Do not stay at this hotel.
Posted Sep 15, 2016
Candlewood was my preferred hotel when staying Jacksonville. This last experience has now changed my mind completely. I ended up leaving a day early and when I asked about the refund, the front desk clerk (not Ms. L.G.) told me to ask Expedia. I get home, contact Expedia, who contacts Candlewood, Candlewood then says I spoke at length to a Duty Manager, Ms. L.G, about 3rd party booking and agreed I would not be getting a refund. I never once spoke to Ms. L.G. I then sent an e-mail to IHG, owners of Candlewood, who looked into the matter. They then doubled down and said Ms. L.G again told me at length about their policy of 3rd party booking and that if I'd booked through them directly, I might have gotten my money back. Might. None of this happened and a quick look at the security camera would prove it. I've never met Ms. L.G, I've never spoken to Ms. L.G. This was my 6th stay at this hotel, still, not once have I spoken to Ms. L.G nor have I gotten a lecture on booking policy. I doubt I'll get my money back at this point or even acknowledgment that either Ms. L.G. or the hotel is covering their backs. Either way, not the type of behaviour from a company I'm going to support.
If you need a handicapped accessible suite, please look at it and approve of it before accepting it. The one we were in had absolutely no counter space and the lights did not initially function. Someone had to come in a fiddle with the breaker box. Plenty of unreachable cabinets, though.
Comment from Hotel Management
Sep 16, 2016 by Hotel Management, Hotel Management
We are extremely sorry to read about your experience at our hotel. We are sorry if we failed to meet your expectations during your recent stay. Our staff is trained to deal with thought and comfort towards our guests. Unfortunately, you had a pre-paid reservation with us which prevents us from allowing early check-outs without penalty. It is never our intention to inconvenience the guest in any manner and so for that reason, please accept our apologies. We hope that you can give us another chance to be your preferred hotel in jacksonville.