First of all, let me start with the positives. This hotel was clean, our room was very nice, as were the rooms of our other guests who came in for our daughter's wedding. The continental breakfast was good, and the eating area was spacious. We were allowed to remove chairs from the dining area to take to our room to accommodate the makeup artist, who needed additional seating while doing makeup for the bride and bridesmaids.
Now, the negatives. I've stayed at Choice Hotels all over the southern United States. Being a platinum member, Choice hotels are the only ones we use. That being said, I've never encountered ruder staff anywhere. Our daughter got married at My Old KY Home on the Friday of Memorial Day weekend. We set up a block of rooms for our out of town guests back in October, to make sure people would have a place close by to stay should they choose to do so. We were able to obtain a discount ($20 off each room), and were told to tell our guests to mention they were part of the Smith/Jones* wedding (not real names), to obtain this discount. I thought that meeting went very smoothly, but found that at least 90% of my guests were given a hard time when they tried to make their reservations. One of the friends of the couple was actually told (even though they have a 24 hour cancellation policy) that she would be responsible for the room in the event the couple broke up. I felt this was highly inappropriate, and told them so, but only after numerous other events happened. The flower girl's family requested, and were denied, a late checkout. They ended up renting their room for another night, just so they could have a place to get dressed and relax before the wedding. They were unable to stay the additonal night, but i noticed that their room was rented to someone else last night, when we finally got back to the hotel. So, the hotel made double the money on that one room. Then, when I went to the desk to ask if I could have until noon to get my belongings moved from the room my husband and I had, across the hall to the suite the bride/bridesmaids had, the girl at the desk looked at the clock, saw that it was 10:50, and told me I had 10 minutes. The only one who was halfway reasonable was a younger man (who wore glasses..I didn't catch his name), who tried to accommodate when he could. When I mentioned that I'd never had such bad service at a
Choice hotel, the woman behind the desk (an older woman), actually laughed! We were informed that they are not a "full-service" hotel, so my request for housekeeping once we left the room was denied. The housekeeper then told me that they "run her out" as quickly as they can. When I asked if we could at least get extra towels, since the 4 girls sharing the suite would be using all of them, she told me she couldn't give me extra towels, they would have to come from the front desk. This is the only hotel I've EVER been in that has a notice in the bathroom warning guests that if towels are damaged or stolen, there would be a charge ($5/wash cloth, $10/towel). Now, I don't know who would want to steal one of those sand papery towels, but I did wonder who decides what constitutes "damage" in their minds. The notice said that these charges would be filed to the credit card they had on file. My nephew and his wife were staying courtesy of his mother (my sister), but had to use his own credit card..they refused to honor her credit card, even though she told them when she called and made the reservation that she was doing this for her son, and wouldn't be there with the card to show them. The older gentleman who we dealt with in our initial meeting was in the breakfast area when a child younger than 2 let out a yell....I saw him turn and glare at the parents and child.
All in all, while I LOVE Comfort Inn and ONLY stay at Choice Hotels...if I have reason to stay in Bardstown again in the future, I'll go across the street to Hampton Inn.
We were on the first floor, and the rooms were quiet.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 10, 2012
In response to this, I would have to say that I am sorry if you were inconvenienced by the issues that you and your guests had encountered. First off, our hotel only allows late checkouts up to 2 pm based upon availability and other requests made by other guests. One of the guests in the party requested to checkout at 5PM, in which they would automatically incur a 2nd night charge and that would occur at any hotel, not just ours. In regards to the guest that had to extend their nights stay because we did not allow a late checkout, we could not have sold his room to anyone else because his room would have been occupied for the night he extended even though he did not stay the entire night. Also, the room would have been dirty until our staff came in the next morning to do housekeeping. So, in all, we did not double our revenue for that day. In regards to the statement about the couple breaking up, I would be gladly to follow-up on that, because that would not be allowed to any guest that stayed at our hotel. In regards to the sign in the rooms about the linens, as a hotel, we have the right to place that because unfortunately, their are people in society that do take things or want to purchase the items. If, for some reason, it made you uncomfortable, we do apologize. For many of the issues that were brought up, I agree, there should have been better communication in regards to what is going on and better ways to deal with the issues, but some of the issues deal with hotel policy, which we cannot change for each guest individually.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.