Front desk agent Diane needs customer service training. I’m sure Holiday Inn would not want her service to be the face of the company. I asked to do early check as we had landed at 6am but she stated we could not until 3pm which was fine. We returned later in the day to check in with manager Yarod who was pleasant. He explained our room was given away and did not have my confirmed reservation as confirmed. He said the only room they could give me was a double bed room, which was extra. We got to our room and it was a room for hearing impaired/disabled, across from a fire exit, which stayed open even though the signs stated keep closed. For the room inconvenience he stated he would waive an $11 fee and provided us with 2 breakfasts to be used the next day until noon. The door keys did not work, we finally got new keys and entered our room. It had a nasty mold/mildew stench. The ceiling was cracked which appeared to be from water damage. We laid in on of the beds and immediately felt the bedding wet. We were extremely disgusted to find it was urine. Another room became available for us. The following morning at 10:30 we went to use our food vouchers and were not let in and told it closed at 10:30am and would re-open at 5pm. I am extremely upset at the entire process seeing as it started with our contracted/paid reservation not being honored. Every agent we encountered was rude and not sympathetic to our concerns, other than Yarod. We have photos.