We checked in Friday night late and got up early the next morning to make coffee. Upon opening the Keurig, we noticed a roach in the coffee maker. We immediately checked out and informed the front desk. Because we made our reservation thought reservations.com, we were unable to receive a refund for the unused second night. The front desk assistant told us to call reservations.com so they could contact them for a refund, which we understood. However, she didn’t look the least bit surprised when we told her there was a roach in our room. After three attempts for reservations.com to reach the manager at Holiday Inn North East on two different days, we were told a manager was finally reached and they refused to issue a refund and when I asked why, the reservation.com CS said she didn’t ask why. I cannot believe there was such horrible customer service. Would give a zero if I could!! As for reservations.com, the customer service was NOT helpful and did not advocate for its customer. Highly disappointed in the way I was treated by them and that I had to repeat myself every single time I called back to explain the issue and when I asked if they could call me back after speaking to the hotel, they refused and said it was my responsibility to call them back (for the third freaking time!!!)