Candlewood Suites Jacksonville - Mayport, an IHG Hotel

I am a platinum member thanks to my credit card, which I have kept so far for the anniversary night despite the annual fee. Earlier this month I made a reservation with my anniversary night for candlewood suites in Jacksonville for one night. After arriving to the hotel we noticed roaches in the room. We asked for a new room and they gave us one on a different floor on the other side of the hotel, and this one also had roaches. Seeing this, we decided to book a different hotel through IHG for 21,000 points and even though it took us an hour to get there due to stormy weather, it ultimately brought us closer to the airport so at the time I thought it was worth the drive. I set up a claim that night, and was calling back every few days to check on the status, but then Christmas activities started happening and I just got around to calling back now. I got hung up on twice, and spent about 2 hours total on the phone to be told 15,000 points is the maximum they can give me for the inconvenience. This puts me out the anniversary night, which is the only reason for keeping the card, 6,000 points, the time and gas it took to get to and from the hotel, and the 2 hours of frustration. Picture is of roaches we found in the second room after several had already scattered. They are kind of blurry since they were small roaches, but the bf has a picture of a trap that is filled with them.

Got sent here when the Holiday Inn overbooked. Their posted rates on the IHG app were lower than Holiday Inn, however we were put in a Queen room at Candlewood and charged the same rate I had reserved for a King room at Holday Inn. The rooms aren't as nice, and they either use strong smelling cleaning products or alot of air freshener, the odor was very strong. It was not a good stay, luckily we arrived pretty late and only had to be there about 8 hours.