Holiday Inn Express Lake Okeechobee by IHG

The room coffee maker and tea are amenities on room but you need to request that

N/a

I didn't like the fact I had to leave!

Staff wasn't pleasant especially upon arrival she used quite a bit of foul language and was way too open about her family life

They shut off the water at 9 AM

Pricey

I’m extremely disappointed and frustrated with how this situation has been handled.

I made a reservation through Booking.com for a Holiday Inn Express, but we accidentally booked the wrong location. We requested a cancellation and refund the very same day after realizing the mistake. When I initially called the hotel, I was told that because the reservation was made through a third party, I needed to contact Booking.com to process the cancellation.

I immediately followed those instructions and contacted Booking.com the same day. Booking.com then submitted the cancellation request, but now Holiday Inn is refusing to approve the refund, claiming they received the cancellation request the next day.

This makes no sense. I took action the same day I booked, followed the exact instructions your staff gave me, and never checked in or used the room at all. No one stayed there, no services were used, yet I’m still being denied a refund over what appears to be a technicality caused by communication between your hotel and the third party.

What’s even more upsetting is the rude and dismissive behavior from both the manager and employee I spoke with. Instead of trying to help or provide a reasonable solution, I was repeatedly told, “That’s not how this works,” with no empathy or effort to resolve the issue.

As paying customers, we understand mistakes happen, but good customer service means helping people find solutions—especially when the cancellation was requested immediately and the room was never used. Keeping someone’s money for a room they never stayed in, despite same-day efforts to cancel, feels unfair and unreasonable.

I am asking that this situation be reviewed properly, including the timeline of when I first contacted the hotel and Booking.com, and that my refund be approved accordingly.