Holiday Inn Express & Suites Frankfort

for a hotel that is about to undergo renovations, this location was actually exceptionally clean and seemed fairly well maintained overall.

Incredibly outdated and worn out. Asked for a room close to door or elevator and was sentenced to the farthest room possible & as a disabled veteran that was not fun. Room door was wonky and did not seal, bathroom was 1970’s with a plunger the toliet gets backed up so often. Not even going to mention how hot it was, like the hotel did not have AC. Breakfast was inedible, sausage and bacon so over cooked it was burnt and disgusting, juice was warm, eggs were about the only thing worth feeding to the hogs.

This review is based on my pre-arrival customer service experience with this property. The background: I had a 7 night reservation from 11/20-11/27. I’m an IHG Platinum Elite member, averaging over 100 nights a year. I have stayed in Holiday Inns in MA, MI, IL, TX, and AZ. I called the day before (11/19) my scheduled check-in to confirm my room preferences. Employee (Ashley) answered. I thought I called the wrong number, a private residence perhaps. When I voiced the reason for my call, she immediately told me she’ll transfer me to reservations 800 desk. However, she accidentally just parked my call and I waited an abnormally long time and hung up and redialed. After another unintelligible, mumbled greeting which had me unsure I even had called the correct hotel, she tried to find my reservation but I had to coach her through the process. She proceeded to tell me there are no rooms and that she doesn’t know what preferences I was speaking about. I again instructed her to search my IHG profile on her screen and view my preferences. She was unable. She told me to call in the morning. She told me they don’t assign rooms until day of check in. Everything I was told was inconsistent with standard Holiday Inn / IHG procedures. I called my company’s travel team and had them cancel my entire stay. I called hotel early am 11/20 day of scheduled check-in. Asked for a manager. Spoke with “Kevin”. Shared my unpleasant first impression. The manager was totally nonplussed (unfazed) by my concerns. It was quite eery and uncomfortable. I thought the call dropped or the manager maybe was not listening or perhaps had a stroke. “Are you still there?” I asked. Reply: “Ashley is in training”. I asked who Kevin’s boss is and how I could reach him/her. “We’re franchised, so it’s the owner but we don’t give out that info.” How convenient for the hotel staff and their embarrassing unprofessionalism. Poor owner. I hope he/she reads this. Manager did not even attempt to repair the situation, did not demonstrate any empathy for the matter, or express disappointment in the staff’s behavior. Summary: even by today’s low hospitality standard, this manager’s skills were nothing close to managerial. The front desk lady in training should not be operating the desk without supervision, the manager is also clearly lacking training. I have informed my company to pull this property from our preferred hotel list, which will result in an aggregate of hundreds of nights lost per year. If you’re not a business traveler and just need a last minute night or two I’m sure the “hard product” (room, beds, facilities) is fine and you’ll get a good night’s sleep. I and other frequent travelers know from experience that first impressions matter and can predict a lot.

This hotel is what you come to expect from Holiday Inn Express: clean, comfortable and decent breakfast. There was a little confusion at check in regarding how many rooms I had reserved but it was quickly resolved and worked out just fine. Would stay again when in the area.

Very nice hotel. Rooms were comfortable, well decorated, and clean. The linens were soft and spotless. The rooms had refrigerators, microwaves, and coffee makers. The breakfast was well laid put and delicious, with something for everyone. The pool was nice and clean, the kids enjoyed it. The location was easy to get to and find, with plenty of parking. This hotel is perfect for traveling families or those traveling for work.

Check in was a bit slow but the staff was friendly. The room was clean but it was definitely older. Breakfast was good and the staff made sure everything was filled immediately. Parking on site was good and there were several restaurants within walking distance.