TownePlace Suites by Marriott Louisville Northeast

The hotel had a nice atmosphere, and the staff were really nice. Housekeeping did a good job, but they seemed to skip the bed and only restock towels and take out the trash. The big problem was bed bugs. I started getting itchy, with bites appearing out of nowhere. My husband had none, so we assumed they came from our outings. On the last day, I lifted the fitted sheet and found a load of bugs. I had a flight to catch, so I gasped, washed my hands, and got out immediately in disgust. Maybe it was only our room. Housekeeping likely knew, since the sheets hadn’t been changed and the bed hadn’t been fixed. I’m not really mad at the housekeeping staff. This seems more like management neglecting room checks and lacking the ability to deal with the infestation.

Beautiful rooms and excellent customer service. The breakfast could be better.

Each day brought another problem. First there was random water, then they resealed the shower, and then there was knocking in the walls. The bathroom was disgusting, with mushrooms growing from the wall. The fridge and dishwasher didn’t work. They moved another fridge into the room but didn’t change my room, and water would randomly come from the shower even when it was off. I kept asking to change rooms as each daily issue came up. They finally moved me after the mushrooms appeared, but the next room also had a disgusting bathroom, and the dishes were dirty inside the cabinet. Don’t stay here.

This is usually the most expensive hotel in the area, and it wasn’t worth spending the stay worrying about what else they’d cut corners on. They offer keyless check-in when renting you a room, despite knowing they don’t provide it. Getting in touch by phone is impossible. Instead, you have to use a messaging window in the app, and they may not respond until the next day. After delaying your check-in for hours, staff try to convince you that their poor service is your fault. This was the worst customer service I’ve seen in a long time from a Marriott property.