Holiday Inn Express & Suites Fort Lauderdale Airport West

We had to cancel due to Covid 19 at the end of March. I was told they would refund my money and it would be about two weeks. I gave them almost a month and called back figuring they had a lot of the refunds going on.

When I call back they transferred me to customer service and said I would not get a refund and had to come stay before the end of the year or lose the money! THat was not at all what I was told at the time of cancelling and explained that. Customer service, I explained it again and then shipped back to the front desk to supposedly speak with a manager, in which I was told no manager on duty. Iasked when I could reach the manager and the name, they were not forth coming but eventually said call after 4pm. To which I did not reach a manager either and when asked if they could repeat what they said please, they hung up on me….

I call customer service again, they said that a manager will reply in 24-48 hours. They emailed and said “Any guest that calls to cancel and or wants a refund for their reservation is informed if their reservation is an advance purchase or a third party reservation for a future date that is good for the whole year until 12/31/2020”

That is absolutely not what I was told and I replied to that email,from 5/1/20 that same day and never to receive another response.

This is $182.50 for one night stay …… I was told at time of cancel that I would receive a refund….. now its another story and everytime I reach out to the hotel I got no where.

Next we contact IHG Corporate thru their Facebook page. They say they will have someone reach out to me and help me out with this. I have received NOTHING. I messaged them back and they replied and said my note has been passed on and here we are 5/12 and no response!

I told IHG Corporate if they could offer us a nights stay up in New England, we could actually use it. We would be ok with that as well and still NOTHING.

I am extremely disappointed in IHG Corporate allowing this hotel to treat customers this way over and over and have been a traveler with them for years.

Served as a great day use hotel. We were able to relax after our cruise while we waited for our flight time. Also had a great free shuttle to the airport.

The lady who runs the breakfast is such a wonderful person. She greets you with a warm smile and goes out of her way to make sure you enjoy your breakfast. Also the hotel is clean affordable and close to the hard Rock casino.

Wonderful hotel, wonderful location, and wonderful staff! Nikki is truly the best she helped us out so much!!!!

Would definitely recommend this location and we will definitely be returning here again!

Great room, great hotel, fantastic location and the staff are the absolute best! So nice to be at a hotel where you feel like they all care! Keep the good work up and highly recommended!