Candlewood Suites Winchester by IHG

Reviews

• AC

  Audrey Chadwick

  Oct 18, 2025
  1.0
  Potential fraud situation. Do NOT stay at this hotel. If I could put less stars I would, but the room was spacious. That’s about the only positive. We experienced a house fire and lost everything we own. We booked a 2 week stay at this location for 10/15-10/31 for a total of $1,636. The morning of the 15th- I was charged $785. I didn’t think much of this, and figured it was a larger preauthorization charge, for a longer/more expensive stay. However, on the 15th, I was also charged $785 a second and third time. I brought this to the front desk staff, who told me they could see all three transactions. I was told these were only pre-authorization charges, but when looking at my bank account, these were processed posted payments taken out of my account. The front desk staff said that a general manager would look into this and contact me the same day (15th). I did not receive any contact so I went to the front desk that same night once I was back from work. At that time, another front desk staff said that the general manager did look into it, acknowledged that I shouldn’t have been charged $785 three times, and let me know I would be refunded by the morning. People make mistakes, and while it was annoying to not hear from their general manager directly, I was happy this would be resolved. I woke up the next day to notice money, not refunded into my account, but an additional, fourth charge of $785. At this point I have been charged this price four times, to total $3,140. That is much more than our original price of $1,636. That same morning I went to the front desk again, incredibly concerned about these four charges. I was told that I could wait, or go next door to the La Quinta if I wanted to speak to the general manager. I refused, so their general manager, Jess Peterson, so kindly made a few steps over to Candlewood. Jess did not offer a “sorry” or any compassion towards this situation. Instead, she insisted that these were preauthorization charges, even while I showed her the processed/posted payments in my bank account. Additionally- I was told by Jess that these were preauthorizations, and that was my card was removed from my profile/file. When I contacted guest relations after, I was told the opposite- the charges were processed/posted (therefore not authorizations) and my card was still on file. The sketchiness of this all, the way we were spoken to, treated and overall how this situation was handled was the WORST customer service I have ever experienced. We are incredibly patient, kind and flexible people. It truly takes a lot for us be any different. After losing our home and everything we have, we expected some grace, clarity and basic kindness from this staff. Instead, we received the opposite and had to fight with their corporate team to allow us to check out early, and confirm that no more charges would be taken. Some advice for this hotel: You don’t know what your guests are going through. If someone comes to you with a valid problem, be kind, attentive and dedicated to helping them solve the issue. At the end of the day, you all went back to your homes and slept in your beds. We did not have that privilege, and all we asked for was basic courtesy and problem solving. We have been Your assistant general manager even acknowledged that this looks like a potential fraud situation. We have made multiple reports- as this was a miserable situation for us, and we’d like to prevent anything similar happening to others. On top of the insane billing situation- this entire hotel smells like metal/mechanical systems. They leave the maintenance room doors open, which allows the entire hallway and rooms to smell like metal and sulfur. Overall- IT IS NOT WORTH THE RISK/S OF STAYING AT THIS LOCATION.
• KB

  Karen Burgess

  Oct 17, 2025
  5.0
  Staff is wonderful and went the extra for us. Room was clean. Bed was a little too soft for our preference, but room was quiet.
• PM

  Paula McCauley

  Oct 5, 2025
  3.0
  The room and the hallway was so smelly - like dogs had been there forever I did wait a bit at checkin cause the kid was heating up his dinner meal Actually I was so hesitant to sit in the couch as it looked rank -we stayed there prior and it has gone downhill ☹️
• EA

  elysium gmail account

  Sep 12, 2025
  1.0
  The worst hotel/customer service experience I’ve had in all my decades of hotel stays for any hotel and the worst/dirtiest/smelliest hotel I’ve never stayed at. My IHG status was never acknowledged and benefits were not honored. The manager Hannah is incredibly rude/ignorant, discriminatory micromanager, gaslights problems raised instead of resolving them, threatens customers with fees/charges if they don’t comply with her made up rules, and frankly should be fired/sued by IHG for committing ADA violations. Ditto on other staff being polite/friendly but very poorly trained, highly likely due to poor management, fail to understand how key cards work and refused to reset mine despite asking multiple times after adding a night, and dishonest/misleading/dismissive of other issues with the hotel, etc. The check in/checkout process and extending an extra day was one of the worst I have experienced. The hotel lobby reeks of noxious chemicals/ insecticides/moth balls as soon as you walk in. The manager Hannah repeatedly denied there was any toxic mal odor even though she was carrying around an air freshener can in her hand lol. Rooms are not as clean as other IHG hotels and lack basic amenities and items in the kitchen like other Candlewood Suites. Had to take my dog to the vet for severe vomiting, praying it’s not because of all the pesticidal chemicals sprayed all over the place at a “pet friendly” hotel or meth/crack or other illegal substances being smoked right inside the lobby area where staff sit. Staff are watching horror movies on the TV in the lobby, which was disturbing and wholly inappropriate for young children walking into the lobby. This locations also lacks a lot of the amenities and the basic customer service that other Candlewood have as standard practice.
• EL

  Ella Lee

  Sep 11, 2025
  1.0
  The Hotel Staff is very rude and they don’t know how to mind their business!! Then their shower takes forever to get hot and them are facts!!! Also they like to bother people when they are outside enjoying themselves

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