Holiday Inn Express Hotels in West Sacramento

We had a bad experience with the staff at this hotel and requested 4 times to have the manager contact us. They left my 70 year old mother sitting in the lobby crying and frantic after finding a bug in her original room. A tick was crawling on my mother in the middle of the night. She had to hobble downstairs to show the clerk, who then apologized and gave her a new room. She had to go up and repack all her stuff, then move herself up to the new room at 3:30 in the morning. The night clerk then went up at 5:30 in the morning to wake her up and tell her that the room was reserved for that Saturday and she would have to move again. My mom then packed all her stuff again and moved into the lobby to call me, once again packing all her stuff around while hobbling around on a cane. When I talked to the night clerk his excuse was he was trying to deal with the situation and room change before he went home, and not leave it on the incoming staff. Completely a piss poor decision based on the previous few hours. This could have easily been avoided by using some common sense and let the 70- year old women who had been inconvenienced just sleep, then deal with it when she got up. The staff tried to make it better but did a poor job. I requested that the manager call me ASAP after being woke up at 6:00am and finding my mother in that condition in the lobby. The poor decisions of the night staff were completely unacceptable. They did try to make corrections in the morning and Nuresa, the morning clerk, was helpful. The bottom line is that the Manager refused multiple attempts to call me, I left 3 messages at the front desk and called in 4 times. it has now been 4 days and still no response. HIGHLY DO NOT RECOMMEND THIS LOCATION. This problem could have been completely avoided if the manager had just shown some courtesy and made a simple phone call.