This thread is about ongoing customer service issue that has arisen from a recent experience I had at the Holiday Inn Express Acme, Michigan. It was to my satisfaction and understanding that all of the issues relative to this case were appropriately accommodated and resolved by the Senior Regional Vice President who manages the property. I was awarded a partial refund for two different accommodations that were initially offered but never honored, advice regarding a malfunctioning elevator on a busy travel day as well as given insight into the fact that the onsite General Manager was out and that the rest of the team was trying to make decisions or accommodations as they saw fit. Aside from my issues I am very loyal to the IHG brand and the hotel suited my needs as far a future visit was concerned. Prior to senior management's intervention my future reservation for 6/29/19-7/2/19 was canceled not once but twice by front desk management as It was made known to me by calling into IHG reservations that I was seen as an unfit future guest for the hotel. I had already deemed this as discriminatory and offensive seeing how I had spent over $700 at the property, left the room in pristine condition and had also booked a future stay that would cost over $700. The regional vice president agreed with my feelings above and reassured me that my canceled reservations without notice or warning were inappropriate and not the hospitality that I deserved and graciously offered me reinstatement of my future visit at a 50% discount. I was relieved to put the entire scenario behind me and was happy that I once again felt like part of the IHG family until about a week later that reservation disappeared. I assumed it to be an internal error and waited the weekend to call the reservations team who informed me the reinstated reservation had actually been canceled by front desk management at the hotel because again I was seen as an unfit future guest due to ongoing issues. I’m going to leave it here as I am awaiting any additional feedback regarding someone on the ground team's personal vendetta (most likely the front desk manager as I already had to listen to her tell me I was not going to get anything customer relations had offered on her watch and before she got on the phone with me I had to listen to her complain about having to deal with the issue as it was time for her break, the one and only time I called the property after my stay), but am appalled to think that the Senior Regional Vice President’s decision and coaching on site as I was advised would happen was not enough to resolve this matter. I am a gay male who traveled with my boyfriend to this property last June/July and I cannot help that this otherwise conservative part of the country has other issues with my future stay considering the fact that now my future reservation has been canceled three times even after senior level management has intervened in my favor.