Holiday Inn Express & Suites Frankfort, an IHG Hotel — Hotel in Frankfort

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...

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...

My wife and I decided to stay at this hotel for a long weekend in Frankfort so we could tour some vineyards/wineries and distilleries. We checked in late Friday afternoon and everything was fine.

After getting settled we decided we wanted to go out for a bite to eat. As we were walking out of the hotel through the lobby my wife and I notice a TV that was showing the addresses and hours of vineyards/wineries and distilleries in the area. As we were looking at the screen I pointed at the TV to show my wife something on the screen. I then hear a voice say "Don't Touch the TV". I looked up to see where the voice came from. There was no one in the lobby nor were there any employees behind the Check-In desk. I am guessing the employees in the back office saw us looking at the TV screen on the hotel's camera system. First off I am a grown adult and I know not to touch a TV screen. If the employees had just come out to the front area they would have seen my finger was not even close to the TV. If they had also come out from the back office they could have provided some customer service and maybe given my wife and I suggestions of where to go and what to do. I was a bit offended by the way I was treated. The employees working did not even have the common courtesy to come out from the back office to interact with my wife and I. They just stayed in the back office.

On Saturday we went out and did our touring of the area. When we came back our room had been clean. Yet we did not realize until Sunday morning that our wash clothes had not been replaced. I did not realize this until I was about to take a shower and my wife was still asleep. I had to then get dressed and go down tot eh front desk to ask for some wash clothes. When I got down to the front desk there was a sign saying the front desk clerk was away and would be back in a minute. I waited a few minutes and she showed up . She told me she was away from the front desk because she was doing her kid's laundry. I just thought that was odd that employees could do their person wash at work.

My wife and I travel to KY to visit distilleries and vineyards/wineries a couple times a year. Sadly I do not think we will be staying at this Holiday Inn Express...