Candlewood Suites Middletown Goshen by IHG

I was impressed by the quiet, beautiful hotel and its good location. Outside there's a Quickchek and a Dunkin Donuts, and inside there's a pool, fireplace, little shop, and fitness area. The rooms are clean and comfortable, and the staff are helpful and professional. The only thing I think they need is breakfast included. With that option, it'd be a 5; without it, a 4. It exceeded my expectations, and I totally recommend it.

The property itself was nice, but my front desk experience ruined the stay. If not for that, I would have given the hotel five stars. I won't stay here again and can't recommend it until the hotel addresses this employee's behavior. Yesterday I called the number listed on Google to reserve a room. I asked if there was a benefit to booking directly instead of online, where it was cheaper. The man said he could make sure special requests were honored if I booked by phone: early check-in and a late checkout at 12. Today, at 11:08, I got a call on the room phone. The person didn't greet me, just abruptly asked, “what's going on, do you need to extend your stay or something?” She didn't explain why she was calling, so it took me a moment to understand. I figured she may not have known I'd been given a late checkout, since normal checkout is at 11. I explained what the reservations agent had arranged. She demanded to know who I'd spoken with. When I said I couldn't remember his name, she told me reservations couldn't grant those requests. That confused me because, at check-in, she'd acknowledged my room could be ready early after we switched from a single king to a double queen to accommodate the early check-in request. After several minutes of her aggressive tone, I said I'd pack and leave. At the desk she was still rude and insisted, “this is just how I speak.” I asked for a manager, who was professional and apologetic and tried to understand, even as the front desk employee repeatedly interrupted me and called me a liar to my face. I asked whether calls were recorded, and the manager said they weren't, which was a bummer because it would have been a perfect example of how not to treat customers. Both the front desk employee and the manager said the reservations person I spoke with was “not affiliated” with the hotel. I had no way to know that. He put me on hold to speak with the front desk, so I thought reservations and the desk were different departments working directly with the hotel. He also never said I needed to confirm the arrangements with the front desk when I arrived.

April Leary was fantastic when we held a corporate meeting in the hotel's conference room. She helped with everything we needed and made sure it all went smoothly. Thank you, Candlewood Suites, and thank you, April, for everything!

I booked a room here for my parents while they were on the road. They're happy campers. They loved the hotel and said it was NEW and very clean. The room had a kitchen, a workspace, and two beds. They said they'd stay there again. Thanks, Candlewood!