I recently traveled on a government reservation (active military) to the Holiday Inn Express in Midwest City, OK. I had stayed at this hotel six+ times in the last year and had been a loyal customer. The room was not clean, and was not cleaned the next day while I was out at work from 0730-1730 (despite me requesting a deep clean/carpet vacuum while I was out, using normal housekeeping schedule/resources). The floor was not cleaned, and I returned to a floor with the exact same food and leaves (present upon checkin) in the same spots. I requested the room be vacuumed, and that a manager come see the issue. The manager said she was not able to come up to the room due to a medical issue, and accused me of lying (though I had pictures from both days). She refused to come see the issue, and refused to give me the contact information (desk phone/email) for the General Manager. When I called back to ask for someone to please bring a vacuum up, she informed me that they wanted me to leave because "We are not going to be able to make you happy". When I explained that all I wanted was for the floor to be vacuumed, they insisted I leave or they would call the police. This was unwarranted, as I was not raising my voice, being aggressive or rude, and was not refusing to leave, I was just trying to understand why they would rather make me leave than just vacuum the mess. I asked for clarification, and to understand, and was put on the phone with the General Manager, who said he would not clarify, would not explain, and that I needed to leave or he would call the police. I left, with no where to go, at 6 p.m., which forced me to drive back to NE late at night after working a full day. This was a government reservation, and I feel shocked, disrespected, and completely floored that this is how the hotel treats military (I wasnt even asking for any upgrades, a new room, nothing, simply asking for the floor to be vacuumed/clean). I reached out to IHG corporate, who opened a case and escalated it, and I was told I would be contacted by the property within 48 hours. It has been over a month (incident occured late MAR 2026), and I have not been contacted, despite repeated requests. IHG said that this was egregious, and that this is not how they support their customers, but in the end they said they cannot do anything but wait for the property to respond. Because the property is privately owned, the property will self investigate my claim and will make they own determination). I am shocked at this level of disregard. I would like to be contacted and some sort of apology/resolution. Simply refunding me did not resolve the issue, and was not an acknowledgement, as it still put me in a dangerous position to drive home, and was a complete violation of customer trust. This was my go-to location for travel to Tinker AFB, but now I cannot trust that property going forward.
