On 3/31/25 at 6pm i called to make reservation for my family to stay 4days 3 nights at the Holiday Inn Resort by IHG. The CSR Crystal did NOT know her job at all! I kept having to ask if the water park was included in the total cost ( yes ya sure), pay at time of stay placed on hold for her to return and again say ( ya sure!) fully refundable? Placed on hold again returned to say ( ya sure) again asked are you sure? CRYSTAL advised yes she was sure. Is the breakfast included and if not do we just set it up when we arrive? Crystal advised that we would set that up when we arrived. That was the ONLY TRUTH that came out of her mouth. Today i have an alert on my phone that they did in fact charge my card after assuring me that i would pay at the resort at check in! So i called and 1st spoke to Jodi where i was very soon connected to Ann from Ann after telling her what was going on i was told it was non refundable. I then explain that I was not going to take this type of SCAM from their business that i would contact The Better Business Bureau, social media and my private attorney that they did not receive my authorization to withdraw said fund of + 302$. At that point she placed me on hold for approximately 5 minutes ( i now have been on the phone for like 25 minutes. When she came back on the phone she advised the reservations and been cancelled without any FEE'S! ANN stated that she was glad that she could help and thanked me for my time. I then advised her that the funds were NOT back in my account. ANN at that time advised that it will take 3 to 5 business days to be deposited into my account. ( again SCAM) I said well it sure did NOT take you 3-5 days to withdraw it now did it? At that time I requested to speak to a Supervisor that might be able to assist me. SOPHIE was the next person to get on the phone. Once again i had to explain everything that had transpired. She was no help at all. I was still wanting to stay at THE RESORT but on the terms i had been told i was getting. They would not even discuss this to me! She advised me that i could call and talk to the Resort itself at *******437 and choose option for front desk, I DID! Jasmine was the CSR that answered the phone and I requested to speak to the Manager. Jasmine was very reluctant to connect me to a manager. At that point I was placed on HOLD again and then ARNIE the "Manager" spoke to me and advised there is nothing that he can do for me! I WILL NEVER BOOK WITH IHG AGAIN. I HAVE CONTACTED AND MADE COMPLAINT WITH THE BETTER BUSINESS BUREAU, WRITTEN THIS REVIEW AND MAKING A POST TO SOCIAL MEDIA! MY CASE NUMBER WITH IHG IS #*******413 TO VALIDATE THIS COMPLAINT VERY UNHAPPY BRENDA DOWIS

Absolutely would NOT recommend this place to stay. We were needing an extended stay hotel due to an emergency and I found Candlewood through booking.com. At first it seemed like everything was going to be good. We were greeted by the front desk manager who is super sweet and she got us checked in.
The next morning is when things took a turn for the worst. There was a different woman at the desk named Jerika who locked my bank card up while running my card through their system so many times back to back the bank froze it as a security measure. When I told her that's what happened and I'd need to speak with the bank to unlock my card she got very nasty with me. The outgoing General Manager JR was wonderful in helping get that fixed.
Everyday I continued to have billing problems with this place, including them billing me 3 separate transactions for the same night stay and also applying my payment to my room. They applied my payment to someone else's room! When I brought it to their attention that I was having duplicate and triplicate charges on my card the new General Manger Jessica and the day person Jerika got very nasty with me and did not want to admit my payments were being applied to another room.
The evening woman Misty was so helpful. She gave me all my receipts so I could go through all the charges to my card and figure out why they were not going towards the room we were staying in. She was a great help in getting this info to Sharon the desk manager. However the GM Jessica did nothing to address it and instead said she would allow us to extend our stay any longer and told Jerika if I tried to renew it 'tell them we're completely booked' which wasn't true because while I was standing at the desk they took a walk in for a room with no reservation.
The entire time we were there Jessica and Jerika would continuously come to our room door and harass my teenage daughter and even scaring her. It got so bad my daughter wouldn't even leave the room if I wasn't with her. I brought this up with the desk but they just retaliated against us and gave us 30min to leave.
After speaking to some of the hotel guest I also learned that Jerika was giving additional discounts on rooms for her friends or people she really liked. I even saw a few of their receipts to prove it.
Overall the week we were here was a nightmare. Don't waste your money because the new GM is awful and favors certain guest over others and if you're not one of them they find ways to not allow you to renew your stay.