This Holiday Inn, went from being the best in Moscow to the becoming the worst, working like Russia style. Since they changed the name a bit, but kept the brand to avoid Sanctions. They also changed the services. They should give it a Russian name instead of keeping the brand.||The lack of services , and untrained workers at the reservation desk is unbelievable. I had three bad experiences there in the last 4 moths .||1) I booked a room for one day , than my plan changed, I asked to book for an additional day, called the reservation desk they told me the room was available no problem. So I went to reception desk to book and paid. I found out there are no free rooms, so i had 2 hrs to find another hotel. ( A Palatium Member means nothing in these hotel.||2) I booked and ask for early check-in as i am a Palatium Member. I was assure that this would be noted. I arrived with my family, the room was not ready, told to wait for 2 hrs, so we did, and again the room was not ready . once we got into our room, it was not made as we requested. It took 8 phone calls and 1 hr later with a visit to the front desk to speak to the manager.||3) On Oct 15th 2023, I called in asked to book the Lux Suite. I asked to make sure it free, it took 45 minutes as the person Danil didn't seem to speak English/understand English. At the end i got a booking number and gave my card information. 3.5 hrs later I get a call and was told sorry they over booked and my room was not free. This is a 10 days booking screw up. All I got was sorry. We also pay for the NY party at this hotel. They wanted to offer me two standard rooms. It's like a person wants buy a Mercedes, but was offer two Lada. Managements seem to not care when customer complain to him in person about Danil making these mistakes. A real holiday Inn would fix the issue and made sure the custom was happy , not trying to excuse with I am SORRY.