Hotel berhampiran Capital City Museum, 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 predict a lot.

We stayed two nights here at the Hampton, knowing that it was undergoing renovation. Our room was on the fourth floor, and it had been completely redone, except for paintings and extra mirrors. The bathroom was really nice, especially the shower. The only improvement I could find was the faucet on the sink - there wasn’t room to install it behind the faucet because they added a shelf by the mirror so it was to the back right corner. That’s a good location, except the faucet was too short, so water kept spilling onto the counter when you washed your hands, etc. Suggest that they replace with longer faucets. The staff was very helpful and friendly. They provided information about the area and answered our questions. The breakfast was good, we had a different selection on the second morning. Overall, our stay was aligned with what we expect from a Hampton. We definitely recommend staying here, especially when the renovations are all done.

Petit motel bien propre et tout pres des attractions Distillerie Buffalo Trace et Woodford Reserve a voir absolument. Tres tres petit pour le petir dej mais ok et employés très courtois Belle decouverte Attention prix moins cher avec brochure Hotel Coupons Kentucky

Great hotel! Located within minutes to shopping, dining and local attractions. Hotel and room was very clean. Staff was very friendly and accommodating. The bed was extremely comfortable and facilities were spotless!! Plenty of space outside of the room to lounge and mingle with other guests. We will definitely book again at this location! Highly recommend.