Candlewood Suites Milwaukee Brown Deer by IHG — Hotel in Brown Deer

Our stay was booked on the IHG website; I was pleased to utilize a reward night for the period of 9/4/2021 - 9/5/2021.

Upon arrival, I was told by the newly hired manager that the room had been "oversold by whomever I spoke with when I made the reservation". It was mendacity, but I had no evidence other than it was Summerfest in nearby Milwaukee and by bumping me, the property was able to sell the room/generate revenue.

I was quickly escorted to the adjacent Holiday Inn Express Milwaukee N-Brown Deer where the manager went in and told the manager that I needed to be given a room. The manager issued the room keys, but I was mad.

We spend the night in room #214, right next to the mechanical room, and when showering learn that the drain doesn't work therefore you will have near ankle-deep water when you are done showering. This was completely disgusting and unacceptable.

When I was exiting the Holiday Inn Express Milwaukee N-Brown Deer the following morning with our #9 Shih-Tzu I was chased down in the parking lot by some long haired, unkempt kid asking me questions like what room I had stayed in and what my name was. He did not identify himself as working at the hotel and his appearance looked extremely unkempt.

He snapped at me that dogs are not allowed in the hotel so he had to be certain the room was clean. I told him we were dumped in the Holiday Inn Express Milwaukee N-Brown Deer since our room had been sold at the Candlewood Suites. He didn't listen and he clearly didn't care. He again asked me for my name and I offered it. I also told him our pet is probably cleaner than most of the customers that stay there. He didn't thank me or apologize for his behavior. He just turned and walked away.

I had NO IDEA who this clown was since he looked like a drifter that just blew into town for the Summerfest. When I shared this with my wife, she said she had already walked through the lobby twice with our Shih-Tzu and nobody had...

GM, Stacey, told us she would honor our Rewards reservations through the weekend (vs just Thursday) but once we were settled in our room we received 2 emails canceling a reservation & rebooking one night. We went to front desk & Stacey claimed she didn't reserve 2 nights for us but only 1. She claimed she did not have the ability to override Rewards for more than 1 night at a time. We reminded her that we stated our plane took off on Sunday & she said to go ahead & cancel our Germantown reservations for the weekend, which we did. This hotel is closest to my sick mother in a Port Washington nursing home so location is very important. We went back & forth & Stacey said she would discuss it with the owner & told us he said no, although the next morning the owner told us otherwise. We called the Germantown Holiday Inn Express & our reservation was no longer available. We missed a Friday night event because of the time spent with IHG trying to get help. IHG said it's up to GM. Many lies. In summary, both owner & IHG left us reserving a room for one more night up to Stacey. On Saturday when we checked one more time with front desk if they would honor our Saturday night stay because we didn't do anything wrong & they should accommodate us because they made a mistake that affects us & they said no, we made the errors even though the 2 of us witnessed the same thing. Then they said they were full even though online it stated there was availability. Unbelievably frustrating & we are chalking it up to the GM is a 'right fighter' regardless of the truth. The hotel was very comfortable & clean & we would stay here again but the lack of care & respect for us or where we were going to stay on Saturday night was...

GM, Stacey, told us she would honor our Rewards reservations through the weekend (vs just Thursday) but once we were settled in our room we received 2 emails canceling a reservation & rebooking one night. We went to front desk & Stacey claimed she didn't reserve 2 nights for us but only 1. She claimed she did not have the ability to override Rewards for more than 1 night at a time. We reminded her that we stated our plane took off on Sunday & she said to go ahead & cancel our Germantown reservations for the weekend, which we did. This hotel is closest to my sick mother in a Port Washington nursing home so location is very important. We went back & forth & Stacey said she would discuss it with the owner & told us he said no, although the next morning the owner told us otherwise. We called the Germantown Holiday Inn Express & our reservation was no longer available. We missed a Friday night event because of the time spent with IHG trying to get help. IHG said it's up to GM. Many lies. In summary, both owner & IHG left us reserving a room for one more night up to Stacey. On Saturday when we checked one more time with front desk if they would honor our Saturday night stay because we didn't do anything wrong & they should accommodate us because they made a mistake that affects us & they said no, we made the errors even though the 2 of us witnessed the same thing. Then they said they were full even though online it stated there was availability. Unbelievably frustrating & we are chalking it up to the GM is a 'right fighter' regardless of the truth. The hotel was very comfortable & clean & we would stay here again but the lack of care & respect for us or where we were going to stay on Saturday night was...