Holiday Inn Express Louisville Northeast by IHG

Awful as usual. Been staying here for 8 years 3-4 times a year but has continually declined in expectations. Awful Never honors room preferences, shower drain occluded, cold breakfast but hot milk/water which was stored in cooler due to broken drink dispenser, broken pancake/waffle maker, gym out of order, pills found laying on floor in room which leads me to believe room wasn’t cleaned properly prior to our check in. Room was 75 degrees at check in and reached out to desk associate to ask if wall thermostat or wall unit regulated temperature and was told to adjust wall thermostat. Turns out it’s the wall unit and was 5 hours before temp reached 72 degrees.

Bed bugs! We stayed 2 nights and found bed bugs. Tried speaking to management. However, they were not available, we checked out early. We're from out of state, I had no idea what a bed bug even looked like until we Googled it to compare, disgusting. I will never stay there again, that's for sure. The general manager has finally contacted me almost a week after my stay to say I am not telling the truth. I have no reason to lie. I live in a $500,000.00 home and it's extremely clean, I know for sure we didn't bring them with us, and I know what we found at the hotel. Never again!! Beware!

Great hotel! This was the first time we stayed at this hotel but if we’re in Louisville we would definitely stay here again. Check in was easy and the staff was friendly and helpful. Our room was large and very clean. Breakfast was good with a lot of choices and a friendly staff member working the breakfast bar. Thanks for a pleasant stay.

Total lack of Customer Service after an exhausting work day and drive....OH! plus NO Room! They canceled it. After a 14 hour work day and a 4 hour drive (of my 6 home) I stopped at the hotel (where I had a reservation) .When I walked in, I interrupted a personal facetime call (which the clerk never ended, only put the phone down) I was told due to the credit card on file, my room was canceled. I went out side and got the proof of corrected card that was sent on Tuesday (24 hours ahead). When I went back into hotel, I was ask to "hold on". This was at 9:30pm. He was on another facetime call with someone helping him with the computer. Word for word, letter for letter. After 15 minutes of waiting. The person on the other line asked if there was someone in front of him and he said "No, there is a lady waiting". Again, he was asked if someone was in front of him and I said "YES". The guy on the phone told him to tell me they had no rooms. I was livid. I told the clerk that he could have told me that to start with and not make it look like I had a chance at a room. He said he did, and I had to correct him and tell him he said it was canceled due to my company's credit card. This was very unfortunate. The hotel may have been really nice. It was only a half mile from our Louisville office which makes it in a great location for clients and customers. I did send the hotel an email before posting this and let them know I would if I didn't hear back. Not a peep. Which is very sad as I am an IHG member and try to choose those hotels. I will not be staying here in the future, nor will it be recommended. Completely due to the total lack of customer service. I was blessed to find a hotel across the bridge in Indiana with a very friendly and attentive clerk, the ONLY room left in the hotel AND a reduced rate. Looks like Hilton from now on.

Group Event I stayed here with a group for 3 nights over Derby weekend. We were greeted by the hotel manager with a welcome reception. Such a nice touch. I can't say enough good things about the staff they were friendly, polite and helpful. The breakfast was refilled often with fresh supplies. The hotel was extremely clean. The beds were very comfortable. I would definitely stay here again and recommend you do too!