Fairfield Inn & Suites Louisville North

I’ve been with Marriott for years, but this has me questioning whether I’ll stay with them again. We arrived after driving all the way there and found the hotel closed, apparently for quite a while. My Saturday check-in was still active in the app. Marriott had emailed me Monday to plan the trip and Friday to check in online, and even Sunday morning the app was telling me to check out. Customer care opened a case but said they couldn’t do anything else. They offered a different Marriott across the street at a much higher rate. When I asked them to move my reservation or funds, they said I’d need to pay for the new room while they worked on the case. I can only give this one star because zero isn’t an option.

We got to the hotel at 9 pm for a Louisville convention and found a sign saying it was closed and to contact reservations if we hadn’t been notified. Reservations didn’t know it was closed either, and Marriott has offered no help. The nearest open hotel was an hour and a half away since everything in the city was booked for the night. We had reserved three rooms. If you want to be left without a reservation you made in advance, this is the place. Worst Marriott experience I’ve had.

We came to town for the races at Churchill Downs in Louisville and chose this calmer spot instead. There are two nearby bridges into Louisville, and the complimentary breakfast buffet was a nice bonus. It had two hot items each day, with the choices changing from day to day. This was our first stay here, but we’ll come back. The public spaces and rooms were tidy, our room had plenty of space, and the bed was comfortable.

We only stayed one night, but the pool and hot tub were a great way for the family to unwind. The room was comfortable and the service was amazing. The front desk team were so welcoming, and Michelle took time to help me sign up for rewards and explain the basics with a warm smile. That’s hospitality. We’d definitely recommend it.