Water leaked from the ceiling, woke us up, and the night receptionist came up and saw it. He offered to move us, obviously confirming what he witnessed, but we didn't want to pack up and move rooms at close to midnight. We also did not want to be further disturbed by the manager; since the water had stopped leaking, we just wanted to go back to sleep, particularly since we had to get up early the next day. The next day the manager called late in the afternoon the following day after I had complained and asked for a refund. Unbelievably, he denied there was had been any problem, as the water had dried up by the morning. He also claimed that the hotel had been taken care of the problem last year. He promised to send documents confirming this, which he never did. The room and the hotel were actually very nice, notwithstanding the issue of our being woken up by water coming out of the ceiling, but beware, if you go there, the attitude of the manager if you have any issue is that "the customer is alway wrong." It's not how I would handle the situation. I've generally used Hotels.com for 20-45 nights a year, for several years, and never once have I asked for a refund. Rather than offer anything let alone be sympathetic, the manager took no responsibility and essentially accused of a making a false report. Maybe the manager was able to save IHG a few hundred dollars, but what he did was indisputably bad for business.