Candlewood Suites Richmond Airport by IHG

Good price. Close to the airport. There is no food or restaurants walkable from hotel, just a small concession stand in the hotel lobby. The elevator was broken.

After checking in, we found we could not take elevator back downstairs. We were told we have to call front desk and they would go press the elevator button to send it up to our floor. We then asked about a shuttle to airport the next morning, and were told that their shuttle is broken. On top of all of this, the customer service was lacking. Overall, this is a very poor, rundown, hotel that needs a lot of revamping.

The Elevator was broken , had to walk up to 3rd floor!!!!

When elevators are not properly serviced and maintained it makes every guest very unhappy. Hauling all your stuff to the 5th floor is not a pleasurable trip. The air conditioning was not near cool enough for our liking.

It would have been great if the guest laundry room have had all the 4 washer machines working instead of one. The bus shuttle was not available to provide the service.

Everything was great minus the elevator being extremely slow and parking close to the entrance is minimal.

We have been coming to the hotel for at least 6 years during Labor Day weekend for a softball tournament at Dorey Park the hotel is convenient to the park and grocery stores. However each year seems to get worse. Only one working washing machine for guest and also for the workers. I learned this when I asked for clean towels we were told we would get them and never did. We used the patio and asked for it to be cleaned to only be told the exterior worker was off so we had to empty the over flowing trash clean the tables and sweep the floors Not certain we will stay at this location next year.

The room/kitchenette/bathroom were very clean and pretty large compared to other hotels at this price! The only complaint I have is that the elevator took forever. I was concerned we'd get stuck in it a few times. Both key cards were deactivated on the second to last day of our stay, even though we kept them away from our phones.

This is an airport hotel and it is 1.5 miles from the airport. If you are staying at an airport hotel the MOST BASIC service is transportation to and from the airport, but they DO NOT have and airport shuttle. I called the hotel upon arrival and they said, we stopped the shuttle because of COVID. The next morning the front desk guy said, it does not run until 9:00 am. What?? So it was a $16 UBER ride to the hotel. I needed to get back to the airport in the morning and that ride was $60! Do not stay at this hotel unless you have your own transportation. A total fail as an airport hotel.

Room had terribly soiled carpet and questionable linens on the bed. The elevator was not working properly.

Room wasn't ready per the checkin time. Black mold on the walls near shower/tub

Horrible!!! Would never stay here again. Not so clean! A lot of activity!! No towels!! Garbages outside I overflowing. Just a horrible stay and will never stay again!!

The lobby was clean, but the elevator was consistently dirty and there was often garbage and empty beer cans in the hallway. The room also wasn’t very clean. There were clumps of dirt in the bathroom and the carpet looks like it wasn’t thoroughly vacuumed.

Staff was wonderful as usual. Room could have been cleaned better. I stay at Candlewood every time I fly out from Richmond. The rooms have always been spectacular. This time around the microwave had grease. Fingerprints all over it. The inside of the microwave was dirty. The room had a horrible smell to it, did not smell clean. The bed was clean, perfectly made. The mirror in the bathroom was cleaned with a dirty rag so it had smear marks everywhere. I stayed in room 217. Overall my stay was good housekeeping needs to be more mindful of their cleaning.

Room was dirty and noisy. Many bugs, mold around bathtub and surrounding area, refrigerator extremely loud with filth behind it.

On arrival no staff present at desk with two guests waiting to check in ahead of me. One staff person did show up eventually and then a second who said she didn’t know people were waiting. However these two staff people were friendly and nice to work with. First room I checked into, 318, looked neglected and the heating unit not working properly. The room was in general disrepair. Changed rooms to one where the heater did work, 322, but… there was a lot of mold in the shower, bugs in and on the toilet, and a roach on the kitchen wall who disappeared behind the broken outlet cover near the sink. Room had some dents and dings but that is ok for a one night stop as I’m passing through Richmond. If my travel plans call for me to return to Richmond I will not return here. I know I don’t book The Ritz, but this place just felt dirty and kinda gross.

While bed linens were clean, the room was dingy, worn looking. Hallways, elevator were dirty and smelly. Entire facility needs a coat of paint and deep cleaning ASAP.

Room 322 has mold in the shower, ants and other bugs near and on the toilet, and a roach on the kitchen wall, who saw me and decided to go inside the broken outlet cover near the sink. The refrigerator was extremely loud when the compressor kicked on, I’d guess you’ll be replacing that one soon since it is a matter of time before it stops working. Staff was absent on my arrival but eventually showed up to find me and 3 other customers waiting to check in and one person wanting to purchase some drinks. The staff were very friendly and nice people.

Very bad smell for smoking

The front desk when we got there was very pleasant. The smell as you walked in was horrible smelled like animal urine. In the elevator it was stained with dogs spraying on the stainless steal. We said something to the front desk and they just kind of laughed it off and rolled her eyes, but when we came back, it looked like they had been attempted to be cleaned up, but it wasn’t. It looked like they just mopped the floor when they needed to take some effort on the stainless steel above. Then when we got into the room, the recliner and there was broken, could not lean it back and the remote control back was broken, and the lamp on the side table was very very wobbly. So when I went into the bathroom, the toilet was clean sink was clean, shower not sure if it’s stained, but it looked dirty and then around the floor. I took a toilet paper and wiped along and there was a whole bunch of black nasty stuff that obviously wasn’t clean. I checked mattress for visible bed bugs saw none. The hallways smelled like animal urine too. You could just tell that there was not a lot of care and detail in cleanliness. Our stay there was very short. We just needed a place to sleep because my husband was going to the airport early the next morning we left at around 4 AM. I did not get any sleep. I thought it would be OK since it was a Candlewood Inn and suites. I do not recommend.

Check-in went smoothly, and I found my room to be clean, comfortable, and quiet, which I appreciated. Unfortunately, the rest of my stay was far less positive. The TV in my room did not work, and when I called the front desk, I was met with little help. The staff member admitted he didn’t know what to do and suggested I “try what I can.” Later, I was told by another employee that the TV in my room (217) had not been working and that I should never have been checked into it in the first place. Yet, I was not offered a new room. Towel service was another disappointment. On multiple occasions, we requested fresh towels. The first time, we were told to bring our used towels down, only to be informed that no clean bath towels were available. My wife was literally in the shower waiting for me to return with towels, and all I was given were three hand towels with an apology. On another occasion, I was promised towels by morning, but by checkout time, they never arrived. Overall, I was left frustrated and uncomfortable with how the issues were handled. I don’t believe the staff meant to be unhelpful, but it was clear they weren’t equipped to resolve problems or provide basic guest needs. This made my stay far from enjoyable. I would appreciate a manager reaching out, as I expected much better service.

Bed was probably the softest, spongiest I've ever slept in. When you got up, the mattress stayed depressed, sunken in. If I'd thought to try it out when I first unpacked, I would have asked for a different room. Woke up with a backache. Not a good choice. Hotel is clean and the staff are friendly, but the furniture in both rooms I stayed in was really beat up.

This was a great place to stay when I was in the area for one night. The room was extremely spacious and comfortable. There is a large shopping center a quick drive down the road with a ton of food and shopping options. I was able to pick up a few toiletries I forgot from the local Target before grabbing some dinner.

The refrigerator was very loud. Also the air handler smelled bad when the heater kicked on.

Room was fully equipped with all the amenities. Nothing was missing. Clean, organized, modern. Well designed with plenty of space. I really liked the reclining chair and the work station. Hugh fridge and microwave. Kitchenette had all the utensils. I could stay in that room for a long time. Probably the best outfitted room I've stayed in.

First off, our tv was broken. The sink’s water pressure was very low and our AC unit was motion-censored and kept cutting off during our sleep. Concierge was nice enough to find us another room but we still had to deal with AC cutting off in the middle of the night due to us sleeping without moving. Overall, not the most comforting stay but I do appreciate front desk for doing what they could to make up for the rooms’ mishaps

This was a business trip. The room was clean, comfortable, and quiet. The only problem I had was the internet signal wasn't the best. Not sure if it was because the hotel was close to the airport or the rainy weather. Luckily, it was a short stay and I didn't need the internet often on this trip.

Front desk with friendly the problem was there was a motion detector on the air conditioning we go to sleep the air conditioning multiple calls downstairs and trying to fix the motion detector … no luck.. try talking to the manager several times was never in would’ve been a decent experience with absolutely horrible because of the air conditioning situation. Nothing like being drenched in sweat instead of sleeping

Nice spacious clean room. Non-working HVAC, front desk unresponsive. Can easily hear people above you. Airplane noise, did not provide earplugs.

One side of the bed had a large indentation. There was no coffee pot in room.

Check-in went smoothly, and I found my room to be clean, comfortable, and quiet, which I appreciated. Unfortunately, the rest of my stay was far less positive. The TV in my room did not work, and when I called the front desk, I was met with little help. The staff member admitted he didn’t know what to do and suggested I “try what I can.” Later, I was told by another employee that the TV in my room (217) had not been working and that I should never have been checked into it in the first place. Yet, I was not offered a new room. Towel service was another disappointment. On multiple occasions, we requested fresh towels. The first time, we were told to bring our used towels down, only to be informed that no clean bath towels were available. My wife was literally in the shower waiting for me to return with towels, and all I was given were three hand towels with an apology. On another occasion, I was promised towels by morning, but by checkout time, they never arrived. Overall, I was left frustrated and uncomfortable with how the issues were handled. I don’t believe the staff meant to be unhelpful, but it was clear they weren’t equipped to resolve problems or provide basic guest needs. This made my stay far from enjoyable. I would appreciate a manager reaching out, as I expected much better service.

Nice and friendly staff

Customer service was outstanding

The stay was okay the man that checked me in and out was a very rude person

I booked my room and it was pretty easy.My actual room was clean however, the icemaker was not working properly. I reached out to the front desk and after the 4 time callling, a gentleman answered. Informed of the issue with my icemaker. He stated that he would check it out. Ended up waiting an hour& then went to the front desk(i just had surgery on my foot and was wearing a surgical boot so, to have to go to the front was a huge inconvenience. I also informed the gentleman that, the AC was not working. I had to visit the front desk 6x. Finally front desk person came with me to my room. Did not want to assist with icemaker. We put water in the thing and he advised to wait 2hrs. I waited 2 1/2. Still no ice. Went back to front desk and was told in regards to ac, they had no room place me in and I may have to lodge at a different hotel. He did tell make sure that I adjust the cord in the wall if it happens again. In regards go the ice maker, he gave me the universal key to check a room on floor below about making the ice. We went back to my suite and although the air was correct from prior hack, prior to that, i requested that he contact maintenance. He said he would but they wouldn’t be able to assist until next day. there was still no ice. Front desk rep stated that they would come back to check in an hour. Front desk rep never returned and upon checkout, the icemaker was still not working. I did speak with the manager the next day. Stated he’d reach to me. Refund

The front desk people are lazy and incompetent. There are other hotels very close by.

Tiffany the manager on duty was outstanding - responsive, cared about my concerns and addressed them quickly and fully

Customer service or attendees at the front desk were terrible. Their attitude stunk for no reason. They need to take a class and customer service on how to speak to people in general other than that, the rooms were great. The gym could use workable equipment. Overall, the stay was great. Please have better customer serving people. All it takes is you to talk nice and with respect to people whether they are like you or not it doesn’t matter respect is something that all our taught and all should give just as it’s given to you.

First got there was greeted. 1st room was not clean, return to deak and they correct it with no question asked nor fussing. Everyone of the staff I saw was very happy. I will return again.

After informing the front desk staff that we’d be arriving after midnight there was no one to greet us when we arrived. We literally sat in the lobby for over 30 minutes waiting for the front desk rep to show up. Once she did there was no apology. She just told us she had been at Sheetz. To add insult to injury when we got to our room finally there was no soap or lotion, and the water never got hot. I’d suggest passing on this one.

Good price. Close to the airport. There is no food or restaurants walkable from hotel, just a small concession stand in the hotel lobby. The elevator was broken.

Overall it was ok. It is near an airport but I didn’t hear the planes late at night. You need a car or Uber to get to decent food.

Convenient, safe, clean and close to the airport

Near the airport so great for a late night arrival.

This hotel is tucked into a quiet area near the airport. There are restaurants and a grocery store within a mile. The rooms have a small kitchenette and are clean and comfortable. I am a repeat customer .

Quiet, clean easy parking, good location

It’s very convenient to restaurants and stores.

Nice hotel right by the airport. Quiet and close to a lot of amenities.

This hotel is very convenient to the airport. It was quiet and quite comfortable.

I stayed one night because I had an early flight. The hotel is at a very close distance to Richmond airport. There is a Wawa very close by where I had stopped to purchase a sandwich before arriving at the hotel.

This hotel looks like it is being renovated, at least the lobby. Queen bed riim was nice setup. However for the price of the stay, the should offer complimentary breakfast and they do not.

My rate was supposed to include breakfast which is one of the reasons I chose this hotel. I was informed at check in the hotel does not have breakfast.

Smelled stuffy and humid like a heated pool is inside as soon as you walk into the lobby. No breakfast was available per the front desk, but there was a small store inside.

Average hotel, indifferent staff. No real breakfast, waffle machine with a few bananas and muffins.

Convenient location, well maintained exterior, clean entrance and lobby, professional and friendly staff and easy check-in, room immaculate and well equipped, furniture in very good repair, bathroom and actually entire room super clean, wifi great, nice kitchen. Downsides: for the price it should have breakfast. I’ve stayed in several nearby places and they offer it. But this had a kitchen…so. But I won’t stay there again just because I need the convenience of breakfast on site that I don’t have to cook. Hmm..parking is tough, I had to look hard for a spot and found one around back, but had to walk to front of building in the cold to enter building. And, elevator was out so I had to walk to the third floor. Overall, a 4 out of 5. But very nice.

We felt very safe at the property - it was clean and convenient. We just wished it offered breakfast but it was very close to restaurants etc.

Upon arrival, the staff member was courteous, attentive, and accommodating. There was a seamless process to get my room keys and squared away for the evening. If there’s any negatives, it was only that there were dead ladybugs smashed on a few of the walls as well as on the floor. Lastly, it took them a while to replenish the hand lotion in the room as I requested it around 6 AM and it wasn’t rectified when I returned at 11 PM later that day. It is not worthy that while they say breakfast is included it is a very poultry selection and it is mainly for purchase outside of tea and coffee. Luckily there’s a Cracker Barrel not far from the hotel so you can get a satisfactory breakfast there.

It doesn’t come with any complementary breakfast. Coffee and creamer is usually out. You have to pretty much do the housekeeping job for the housekeeper, always short staff

Liked the kitchen. Did not like prices in market.

Didn't like there was no breakfast services