Business ProfileforHoliday Inn & Suites

I live in ******** and had made a reservation on 3/9/24 to take my grandson and mom for a relaxing night of swimming and dinner at Holiday Inn-*********. When we got there at around 6pm and checked into our room there was no heat and no power. My gson weighs 34lbs and I wasnt about to take him swimming in the pool then take him back to a very cold room, so I requested a refund knowing we would have to find a different hotel to take him swimming, as already promised. The staff member at the front desk-*****- was polite and understanding and accommodating under very stressful circumstances for him- I witnessed multiple guest complaints to him while I was there for a few minutes. His hands were tied and his maintenance crew was working on the power issue leaving him understaffed for other maintenance complaints. He kept his cool and apologized and appropriately offered a voucher for me and my family to return the next day to enjoy the pools and a relaxing evening. I was impressed with his composure under a great deal of chaos and left to find a different hotel to take my gson to swim. By the time we found a different location it was 8pm and none of us had eaten but we went straight to the pool before my little guy got too tired to enjoy it. We made the best of it. I called the next morning hoping to salvage the opportunity to go to a bigger pool and take my gson to the arcade at Holiday Inn but the manager on duty refused to honor the voucher that ***** had promised my family, stating that ***** should not have offered it to us because the outage was not the hotels fault. She was rude and refused to even consider honoring the voucher. I told her that we are local and that we would be repeat business to the hotel and restaurant but she seemed to have zero empathy and acted as though ***** was going to be in trouble for offering the voucher. I told her we would not be back. Unfortunately business practices-very disappointed.