Candlewood Suites Richmond - West Broad by IHG

Our apartment plans fell through at the last minute, so we ended up staying at this Candlewood for nearly three weeks. The location made it easy to get around the area, and our dog was welcome and comfortable in the room. We had what we needed for the room, bathroom, and kitchen, and the laundry was convenient and free. The small workout area was enough for us during the stay. The property was clean and well kept, with the maintenance worker constantly working to keep it that way. Everyone was pleasant and helpful, especially Manuel at the front desk, who was always available and courteous whenever we had a question or needed something. We’d definitely recommend it.

The refrigerator and freezer turned out to be faulty, and my groceries spoiled. Michael, one of the property managers, listened and was friendly and helpful throughout. The next day, the hotel had replaced the fridge, left my food for me to sort through, and provided a Walmart gift card to cover what I lost. I was really upset at first about the money wasted on food, but they took responsibility and resolved things quickly. The front desk had even called the night I reported it to offer a room change, though it was too late for me to switch since I had to work early and the food had already thawed or gone bad. Aside from that problem, the room was clean, the beds were comfortable, and it had what I needed for an extended stay, including a full-size fridge, stove, cooktops, and dishwasher. The front desk also has things like crockpots, air fryers, and panini presses to borrow. Guest laundry is free, and all the staff have been friendly and helpful.

The front desk woman was nice, and we’d stayed here the year before without trouble. This time, though, just a few hours before check-in we got an email saying our reservation was canceled, with no reason given. It had happened to our friends too. I called and got the room back, but at a higher price for the same room. Then my card was charged about an hour before we arrived, around check-in time. I’d really appreciate it if this were addressed and fixed.

Miguel at the front desk deserves a shout-out for being so welcoming and quick to help. The place was quiet, clean, and cozy, and the rest of the staff were excellent too. We’re very happy we stayed here.