First night we froze in our room. Worked with staff to fix the issue to no avail. They said they reset the heat and they messed with the controls in the room, all of which did nothing. They offered a space heater which they never brought. I had to ask multiple times for another blanket. Jacob at the front desk did offer to comp the first night and said he'd switch us to a heated room. The new room still had no functional heater, but they did bring in a space heater. Why they didn't just bring the space heater to the first room I'll never understand--at least we were in a warm room finally. But the rest was awful too: the bed was way too firm, the pillows were lumpy and uncomfortable. There was a sign that offered feather pillow substitutes, but naturally, they were out of those. The comforter was not wide enough for the bed. There was no refrigerator in the room so bringing leftovers and cold drinks to the room was not an option, nor was there an ice dispenser. One of two elevators was broken for over half our stay. They are advertised as a "3-star hotel" on Hotels.com. This hotel failed to provide the comfort that I would expect from a freeway motel, let alone a 3-star hotel. Hotels.com ought to re-evaluate whether this hotel deserves to be listed on their site and Holiday Inn ought to consider whether or not this hotel truly meets the standards they are trying to set. Either way, I won't likely stay at a Holiday Inn again, and I will be more cautious using Hotels.com.