Holiday Inn Express Fort Lauderdale Cruise Airport — Hotel in Fort Lauderdale

The hotel was very disappointing. I don't expect a luxury hotel experience when staying at a Holiday Inn Express, but I do expect a solid hotel experience, especially when paying top dollar over spring break travel season in Fort Lauderdale. Specific items that did not meet my expectations are following. First, I called the hotel the day before our arrival to confirm that the hotel has a free shuttle from the airport to the hotel. I was told they do and to just call the hotel directly once we landed and they would send the shuttle out. I called the hotel when we landed, the person working at the desk told me where to go and my family went directly out there. After waiting 30 minutes I called back. He said not to worry and the shuttle was still on its way. After 20 minutes more I called back and the front desk person told me that the shuttle was having trouble finding us. I confirmed that we were standing EXACTLY where they told us to and waited again. After 15 additional minutes I called again and the front desk worker told me my family and I would have to find our own way to the hotel because the shuttle turned around and had left the airport. This was very disappointing as we had already been waiting over an hour and now we had to pay for our own Uber to the hotel when there is supposed to be a free shuttle. Once we got to the hotel I asked to speak to a manager about the situation and was told that the phone recordings were being reviewed and they were talking to the shuttle driver and that the manager would follow up with me. The follow up never came even after I inquired a couple more times.

Our room was as expected. We booked a double queen room with a pull out couch. When we asked to have the pull out couch made up I was told to stop back at the front desk later and they'd give me the sheets to make the bed up myself. This self-service model is not what I've encountered at the IHG hotels in the past which is why it surprised me. Further, when I went back to the front desk later to get the linens the front desk worker told me they were out of blankets and pillows and so I was only given a bottom sheet and top sheet for the bed. That's not okay when the hotel is advertising that the sleeper sofa is supposed to be a sleepable bed and I'm being charged for a suite with a sleeper sofa!

The window treatment was supposed to be on a track that would atuomatically move the shades up and down with a remote. The shade was fully out of the track and just shoved into the window area to make it stay in one spot. The shade wouldn't go up or down from the position it was in thus making it a fully see through window at night when we would have liked privacy and it let in all the sunlight when we were trying to sleep in the morning.

Both the men's and women's restrooms in the lobby were posted with signs saying they were out of order. The pool bathroom was out of soap and looks like it hadn't been filled in weeks. The lock didn't work on the men's room by the breakfast area.

My family went to the breakfast area over an hour before it was scheduled to shut down and many of the items were already out. The workers for the breakfast area said they were just fully out of a lot of the foods and wouldn't be restocking it. There were two pancake machines. One was never turned on the morning we were there and the second one was heated up but broken by the time we got there. No pancakes either then. Again, when you advertise that you have a full breakfast for free, please make sure you actually have the breakfast and not just some raisin bran and milk that was set to expire the day after you have it on your breakfast offerings.

All in all it was a disappointing stay and not worth the price we paid for the stay as there were things missing that were advertised as part of the hotel (shuttle from airport, breakfast, a sleeper sofa that could be used as a bed, working window shades). I would not recommend this hotel. There are plenty of other hotels in the area that deserve your business. This is not one of them. The staff did not seem to care when I brought up any complaints and they did not respond to my requests to speak...

I recently stayed here for one evening after a trip to the Everglades. I arrived 2 hours before check-in, and being spring break, the woman at the front desk let me know that it was unlikely I'd be able to access my room early, but that she would place me in the queue for check-in.

I was dirty and tired and toting a garbage bag full of wet clothing. She let me know where to find laundry facilities within the hotel, and suggested that the top floor may have the most available laundry machines. I got quarters and detergent from the front desk, they offered to lock away the rest of my luggage while I awaited check-in, and I did my laundry while waiting. While waiting for the laundry, I asked about nearby restaurants and they gave me a print-out at the desk of nearby dining spots.

When heading to the top floor to do laundry, I interacted with several of the housekeeping staff, all who were very friendly and accommodating. One woman offered a clean garbage bag for me to place clean clothes in. Others asked about my Everglades trip, and we chatted about bug bite remedies. The cleaning staff were incredibly kind and friendly, and I loved finding a sweet note in my room from one housekeeper. It's small things like that which go a long way to make guests feel at home!

Although I could not check in for my long-awaited shower, the service and kindness of the front desk staff was unmatched. They were gracious and helpful in accommodating me in whatever way they could during a very busy time for them. I was grateful to have access to laundry facilities and an offer to lock away my luggage so I could leave the hotel and venture out.

Upon check-in, I found the hotel hallways to be clean and modern, and obviously remodeled. The lobby was being painted that day, too, and it seems the hotel is under some modernizing renovations. I was thrilled to find two desktop computers with free wifi and a printer for guests to use, and a nice work area with desk lamps in the lobby.

My room was clean and spacious, with a closet area complete with hangers, an iron and ironing board and small safe. The carpet looked new and everything smelled and looked clean. Lots of good natural light with darkening shades, which I appreciated. There is an alarm clock provided, and USB charging ports by the bed. I liked the wide bench where I could open and place a suitcase, plus the arm chair and side table, and small desk in the room. Pumps of shampoo, conditioner and body wash are provided in the shower, as is a bar of facial soap and body lotion.

I did use the hotel shuttle from the airport, which is sent by request. You just call the main hotel line and they send the shuttle, which came quickly.

All in all, I had a great experience with this hotel, even during an incredibly busy spring break time when Fort Lauderdale is full of people and streets are busy with traffic. I would absolutely stay here again, and next time I'll use the free Sun Trolley that runs right by the hotel to get...

TL; DR - Bed bug infestation discovered after finding welts from bites on my legs. Received a refund for my stay, but management is ignoring request for reimbursement in documented out-of-pocket expenses, despite multiple follow-ups. Their silence and lack of accountability speak volumes about their commitment to customer care, health & safety—seriously consider staying elsewhere.

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I had an extremely unfortunate experience during my stay at Holiday Inn Express & Suites Ft. Lauderdale Airport/Cruise on November 21-23, 2024, that I feel compelled to share as a warning to future guests. The nightmare began with a bedbug infestation in Room 535, which caused not only physical discomfort but also significant financial and emotional distress (sounds dramatic but look at the photos!)

Upon itching and finding welts on my legs, I discovered over 10 bedbugs in the bed late at night, and was forced to vacate immediately. This led to unexpected expenses, including a new hotel, medical care for bedbug bites, transportation, dry cleaning, and replacement of personal belongings that were infested (they were in my bag!) I promptly documented everything and shared photos and videos of the infestation with the hotel management.

While I appreciated the hotel’s immediate acknowledgment of the situation and a refund for my stay, during that phone call they said they’d offer me 10k points in lieu of paying my expenses. I said I’d rather just be made whole (nothing more than expenses incurred as a result), and after emailing my itemized expenses per their employee, Maher, my requests for reimbursement of these out-of-pocket expenses were met with silence. Despite multiple follow-ups to the team and to the GM, Axel, over nearly two weeks, management failed to provide a resolution or even the courtesy of a response.

The lack of accountability and communication from Holiday Inn Express & Suites Ft. Lauderdale Airport/Cruise management is deeply disappointing. As someone who travels frequently, I understand that issues can arise which is why I’ve been willing to work with them to avoid escalation, but how a hotel handles such incidents speaks volumes about their commitment to guest care.

This experience has not only impacted my trust in this hotel chain but also left me with lingering concerns about their handling of health and safety (as well as customer service) issues. I urge anyone considering staying here to proceed with caution. If management cannot address such a serious matter responsibly, it raises questions about their overall commitment to guest welfare.

Choose your accommodations wisely—your health, peace of mind, and wallet may...