II arrived after a 12 hour drive. I had reserved an accessible room with one bed and a walk in shower. En route to the room I noticed the carpet was soiled and stained. The ice maker was out of order. It was disappointing but not enough to decline and get back in the car. When I got in the room I saw two cloud high beds and a bathtub with grab bars. I knew I couldn’t use it but I was in need of getting some rest before another 12 hours on the road. Then I was horrified that the bed was so high that I could not climb up. This is a problem for a 5’2” mobility impaired person. I tried to call the front desk but the phone didn’t work. I went back to the lobby to see if I could change rooms. Unfortunately there were no others. The manager did find a solution that allowed a step up. She further attempted service recovery by offering breakfast voucher since I had these problems. The noisy AC interrupted sleep. I was not able to shower but went in search of the breakfast room. In my sleep deprived state I asked the wrong question: “is this the breakfast area for the Holiday Inn EXPRESS? Even though I was there with my suitcase to check out. I was advised I had to purchase the voucher. Was this an additional charge to the voucher given? At this point sleep deprived me felt as if I was being attacked for asking one wrong thing. I was done and wanted to leave. All service recovery attempts by the night manager were undone
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