Candlewood Suites Kenosha - Pleasant Prairie by IHG

I arrived at Candlewood Suites at approximately 9:08 p.m. My employer normally books and pays for all of my hotel accommodations in advance. However, this was a last-minute reservation because the Marriott I was originally scheduled to stay at was fully booked and unable to accommodate me.
When I arrived, the front desk agent informed me that my company needed to submit a credit card authorization form or provide a physical card before I could check in. I explained that my personal cards were in Apple Pay and that my company normally handles all hotel charges directly.
I sat in the lobby and contacted my company’s booking agent. About 15 minutes later, the booking agent confirmed that the authorization form had been completed, she did not acknowledge me or explain that there was an issue with the form she just continued tying away. After I brought it up again, she stated that the authorization only covered the room, taxes, and fees, and did not include the incidental deposit. I contacted the booking agent again and asked them to correct and resend the form. Once I received confirmation that the updated form had been sent, I waited for the front desk agent to acknowledge receiving it and continue the check-in process. She continued working at the computer without saying anything. When I finally said, “Another form was sent,” she accused me of yelling, even though I had been speaking in the same tone throughout the entire interaction.
When it became clear that I had not raised my voice, she shifted her claim and stated that I was speaking to her in an aggressive manner. This type of behavior can be described as deflection or mischaracterization, where someone changes the narrative to justify their response rather than addressing the situation directly.
At that point, I felt that I was being intentionally ignored and given a difficult time. The agent then threatened to call the police and have me escorted from the hotel. She stated that her manager gave her permission to do so. She eventually completed the check-in, but instead of handing me the room key, she placed it on the counter. Then continued typing. I picked up the card, but asked that she hand it to me directly, instead of placing on the counter when I’m standing directly in front of she again threatened to call the police.
I understand that hotels have policies regarding credit card authorization forms and incidental deposits, My complaint is not about the policy itself. My concern is the agent’s lack of communication, dismissive behavior, and repeated threats to involve the police when I was simply trying to complete the check-in process. A little communication and professionalism would have prevented the situation from escalating. This was an extremely uncomfortable and disappointing experience. I’m a healthcare provider who stays at different IHG and Marriott hotels all across the country and I frequently come to Wisconsin on a regular basis to work at different hospitals and facilities. This is the first time I’ve ever experienced anything like this.
I have escalated this situation with IHG and I’m also Requesting that the surveillance footage from the lobby around 9:08 p.m on Tuesday July 21st 2026 through the completion of check-in be preserved and reviewed. Video may not include audio, but it could show how long I waited and her demeanor. I’m also going to file a complaint directly with the hotels owner Hardik Patel and managing company First Hospitality.
Update: DO NOT STAY HERE.
Based on how this situation was handled, it is safe to say that Nick, the manager, believes it is acceptable for employees to disrespect paying guests. An employee rudely placed my cards on the counter instead of handing them back to me, displayed aggressive body language, repeatedly slapped their fist into their palm, and threatened to call the police on me.As a guest, I expected professionalism and basic respect. Instead, I felt completely unwelcome. I will never stay at this location again ever. Gotta make sure that my colleagues also stay away from this location.

Nothing No Breakfast

friendly staff, great location, nice kitchen

I had a great stay and wanted to give a special shoutout to Lisette at the front desk. From the moment I arrived, she was so friendly, welcoming, and genuinely helpful. She took the time to answer my questions and made sure I had everything I needed, which really made a difference.

It's not often you come across someone who is both professional and personable, but Lisette was exactly that. Her positive attitude and kindness made me feel right at home. Thank you for helping make my stay such a pleasant one, I truly appreciated it!

Professional staff, cleaner than most, I will stay again.

I have been here for work for almost 2 months and I wanted to make it known that I am very well taken care of when it comes to my room being cleaned. Ofelia is my cleaning lady and she is very considerate of moving my bringing so she can properly clean my room. I don’t usually leave a mess in the sink but she cleaned up my dishes. These little things while I understand is part of the job should never go unnoticed because I’ve travelled a lot for work and I’ve seen how some cleaning services conduct themselves. I’m very appreciative of Ofelia and she does a great job!! Ofelia once again to reiterate her name and so she gets recognition for her care and integrity of her job!

This is very nice, clean, and the staff is very helpful and friendly. The housekeeper Dulce is awesome.

We have stayed here for years when we come to town always a great experience

All around good experience. Clean room, area felt safe, shopping close buy.

Excellent location for access to Kenosha. This hotel was really close to a Tesla Supercharger which was very convenient. Rooms were clean an tidy.

kamer groot met ruime keuken en badkamer gratis wassen en drogen van kleding

On a return business trip back to the area I was happily greeted by Ms. Madison. She was polite, professional and had patience with me as i had just finished a 16 hour drive and was exhausted. She made recommendations for late night meals and a quick over view of changes in the local area. It was a relief to be treated with such courtesy after a long drive.

Rooms are very spacious, clean and comfortable beds. I travel for work and have stayed at many places and I will always look to see if Candlewood Hotel is near by!!!

Great location and room. My husband and I traveled with our puppy on her first overnight trip. They made her feel right at home with a welcome basket and a nice dog walking area. Would highly recommend this location.

Location was good. Clean. Easy check in.
Was able to talk to someone at the hotel when I made reservations. Room was large. Appreciated having a kitchen.

Rooms were clean and ready. Great rooms, I would come back on next trip. Highly recommend. Upgraded suite was amazing specially if you want to cook.

Very nice location! They immediately make you feel at ease and “at home “, especially Madison: sooo lovely!

The location is convenient to the interstate and stores for my stay the Staff were friendly and the room was clean and set up great

Amazing staff that are understanding and patient even when you’re having a rough night. And if you run into any issues they are very quick to help fix the issue.