Holiday Inn Express & Suites Bardstown by IHG

The room I paid for (a two bed with pull out suite) is NOT the room I was given. The room was not prepared for 6 people (only two towels and two wash cloths), the front desk was extremely rude at check in and required me to hand them my credit card as opposed to allowing me to run the card through the reader. Front desk did not answer the phone several times when trying to call down for a box fan and when someone finally answered, nothing was sent up to the room as we were told. The noise factor was extremely loud. Also, the property called to confirm I was coming the morning of check in at 11:30 and asked if I really needed the sleeper sofa.

Staff friendly. Room clean. Only suggestion would be walls need repainted in room & lobby, very scuffed & marked up.

Sadly I wish we would have stayed at the Fairfield Inn next door. The reason we stayed in this hotel was due to lack of suites at the Fairfield. We booked a suite and it was hardly what we were hoping for. The bathroom had some grime in the jets in the bath tub and we had no hot water. The ceiling was leaking water in the lobby hallway and the smell of the lobby was less than favorable. We did not have hot water the first night and when we let the staff know they were perplexed as how to handle it. They tested many rooms on the floor we were on and none of them had hot water. When asked what they were going to do they said they could give us a discount- which was appreciated however, there was still no answer about the hot water. The person at the desk who checked us in and who I followed up with on the discount was pretty bumbling- did not ever really answer my questions. When checking out- the person who helped me looked like he needed to bathe, there was stains all over his shirt- asked me if 15% felt "fair" for the discount- which ofc I appreciated, however, seemed very disorganized. Overall - I would not stay here again.

Breakfast was very good.

It was a terrible experience. I had a room confirmed and tried to check in at 11:30 PM as I was busy all day. When I got there, the young Gen Z person at the desk did not speak or welcome me and when I said I needed to check in, he put his hands over his face and said, "Ohhhhh No." He never addressed me directly, but he turned around and walked away, then a little petite guy comes up and says they had computer issues and some rooms showed clean but were actually dirty and they didn't have any maids working then. He and another girl said they were going to clean the rooms. I was very understanding, but then when I sat in the lobby for almost an hour with no communcation, the little guy comes by and I ask him what the situation is as I have been waiting for awhile. He rudly says I can cancel my reservation if I want, I was like, it's almost 1:00 AM, he says, "what do you want me to do about it?" As I was getting frustrated, he says, he can call the police and tell them I'm trespassing, even though I had already "checked" into the hotel. I kept my cool, but it was hard. He also said he was the night manager, which made it so much worse. The other girl supposedly called the hotel owner and my room was supposed to be comped but not sure if it's happened yet as I went to check the next morning and another front desk person said he didn't know how to check and I should call later...it was a crazy experience. I would not recommend this hotel!

Property is clean and well maintained. Staff is very friendly. Room is very nice.

One layer of window treatments and bright lights outside I'm use to blackout and it was like daylight all night on the fourth floor

Hotel needed some attention. Breakfast was ok. Front Desk Staff seamed like they didn’t want to be there.