Room was extremely dark, outdated and poorly maintained! The door between the bedroom and the sofa sleeper room wouldn’t close. The roll up shade would not work. There was no TV in the sofa sleeper area, there were only 2 small bedside lights to light the entire room. Light sockets were very loose so plugs fell out. Peeling paint, popcorn ceiling, dark grey walls and old looking decor gave it a gloomy feel. Treadmills did not work. Phone in room did not work. Asked for towels but did not receive any until we went to front desk ourselves. Pool was very cold, looked dirty and had clumps of hair floating in it.
I wanted some ice and spent 10 minutes looking for an ice machine. We skipped the $10 breakfast buffet and went to a nearby Cracker Barrel because the buffet looked very underwhelming.
The room was great, remodeled and clean. The staff was kind and quickly assisted with check-in. I was disappointed that the pool and the gym were closed, said they were being renovated. Area has plenty of places to eat and it was quiet and peaceful at night.
I appreciate the free shuttle from the airport. The hotel is close to the airport, Freedom Hall and University of Louisville. Walkable to restaurants. The staff is kind and the lobby/facility is comforting and clean. The rooms are big and clean. It is quiet, relaxing and I feel safe.
We stayed here to visit University of Louisville campus for my daughter. The staff was super friendly. No matter what we asked, they always found an answer for us whether it was about the hotel or the city! ❤️
Got double charged for 3 rooms. Front desk clerk Emanuel refused to refund the over charged amount. Asked to speak to a manager and he got very upset and call the police on us trying to get us kicked out of the hotel. The police officers saw where we were double charge but were not able to do anything being a civil suit. The police officers then told the front desk that we were not to be evicted from the property. He still continued to refuse to call a manager. The next morning on the day of check out, a manager was there and was extremely pleasant and helpful. Very apologetic and working to get the overcharges corrected. As far as Emanuel, absolute worst customer service I’ve ever received and we won’t be staying at anymore four points unless this employee is no longer employed with them. 1 or 2 other people behind us canceled there reservations while all of this was taking place.
Tim was the BEST!!! So kind and polite, very knowledgeable about the area and history.. if I had to rate his customer service it would definitely be 20/10, made you feel comfortable in a city you’ve never been to before… thank you again Tim!!