We arrived after midnight with a reservation through Hotels.com only to be told that Holiday Inn would not honor our stay because their system was down. We did not get to stay. We had to find another hotel after midnight and didn't get into our other hotel until 1:30 a.m. after traveling for over 5 hours. The front desk young woman was not helpful and condescending. If a customer has a confirmation on their phone, it should be honored. You shouldn't rely on a handwritten list from earlier in the day, per the front desk person, to determine who gets to stay and who doesn't because reservations are made at all times of the day and some up until arrival. How absurd! Furthermore, if you have another property in the area, you should send customers their and honor reservations if the other property has availability, esp after midnight! To add salt to the wound, they charged us and now we have to jump through hoops to get our money back bc we used a 3rd party booker. Grh!