Candlewood Suites Roanoke Airport, an IHG Hotel

Complete failure as a company is all that comes to mind with this stay. When your whole aspect is sleep and comfort and you can't deliver on either you shouldn't be open. 1.Fully paid reservation on booking.com canceled by night staff. Then continued to bill a daily rate. 2. Staff* [day,night,and management]was notified with emails and text from booking.com to resolve issue. Still over charged for entire stay. Incompetent staff at all hours. 3. Filthy floors in rooms* [2 different rooms]. My husband took the first shower in both rooms and stepped out to black feet. So after cleaning his feet again and putting socks and shoes on in the bathroom. He used wet wipes and bacterial wipes to all the tile floor from the bathroom and kitchen area. 30-40 wipes were solid BLACK! The Carpet needs rep

If I could give the hotel an F and zero stars I would. After traveling 11 hours, the hotel room I was promised did not exist. The Holiday Inn reservations line told us accessibility rooms were in the ground floor. Pet rooms were on the ground floor AND the pet fee was $25 a dog. Unfortunately, the information was incorrect. I asked to borrow a wheelchair, he stated they didn't have one. It's illegal for hotels to be in operation without one. Your in violation of local ada requirements. The pet fee is $75 a dog. The rude questions from the host were inappropriate. Please train your employees better.

The rooms were comfortable and clean. However, check in was a poor experience. Front deck associate stated the room wasn’t ready. She gave me no other instructions and said we were on her list. The list was a hodge-podge of numbers and names. We waiting in the lobby for 40 minutes by the front desk. After checking back in with the other desk associate, our room was ready and we weren’t informed. We received a breakfast coupon “hesitantly.” Breakfast is not worth $10. It was cold and items were not replenished. Our room was also not cleaned during our entire stay. However, the bartender was amazing and she did an excellent job.

I've never stayed at a hotel with buffet style breakfast that charge for it. And if your going to charge for it make sure there's food and coffee available. Was given a horrible attitude by front desk when asked why they charge and dont stay on top of it. Rooms are decent but the customer service here is more like what you would get at a motel paying by the hour.

A reservation was made for 10/4/25 on the IHG website (silver rewards member) and a confirmation number was provided. Arrived to check in and was told by the manager that hotel policy did not allow room rental to anyone living within 30 miles of the property. The IHG website had no information stating this restriction and our address was required to make the reservation. If such a restriction exists - do not accept the reservation. Stayed at this same location in April with no issue. The hotel manager was not at all helpful and she was less than professional. Contacted IHG and was promised that someone would reach out to us. Unfortunately, the contact will not be in time to correct this issue.