Candlewood Suites Radcliff - Fort Knox

Staff were very nice

There are very kind

We had a confirmed reservation for "1 king bed 1 bedroom suite". Upon arrival, I was asked to sign check-in form; and noticed before signing that it was for a queen studio room which did not suit our family needs. The desk clerk advised that they didn't have any king suites available which was extremely difficult to understand, as we had a confirmed reservation. She explained that they only have four king suites. Frankly, I don't care if they have four or 4,000, I was interested in only the one for which I had a reservation. To worsen the matter, the desk clerk was on the phone and I overheard her state that another guest had been unhappy with his/her room, so they were moved to the king suite, disregarding our reservation. When I asked to speak with the hotel manager, I was told that she is not available after 5:00 PM or over weekends and we could contact her on Monday -- not much help for Friday through Sunday! What is the point of making a reservation, if the hotel personnel refuse to honor it? We eventually secured a king studio suite at a nearby hotel. But, when I returned and requested that the desk clerk cancel the Candlewood reservation, I was told that was impossible, as she had already started the check-in process -- without my signature on the check-in form! This caused a "hold" on my AMEX account for four days for a non-purchase! This situation ruined the beginning of our vacation/family time. This was our first experience with IHG Hotels; and, given this debacle, it will be a long, long time before we consider IHG Hotels again.