Holiday Inn Express & Suites Louisville Downtown by IHG

The room was clean, spacious, and comfortable, with lots of outlets and good lighting. The bed was comfortable, too. We had one of the small suites, though the AC is in the living room, so it got freezing there while the bedroom stayed hot. Our second-floor room was right above the entrance and pretty loud. We could hear people talking as they came and went or sat outside on their phones. It was obnoxious, but the AC was loud enough to cover their voices when it kicked on. A room elsewhere in the hotel might be quieter. It’s easy to walk downtown from here, and the parking garage right next door was easy to get in and out of. The sheriff patrols it for safety. The front desk staff were friendly at check-in, check-out, and each day, and the cleaning staff we passed in the hall were friendly too. Breakfast was the weak spot. It was typical Holiday Inn Express food, included in the rate, but the eggs and pancakes were cold every day and food was running out. The breakfast staff weren’t friendly, and it didn’t feel like you could tell them about the problem because they didn’t care. We ate it anyway. Aside from that and the noise, we had no complaints and would stay again.

They’re real and genuine, and the hot breakfast is fresh and great. The one thing I didn’t like was that they put ",, incident" charges on my prepaid card without telling me. Management said I’d get all of it back when I spoke with them. I don’t have a car, and everything was at least 6-7 blocks away. That wasn’t so bad if it hadn’t snowed.

Our first room had bathroom lights that didn’t work, a terrible smell from the drains, and a shower that hadn’t been cleaned properly, with mold around the shower and soap dispenser. The front desk clerk said maintenance would take a look, but nobody came. I raised it again with the front desk manager, who moved us to another room. The second room had its own problems. The toilet ran all night and wouldn’t flush properly. I reported the issues to the front desk a third time. They said they’d put in a ticket, but the toilet was never fixed, so we had to go down to the hotel lobby to use the restroom. The front desk manager offered enough points for a free stay. They never appeared in my account, so I had to contact the hotel GM. I eventually got some rewards points, but nowhere near enough to cover a stay at any Holiday Inn. The rooms and service were terrible, and I’d strongly advise against staying here.

Our flight was cancelled during the government shutdown, and there was nothing we could do about it. The manager took full advantage of the situation and wouldn’t hear us out. All she said was, “we will change you no matter what.” She didn’t care about what was happening in the country or about our situation. Rude and unprofessional. I don’t recommend spending your money here. There are plenty of other hotels, so take it somewhere you’ll be respected and cared for.