Holiday Inn Express Hotels in Olive Branch

Worst hotel experience ever and I’m still dealing with it. Steven, the night manager, is a liar. The elevator is broken and has been for some time now and I was told it will be for awhile. They put us on the 3rd floor. We decided it was fine and would deal with lugging all our luggage up three flights of stairs as a family of 5. The hallway outside our room was 88 degrees per the thermostat on the wall. Again, we would deal with that since it wasn’t our room. We drop our luggage and go eat. When we get back it’s after 9:00 and getting ready for bed. We notice the A/C in the room is not getting any cooler. Our floor is sticky. Even the carpet is sticky. I go down to the front desk and talk to Steven. He was apologetic and another worker told us they’d move us to a room down the hall and wanted us to go check to make sure the A/C was working. 🚩 red flag. I ask if there was the same amount of beds and I was told yes. My husband goes down to check and there were not enough beds. So I go back down to the front desk and tell them. Steven looked very surprised by this. He then says he can move us to the first floor. I ask if there’s the same amount of beds. He tells me no. They don’t have any more suites available. I send a text to my husband and he says no he doesn’t want to lug all the luggage and kids down and still have to squeeze into the beds. I tell Steven that my husband said no he didn’t want to move. Steven then tells me he’s giving us 3,000 points and he got the price down to $75. I said okay. Never did I say we were leaving the hotel or wanted to check out. At 7:30 the following morning we were awoken by someone trying to come in our room. The door opened and hit the lock bar. Scared all of us. My husband goes out to see what it’s about and a man is standing there saying he was told we were checked out and he needed to fix the A/C. This was news to me because me and Steven never had that conversation. 30 minutes later, the same guy and a front desk clerk both come up and told my husband we were checked out. So after getting all the kids up and around we load up in the car and I go to check out. Cherita at the front desk was extremely rude and said she had called Steven at home and woke him up and he told her we were checked out and now to charge us the full price of the room. I said no, he said it would be $75. She was very rude so I asked for her name. She grabbed her name tag and basically pushed it in my face. I grabbed the business card for the district manager. I called and left a message for Katrina the DM. Two days later Katrina calls me and apologizes and says that’s not the way she does things. She asked for my email and said if I gave her a couple days she would send me a receipt for $0.00 balance. I thought okay. That’s great. We get home from vacation and check our credit card statement. We have been charged the full price of the room. I call the hotel and Steven answers. I explain to him w