I would like to give specific recognition to Juanita Rutledge for assisting me today. When I arrived to check into our two bedroom suite, due to construction in the hotel, she wasn’t able to put us in a two bedroom suite. Instead she reached out to her sister property down the street, and had them match the price so we can get an adjoined room for our New Year’s Eve Trip. Thank youJuanita
This location is currently under renovation and I wasn't told when reserving or checking in. I questioned why I was on first floor because my preferences say upper floor and I haven't been on the first floor in years. The woman at the front desk said that the upstairs was closed. I asked why. Only at that time did she say they were doing renovations. I asked if they were going to be pounding and waking me up and she said, "Hopefully not, but maybe. They're only moving stuff out of the rooms." Well that was completely wrong. They were putting in carpet and I don't know what else. There was banging and pounding starting before 8am both days of my stay.
During my two days staying here, I found out several things:
1. The workers were housed in the quiet, renovated building.
2. Nobody was suppose to be on the first floor, only on the 3rd floor or the other building.
3. Management was well aware of guests being upset in regards to not being warned about renovations, but continued to not alert them. Task manager I spoke with said their management company wouldn't allow them to put a notice on their website.
4. There are many reviews complaining about the same thing. I only wish I read them before my stay.
To me, it's simple, you must alert the guests ahead of time so they have options. If you don't, you need to accommodate the guests and not shrug your shoulders like you have no control over the situation. On my second morning, I was so frustrated not being able to sleep, I asked to be moved so we could get some sleep. I was told I needed to come to the lobby to talk to the GM. While I was waiting, I overheard a conversation between the front desk clerk and what looked like a worker. They were talking about me and I heard them say something about me complaining about noise. The worker rolled his eyes, shrugged his shoulders and said, "It happens." This attitude, coupled with managements refusal to notify and alert guests prior to arrival, speaks volumes about their lack of concern for their guests. From my research, this management company also runs a Marriott Courtyard, a Hilton and a Hampton Inn on the same street. This makes sense now because I stay at Marriott's for a reason. I don't like Hilton and I don't like Hampton. But, if this management company runs all their hotels the same, I'm not getting the Marriott's experience here. There are three other Residence Inns in Louisville and I will be staying at one of them when visiting family in the future.
This hotel had so many opportunities to avoid this review. They could have alerted me. They could have never put me in this room that nobody was suppose to be in in the first place. Their reason was supposedly that they didn't have any other two bedrooms. Well, think outside the box.... give me two studios in the quiet building. Offer to move me next door and give me two rooms. Offer to move me to another Residence Inn and compensated the difference in cost. Something! Anything!
The lack of concern for their guests, adversely affected my quick weekend trip to visit family. I am mad and resentful that I wasn't warned and didn't have the option of choosing another location when making my reservation. I came here to see family that I haven't seen in over a year. We are night owls and stay up until the wee hours talking, playing games and just catching up on each other's lives. I would get back to the hotel between 3am and 4am and the banging started before 8am both days..... Saturday and Sunday! Saturday we came back here for an hour to watch the end of the U of L game in the middle of the day. The whole time there was banging and workers walking by the window. We left at 6:45pm and they were still working. When I talked to the task manager, she said that they work 8am - 8pm every day!
I could add more detail, but I'm becoming redundant and I think everyone reading this gets the picture. Although I'm sure the renovated rooms will be very nice when done and the staff at the hotel that I encountered were very friendly and empathetic, I will
the agent behind the counter was very nice. when I approached the desk, I had asked if she had a room with two beds. she said that they were completely full... which was understandable.
the room key would not work after three trips back and forth from the room and front desk. finally, the maintenance guy confirmed that the lock was not working.
so... the front desk agent put me in a room with two beds, that hadn’t been available fifteen minutes earlier.
We enjoyed our stay here. Complimentary happy hour was nice. Laundry facilities were a little pricey and the place is kind of tricky to get to. Also a lot of construction going on while we were there in Sep 2019.
We enjoyed our stay here. Complimentary happy hour was nice. Laundry facilities were a little pricey a and the place is kind of tricky to get to. Also a lot of construction going on while we were there in Sep 2019.
I stayed here recently and must say that every single staff member I met was outstanding.
A+ Customer Service. The front desk is a demanding communication hub where I seen calm & courteous professionalism the entire time.
We stayed here for a very early flight the next morning. Very close to airport. The very nice lady at the front desk (with fresh baked cookies) said they have a free shuttle and could leave our vehicle here while gone on cruise for free. Choose not too and ended up paying $104 for garage parking at Airport. Should of took her recommendation. Nice accomendations.
The hotel was nice. The company could have been better
Great facility. The rooms are large with a living room, kitchen, and small dining area. The staff cannot be beat; they are the best!
Great suites! Clean rooms! Shuttle service to Kentucky Kingdom and the expo center and airport. Good food for breakfast everyday.
Very nice staff. Conveniently located near the airport. Not much by way of food near by. There was a very foul smell in the hallways as well as my room. It smelled a lot like a cat had sprayed. Nice kitchenette with a full size fridge.