Candlewood Suites Roanoke Airport by IHG

This review is entirely for their handling of a maintenance problem. Myself and several other guests were affected by a room lock issue. Right from check in, our keys did not work no matter what the front desk did. I was told that Maintenance would work on it ASAP. No one checked in with me to give me updates. I found out at the hotel restaurant/bar that another lady had complained so they moved her to a new room with keys that worked. The same thing for another man who had the issue and asked to be moved. They also told me that they were told Maintenance had “left for the day” and no manager was available to come provide support. That’s terrible leadership. Switching rooms was not offered to me, so when I went downstairs at 4 AM to get something from my car, the overnight person (who hadn’t been told about the issue) had to let me back into my room. I could not do laundry that I needed to do because that would have required me getting them to unlock multiple doors, multiple times. Same with the gym. I wasn’t offered anything for the inconvenience, just made to feel like someone whose experience they could not care less about.

As much as you pay for a room, having to pay extra for parking and breakfast was disappointing—especially since the breakfast was not good at all. They also do not accept cash, which should be made clear ahead of time. The biggest issue was the check-in experience. The receptionist who assisted me did not seem knowledgeable about accessible rooms. I specifically booked an accessible room because I needed an open/walk-in shower. She repeatedly told me that I did not book an accessible room and claimed the hotel did not even offer those types of rooms. My reservation clearly stated otherwise. We went back and forth for about 10–15 minutes before she then tried to blame the third-party booking site, saying it booked me for a hearing-accessible room instead—which was not true. She also insisted that what appears on third-party websites is “not real” and not connected to their actual availability. After all the confusion and unnecessary back-and-forth, she finally stated that my room did in fact have a walk-in shower. However, when I got to the room, it was not a hearing-accessible room at all. Other issues included terrible Wi-Fi, no fresh towels or washcloths provided during the stay (apparently you have to request them, but that should have been explained at check-in), and for a suite, there was only one tiny trash can in the bathroom. Overall, this was a very frustrating experience, and I will not be spending my money here again.

I’m so pleased to be in this hotel, even though our driving to VT is little far. completely recommend them.

Great hotel, great price. Enough space. We LOVED the full refrigerator. AC wasn’t as cool as it should’ve been but tolerable since it wasn’t as warm.

The suite was very clean and accommodating at a fair price. Staff was professional and very friendly willing to accommodate. Breakfast was delightful and filling.