"The issue wasn't with them. Their clerk Lisa was fantastic. The issue was that there was no record of my reservation. I got charged about $25 for trip protection. Fortunately, I had opted to pay in person, so I didn't get charged for a room I didn't get to use. Lisa felt bad for me and went out of her way to find us a different hotel, since they had no rooms left. I suspect the problem was more with Hotels.com than Holiday Inn. Lisa did everything she possibly could to try to find my reservation, and I do appreciate her!"
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