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Reviewed 4 April 2021 via mobile

There were no sheets or pillows in the room for the sofa sleeper. The front desk did not have any either. The only option was to sleep on a mattress that still had the plastic wrapper on it. My son froze the first night with no sheets, pillow, or comforter, just his clothes on top of plastic. If my son was younger, sleeping on plastic would have been dangerous. The second night we asked if there was at least a comforter for warmth and were asked, “What’s a comforter?” (Most of the staff were not fluent in English) After some discussion, we got across the point of a blanket and were provided one, but still no sheets or pillow.

Saturday morning we asked and were given a breakfast-to-go bag, but Sunday morning there was no breakfast or coffee at 8:00 a.m.

The front desk staff were seldom behind the desk. You could stand at the desk and no one came out to help you. Guests had to walk around to the back office area and say, “Anybody here?” Before someone came out. This was not a one time incident, it happened multiple times to multiple guests.

The hotel was new and clean, but the management and customer service need many improvements.

Date of stay: April 2021
Trip type: Travelled with family
Thank familyvisit830
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
IHG Service, Other at Holiday Inn Express & Suites Bardstown, responded to this reviewResponded 23 April 2021

Hi familyvisit830,

I'm glad you chose our hotel for your visit to Bardstown. Thank you for staying.

We promise a comfortable and convenient experience for all of our guests. I'm sorry you experienced issues with the stay, especially with the sheets, pillows, comforters, breakfast, and Front Desk service. Trust that I alerted our management about this so we can make the necessary changes to better our service.

We appreciate your feedback about your stay and looking forward to your next travel.

Many Thanks,

Rein V
Case Manager
IHGService

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 January 2021

A few days ago we spent the night at this hotel.. The experience was perfect from the room, to the front desk staff and to the manager Jarrett. It is a new hotel-very clean- and the location is great. Holiday Inn should be very pleased with their employees at this hotel...Great job!!

Date of stay: January 2021
    • Value
    • Cleanliness
    • Service
Thank lynn463
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC