questions about your stay, this is the place for you.