Quality Inn Harlan, KY

We were really unhappy with our stay. The place smells moldy and musty, the outlets don't work, and the shower has no water pressure. The room phone was dead too. They advertise an indoor pool and hot tub, but neither had been in use for several months, and no one told us so we could make other arrangements. Since it's the only hotel around, there's no reason for them to keep up the building. The one good thing I can say is that Shannon was very friendly and helpful.

The big, comfortable bed and nicely updated room were great after a long trip. The clean linens and towels smelled nice, the furniture was good, and the bathroom was clean. The shower had awesome water pressure. Room #104 was quiet, and the room was bigger than many in newer hotels. From the road, it may not look as updated or top-notch as some people expect, and there aren't many choices in this little city. But the young woman at the front desk was welcoming, the hotel was clean, and the staff seemed to care about doing a good job, which I don't see much anymore. I travel a lot and am picky. For the value and location, this Quality hotel is a great little gem. I'd stay again and fully recommend it.

The coffee was fire, and the check-in staff were wonderful. After a long drive, arriving late and getting that kind of hospitality really made a difference. I couldn't make it to breakfast in the morning, but my room was comfortable and quiet enough. They have Netflix on the TV so you can log in, and my receipt was under the door when I checked out. I came to Harlan for work, and my coworker told me to choose this motel over the other one. I'd accidentally gone to that other place first, so the difference in quality was night and day. My only possible gripe is that when you leave, you can only turn right, then you're supposed to go down and make a U-turn to get back. That's subjective, though.

I'm VERY unhappy with the customer service. We chose this hotel over another because it had an indoor pool. When we checked in, the pool was open and wasn't “broken.” We left for a while, came back, and suddenly it was “broken.” My personal opinion is that they didn't want us using it because they were lazy.