Review of Candlewood Suites Fort Lauderdale Airport-Cruise, an IHG Hotel 2*

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. When we got home from our trip a week later, I had still not received a call from the manager and there was no refund on my card. I called IHG customer service and they opened a dispute and said I would receive a call from the hotel manager within 48 hours. No one ever called us. It's now over a month later and not only have we not been contacted or refunded, when we opened a dispute with our credit card this hotel had the audacity to claim that we never checked out. That is a lie. We told the front desk agent over the phone that we were checking out. They could have looked at the video footage of us leaving our room with all our luggage and never returning. Instead they chose to lie. While this may seem like a one-off experience, look at the basis of our complaint which is an extremely rude front desk person and a manager who refuses to do their job. I would never stay here again and warn you to stay away at all costs. If they can't apologize and refund us for a disgustingly dirty bathroom, they're not going to help you with anything!