This may have been the worst hotel experience I have ever had. I booked a room on Kayak a week in advance for the Holiday Inn Express in Fort Lauderdale on Davie Rd. I let the hotel know a day in advance via Kayak that we would be arriving a couple hours early due to our airline schedule. I called to reserve the hotel pick-up shuttle when we arrived at FLL at 1pm. The hotel knew we would be arriving around 1:30.
When we arrived, our room was not ready which is understandable since check-in isn't actually until 3 pm. At other hotels I've stayed at in the past, they have been and prepared the room early if we notified them in advance. We were told the room was not ready but housekeeping would work on it shortly. We sat down in the hotel lobby and no one acknowledged us again until 2:52 when we were told it would still be 30 minutes (This is now later than the promised check-in time!). I waited 30 minutes and still the room was not ready. I went back to the desk and asked when the room would be ready. Desiree, the desk attendant, laughed at me but said she would call housekeeping. About 10 minutes later we were finally able to check-in.
Never was an explanation or apology extended to us. I paid money to sit in their hotel lobby while I was supposed to be enjoying my vacation! On top of that, the Wi-fi did not work most of the time and the room felt muggy even though we had the air on. The only positives, and the only reasons I gave two stars instead of one, were the cleanliness of the room and the free airport shuttle, although we reserved our return shuttle the night prior for 7:30 the next morning and the shuttle was not ready on time. Again, no explanation or apology offered. The complimentary breakfast was nice but there was a limited selection. The poor customer service at this hotel will cause me to never stay at another Holiday Inn. I usually stay at Hampton Inn and I made a mistake choosing a different hotel for this stay.