avid hotel - Ft Lauderdale Airport - Cruise by IHG

Great hotel with clean rooms

We booked through a 3rd party we'd used many times. We arrived at the hotel that afternoon and were told the room type/category we booked and paid more had been overbooked. We were "offered the opportunity' to stay in a smaller room instead. After requesting a manager we were told that the room type/category we booked is "subject to availability" which is NOT what it states on the 3rd party website and also doesn't align with the added cost we paid to pre-pay and secure that room type. After going back and forth with the manager (who was supposedly the general manager Greg Shaw) we "offered him the opportunity" to give us 50% off of our stay if we accept the lower room type. He agreed to this. Given how the situation was handled, I said we would need proof that we made this agreement and he agreed to type up a letter for us so that we could give it to the 3rd party if needed in order to get our partial refund. It has been almost 2 weeks later and I have given multiple people this information along with the letter from the general manager but we have still not received a refund in any amount. Why? Because according to the 3rd party website, the hotel is denying this conversation ever took place AND they are stating that we were given the room type/category that we paid for. What?! So I call IHG who is over Avid hotels and I find out the manager marked our booking as a no show. This entire situation is VERY slimy and it makes me wonder how many others have been swindled by this hotel/manager. I should add that we were put in a handicap (audibly impaired) room which I am now thinking was so the manger could fly under the radar with this whole situation. The room (primarily the bathroom) was dirty and the faux tile/wood flooring was lifting all over but we were only staying for one night and I didn't feel like having to deal with it anymore. Had I known then what I know now....just don't stay here. Oh and they are likely breaking the healthcare standards as their free breakfast bar had one large tub of cream cheese sitting out with a knife in it that everyone was dipping out of and god knows what funk is that in that tub after multiple people and children doubled dipped, etc. BEWARE of this sketchy dump dressed up as a decent hotel. I have reported the hotel and manager to IHG so hopefully they will not tolerate this level of service and deception.

A localização era boa

Cobraram um valor a maior que o da reserva; Não havia um restaurante/lanche; Serviço de shuttle após as 08:00?

The hotel in general was good. Free Parking, Free basic Breakfast and comfortable rooms.

The only issue was that the hotel charged $100 USD for the deposit, and 30 days later they had not refunded the charge to my credit card. Booking support doesn't answer either my request.

The hotel was nice and clean. I just wish is it was located a little closer to restaurants and shopping.

The staff needs some customer service training. They were not welcoming or friendly. They gave the impression it’s a job and I’m only her to do my job. When you asked a question the response was dry and unappealing. It as about 10pm when I was standing at the desk to ask a question. A guest with his wife in a wheelchair was inquiring about places to eat. The front desk person pointed out the door and told her can walk 10 mins down the street. There was no compassion with her response to the gentleman at all. Didn’t give him the name of the restaurant or anything other options given the time or the guest current situation. This was horrible.

The staff alsways seemed confused. The room was cramped and dirty.