Holiday Inn Express Hotels in Latta

Hello, I had just stayed at the Holiday Inn Express and Suites in Latta SC, and check in experience was unpleasing. First, I tried calling the hotel all day to notify about my late check in(I was supposed to arrive at 11pm due to travel Delays and the only way to notify was to call the hotel because the window to place an updated note online was closed). I tried all day and got a busy signal and ended up placing a ticket with IHG. I received a call from Tarra/hotel around 8pm? Who confirmed my reservation and that their phone wasn’t working, she also added that “they weren’t trying to avoid my calls”. I have requested that that bedding for pull away sofa would be ready for us in the room prior to check in at 11pm as we will be tired coming in, asked for pillow if it would be in the room. Tarra confirmed all would be there. Once we arrived at 11, I wasn’t greeted as Diamond Elite member at the front desk. I was handed over the bedding for the pull out sofa right there, and bed sheet had buggers on it?? It was looking like someone used it before and I was given it as a second hand.?? I asked the lady(Tarra) if it was washed she confirmed that it was, when I re-checked it looked dirty had buffers on it. Then she gave me a nicely folded linen. I have asked if pillows for the pull out sofa was in the room She has confirmed it was. When I came into the room, there were no pillows in the room for the pull out couch. Additionally there were only 2 bath towels in the room, but we clearly had room Reserved for 3 people. I have spoken to Tarra prior to check in on the phone but yet, the hotel failed to prepare things needed for our night., considering the fact that I have been a dedicated Holiday Inn guest and the diamond elite member. Look, if phones aren’t working all day and customers can’t reach the hotel, and staff is just chill about it, what kind of customer service is it? Have staff tried to fix/report the issue? Post a message on their fb account!? There is no notification if guest would arrive to hotel only to Find out that hotel is closed..