Desk staff friendly however, staffing not good based on number of reservations. We arrived at 5:19 for a 4:00 checking. Our room was not ready. There were no luggage cart for cooler,luggage,dog bed,back packs,etc. we waited outside(our choice with dog) for about 30 minutes, awaiting a call for room ready. I went inside and asked and was told yes, the room was ready. The worst part was finding a very large hair ball in the shower stall. It was not ours! My hair is pure white and hubby gray. This was a pretty dark brown and long. I would say shower not cleaned. Lots of excuses offered in am but not interested but sympathetic. Will not stay again nor persue an IHG “rewards” if this is the quality. FYI, the next night we stayed at a residence inn by Marriott. Much cleaner,newer, and gave us a pet discount of 50% because only staying one night. Wake up Candlewood, competitors kicking butte.