It is a rare occurrence how one member of staff can ruin a vacation experience, but that is absolutely what just occurred for my family during our spring break trip (April 4-7). This is an older Candlewood that is maintained rather well. It was clean and, although not particularly impressive, average and acceptable. This was a spring break getaway for my 11 year old niece her cousin of the same age. I had originally booked a Holiday inn Express in a more centralized location, vitally important to us, due to the the indoor pool. Not long after, I found an affordable Staybridge Suites, also in a good location. The downside was a lack of indoor pool. So I called the front desk and was told that their guests had complete access to the indoor pool at the HIE located across the street, which is very common. Eventually I located this Candlewood location for an even better rate. Like most (or all) Candlewoods, there is no indoor pool. So, yet again, I called the front desk and was GUARANTEED that hotel guests had access to the indoor pool at the Holiday Inn located across the street. I booked for the three nights based on this information, even though this location was quite inconvenient compared to the previous two mentioned. Upon arrival, I was greeted by a friendly and helpful front desk clerk. The same could he said for every other staff member I encountered. With one glaring exception. During check in, I inquired about how to access the indoor pool at the Holiday inn. Before the young, African American desk clerk could even respond, an older, mostly bald white guy (likely some kind of manager) inserted himself, clearly annoyed, by claiming he had never heard of such a thing.... implying that I was lying about my discussion with a desk clerk the prior evening. I had to ask him to please reach out to the Holiday Inn to find out the details, since this was something I had been promised. When I had to come back by the desk on my own, this older white gentleman proceeded to claim that after contacting the Holiday Inn, he was told that it was not a possibility dye to ”liability concerns.” Even though the hotel in question actively rents out their pool to non guests for birthday parties, etc. This gentleman offered no apology, no alternatives and was quite clearly annoyed at having to be bothered in the first place. We ended up having to pay really pricey fees to a local community recreational indoor pool 20 minutes away. This older white man was rude, aloof and offered no help. I am really quite interested in the special liability concerns that kept this hotel from being able to fulfill the promise made to my family and I myself. I would, in particular, like to know why it is not a liability concerns for other IHG properties in the same city to have an identical set up. Even if this particular Holiday Inn claimed that, could this gentleman not have asked about us paying a small fee? Sign a waiver? Anything....? This particular fellow was
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