avid hotel Ft Lauderdale Airport - Cruise, an IHG Hotel — Hotel in Dania Beach

Well this is getting zero stars and we didn't even stay here. Here is our story: we made reservations to stay here a month and a half ago so that we could easily get to Port Everglades before our cruise the next day. We drove 16 hours from Virginia in torrential rain for most of that time and were absolutely exhausted..Anyway, we knew we were going to be late so we called at 7:40 p.m and spoke to the front desk clerk and told her that we would be there around 12:30 a.m.. We gave her our name and told her that we were definitely going to be there. They said" Okay,Thanks for letting us know" Fast forward to 12:45 a.m......when we got to the front desk the clerk told us that our room wasn't available because they oversold and even though we had a guaranteed room they couldn't help us. There were 2 other parties in front of us and 1 behind us who were told the same thing. Sorry folks, no room. No apologies just We don't have your room. We felt badly for the new front desk clerk ( it was her fourth day on the job) because she had to bear the brunt of about eight people who were in the same boat that we were in (no pun intended). We asked her to call the Manager on Duty to help her but she didn't for whatever reason. She was completely overwhelmed, understandably so. We had IHG corporate customer service assist us and we eventually got a room 30 minutes away, which we had to pay for! Crazy. More torrential thunderstorms to boot. Side note: While we were in line waiting for resolution some folks who checked in digitally got a room. They came back down 5 mins later to say that their room was flooded. Well, at least they got a room. They chose to keep the room nonetheless as they could see all the other disgruntled customers in line. Better than nothing, right? Who knew you could do a digital check in. If we would have known we would have done the same.

Anyway we complained to corporate and we hope to get reimbursed not only for the "so called" guaranteed room as well as the money we had to fork out at the other hotel. A gift certificate or something else to help with our pain and suffering would also be good. A confirmed, non- refundable reservation should be honored and it simply was not. Curt Levy, the GM, should fix it so that rooms are not overbooked, period! He should also be more hands on and actually assist in helping the overwhelmed front desk clerks in mopping up these situations. They need to fix this so it doesn't happen. People were exhausted and there was one person trying to help everyone. The GM was MIA. Really unfortunate set of circumstances that they need to fix and make right.

UPDATE: As of 1/3/24 we still have not received a refund or reimbursement. We keep getting the run around and we are chasing our tails to no avail. Still no resolution. Unbelievable! When we spoke to IHG Customer Care rep she said that it was noted in our case that the hotel said that we were a "no show". Yeah, right. That's why I have a photo from the lobby. The GM should be ashamed of himself. He is not worthy of the IHG brand.

The reservation was in my...

WORST AIRPORT SERVICE & POOR COMMUNICATION EVER. I travel for a living and stay at avid and IHG hotels probably 25-40 times a year. We have stayed here before & were excited to stay again. We land at Fort Lauderdale airport and at 6:24pm(picture attached with time stamp) I call the front desk to request a van pick. The clerk says, "The next shuttle is coming at 7:30pm." I didn't want to wait over an hour to leave the airport so we got an uber. At 6:30pm 6 minutes later the avid airport shuttle shows up while we were waiting for the uber(picture attached with time stamp). I thought the next shuttle was 7:30pm?! We ask the driver if there is room for us and we find out there are 5 people getting on total for a van than seats almost 15 so there are 10 spots left. He says you can get on if you want. Sadly as we are talking to him our uber shows up and if we cancel we will have to pay full price. So we spend $30 to get in our uber. We go to the hotel and you guessed 3 minutes behind us is the free van with 5 people that can hold 15. At the hotel there is a sign that says "airport pick up at 5:30pm and 7:30pm." However airport pick up times are NOT on their website please check the attached picture. QUESTION 1: Why does the front desk not know there is a shuttle coming to the airport at 6:30pm? QUESTION 2: Why does the front desk when I call at 6:24pm if they don't know the shuttle status why don't they say, "Sir let me call/text/radio them to see where the shuttle is at." Every hotel but this one we have stayed at that is what they do. QUESTION 3: Why does the hotel not post on their website pick up times. There is a sign in the lobby but I don't live in Florida so I can't see the lobby sign at my home out of state. Why is this not their site? QUESTION 4: Why is their airport pick up not consistent? THIS WAS A HORRIBLE START TO OUR CRUISE TRIP! We threw $30 in the street while people at our hotel took the free shuttle. When we got to the hotel I asked to speak to a manager to either get our uber paid for or to get additional reward points but there was no manager Tuesday evening on duty. If you are driving to this hotel it is a good place to stay. IF YOU ARE FLYING TO THE AIRPORT I RECOMMEND YOU PICK ANOTHER HOTEL WITH BETTER ORGANIZED PICK UP OPERATIONS. Avid you owe me $30 or reward points. We arrived at the airport at the same time other hotel guest did. There was a van with 10 open seats. The other guests were taken to the hotel for free and we paid $30. Avid you can do better than this!!

MY RESPONSE TO THE HOTEL: I have attached the picture of the hotel listing from your website and you did NOT. have the times listed. The picture will...

WORST AIRPORT SERVICE & POOR COMMUNICATION EVER. I travel for a living and stay at avid and IHG hotels probably 25-40 times a year. We have stayed here before & were excited to stay again. We land at Fort Lauderdale airport and at 6:24pm(picture attached with time stamp) I call the front desk to request a van pick. The clerk says, "The next shuttle is coming at 7:30pm." I didn't want to wait over an hour to leave the airport so we got an uber. At 6:30pm 6 minutes later the avid airport shuttle shows up while we were waiting for the uber(picture attached with time stamp). I thought the next shuttle was 7:30pm?! We ask the driver if there is room for us and we find out there are 5 people getting on total for a van than seats almost 15 so there are 10 spots left. He says you can get on if you want. Sadly as we are talking to him our uber shows up and if we cancel we will have to pay full price. So we spend $30 to get in our uber. We go to the hotel and you guessed 3 minutes behind us is the free van with 5 people that can hold 15. At the hotel there is a sign that says "airport pick up at 5:30pm and 7:30pm." However airport pick up times are NOT on their website please check the attached picture. QUESTION 1: Why does the front desk not know there is a shuttle coming to the airport at 6:30pm? QUESTION 2: Why does the front desk when I call at 6:24pm if they don't know the shuttle status why don't they say, "Sir let me call/text/radio them to see where the shuttle is at." Every hotel but this one we have stayed at that is what they do. QUESTION 3: Why does the hotel not post on their website pick up times. There is a sign in the lobby but I don't live in Florida so I can't see the lobby sign at my home out of state. Why is this not their site? QUESTION 4: Why is their airport pick up not consistent? THIS WAS A HORRIBLE START TO OUR CRUISE TRIP! We threw $30 in the street while people at our hotel took the free shuttle. When we got to the hotel I asked to speak to a manager to either get our uber paid for or to get additional reward points but there was no manager Tuesday evening on duty. If you are driving to this hotel it is a good place to stay. IF YOU ARE FLYING TO THE AIRPORT I RECOMMEND YOU PICK ANOTHER HOTEL WITH BETTER ORGANIZED PICK UP OPERATIONS. Avid you owe me $30 or reward points. We arrived at the airport at the same time other hotel guest did. There was a van with 10 open seats. The other guests were taken to the hotel for free and we paid $30. Avid you can do...