My wife and I traveled to Grand Rapids for a concert May 5th. We called and said we would be a late check-in. We arrived at the hotel to find that not one hotel staff was at the hotel. Not one. An office door was wide open, the door to the patio was propped open. Anybody could just walk in and do whatever they wanted. There was a young lady there that had been there for an hour before we got there trying to get somebody on the phone. At approximately 12:30 a.m. she got in touch with someone that told her somebody from the hotel was on their way. A gentleman showed up at approximately 1:00 a.m.. When he arrived there was no apology, no "hey, I'm sorry for what happened", nothing. I then asked him what he was planning on doing about these rooms (discount), something, anything. At that point he said "I ain't doin' a damn thing!" I asked him his name and what his position was for the hotel and he responded "I'm not tellin you nothin'!" Then he said "I'm just gonna cancel your reservation!" To say the least, we will never be using Holiday Inn anything in the future. A very dissatisfied customer Jeff Hermann.