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We booked this hotel in advance on the Holiday Inn Express website. We specifically chose a room that was a one bedroom king suite that had a separate bedroom with a door between the living area because we were traveling with children and work from home so we needed a separate room for work. The room we booked showed a separate room in the pictures with a pull out couch and mini kitchen area. Upon arriving at the hotel and getting our room we found the room was nothing like we booked online. We had 4 people in our family and the room we were given was very small and only slept 2 people. There was one king bed, no couch to pull out for the kids and was not a suite like we had paid for. We went back to the front desk and explained this was not what we booked. We pulled up our confirmation and showed the lady at the desk. She said they did not have the room available that we booked and said she could put us in a queen suite with two queen beds and a couch area but all one room. We explained about our need for a separate room and she said they were sorry but they did not have any rooms left like that but if we found another hotel room somewhere else they would refund us. We did just that - went and booked another room and came back down and said we wanted a refund. She said, ”She could not refund us because they have a cancellation policy.” This was the same lady that just a few minutes earlier told us to find another room and she would refund us. After getting upset and demanding a manager she finally did refund us but we ended up paying more for our new room then we should have because we did not have any advanced notice on the new hotel and ended up spending a couple hours moving our luggage around from car to room to room to car to room with two small children, late at night. It was not a fun experience. I used to love Holiday Inn Express and have enjoyed staying at other locations many times but after this I will not stay in the future. If you are going to stay here I recommend taking good screenshots of the room that you book to ensure they are giving you what you paid for. Other things we noticed while we were there was that the hotel seemed somewhat run down. There were pink stains on the carpet in one of the rooms, the kitchen cabinets were tweaked and hung awkward. The first room they put us in had the king bed and one hard bench thing for seating. No other comfortable seating aside from the bed. Not that these are huge deal breakers it just wasn't what we paid for and it just makes it look cheap and run down. Also, they told us upon checking in that the pool was broken and not functioning which was also disappointing traveling with children.