Holiday Inn Express Hotel & Suites Frankfort by IHG

Run away, horrible outdated property & not worth the cost of admission Incredibly outdated and worn out.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.

Dated, worn out, foul odors, loud. Visited for two nights for business trip. First room they tried to put me in smelled so strongly of smoke I requested a different room. The front desk personnel were friendly and accommodating, but checked the original room first before they would move me. My second room was an accessible room, so it was laid out a bit differently, mainly in the bathroom, which smelled strongly of urine and was disgusting - like I wished I had shower shoes. The walls were all banged and patched up, and the room was not set up for convenience for someone in a wheelchair at all, other than having more space to move around. The place is loud at night.. I had to turn white noise on my phone to drown it out. Frankfort does not have a ton of options and this location was close to my business event. Still, if I had to come back, I’d rather stay farther out and commute in than stay here.

Ok for a brothel Worst experience ever. After standing there for 15 minutes, I was finally waited on by some young girl. Not that they were busy, I was the only one there and there was 5 of them standing there talking about their sex lives. Very inappropriate. Then I was told that if I didn't want to put my card on file, I could pay in other ways. I asked to speak with the manager and she said she was the manager! I left immediately! This place was a brothel of whores! Not a hotel.

Frequent (business) traveler beware! 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.

The standard of Holiday Inn Express 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.