My sister and I had reservations for a few days in the month of november 2012, I called the hotel direct in october 2012 @ (217) 235-2060 because I never book a hotel without speaking to them direct finding out the age of the hotel, etc.Went I went to cancel because i came down with the flu and could not drive 6 hours, I was told that the reservation was booked through expedia!!!!! I explained that I called the hotel direct and I had never in my life booked through a 3RD party company with that they pretty much called me a LIAR and stated they would not refund me the full amount on my credit card because I had gone past the time frame to call and cancel. I explained to Stephanie the manger that in fact I did call in plenty of time but the the evening I called they had NO manager on duty to handle the situation, the employee on duty could not even locate the customer service number. BAD BUSINESS!!! I will never book at this Holiday Inn Express again!!!! I'm not even sure why they have a customer service department when you call them their answer is each hotel in owned by different owners so you are at their mercy. Not knowing for sure how to let other customers know my experiene I called the Matton Chamber of Commerce they suggested I post a review and also stated I could call the BBB and the Attorney Generals Office, thats my next stop. SO TAKE CAUTION WHEN YOU BOOK AT THIS HOTEL.