Candlewood Suites Fort Lauderdale Airport-Cruise, an IHG Hotel

Hotel

My sister and I checked in on April 2nd for one night. We got into our room around 11 p. M. When going to get ready for bed, my sister noticed mounds of human feces left in the toilet. We immediately called the front desk to complain and asked to get a new room. We were told the hotel was entirely sold out, as were all the other IHG hotels in the area. The front desk clerk told us that if we wanted to check out, we'd get a full refund. We told her we were going to check out and asked for a full refund. She said she would begin the process of refunding us. We left the room immediately and spent the night in our friend's room in the same hotel. The next morning, I checked with the front desk about our refund and was confronted by an *extremely* rude hotel clerk. She forcefully demanded that all the rooms were clean and intimated that we were lying. We explained that we had talked to the clerk the night before and that she promised us a full refund. We've traveled a lot and this woman was so unbelievably rude. She never once apologized and just kept saying the rooms were all cleaned and that what we were saying was impossible. Obviously not because there was disgusting feces in our toilet when we checked in. She said since it was Sunday and the manager wasn't in, nothing could be done about our refund. She said she'd give our information to the manager and they would contact us about our complaint and refund.

Checked in around 8pm on a Monday night. The entire hotel remakes of marijuana. Stayed four nights. For this to be an IHG property, I am unlit impressed. I booked a suite. First room we were in had no working a/c. Front desk offered to switch us to a different room but it was a downgrade. Dealt with being hot that night. Next morning, got switched to another suite. A/C worked, microwave did not. Opened the microwave and was met with a wave of cockroaches. Obviously it hasn’t worked in a long time. Front desk less than helpful on this issue. Sent an email to the contact info listed on the website. We definitely will not stay at this property again. Nor will we recommend it to anyone.

Room smelled like smoke in non smoking room, loud music down the hallways, towels had stains, would pay more for nicer hotel.