Holiday Inn Express & Suites Frankfort

We really enjoyed the location. It was close to the area tours, food, and stores. The bed was comfortable, but could really have used new pillows. The staff was nice. The breakfast was good.

Internet didn’t work hardly at all

This hotel fits within the standards of what you expect from and Holiday Inn Express, clean, comfortable, and decent breakfast. For the price I am happy to indulge in a good breakfast. There was a little confusion at check in regarding how many rooms I reserved but it all worked out in the end. Would stay again when in the area.

Hotel is old and dirty room smelled bad

Staff was extremely friendly and helpful. Quiet guests and neighborhood

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.

Check in went smoothly once someone came to the desk. The room was clean but had a very loud smell--it eventually faded but was very stout once you opened the door. The room had a ceiling fan!!!!!!!! This was my favorite thing as I have to have a fan to sleep!!! Shower pressure was good. The only thing that I would change about my stay here would be the checkout--there was no one at the desk & they had left a basket for the key cards. That made me very uncomfortable--I have trust issues & could imagine someone stealing that card & doing something in the room they might try to hold me responsible for. I ended up searching out one of the cleaning people nearby & having her to take care of my key. All in all a great stay & I will definitely come back here when in the area.

Although this Holiday Inn Express was clean and we were happy with our room and the breakfast was great as well, hotel felt very tired overdue for a remodel and update. The staff said they were on the list for a remodel just didn't know when. The staff was very friendly and helpful and the hotel stays very busy and had a lot of business while we were there.

The property was dirty, floors sticky. In the room there was mismatched fixtures and the carpet had something on it to where your shoes were sticky after walking on them.