Holiday Inn Express Hotel & Suites Salina an IHG Hotel

Good
Traveller Type: family with young children
  : Rooms were spacious and very comfortable. Breakfast was good.
  : Pool area is poorly lit and feels dingy, and VERY COLD, hot tub was broken. Overall the area felt outdated and needing updated/repaired/better taken care of. The rooms also needed some tlc/updates- scratches, marks, etc. The room I was provided with had visibke dog hair on the couch, but no smell of dogs.The lady at check in was mediocre in customer service. She told me that the room I had requested on booking (2 queen) was not available and because of the type of reservation I made, I would have to do a king sized bed because nothing else was available. I was very confused by what she had said, because I didn't see where I could have known that I had made the type of reservation she was talking about. Again, she repeated nothing else was available, and I would be assigned a king sized bed. I firmly stated I couldn't do that (my husband and I were travelling with kids). I asked if other options were available like suites with pull out couches, or king size beds with pull out couches, etc. She finally stated that she did have the 2 queen room available, but had it not been available I wouldn't have the option. I was confused on why I hadn't just been given that room and felt lied to given her initial statements. As a customer service manager, the overall attitude presented was subpar and made for a poor experience in this area.