Embassy Suites Louisville East

Nasty, dirty, uncomfortable. Horrible experience. If I could give this hotel 0 stars, I would. This was the dirtiest most disgusting hotel we have ever stayed at. Please do not stay here. We checked in our room and the carpet was torn up and there were very visible white spots all over the couch. We went to the front desk and asked for another room. In that room, there was a dirty wash cloth in the bathroom, dirty toilet and empty alcohol bottles in the closet. To top it off the furniture was super worn and extremely dirty, it made me cringe. We eventually got a refund and went to stay at the hyatt down the street. Absolutely shameful. To have people stay here is unethical. I was extremely displeased. I used to love the Embassy suites brand, to have it go down like this is a tragedy. Oh, don't let the lobby fool you, the lobby and halls are nice. But just wait until you get in the room. The person at the front desk told me they get complaints all the time. When we were leaving, we talked to another guy who was staying there and he said he experienced the same thing in his room. Also while we were leaving,, a homeless man pulled his pants down in front of my daughter and showed his privates. Shes was so traumatized she did not stop talking about it the whole trip. Homeless people lay directly in front of the hotel and no one does anything about it. Horrific!! Who ever is running this hotel should be ashamed of themselves.

Major Construction Zone-- Looks Nothing Like Pictures on Website Wow...I'm not sure where to start. The website said the pool was being renovated but reopening when we arrived. When we walked in the hotel for the first time, it was nothing but jackhammers and strong chemical smells from ripping up the entire center of the hotel. Free earplugs were being handed out at the front desk. Talk about being blindsided. Front desk staff was friendly, but I'm sure tired of hearing about the complaints. Employees at this hotel are set up for failure with the amount of construction currently going on. THIS PLACE SHOULD NOT HAVE BEEN OPEN DURING OUR STAY. People expect an experience when they travel for fun with family. That's part of staying in a new hotel, especially a Hilton. The overwhelming noise of jackhammers and concrete saws from 9am to 6pm. Breakfast and bar area was moved to a little conference room. Only one elevator was functional. The indoor pool never opened. We never had shampoo, soap and conditioner in our room. The new carpets in our room were already badly stained. Front desk employees were understanding and tried to fix things as best as possible. I give them credit for maintaining a positive attitude despite the mess they are working in. Another member of our party did get them to agree to giving us one free night and 50,000 bonus points for accepting the conditions of our stay. They came through with the free night, but the bonus points have not appeared for any of us despite multiple phone calls. I'm guessing that was offered to appease us in the moment, but not really planned on following through. I waited over a week before writing the review to give them a chance to come through, but eventually you give up. I'm sure this hotel will be beautiful when complete. As an avid Hilton traveler, I would love to see this place again next July when we were return to Louisville. It's just unfortunate that current guests have to endure the current conditions and lack of amenities. It is even worse that nothing on their website gives you a heads up as to what you are walking into.

Safety Concerns Upon arrival, I was thrown off a bit by the amount of construction being done in the atrium. A heads up email would have been great, but it was contained well, workers didn't start early in the am & they contained the construction mess really well. I always digital check in & digital key, but because I was arriving early, I wanted to confirm my room was ready early. I called & talked to the front desk who confirmed my room was good to go & I could absolutely check in early. I went straight up to my room upon arrival. When I opened the door with my digital key, I was SHOCKED to find personal items on the coffee table & a man standing at the kitchenette bar putting a face mask on. As a woman, this was incredibly alarming. I immediately closed the door & went down to the front desk. I reauested a manager, explained what happened, she looked up my room in their system & said "Oh, I forgot I had maintenance scheduled for this room. There's an issue with the bar sink that maintenance is working on." _‍♀️ Relief that it was an employee helped, but that unsettled feeling took a bit to shake off. The room was great though. Clean. Spacious. Comfortable. Would have loved to see a smart TV so I could stream Netflix though. Breakfast was good as usual for an Embassy Suites. Kudos for the unconventional set up due to construction! The chef made it work & all with a smile! I grabbed Breakfast early & then decided I had time to squeeze in a couple more hours of sleep before having to get ready & check out. Housekeeping knocked on my door no less than 3 times during those 2 hrs(between 8am-10am). Check out is at Noon. There was no reason to continually bother guests. Since I was sleeping, I did not answer the door, but did hear the knocking. On one knock event, I did hear the door engage & open. Thankfully I had the door block latch open & they couldn't actually come in. Again, as a woman alone, this was INCREDIBLY alarming. If you're a woman traveling alone, I would NOT recommend this hotel. There were far too many security concerns for me to return on my own again. My only peace of mind was my boyfriend arriving a few hours after me & staying through breakfast. Otherwise, I'm not so sure I would have slept well.

Pamela is the best!! I rarely write reviews, but just had to call out the above and beyond customer support from Pamela! I was a dummy & left an important item in the safe & didn’t realize it until I got home. I called & she quickly went up to the room, found my item & promptly called to give me the great news. I could tell she cared and it meant so much to me. Next time I’m in town for business, I will be staying here again. Hard to find honest & caring individuals anymore, but I did here!! Thanks again to Pamela! You made my day _

A problem-free stay Thank goodness for Pam, an absolute treasure of/for Embassy Suites. She’s knowledgeable, efficient, personable AND SHE LISTENS TO YOUR CONCERNS!!! My husband and I will not hesitate to stay at this Embassy Suites for any future visits to Louisville.