Candlewood Suites Mobile West I 65 by IHG

Booked this hotel on the IHG app for December 23-24. Halfway into our 10 hour drive, I got an email from IHG explaining that my reservation had been cancelled because the hotel wasn’t ready to open yet. Did they not know this on the 22nd or earlier?? Now we are scrambling trying to find some place during Christmas travel without any help from the hotel that cancelled on us. Had a terrible experience on the phone with a IHG representative who told me my reward points would be refunded, but not the extra $62 I had paid because money is not refundable on a cancellation. What?? I explained that they had cancelled, not me. She wouldn’t budge and told me my money wasn’t refundable. Unbelievable. If this is the customer service offered before the hotel has opened, I can’t imagine how bad it’s go

I had a great experience I will definitely be back .check-in was easy staff was nice . The room was spacious and very clean which I appreciated because it’s hard finding clean hotels nowadays Everything was nice. Keep up the good work! I will be back.

I would like to say from my recent experience this week. It was absolutely wonderful from check-in to the room to service to check out. Everyone was outstanding. I look forward to coming and staying again. Keep up the fine work.

Booked this hotel through IHG app for a stay from December 12-14th only to arrive to a completely empty and closed hotel. No one from the hotel or IHG notified me that the hotel was going to be closed. I even got a reservation confirmation email 3 days prior to check in so I had no idea the hotel wasn't open. I also had a bad customer service experience with someone from the IHG reservations team when I called to discuss my issue. If you book this hotel make sure to call and make sure they are actually open!

They are still in the process of getting there stuff together