Candlewood Suites Charleston – Mt. Pleasant by IHG

Reviews

• LN

  Lauren Newland

  3 days ago
  1.0
  I had a horrible experience here tonight, made so much worse by IHG Platinum Elite Card “customer service.” I arrived for a 2-night stay that I booked with my Platinum Elite card on the IHG website. After I’d unpacked in the first room, I went to use the bathroom and saw that the toilet was cracked from the bottom of the porcelain all the way up. Super dangerous. Pic attached. So I went back to the front desk and informed the manager, Keara (who to be fair was super kind - my issues are not with her), and she gave me the keys to another room. I decided instead of packing up and moving everything over, to check out the room first to ensure everything was ok so that I wouldn’t have to do this again. I went up, checked the bed, and there was a literal bed bug crawling on the pillow. Pic attached. I told front desk who said “bed bugs are clear” (they are not). I asked for a refund and she said she would refund me, but I’d already been charged by IHG. She said they’re a separate franchise and don’t have the same system. So I went out to my car and called IHG and was on with two different people for nearly 25 minutes. I had to retell my story twice and they said they couldn’t do anything in the way of a refund. I said I needed a place to stay (at this point it was 9:30pm and I was sitting in a dark parking lot after having driven 10 hours). They said they’d book me at a similar IHG property nearby - a Holiday Inn Express - - and they confirmed my card info and charged my card there for two nights - and this new hotel was significantly more expensive. I said I needed compensation - at least tonight free. They said I could talk to their manager and I said yes, they put me on hold again, and then I spoke to a woman who was very unfriendly and unaccommodating and told me they couldn’t offer me any compensation, and that they “didn’t have access to my payment method.” The man before her literally had my card info - I was calling the IHG CREDIT CARD COMPANY customer service. This was the same call and made no sense. Then she said all they could offer me was 7,000 points to my card but that it would release the hotel of all liability should my things now be infested with bed bugs. I said no. They told me to go to the Holiday Inn and talk to the front desk. I went the HI, and despite IHG customer service saying they had charged my card over the phone, the hotel had no reservation for me. So the front desk charged my card AGAIN (at this point I needed a place to stay). I looked at my bank statement and I was charged TWICE at Candlewood. This is all insane. This has been the single worst customer experience of my life.
• DM

  Drew Mc

  5 days ago
  5.0
  Clean and very good location. Lots fo resturants near. The staff wre friendly too
• RD

  Rosa Diaz

  Nov 15, 2025
  5.0
  This is my first time here and the service provided by Michele was awesome. If I come back I would def come here. Room was great and big.
• DJ

  D J

  Oct 22, 2025
  5.0
  Great hotel staff was amazing! Keira was awesome
• AV

  Amy Varsalona

  Oct 16, 2025
  5.0
  Candlewood Suites in Mt Pleasant is the best hotel I can think of for a trip to the Charleston area. The staff, rooms, service, amenities are above average. It is convenient to all the beaches and Charleston! It is my home away from home

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