I recently stayed at this hotel on a trip up from Virginia Beach and I have to say it was the worst experience I have had staying at a hotel. I made the reservation a while ago and specifically asked to be in a non-smoking room because I have two kids. We arrived at the hotel around 2am tired and ready to get some rest. When we arrived, the man at the desk told me they didn't have a reservation for us. When I gave him our confirmation number, he informed me that our reservation had been canceled due to our credit card declining earlier in the day. I recently had gotten a new credit card because the one I made the reservation with had been stolen a couple of days before. I asked him if there was a phone number attached to our reservation and he read it back to me confirming there was. I was NEVER contacted for a new card, instead they just canceled it and gave our room away. I asked him why I was never contacted before they canceled it and the other lady, I believe her name was Judy, told me they did not do that. I work for an IHG hotel myself and we NEVER just cancel someones reservation without contacting them first. NEVER! Hotels like this Candlewood Suites do this in order to make sure they make their money. THEY DON'T CARE ABOUT THE GUEST! When all the hotels in the area are sold out or have more business then they do, they run through their arrivals list and start authorizing cards WITHOUT YOUR CONSENT and if your credit card declines for whatever reason, they cancel your reservation. ALL THEY CARE ABOUT IS BUSINESS! IF YOU DON'T CARE ABOUT YOUR CUSTOMERS THEN GET OUT OF THE CUSTOMER SERVICE INDUSTRY!!!
- Glen Allen Candlewood
- Glen Allen Candlewood Suites
