Hotel Holiday Inn Express a Gladstone

Our Mother’s day weekend was totally ruined! Don't bother with this place. It used to be just ok, but now?? Rundown, front desk people don't even know what rooms they have or their locations. We had stayed in this motel many times over the last 8 years. The place used to have regular employees that you knew by site and they remembered your name. Their website wasn't working on the day I was making the reservation and when I called directly to the motel, the front desk guy said he was super busy and that to go to reservations.com since their website wasn’t working and he had a bunch of people at the front desk and didn’t have time to help me. I was directed to a 3rd party ( Reservations.com) Which charged me $20 just to make a reservation, which I had no clue of until I checked my bank account! NEVER use Reservations.com!! I called directly to the hotel to verify the room I reserved for 2 nights, because the email I received from Reservations.com wasn't the correct one, the front desk guy assured me they would fix it. I needed the King, extra floor space room on the first the first floor as I'm handicapped and can't walk very far, so needed to be close to the lobby/front doors. I called again a couple days later to reassure myself that they had the reservation right. Well, no it wasn’t right, they had my reservation totally messed up! I was assured that I would now be put into a double Q L shaped room., (which has a little side bedroom with it's own Q and TV, etc. ) What happened to REGULAR EMPLOYEES???? When we arrived, the front desk people obviously didn't know their ass from a hole in the ground, couldn't figure out which room we were supposed to have, couldn't find the reservation in their system, couldn't find the room I reserved, neither the extra room King room I originally reserved, or the double Q L shaped room. I explained that the day I was trying to reserve the room that their own website was malfunctioning and I couldn’t make the reservation thru their own website. The brunette girl with the big fake eyelashes agreed and said management was aware of the problem. I again explained that I was handicapped and they had assured me the double Q L shaped room was available. I asked if the Sauna was now working and they assured me it was(for my husband). They said that my payment would be less than the original amount thru Reservations.com. My husband finally schlepps all our stuff to our room (couldn’t find a cart anywhere) and I follow up in the elevator and then realize I have to walk hundreds of feet down the hall to get to our room which was clear to the south end of the building. I have severe breathing issues and just about didn't make it. We get inside and realize it's just a regular 2 Q bedroom, no L shape, way far away from the elevator, the smell from the cleaning solvents just about gagged us both. We realized the heater was on, turned it way down, opened the window (it only opens a crack for safety purposes) the window