We booked this hotel because it has an amazing pool with cabanas and the pool delivered. However the staff was uninformed and rude. Upon checking in, I was not acknowledged as Diamond Elite. No biggie. I informed the front desk I was Diamond Elite and asked if there were any upgrades. I was immediately told “no.” No biggie, I asked to confirm free breakfast. I was immediately told “no!” I said, “I’m pretty sure I get free breakfast.” He said, Holiday Inn is different than the other brands and does not offer free breakfast. I said, I know, but free breakfast is offered to Diamond Elite. He said, “no, you can talk to the manager in the morning. Do you want points or snack.” It was now 4 pm. I chose points and checked in and called the Diamond Elite line. They called the front desk and the front desk said I had chosen points and could not have a free breakfast. But we could talk to a manager in the morning. The Diamond Elite line said they left a message for the manager. That night, when I turned off the light, I realized we had been given a room with a large light shining in the window. It was like daylight at night and none of us could sleep. I had my 3 year old grandson. I’m not sure if we were given a bad room because we used points, but the front desk knows which rooms are bad. Not hearing anything overnight, I called the Diamond Elite line. They called the hotel and was told I had demanded both points and breakfast and that a manager would call me between 9-9:30 am, which was conveniently after breakfast. I was told I could talk to the front desk but not a manager before 9:00 am. I went to the front desk and showed her the hotel’s own website states Diamond Elite gets free breakfast. She wagged her finger at me and said I had demanded both points and free breakfast at check in. We argued and I ended up raising my voice, which I’m not proud of. I assured her I was not concerned about 500 bonus points because I have over 900,000 points. I was repeatedly told that I had “demanded” free breakfast and points. I was upset about being treated as a liar over something so trivial as breakfast. In the end, she offered me 1 free breakfast and I had to show her the website says 2 free breakfasts. I never heard from hotel management as promised. Which indicates, they don’t care about the loyalty program either. The Diamond Elite group refunded half the points of the cost of the room, which was very nice of them. Instead of welcoming a loyal member and his family, we were made to feel as if we had done something wrong by using points to book a room and by asking them to honor the free breakfast. Also, what hotel has no access to management from 4pm to 9:00 am? This hotel staff is not up to IHG standards. The pool is the only thing redeeming about our experience.