Holiday Inn Louisville Airport - Fair/Expo by IHG

The rooms and location were fine. The customer service, though, was the worst I've experienced at a Holiday Inn. We were there December 5-7 for my daughter's cheer competition, and I saw staff behave in ways I found incredibly unprofessional. My wife booked through Team Travel Source and was told breakfast was included. At check-in, she was told it cost $6. Desk staff said she had $6 breakfast credits and should explain this to the breakfast staff the next morning. They laughed while telling her, which already left her confused. Then breakfast staff said they'd never heard of a $6 price and argued breakfast cost $12. The desk staff had simply made up the arrangement. On Saturday evening, I was watching football at the bar when a cheer dad walked over from a neighboring hotel that didn't have a bar. A front desk worker cussed him out, then accused the bar staff of ignoring him while he flirted with a young teen. I watched the whole thing. The teen ordered food at the bar, and the dad had a brief conversation with her, encouraging her in the competition. It seemed harmless. He was friendly and chatty with everyone, young and old, men and women. The way the desk worker handled it left the bar staff shaken, and they apologized to me over and over for the childish scene. It's hard to put into words how bad the staff were and how poorly management must be to allow this behavior. Avoid interacting with them if you can.

I was in town for work during Bourbon & beyond and Louder than Life, 9/10-9/23, and had a great stay. The shuttle ride from the airport with Lance was short, but he kept us laughing and was really friendly. The outside was clean, and the lobby was nicely decorated. Check-in was quick and efficient even with a full lobby, thanks to Lani, who was courteous and stayed nice throughout my visit. Everyone I encountered was great. Mr Curt let me know the hotel shuttle could take me close to the event each day, closer than other shuttles, and he followed through. Ms. Danielle and Ms. Demiya made me feel at home while I was away. My double room was comfortable, especially with the blackout shades. Breakfast was good each morning, though a little repetitive. Can't wait to come back next year.

My truck and six other trucks were vandalized in the hotel parking lot during my stay. When I reported it, the response was essentially that signs were posted and it was my responsibility. There was no concern, help, or attempt to support guests affected by a crime on the property. A sign doesn't replace basic security or care for customers. If you care about your vehicle or expect a hotel to take guest safety seriously, I'd reconsider staying here.

The rooms were comfortable and clean, but the hotel's website needs updating because its information is wrong. I was traveling alone with four kids, and a pool was important so they could unwind and burn off energy. Online it said the pool opened at 8 a.m.; staff told us 10, then said it wouldn't be open even if we waited. The lobby coffee was probably left from the day before and was room temperature. I wouldn't recommend this hotel if you're traveling with more than just yourself.