Holiday Inn Express

Had a problem with my room, 330. Loud humming noise. Changed rooms. Asked to upgrade room to a suite because I was traveling with 2 children. I offered to pay for the difference in cash or with points. Was told no because I booked with loyalty points and there was nothing he could do, even though there was vacancy in the room type I requested. Seems odd the front desk could not accommodate my request. Clerk should be empowered to act upon a reasonable request. I wasn't asking for a freebie. And I am a platinum level member. Pancake night was great. Except there was no syrup to go with. Had to request. Front desk seemed reluctant. Also, I chose this hotel for the pool for the kids. Pool was closed for maintenance. Breakfast in the morning was nice except no eggs and no cinnamon rolls with more than an hour of breakfast remaining. Breakfast area was dirty with all garages cans overflowing. Really nice hotel but staff seemed apathetic, uncaring, bothered and preoccupied. Walked in the lobby several times and never had eye contact with evening or morning clerk. Neither ever looked up from the computer screen unless approached and directly confronted with a question or request. Overall disappointing and not up to the usual standard of HiE locations. Needs attention.