Hotel in zona 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.

Siamo rimasti qui due notti a Hampton, sapendo che era in corso una riparazione, la nostra stanza era al quarto piano, e era stata completamente rimessa, tranne per i dipinti e gli specchi extra. L’unica migliore che potevo trovare era il fascio sul secchio - non c’era spazio per installarlo dietro il fascio perché hanno aggiunto un cappuccio allo specchio, così era all’angolo posteriore destro. Questo è un buon posto, tranne che il fulmine era troppo breve, quindi l’acqua si è riversata sul contatore quando si lava le mani, ecc. Suggerisce che si sostituissero con fulmine più lunghe. Il personale era molto utile e amichevole. Hanno fornito informazioni sulla zona e hanno risposto alle nostre domande. Il colazione era buono, abbiamo avuto una scelta diversa la seconda mattina. In generale, il nostro soggiorno era allineato a quello che ci aspettava da un Hampton. Si raccomanda di rimanere qui, soprattutto quando le riparazioni sono completate.

A very nice family run property. Good rates, clean rooms, and helpful staff. Flower beds that are maintained are always a good clue to a property kept with pride. A clean outdoor pool invites. Faint tobacco smell may be off-putting to some. On site laundry is convenient. Looking forward to staying again!

Grande hotel! Situato in pochi minuti a shopping, cena e attrazioni locali. Hotel e camera era molto pulita. Il personale era molto amichevole e ospitante. Il letto era estremamente comodo e le strutture erano senza spot!! Molto spazio fuori dalla stanza per soggiornare e mescolare con altri ospiti. Sicuramente prenoteremo di nuovo in questa posizione! Molto consigliato.