My recent stay at the Candlewood Suites on West Broad Street in Richmond was, unfortunately, a huge disappointment. I booked a room that was supposed to come with a comfortable sofa bed for my daughter, but what we got was far from acceptable. The mattress on that sofa bed was covered in stains and what looked like body hair, crumbs, dirt, and other blemishes. To make matters worse, it was clear the sheets hadn’t been properly changed. When we asked the front desk to replace the bedding, we were told it was “inconvenient” because of the time of night and that they wouldn’t be able to do anything.
As a result, we ended up having to put our daughter in the king-sized bed meant for us, while I slept on the couch after folding the sofa bed back up to avoid the dirty mattress. When we tried to get any form of compensation or even a refund, the hotel staff simply told us to contact Hotels.com, refusing to assist us directly.
In short, the experience was frustrating and far below the basic standard of cleanliness and service that anyone should expect. I hope this review helps other travelers make a more informed choice and that the hotel management takes steps to improve their guest experience.