Candlewood Suites Sayre by IHG

Reviews

• DY

  Darlene Y

  Nov 2, 2025
  1.0
  I have been an IHG member for many years. I have stayed in IHg hotels all over the world, using my points. I used points to stay at this hotel Sept 5-6 (points), 6-7(free anniversary night), and 7-8 (points). I gave my credit card for incidentals when I checked in, like normal and the hotel charged me for Sept 5-6 & 7-8 and now refuses to refund me, stating it’s an IHG problem when THIS HOTEL CHARGED MY CREDIT CARD!! I have stopped in to talk to manager who is unwilling to help me. I have emailed. I have called IHG and filed a report. Credit card refuses to refund the money until I can prove nights were paid in points. They will not accept statement from IHG, only copy of bill from hotel and hotel refuses to provide copy of bill!! This is totally absurd and after the way this has been handled I am questioning my years of loyalty to a brand that is not willing to help the customer who has spent thousands of dollars at their hotels. I have proof that the points were taken out of my IHG account and I have a credit card statement with the charges on top of that. It’s November 2,2025 and I still do not get any response or help from hotel, IHG or my credit card company. Credit card company will keep dispute open for 30 days however if I can not get a copy of the hotel bill to prove what I’m saying they will close the dispute and I lose points at and money!!! Look at your bills closely!!! **Update..less than 24 hours after this post, the hotel called and they were able to refund the money right away. Amazing how social media works. Thank you Tabitha for your professionalism and prompt response.
• SE

  Sammie E

  Oct 19, 2025
  1.0
  It really saddens me to leave this hotel a 1 star because it was an absolute beautiful room with way more in the room than I thought. It came with a fridge, dishwasher, pots/pans and a little hotplate for two. Beautiful beds and very comfortable and the location is great. The reason behind the one star is how we were treated by the staff completely ruined how beautiful the experience was. Not only when you call the hotel no one ever answers but we called ahead, the day before, to make sure we could check in early (1pm) since we were driving 7 hours for my sister's wedding I wanted to make sure we could get in and change and we were told "no problem" when I finally got a hold of someone. We get to the hotel and we were met by one of the nastiest individuals I have ever had to deal with. Her name was Tabitha and before even looking at our reservation, when I said I would like to check in she LAUGHED and condescendingly said "well, check in is 3pm" when I explained we called ahead etc she rolled her eyes and CONTINUED to be rude. We saw a board that stated she was the desk manager too?! Upon check out we were met with the same nasty, ugly attitude. As much as we loved our room and planning on future trips as my sister just moved nearby, having to deal with such an ugly spirited individual we will never be back. She should NOT BE IN CUSTOMER SERVICE, let alone a manager of others.
• PG

  Pulkit Garg

  Oct 15, 2025
  1.0
  Worst experience in customer service. We were travelling on a long weekend and our reservation for one night was cancelled by the hotel on the morning of check-in as they were overbooked. In the evening they charged my credit and upon calling the hotel they said to contact IHG customer service as they can not do anything. IHG is now saying that since it was non-refundable thats why we were charged a full amount and might not get a refund. They themselves cancelled our stay on the day of check-in, charged us full amount and then have the audacity to say that it's non-refundable. Definitely a lesson learnt with IHG for future.
• SA

  Swadha Awasthi

  Oct 15, 2025
  1.0
  I have no idea how this place has a 4.1 rating — this was by far the worst experience of our entire trip. Our confirmed booking was canceled at the very last moment, literally when we were about to check in. To make things worse, they charged our account for the full night even though THEY were the ones who canceled due to overbooking by six extra reservations. We were left scrambling on a busy long weekend, forced to find another place that cost twice as much, simply because of their incompetence. What’s truly unbelievable is that instead of being apologetic, IHG refused to refund us, hiding behind some absurd policy that punishes the guest for their own mistake. This is absolutely unacceptable — easily the worst customer service we’ve ever experienced. And for the record, we booked directly through the IHG website, not a third-party site. Completely disgraceful experience
• AP

  Amie P

  Oct 11, 2025
  3.0
  I called at 4:00 to check on our room because I received an email saying our reservation was cancelled. Had to call several times before someone answered. Was told to call back because they were sold out and the rooms weren’t ready because they don’t have enough help. We Showed up at 5:30 and was given room keys. This is my first IHG experience where I wasn’t thanked for being a rewards member. This woman was so unprofessional, pathetic. Went to the room and it was a 1 queen room when I reserved and paid for a 2 queen room when I booked on my IHG app. Went back to the lobby and was told “that’s what they gave me” and I couldn’t get a different room because they were sold out. Very poor front desk experience. Not sure if the person had any customer service training or not because the service was seriously lacking any sort of hospitality. Since there were about a dozen of people not checked in yet, I insisted that she check the other rooms and she found one that was a double queen. The initial room was also an accessible room, which we did not want, book or ask for. Pretty much the worst hotel experience we’ve ever had. Upon checking out, I mentioned all of this to the manager on duty and told her I would be mentioning all of this in a review and thought she would want to know. Her response was somewhat apologetic but she said she was assisting housekeeping when we checked in. End of story.

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