Candlewood Suites Roanoke Airport by IHG

The beds were the reason we moved rooms. We had a double Queen setup, and both beds in both rooms had huge dips in the middle. It was a struggle to get out each day. The frames, box springs, or mattresses needed replacing, and probably all of them. The carpets badly need replacing too, or at least a deep clean and steam. After my husband took the first shower in each room, his feet were black. He cleaned them again, then put on socks and shoes in the bathroom. He used wet wipes and antibacterial wipes on the bathroom and kitchen tile, and 30-40 wipes came away solid black. The reservation was fully paid through booking.com, but night staff canceled it and then kept billing a daily rate. Staff on day and night shifts and management received booking.com's emails and texts asking them to resolve it, yet we were still overcharged for the whole stay. The staff were incompetent at all hours. I can't understand how a hospitality business can be in such disrepair when there are over 6 other hotels within a 4 mile radius. This is supposed to be a hotel, not a MOTEL, though you'd never know the difference. Whoever handles replacement orders must have a huge gambling problem at Rosie's in Vinton. When sleep and comfort are the whole point and they can't provide either, they shouldn't be open.

The rooms were decent, but the front desk gave me a horrible attitude when I asked why they charge for buffet breakfast and don't keep the food and coffee available. I've never been to a hotel that charges for a buffet breakfast. If they're going to charge, there should be food and coffee ready. The customer service felt more like what you'd get at a motel that charges by the hour.

I had stayed at this same location in April without a problem, so I booked again on the IHG website for 10/4/25 as a silver rewards member and got a confirmation number. At check-in, the manager said hotel policy doesn't allow room rentals to people who live within 30 miles. The website never mentioned that restriction, and it required my address to make the reservation. If the rule exists, they shouldn't accept the booking. The manager wasn't helpful and was less than professional. I contacted IHG and was told someone would get back to us, but that won't happen in time to fix this.

Melinda went out of her way to arrange two joined rooms for me, and everything worked out perfectly. The hotel was clean and quiet, and the staff were really friendly.