Holiday Inn Express & Suites - Greenwood by IHG

I came to Mississippi for a funeral and chose this hotel. By the end, it was the worst experience I've ever had, and I won't go back. I had reserved two rooms. Before I arrived, at about 2:15pm, the GM tried to authorize a charge on my card even though check-in was at 3pm. The second room had lady bugs crawling on the walls. We didn't notice them until we were leaving for the funeral. When we told the hotel, a staff member didn't seem to care and said, “okay they are Lady bugs, it is that time of year.” I called customer service, who contacted the staff. They vacuumed the room, but when we returned there were more lady bugs than before. My family left that room and was still charged for the night. We were told a refund couldn't be given because it was after 11am, even though the hotel knew about the problem before 11am. We were also told to speak with the GM for a refund, which didn't seem fair. My family in the other room also decided to leave after seeing that vacuuming hadn't worked. The staff said there wasn't another room available, charged them for the night, and said the decision was up to the same GM who had tried to authorize my card before I arrived. When we went back to the second room, we found two more lady bugs on the wall. I killed one with the Santizee spray we had, and saw two more before checkout. I have pictures of the bugs on the walls in both rooms. The hotel knows about the lady bug problem but doesn't tell guests, who should be able to decide whether to stay. You don't know if someone is allergic to lady bugs. The front desk staff were unprofessional, non-urgent, and rude, and seemed not to care about customers. Only three people I dealt with had a good attitude: the young man working the desk at night, the young lady who checked me in, and the young lady in the kitchen. I called customer service each time, but they handled only one of the three matters. I didn't mind paying for the rooms, but you expect a decent experience when you're paying. If you want a disappointing experience, go there. It wasn't a pleasant trip at all. They need a whole new staff, except for those three workers. I still haven't received a call back about the other matter.