Candlewood Suites Richmond - West Broad by IHG

Clean, spacious and comfortable

Front desk very pleasant and helpful. Loved the outdoor lounge area. Outdoor lounge area needs cleaning

We had a great stay

Th3 kitchenette and bathroom was clean. Staff was friendly. Tired. The furniture was frayed and stained. Cooking pans were burnt and unusable.

Everything! My husband and I loved the outside area, especially the pool table. The staff is friendly and wonderful and helpful. Nothing, my stay was amazing and enjoyed my entire week there. I was sad to leave.

Disappointing

Nothing, my stay was amazing and enjoyed my entire week there. I was sad to leave.

I had a very good experience here. Only stayed one night. The property is a bit dated, but overall was clean and well maintained. When I first checked in, the room I was given had a nonfunctional television. However, the lovely gentleman at the front desk quickly addressed the issue & ultimately gave me a different room. It’s not fancy, but the room was comfortable, clean and very spacious. Very convenient location as well.

Where our room was located right next to the elevator was so loud. Woke us up all night hearing it go up and down. Beds were uncomfortable.

Close to the train station. Clean. Nice staff. Where our room was located right next to the elevator was so loud. Woke us up all night hearing it go up and down. Beds were uncomfortable.

Don’t go to this hotel; find somewhere else to stay, please. You have to pay for parking while staying there, and when I arrived, the room didn’t have a remote control for the TV. The staff had to come back to my room several times for about 30 minutes to change the channel on the TV. Then, on the remote, it said Netflix, but you can’t watch it because they were in the process of switching it over. I won’t be going back there; I woke up this morning to find charges on my account. SMH."

Exceptional

Complimentary coffee and tea downstairs. The coffee was good, but we had to keep asking for tea bags. We were close to the things we wanted to do for activities, museums and Carytown. UNACCEPTABLE - they started charging for parking. The parking lot is ample and had front and back. The lot was never full, it is not downtown and no amenities close by where other cars would be using their parking lot. This is a disservice to the paying hotel guests.

But for the price and 2 rooms good value.

There was’nt any

Easy access to areas in Richmond Parking charge/smell in hallways ? Pet smells? / tv didn’t work/bed wasn’t comfortable

Easy access to areas in Richmond Parking charge/smell in hallways ? Pet smells? / tv didn’t work/bed wasn’t comfortable

2.) Dogs barking half of the night. 3.) Card machine was not accepting my payment so had to use a debit card instead of CC. 4.) TV service is horrible. The remote barely worked and the internet connection was mediocre. Causing the TV to glitch alot. Will never stay at this property again when visiting Richmond, Virginia.

Clean

The stay was very pleasant

Comfortable vibes for me and the family

There was’nt any

Exceptional

Very good

Exceptional

Superb

The suite we had was beautiful. It had a kitchen net that came fully stocked with dishes and appliances. We found dog feces in our room and we did not travel with a dog. However, the staff were very accommodating and removing it.And providing me some credit.

We found dog feces in our room and we did not travel with a dog. However, the staff were very accommodating and removing it.And providing me some credit.

The location was convenient and check-in was straightforward. The overall condition of the property was disappointing. The kitchen sink handle was broken, the toilet was cracked, and the hallways and outdoor areas were dirty. There was also significant police activity during our stay that made our family feel uncomfortable and unsafe.

The location was convenient and check-in was straightforward. The overall condition of the property was disappointing. The kitchen sink handle was broken, the toilet was cracked, and the hallways and outdoor areas were dirty. There was also significant police activity during our stay that made our family feel uncomfortable and unsafe.

Room clean, good location, pet-friendly. Lots of trash on property I picked up as much as I could. Marijuana/weed smell on first floor of hotel. Weed vape use probably was employees - but hope not. Hotel MUST stop this incessant awful stink of weed smell in their hotels. It's also illegal. HUGE turn off for me, my wife, my family, my kids and most people I know. IT STINKS BADLY and cannot stand at hotels. PLEASE STOP THE WEED IN HOTELS NOW!!!!!!! WEED SMELL AND TRASH ON PROPERTY GRONDS. STOP THE WEED VAPING AND PICK UP THE DAMN TRASH ON YOUR PROPERTY

Nicest staff. Great everything.

The box springs on the bed were shot, so the bed squeaked every time you rolled over or sat down. The front desk was misinformed, and I ended up with a room that had a double bed instead of a sofa. Knowing this would have saved the cost of one the additional rooms I booked because I was told there were no rooms with two beds, only single king beds.

Spaciousness and room amenities are quite nice. The box springs on the bed were shot, so the bed squeaked every time you rolled over or sat down. The front desk was misinformed, and I ended up with a room that had a double bed instead of a sofa. Knowing this would have saved the cost of one the additional rooms I booked because I was told there were no rooms with two beds, only single king beds.

I never got to stay at the hotel they gave my room away after I already paid for it and now I’m waiting on my money back

Superb

Very good

I didn’t have any expectations for my stay here, positive or negative. I stayed just one night, as planned. Check in was efficient and they asked if I wanted to stay near anyone else since my family was also staying there. I stayed in room 709, top floor. The room was large and clean, no frills but well appointed. Lots of electrical outlets and good closet and bathroom storage for belongings not to be on the floor. The bed was comfortable though the pillows weren’t good for me (very flat). The problems I had in sleeping there was the very frequent loud noise from the elevator. It sounded like jackhammers in the distance and it was pretty constant. The AC was also loud and intermittent so it was hard to block out. The staff were friendly and nice but I hope the elevators and AC can be quieted!

These rooms far outweighed my expectations. There is a small kitchenette with minimal utensils that will meet basic needs during one's stay, including fridge, microwave, stove, cups plates, dishes etc. The facilities were great and free coffee is provided in the morning. Parking was easy and free, although I did notice that the hotel are starting a parking fee starting Monday 11th May 2026 of $7 per night.

Helpful staff.Good quality for money. New policy effective 5/11 $7/day self parking.

Great stay

Clean calm area. Mattress was hard

Pleasant

Very good

Clean calm area. Mattress was hard

Wonderful stay. Close to shopping. Staff are the best. Onsite laundry and gym useful. 1 bedroom King Suite with kitchen was perfect for my stay.

Love staying here.

Exceptional

Great stay as always. Convenient to my needs. Staff are lovely. Love that I can cook my meals and fi laundry here.

Wonderful place to stay. Staff are lovely. Rooms are great. Close to shopping.

Able to cook small meals in microwave and on hob. Staff are all friendly and lovely. I used the laundry too which was so convenient. Shipping is nearby as well.

Good

The photos glammed it up a bit more than reality and the whole place could really use a sprucing up but other than that the AC was cold and the bed was comfortable!

Good

Superb

This was a disappointing hotel. While the suite was spacious, the whole building smelled like dirty laundry or unwashed people, including our room. There were lots of stains on the carpet both inside and outside of the suite, and I suspect it is the source of the smell. The large stain outside the door of our room set the tone for the interior. The bed was hard and uncomfortable. The bedroom curtains do a very poor job of blocking out the parking lot lights, so my partner, who is sensitive to light, needed to wear an eye mask to sleep. The couch was a horror - filthy looking, and sunken. The caulking in the bathroom would have looked better if it had been applied by a blind person with a broken stick. We ran into friends who, surprisingly, turned out to be staying at the same hotel. We were all in agreement that this place gives flophouse vibes; "what a dump" was the phrase of the night. I am giving it two stars because the staff was polite and I didn't see any bedbugs or roaches. But I would not choose to stay here again unless the hotel has a major renovation.

I booked online, got their reservation was canceled because of over booking. The guy at the desk was very RUDE!

Location Expensive

Location Expensive

Exceptional

We love that this location was suitable for visiting our daughter as there are not many hotels near her home. It is so perfect for us because there is a little kitchen there for us to enjoy. Lastly, we have two small dogs and this is a pet friendly hotel! I didn't get a chance to use the gym but maybe on our next visit - we will be back!

We love that this location was suitable for visiting our daughter as there are not many hotels near her home. It is so perfect for us because there is a little kitchen there for us to enjoy. Lastly, we have two small dogs and this is a pet friendly hotel! I didn't get a chance to use the gym but maybe on our next visit - we will be back!

Exceptional

Very good

I never got to stay...

The front desk staff is very friendly and professional. The room was very clean and comfortable. This was a nice experience.

Perfect stay , spacious and very clean

Self parking. No security.

while spacious, the rooms were tired and not that clean. it just felt grimy. not comfortable.

Customer service good spirit of run down

We came down from New England and after 13 hours wanted a quiet space to sleep, the check in was seemless and we were very nicely greeted, well taken care. The stay was comfortable and quiet, with friendlly staff.

The room was fairly clean. It smelled of old cigarette smoke. The television in the bedroom didn’t work. The coffee pot didn’t work and there was some sort of a contraption outside of the bathroom (plugged into the socket) that hummed all night. Would never recommend this property.

Had a problem with the TV in the bedroom working but the TV in the living area was working but wanted to watch TV in the bedroom and I couldn't seems as though the cable wasn't hooked up to it correctly or either the HDMI was on the wrong setting but I could not change it because the remote didn't work as far as changing the channels or trying to get to the correct location

Location STAFF

We felt the staff was very friendly, and the location was perfect for where we were visiting at. We also liked how the lobby had a mini shop incase you forgot something, or needed a snack or drink. The beds could have been a bit more comfortable. Air controls were a bit difficult to change for us, so instructions on changing the temperature would be very nice.

I didn’t care for having to bring our own towels down to the front desk to exchange for new ones. There could also have been a few more toiletries for three people. Overall, we enjoyed the convenience of the location, the accommodating staff, and the cleanliness of our suite. The price was very reasonable, too! We would definitely stay at Candlewood again the next time we are in Richmond.

Good

Clean room free parking, excellent front desk staff was friendly. The location was great near everything from restaurants to supermarkets auto places. Sightseeing and places to go close by.

I liked the layout of the room. When we checked in our room was dirty. The floors in the kitchen were sticky and the carpet in the living room hadn't been vacuumed. We found dirty dishes when we went to use them. The bedroom door going into the living room wouldn't latch properly. We had to lift up on the door to get it to latch. The bathroom door had a whole in it from A fixture that had never been fixed. The bed was tge most uncomfortable bed I had ever slept in. I woke up every night in back pain. I was extremely disappointed in my stay.

Great location, just off Broad Street near I-64. A Denny's is next door. There is ample parking. This was our second stay, and we're likely to stay here when we're in the Richmond area again.

Very unlikely to stay here again.

Upon enter The room 315 , I spelled Clorox. I went into the bedroom and there was a bad odor in the room. I was given another room 513 and the mattress was hard and the bed board made a lot of noise.

Staff could have been nicer!

N/a

The staff here was questionable the Night Shift crew at the front desk, appear to be new possibly she was messing up reservations and check and very difficult to work with and unprofessional. Her name was Natroy?

Need to have breakfast

Loved everything

The shower pressure was a little off it will go on and off and it will go off completely while you're taking a shower and then you have to sit in the shower wet and wait for it to come back on so there is definitely a problem with the water pressure only in the shower

Like having a separate living area and kitchenette. The furnishings in the rooms need to be refreshed. Sofas and chairs are very worn and uncomfortable.

Our tv didn’t work first , the electricity went out in our room and they had to figure out why . Then this morning before checking out the water turned off mid stream while I was showering . The sheets had spots . No tissue in the room the day we arrived

I booked my reservation through Expedia. And I chose book now, pay at property. The day of my check in the hotel tried to run my card information without my knowledge and consent. I made 3 reservations for myself and other in my party, and they tried to run my card for all 3 before we had even checked in. And because the payment would not go through they cancelled the reservation. When I got to the hotel, the staff member said it was their policy to run a card to see if payment would go process. I stated I booked through Expedia and my payment should not have been ran until I checked in and I authorized any transactions. I have never had a hotel do that before. The hotel also had a bad odor. It was very stale and a scent of mildew. Our bed was very uncomfortable and squeaky. The room and bathroom did not seem very clean. The staff wasn't very knowledgeable of questions asked. This hotel was rated an 8 - very good, and from the pics it's looked like the rating matched. But I would rate this hotel a 6 - average. If I have a choice I would not stay at this hotel again.

We had two rooms. Room 512 had a nasty odor. It was very difficult to be in the room, let alone sleep. We kindly explained our situation to the front desk receptionist and she absolutely refused to change our room. We had not used the room or unpacked. She said the best she could do was have the maintenance man 'spray something'. She even told us that the hotel was not full but she could NOT offer us another room. We will never stay at Candlewood Suites again.

When the young man try to charge me 150 for dog fee and I know its that is not true . For 2 dogs 75 felt

If you are on business and need to stay for more than a couple days this hotel is ideal. The price is reasonable and the rooms have plenty of space.

Staff was great but the room was not. It looked like someone had been lying in the bed before we arrived, there were towels missing, the furniture was old and worn, and it was really loud outside the room. Will never return.

Dogs are welcomed for a fee

Besides a couple of small issues,

Clean, spacious, and very friendly staff!

Traveling on a last to Colonial Williamsburg. We had just left DC where we had excellent accommodations. We arrived and the lobby had what looked like wadded up paper on the mat at the entry. We met the front desk staff who’swas friendly and welcoming. The check in was a breeze. The hallways were dated and needed a good cleaning/vacuuming. The room was a suite with a separate bedroom and kitchen/sitting area. The bedroom had dirty Kleenex tossed under the bed. When I pulled the bed back, there was a long black hair on the sheet and what looked like a black ball of lint on the pillow case. I went to use the restroom and saw mold growing in the back corner of the shower. I went to sit on the hide-a-bed only to find white stains on the brown couch cushions. I have prepaid hotels.com many times for last minute bookings, but not again! These conditions would normally be a walk away situation, but since I had prepaid, I would have lost my money. I took some pictures then went to the front desk. They were very accommodating, never doubting what I saw. I explained that I would leave, except I had prepaid and would l lose my money. He said he would make it right. This room much cleaner except the hide-a-bed had the same problem. I was embarrassed thinking about my husband meeting his brother for the first time seeing that. I flipped the cushions over, they were worn, but not stained. Thank goodness they didn’t seem to notice.

The property was very clean and well maintained. I liked that there was a full kitchen and we had the option to cook and make our own meals.

Our room was very clean and had everything that was was stated in their description. The staff was very friendly and helpful!

Was great staying there. Had no issues with staff they were very helpful

Room was not cleaned to proper conditions, bed sheets were soiled and room still had trash bins full. Bathroom was not cleaned and when brought to the attention of staff they were not customer friendly. It was a struggle and professionalism was below standard. Do not recommend staying at this location.

Everything was good except one of the elevators wasn’t working properly

Property was convenient. Denny's within walking distance. Parking was available with good lighting. Bathroom was clean but washcloths had seen better days. Nice big refrigerator and kitchen. Mattress was very firm. Staff was friendly.

Clean room. Quiet building. Friendly staff.

The staff were nice, but the rooms were not ready at check-in time so there was a significant wait, there were a number of people in the lobby waiting. Some said they had been waiting in excess of an hour for a ready room. And, while I didn't really need it, the stove did not work in my room and I heard other guests share that their kitchen appliances did not work either.

Clean room , great staff, felt safe

Service was great. The property was clean, but a little tired.

Room was very clean. Kitchen had everything we needed! Would highly recommend

Room was very clean. Kitchen had everything we needed! Would highly recommend

Great space, great service

Great space, great service

The evening staff can improve their friendliness. I don’t know the man’s name but he wasn’t friendly at all. Maureen on the morning staff was so wonderful.

The evening staff can improve their friendliness. I don’t know the man’s name but he wasn’t friendly at all. Maureen on the morning staff was so wonderful.

Spacious rooms, convenient location

Spacious rooms, convenient location

Staff was extremely courteous during the current weather issues.

Staff was extremely courteous during the current weather issues.

Lovely room. Staff courtesy was consistently excellent

Lovely room. Staff courtesy was consistently excellent

The rooms were very clean as was the lobby and hallways. The staff were so friendly and helpful. Can't say enough about how good and kind they were to our family

The rooms were very clean as was the lobby and hallways. The staff were so friendly and helpful. Can't say enough about how good and kind they were to our family

Great staff. Great location. Large clean rooms. Only place we stay when we are in Richmond

Great staff. Great location. Large clean rooms. Only place we stay when we are in Richmond

The do not use king beds, they are short kings and also the bathroom kept flooding

The do not use king beds, they are short kings and also the bathroom kept flooding

Clean room and kitchen was nice definitely enjoyed my stay.

Clean room and kitchen was nice definitely enjoyed my stay.

Yes

Yes

Everything

Everything

Just okay. Stayed to be close by while visiting family. The first day, the room smelled overwhelmingly from the cleaning solution they use that we had to pry the window to get some air in. I was sick the whole day. The kitchen is arranged in a ridiculous manner which does not allow for a table and chairs when it could be. There is no reason for that massive fridge. The stove burner was almost impassible to cook on. Why would you have a coffee pot with no filter? Why only two forks, two spoons, two knifes? It was quiet. Having a laundry was great. But I’ll stay somewhere else next time

Just okay. Stayed to be close by while visiting family. The first day, the room smelled overwhelmingly from the cleaning solution they use that we had to pry the window to get some air in. I was sick the whole day. The kitchen is arranged in a ridiculous manner which does not allow for a table and chairs when it could be. There is no reason for that massive fridge. The stove burner was almost impassible to cook on. Why would you have a coffee pot with no filter? Why only two forks, two spoons, two knifes? It was quiet. Having a laundry was great. But I’ll stay somewhere else next time

We stay here once a month because my premature baby travels out of state for care at the children’s hospital. I requested a room with an extra queen bed and the front desk confirmed it three times, but we were given a room with a dirty cloth couch instead. Because of this, my son had to sleep in a chair. Around 2 a.m., while making a bottle, I found a large roach on the kitchen counter. With a premature infant, this is completely unacceptable. We will not be returning and will stick with the Residence Inn.

We stay here once a month because my premature baby travels out of state for care at the children’s hospital. I requested a room with an extra queen bed and the front desk confirmed it three times, but we were given a room with a dirty cloth couch instead. Because of this, my son had to sleep in a chair. Around 2 a.m., while making a bottle, I found a large roach on the kitchen counter. With a premature infant, this is completely unacceptable. We will not be returning and will stick with the Residence Inn.

Room stunk, towels were not clean. Room could have been cleaned much better.

Room stunk, towels were not clean. Room could have been cleaned much better.

The room was spotless, and the staff was courteous. We were thrilled with the room, where everything was in good condition, there was a desk, a couch in front of the TV, a kitchen area instead of just a coffeepot in the corner, and it really felt like a livable space. Thank you so much.

The room was spotless, and the staff was courteous. We were thrilled with the room, where everything was in good condition, there was a desk, a couch in front of the TV, a kitchen area instead of just a coffeepot in the corner, and it really felt like a livable space. Thank you so much.

Yes

Yes

Overall this was a great last minute stay for my family. The only issue was there weren’t enough towels in our room and to get some in time before check out was a small headache. But would absolutely stay here again.

Overall this was a great last minute stay for my family. The only issue was there weren’t enough towels in our room and to get some in time before check out was a small headache. But would absolutely stay here again.

Just a couple of issues but that staff fixed them at checkout

Just a couple of issues but that staff fixed them at checkout

I can’t tell you enough how great the staff was here. They were so friendly and quick. We will definitely be staying here again!

I can’t tell you enough how great the staff was here. They were so friendly and quick. We will definitely be staying here again!

Staff did not even acknowledge guests coming or going, head stayed down with distraction. The hotel location and parking were easy. The room did cover all of my needs for a short term Stay as a travel nurse and The room wasn’t “dirty” but it wasn’t cleaned, there was a used washcloth in the shower curtain during my first shower. Sheets were stained and the room Overall just lacked a real clean. However - the biggest issue with this hotel is the lack Of safety and security. Every night of my stay - there was a Party in the parking lot, music so loud that I was able To hear the full Lyrics inside. Adults screaming and on two nights of my stay there were actual Fights in the parking lot. The first - domestic that staff allowed to continue, ignored it, Until it came into the building at close to Midnight and woke most people up. The second night 3am a large group of people gathering. Arguing over a gun. The fight eventually moved across the street and someone was shot. As a nurse the biggest priority for me when traveling is sleep. YOU WILL NEVER HAVE A FULL NIGHT SLEEP IN THIS HOTEL AND WILL BE ABSOLUTELY INSANE BY THE TIME YOU CHECK OUT

Staff did not even acknowledge guests coming or going, head stayed down with distraction. The hotel location and parking were easy. The room did cover all of my needs for a short term Stay as a travel nurse and The room wasn’t “dirty” but it wasn’t cleaned, there was a used washcloth in the shower curtain during my first shower. Sheets were stained and the room Overall just lacked a real clean. However - the biggest issue with this hotel is the lack Of safety and security. Every night of my stay - there was a Party in the parking lot, music so loud that I was able To hear the full Lyrics inside. Adults screaming and on two nights of my stay there were actual Fights in the parking lot. The first - domestic that staff allowed to continue, ignored it, Until it came into the building at close to Midnight and woke most people up. The second night 3am a large group of people gathering. Arguing over a gun. The fight eventually moved across the street and someone was shot. As a nurse the biggest priority for me when traveling is sleep. YOU WILL NEVER HAVE A FULL NIGHT SLEEP IN THIS HOTEL AND WILL BE ABSOLUTELY INSANE BY THE TIME YOU CHECK OUT

Super kind stuff, excellent room.

Super kind stuff, excellent room.

Excellent

Excellent

Great room comfortable bed. Would have given five stars but no breakfast

Great room comfortable bed. Would have given five stars but no breakfast

Very clean, comfy beds. Staff at front desk were very friendly!

Very clean, comfy beds. Staff at front desk were very friendly!

Front desk staff is friendly and helpful.

Front desk staff is friendly and helpful.

Great stay at Candlewood... The staff was exceptional and they had the coolest outdoor area Grills, lounge area, and pool table. Love it there 2nd stay!

Great stay at Candlewood... The staff was exceptional and they had the coolest outdoor area Grills, lounge area, and pool table. Love it there 2nd stay!

N/a

N/a

Every thing was great

Every thing was great

Value for money. Had everything that I needed.

Value for money. Had everything that I needed.

Our room was nasty! Toilet had stains around it and the shower floor looked like it hadn't been cleaned in weeks. The furniture was scratched to the point that they tried to use furniture markers to cover the stains, but the color didn't match. The food looked more like a motel. I wouldn't stay there again.

Our room was nasty! Toilet had stains around it and the shower floor looked like it hadn't been cleaned in weeks. The furniture was scratched to the point that they tried to use furniture markers to cover the stains, but the color didn't match. The food looked more like a motel. I wouldn't stay there again.

The hotel had a distinct odor about it and the carpet in the room had a wet gross sticky feeling when you walked on it. Staff was very friendly. Room did not have enough towels for the 4 of us, only given 2 sets.

The hotel had a distinct odor about it and the carpet in the room had a wet gross sticky feeling when you walked on it. Staff was very friendly. Room did not have enough towels for the 4 of us, only given 2 sets.

just an overnight stay.

just an overnight stay.

Hallways and room smelled of smoke.

Hallways and room smelled of smoke.

Stayed here for 8 nights, room was clean upon arrival. Staff were very friendly and welcoming. There's even an outdoor lounge area to just relax or do grilling. Would definitely recommend

Stayed here for 8 nights, room was clean upon arrival. Staff were very friendly and welcoming. There's even an outdoor lounge area to just relax or do grilling. Would definitely recommend

Overall, our room was definitely not worth what I paid! The room was small & crowded, dwarfed by a king-sized bed, bath NOT accessible, only 1 chair, kitchen OK but no table/chairs, mattress squeaked/sagged, linens were thin and "pilled", TV didn't work, room smelled of mold & chemicals. It's the type of room I would have expected for less than $100/night, NOT $186!

Overall, our room was definitely not worth what I paid! The room was small & crowded, dwarfed by a king-sized bed, bath NOT accessible, only 1 chair, kitchen OK but no table/chairs, mattress squeaked/sagged, linens were thin and "pilled", TV didn't work, room smelled of mold & chemicals. It's the type of room I would have expected for less than $100/night, NOT $186!

As a result, we ended up having to put our daughter in the king-sized bed meant for us, while I slept on the couch after folding the sofa bed back up to avoid the dirty mattress. When we tried to get any form of compensation or even a refund, the hotel staff simply told us to contact Hotels.com, refusing to assist us directly. In short, the experience was frustrating and far below the basic standard of cleanliness and service that anyone should expect. I hope this review helps other travelers make a more informed choice and that the hotel management takes steps to improve their guest experience.

As a result, we ended up having to put our daughter in the king-sized bed meant for us, while I slept on the couch after folding the sofa bed back up to avoid the dirty mattress. When we tried to get any form of compensation or even a refund, the hotel staff simply told us to contact Hotels.com, refusing to assist us directly. In short, the experience was frustrating and far below the basic standard of cleanliness and service that anyone should expect. I hope this review helps other travelers make a more informed choice and that the hotel management takes steps to improve their guest experience.

If you reserve your room with a debit card they take THE FULL amount as a hold on day of checking in then also charge you full amount AGAIN once you check in, in person! They said the hold was reversed but I’m still waiting to get it back!

If you reserve your room with a debit card they take THE FULL amount as a hold on day of checking in then also charge you full amount AGAIN once you check in, in person! They said the hold was reversed but I’m still waiting to get it back!

The staff was very friendly and helpful. The location was great - very close to lots of fun sites in Richmond. Our room was a bit musty and the furniture was outdated, but the space was large and a good value for the area. The bathroom was clean and had plenty of hot water. We were satisfied with our stay.

The staff was very friendly and helpful. The location was great - very close to lots of fun sites in Richmond. Our room was a bit musty and the furniture was outdated, but the space was large and a good value for the area. The bathroom was clean and had plenty of hot water. We were satisfied with our stay.

Great place

Great place

Check in was pretty smooth after having my card charged the morning of my check in for a pay at property rate and not able to check in before 3 pm to a room that was clearly not used for some time. The dirt on the floor was that of a floor that had not been cleaned for some time

Check in was pretty smooth after having my card charged the morning of my check in for a pay at property rate and not able to check in before 3 pm to a room that was clearly not used for some time. The dirt on the floor was that of a floor that had not been cleaned for some time

Loved all the amenities offered

Loved all the amenities offered

Tv was bad. Staff would not replace it and refused to move me to another room.

Tv was bad. Staff would not replace it and refused to move me to another room.

Did the job, TV didn’t work and funky smell in the room

Did the job, TV didn’t work and funky smell in the room

The room has water in the living room area we can’t take our shoes off

The room has water in the living room area we can’t take our shoes off

I like every staff member I talked to was very kind and helpful.hotel room I stay at was clean but I did some “stray pack wraps” inside the dresser( I always check for hidden items). Some People was loud outside but they quiet down when it was time to sleep :) 3.5 star

I like every staff member I talked to was very kind and helpful.hotel room I stay at was clean but I did some “stray pack wraps” inside the dresser( I always check for hidden items). Some People was loud outside but they quiet down when it was time to sleep :) 3.5 star

Convenient but that’s it! Property and staff not up to par.

Convenient but that’s it! Property and staff not up to par.

While myself and my travel companions checked in late it appears that I was given a pet room. I have nothing against pets as I am a dog owner however, this room reaked of pet odor/urine. I was advised that the hotel was at capacity therefore I didn't attempt to change my room. I advised the front desk of this and was merely met with a I'm sorry you didn't enjoy your stay. The lobby furniture is worn and the elevators are dirty. Also my room light shade had a hole in it. This hotel should be avoided if at all possible.

While myself and my travel companions checked in late it appears that I was given a pet room. I have nothing against pets as I am a dog owner however, this room reaked of pet odor/urine. I was advised that the hotel was at capacity therefore I didn't attempt to change my room. I advised the front desk of this and was merely met with a I'm sorry you didn't enjoy your stay. The lobby furniture is worn and the elevators are dirty. Also my room light shade had a hole in it. This hotel should be avoided if at all possible.

property very clean and staff nice

property very clean and staff nice

The bathroom had tile broken. Hallways had trash in them. Room temp kept going back to 63 after it was set to 73

The bathroom had tile broken. Hallways had trash in them. Room temp kept going back to 63 after it was set to 73

Front desk is scamming peoples card. Unauthorized truncations we actually had to file a police report over 4 separate charges that were not authorized. Tried to give us a “recipt” that was just a paper with my name on and a credi card number that wasn’t ours. They knew what they were doing and kept saying our bank is the one doing these charges. Spoke with the bank, and now police are involved. Also room was dirty. And they had a problem not finding our reservation at check in even though I had proof of reservation, $200 hotel stay turned into almost $500. We had to lock our card to stop transactions. Even after checkout and left they were still doing charges on our card.

Front desk is scamming peoples card. Unauthorized truncations we actually had to file a police report over 4 separate charges that were not authorized. Tried to give us a “recipt” that was just a paper with my name on and a credi card number that wasn’t ours. They knew what they were doing and kept saying our bank is the one doing these charges. Spoke with the bank, and now police are involved. Also room was dirty. And they had a problem not finding our reservation at check in even though I had proof of reservation, $200 hotel stay turned into almost $500. We had to lock our card to stop transactions. Even after checkout and left they were still doing charges on our card.

Location and room size.

Location and room size.

Towels - dirty Staff - understaffed Early checkout times No pool

Towels - dirty Staff - understaffed Early checkout times No pool

A good place to stay. Clean, quiet and comfortable.

N/a

First I was given a room type that I didnt reserve. When I went back downstairs the employee said " oh, I just gave you what was ready right now ". Next he gave me a room that was smelly and the carpet was wet. I coould tell that there was an attempt to easing the smell by cleaning the carpet but it did not work. There was a mini fan blowing across the carpet trying to dry it when I went into the room. I had to hold on to the wall to keeo from falling because stepping off of the carpet onto the hard surfaced flow was like walking on ice. If it wasnt too late I would have canceled that room and looked elsewhere....I was extremely disappointed.

Hotel needs to be modernized. Outdated amenities. False advertising on room appearance.

Easy and convenient, friendly staff.

The manager was the best of the best! Very helpful and extremely accommodating. We would come back to stay just because of him.

I also had an issue with the TV in my room, and Nick didn’t hesitate to come help me get it working. Thanks to him, my children were able to watch TV and feel more at home. Nick truly stole the show with his kindness, patience, and professionalism. After talking with him, I felt completely at ease and confident that I made the right choice in staying at this hotel. Thank you, Nick, for going above and beyond!

Clean

The room was not as I expected. The bed was very uncomfortable. While the room itself seemed clean, the main areas of the hotel did not.

Clean..Cozy and Spacious. Will come back

Given key to occupied room. Hotel was in very poor condition

The wash rags and towels were not stocked properly and glasses had oil stains

Our first room stunk so bad! There was something dead in the garbage disposal, but i notified the staff and they fixed the situation immediately without question. Maintenance was in the room almost immediately to fix the problem. Meanwhile, we got moved to another. The service and staff were top notch!

I was charged a $50 deposit that was never mentioned in the details on the listing. I also never received my deposit back. Also there was little to no toilet paper in my bathroom.

The bathroom was pretty dirty. There was definitely some brown matter sprayed on the wall near the toilet. The buttons on the elevator were broken and I’m not sure what was underneath, but it was brown and looked very unsanitary. There was an overall stench. It’s definitely worn down and rundown..

Not informative at all, tried to reschedule reservation but kept getting the run around.

On a positive note, the suite was a decent size and overall, I did enjoy my stay. However, someone pulled the fire alarm when there was no emergency, which felt like a prank. Also, the mattress wasn’t very comfortable—something I usually don’t experience at IHG properties.

Everything was excelente 100 stars

The most horrible experience ever! People were screaming and fighting in the hallways and kids were running back-and-forth at 10:30 and 2 o’clock in the morning. I had to call downstairs and was just about to call the police. It seemed like a halfway house for the homeless!

good

Great location for a nice hotel. Highly recommend if you want a handicap accessible room.

The staff were friendly and verey helpful.

We had a wonderful visit. The room was perfect with an extra bed in the living room.

My experience was good. No bad rating

Very clean, well stocked kitchen. Wash cloths were missing, mattress had permanent dips in each side, so not very comfortable, there was a knocking noise each night for which we couldn't determine the source, and people outside smoking pot which wafted into my room through the AC unit.

Plenty of room

i was only 4 hours

Our favorite place in Richmond. Stay here 7 times a year.

Excellent property/peaceful and convenient.

Didn’t revive the right type of room but we adjusted, everything else was fine, no hot breakfast or complimentary fruit or anything either

What you see online is not what you get the furniture are old and building need updated and the carpet smell and the room have a dirty smell the hallway smells overall the staff is very nice also the linen are very discolored I would never stay there again

Spacious and well maintained.

The staff was friendly enough, and the set up of the suit room was good for our family of four. However, the hotel has a linen problem. They provided only 2 towels for 4 people. We went to the front desk and asked for two more towels, and they said we’d have to try again in the morning. Additionally, the sheets had stains. I think (hope) they were clean, but they didn’t look like nice new sheets. Additionally, the AC was oddly loud— sounded like an airplane landing. It kept my 18 year old up all night.

The stay was excellent!

Not to bad. Clean. Stove however in our room didn't work.

Great location for Scott’s addition.

Hotel staff were very friendly. Hotel is slightly outdated. Our room was clean with very minor issues. I would stay again .

Stay

Great service

Clean, comfortable, convenient hotel. Everything we needed for a long weekend. Staff were helpful, they were a hard working, friendly crew. I would recommend if you like casual digs, and don't require luxury and you appreciate the basics.

Toilet tank was broke and had water leaking furniture on the bathroom what damage The chairs were damaged and broken. Three of the four lamps were broken. The bulbs didn't work. Thank god it was for one night only

The hotel is more or less ok, but is does not look like the management is taking a close look at things - our toilet paper holds was hanging on the wall by a thread, the door of the room across the hall from us was damaged and did not look good, the doors are super heavy and close with a loud crack. The lobby is bare minimum and the drinks and food fridge look like have stuff that sat there for years. I wanted to use the coffee pot in the room but it was stuck to the machine and I did could not pry it away. Will jot be staying there for sure anymore

Nice apartment type room. Beds were terrible, hard as a rock.

The smell of cleaning products and disinfecting products was overwhelming both in the lobby and in our room

Very clean and easy to get to

The hotel definitely needs some updates. I wouldn't say it was the cleanest place I have ever stayed. The couch was stained and we covered it with sheets and blankets to sit. The desk chair was sticky and also had to use a sheet to sit on the chair. The carpet smelled like urine (I am guessing because they allow pets). I purchased carpet deodorizer to manage the smell since they only do housekeeping weekly and no one cleaned until day 6 even though I requested sooner. I won't stay at this hotel again. It served it's purpose for work but I'll request they place me somewhere else when I return to the area in a week

Dirty

Convenient location. Nice area. Dennys in the parking lot next door.

Didn’t give me the room I booked.

Stay was very nice. Quiet, clean, and service was excellent. No concerns at all.

Overall nice property. My couch and chair in my room needed to be replaced.

The hotel staff was polite and professional. Our room was clean with all the necessary comforts. The only thing I didn't enjoy about my stay was being on the same floor as a barking dog. I have pet allergies, so I will not stay at this hotel in the future.

Some noise from elevator and noisy guests in hallway

It was easy to check in, the staff were nice and accommodating, and it’s a good location (nearby a lot of locations).

There were roaches and we couldn’t sleep due to noise. It was not clean. The place needs to be renovated and our room did not look like what was advertised. I don’t know if we just got the worst room in the place but we would not recommend this hotel.

Staff was great! We’ve stayed here multiple times and always a pleasant stay

Just a nice hotel

Floors were not vacuumed in our room and we had no hot water in the shower. Stayed here to be close to hospital for surgery and ended up having to take a cold shower before going to hospital. Very disappointed!!!

Apparently there was new staff at the front desk that was not properly trained although she was nice and I was being patient it was really unprofessional that she had to keep calling someone on the phone to figure out what to do over about 30 mins to check in

I enjoyed my stay but I cannot give it a 5 star because you get what you pay for. They did not have continental breakfast which I thought and also the bathroom was clean but no clean towels. Bedroom was nice the mattress was comfortable but it was hair that wasn't mine all in the sheets in one of the 2 beds.

The only negative is the hallways to the rooms, exiting the elevator the wall was scraped and busted could use some paint. I’d stay again regardless of this.

Pictures are much different that the property

When in Richmond, we always stay at the Candlewood and would always recommend staying there.

We spent 3 nights here and it was perfect. The hotel was close to the family we were visiting and the price per night was great. It was quiet and the parking was plentiful.

Everything was good, except for the water cutting off multiple times for hours on end. Couldn’t flush toilet, brush teeth, or shower. A deal breaker.

Additiinally, I turned the heat up and heard the compressor click on BUT a few mins later COLD air was coming out. Lastly I did NOT like the long strains of hair on the left side the bed.

great qulity and plenty of space in the suites

It was cool! I'll be back

Comfortable beds and welcoming staff but lacking in cleanliness and some services.

Clean, roomy, big fridge, safe

The shower was bot working in the room i stayed in, otherwise it is good

N/A

Cons: The floors could have bern cleaner. The furniture is dated and we could not control the room temperature. The area is meh.

all was good

Everything was great but would Like'd to have some kind of breakfast in the morning

Great location large rooms great amenities

We have stayed here many times over the years. It's just a good mid priced hotel in the middle of all the places we like to shop and eat. Austin at the front desk has been there a long time and is always very kind and provides excellent customer service.

My stay at this hotel was overall pretty good. The only issue besides the room being a bit dated was the hot water pressure. At times the water would not come on at all. I reported the issue to the Manager, Emily, at the front desk and she was aware of the issue that was being addressed. Additionally, for my inconvenience, Emily agreed to refund 20% of my total charges for my 9-day stay! This was fair and I would definitely stay here on future trips to my hometown!

Very large and spacious, well kept. Wonderful check in

It was comfortable and clean! Staff was nice!!