Candlewood Suites Conway by IHG

I was fine with everything until I left something. And found out they would not mail it unless I went and got the shipping label myself. I believe as much money as I paid for a room I shouldn’t have to do that. To me they should make the customer happy. I just don’t understand why they can’t charge my card and mail it to me.

Read above it was not a very good stay what so ever.

The smell in the entrance

My stay at the Candlewood Suites last night (Feb 6, 2026) was less than desirable! The room we were assigned to #102, had an issue with the toilet. It would not flush at all. We notified the front desk and he moved us to room #202. He said that because the move was not our fault, it was a maintenance issue, that he upgraded us to a queen double at no charge. That was fine but I had booked a king suite because it would have a recliner. I have back issues and cannot sleep all night on a mattress.
I asked for a recliner to be brought to my room and was told no that was not possible. He stated to me that if I wanted the recliner in my room I would have to go back to #102. I thought that was very unprofessional due to the fact the toilet would not flush and that's just nasty. My question is to housekeeping. Why did they not report the broken handle on the toilet when the room was last cleaned? That was very negligent on their part. Room #102 should have never been an available room due to the damaged toilet.
On top of all of that, the front desk guy calls to tell me, " unfortunately because I will have to charge you for the upgrade since you paid for a king suite and you are now in a queen double." I reminded him that he had previously told me that we did not have to pay for the upgrade because the reason we had to leave our original room was not our fault, it was a maintenance issue and negligence on the housekeeping staff. He shifted the blame of the uncharted on his supervisor.
He charged my credit card before even informing me of this matter.
I do not appreciate the way this was handled. I will be writing a review for the website and it will not paint a flattering picture of this hotel. I would rather not do that because I would like to remedy this situation before going to those lengths.
I would like a full refund of amount I was charged for the room.
I expect you to expedite this matter to the upmost importance.

Patsy Laughard

Was not told ahead of time that construction was being done. Front entrance was a mess.

When I had booked this suite, (The booking was placed 6 months in advance) it was for a Queen-sized bed bedroom suite. When I entered the room, the bed was a full-sized bed. We spoke to the front desk and they were able to move us to another room that was listed as a Queen-sized bedroom suite, but ADA. We were told that this was the last bedroom suite available, and it also turned out to be a full-sized bed. After the first move, and 8 hour road trip, we took the room as-was and requested some form of compensation from the manager. Due to being a holiday, and a pre-paid reservation, we did not see the manager and received no compensation that we are aware of. Also, keep in mind, coffee is free, but breakfast is from the hotel pantry for a fee. I did not recall seeing this on the reservation.

Breakfast included

A lot of construction going on that we were not made aware of prior to and the room was not clean. Shower was dirty and had hairs in it and floors felt like walking on sand like it hadn’t been swept in a while.