Holiday Inn Express Chapel Hill by IHG

My husband and I had a frustrating, uncomfortable stay, with poor service from arrival through follow-up. There was no hot water in our room. Staff said it would “take a while” for warm water to reach the fourth floor, but offered neither another room nor any other help. The next morning, even though housekeeping was on our floor, we were told to come downstairs to get the towels we'd requested. When I asked Caroline at the front desk why we had to fetch them, she replied, “I was the only one there, and he got his towels, didn’t he?” It felt dismissive and disrespectful. After checkout, the General Manager said we'd be refunded for the night because of these problems. We'd booked with points, but only half were returned. When I called to ask why, the General Manager said, “I didn’t know you were expecting to receive all of them, and I’m not going to argue with you,” then hung up on me. As a loyal IHG member and an affiliate of the NAACP, I'm deeply disappointed by the lack of courtesy, accountability, and resolution. This should have been a routine stay. Instead it was uncomfortable and disrespectful. I want the matter reviewed and properly resolved. If it isn't, I'll have to escalate it and pursue further action through the appropriate channels. I don't recommend thia hotels. It is an unprofessional amd poor representation of IHG hotels.