This is our first disappointing stay at a Holiday Inn. The lobby was nice and they were offering complimentary chips/salsa and chocolate chip cookies the evening we checked in. But it went downhill from there. The refrigerator would not work in our room. We later found it to be unplugged and could not move the entertainment stand to get the plug into the wall so that was the first disappointment. The heating unit in the room was terribly loud all night long and the worst part were the beds. I've never stayed at a Holiday Inn with such horrible mattresses. I really believe I could have received a better night's sleep lying on the floor. The beds were hard and felt like we were sleeping on a hollow cardboard box. My back was so painful the next day and I don't normally have trouble sleeping or backpain. But the worst part of it was that I asked to discuss this with a manager and the front desk clerk said he was not there. I then expressed my dissatisfaction to her who just replied, "I'll just let the manager know." She made no effort at asking what she could do to make our stay better. Despite their satisfaction pledge to make that part of our stay "right", she made no effort. My husband even asked about this during check out and all she said was that she can just pass the information on to the manager. I really like the Holiday Inn chain and feel they are predictably and consistently dependable but I was surprised at our experience. Isn't the bed the most important part of a hotel room (other than cleanliness)??? And what about staff that are to make you feel your concerns are legitimate and important...especially not having complained before. We stay at a Holiday Inn about 10 days out of every year and have never before had a single complaint. I know we will not stay at this particular location again.