Clarion Pointe Louisville East

My Valentine’s Day plans, time, and gas were all wasted. I booked a jacuzzi room on February 2nd, and the app showed it at 94 while regular rooms were 60. When I checked in, there was no jacuzzi. The man at the desk said he hadn’t seen that on my reservation, but I showed him the confirmation email. He asked which room he’d just put me in, then said there were no jacuzzi rooms left. Why put me in a regular room for over 200 when it currently says 60? I have 304 pending, and the hotel wasn’t worth it. I didn’t even stay, and he wouldn’t give me a receipt or anything. Thanks, CLARION.

We used to stay here two or three times a year for at least a week, since the staff were always wonderful and we knew what to expect despite the small issues. This visit was awful, and we’ll stay elsewhere from now on. It seems much of the old staff has been replaced. Our room wasn’t clean when we arrived, and the floors left our feet black in socks or barefoot. They weren’t cleaned all week. The bed was made most days, which was nice until the last day, when a pillow was left tossed across the room. The maid also left us with no bath towels, just one washcloth and one face towel to share. I hope she’s okay. Calling the desk often ended with them hanging up after ten rings, day or night. At night, screaming children ran through the hotel for hours, from around 10 p.m. until after midnight. And the beds were badly worn, overly springy and wiggly. What a bummer.

Two days before our two-night stay for my daughter’s cheer competition, my mom suffered a serious brain bleed and was airlifted to the ICU, where she’s on a ventilator. I called to explain and asked if they could refund even part of the nonrefundable booking. I offered to provide medical records, but they refused. I can’t understand how anyone could respond with so little compassion. We travel often, but I’ll never use this chain again, and I’ll encourage everyone I know to avoid it.

The staff were my favorite part. They were kind and professional, and the front desk made me feel welcome as soon as I walked in. The property was super clean, and breakfast had lots of choices, including granola, chocolate, and almond chips. Glad I picked this place for the night. Highly recommend.