I stayed at this Holiday Inn on Sat. March 12th with my daughter, a friend & her young daughter. Immediately after booking the room (a couple of months before our visit), my friend called to verify the reservation was for a room with 2 double beds. Because the hotel's website states they are 100% nonsmoking now, she didn't inquire about that. The day before we arrived she called again to ask if the hotel had a shuttle service that could take her & my daughter downtown to a concert & pick them up afterward. She was told it would be "no problem" & given the amount it would cost for this service.
When we arrived, the man at the front desk said we were being put in a SMOKING room with 1 king bed. He said, "You booked through PriceLine so you aren't guaranteed anything and this is all we have." (When my friend had called to verify the room she plainly told them she had booked through PriceLine & was assured of the 2 double bed room). We accepted the room & stopped further down the desk to discuss arranging the shuttle for transportation.
They were put on the shuttle schedule to be picked up at 7 pm. We again asked, "Can you pick them back up after the concert?" The woman said, "Of course. It's no problem. Just take this card & call us when you're ready to come back."
At 6:58pm, the front desk calls & says the shuttle is running behind & could we leave at 7:10 instead. We agreed & proceeded to the lobby at 7:10pm. My friend & daughter were dressed in costumes for the concert, but it was time for the shuttle & we had no intentions of "hanging out" in the lobby. However, the shuttle was STILL not there. I asked a lady at the front desk if she could check on the shuttle for us & she rudely said she'd check on it "in a minute" but never did. So when the manager walked by, I asked him to find their shuttle before they were late to the concert. Eventually, the shuttle showed up & they arrived at the concert with only a few min. to spare.
When it came time to come home, my friend called the hotel & was told they would check with the shuttle driver & call her back with an ETA & a location of where they'd be picked up. After about 15 min. passed, my friend called me & said, "Can find out what's going on with our ride?" So I called the front desk & was told that they couldn't go get them because they were picking up some other people. (I don't guess they had planned on calling her back & telling her this...) When I explained that we had been told they would have a ride back to the hotel, the man rudely said, "We don't guarantee transportation!" After arguing with him & telling him they'd just get a taxi (which was considerably more $$$), he ended up calling back a few min. & saying they'd get them. It was another 15 min. before they got to them. All in all, my friend & daughter were left stranded outside in downtown Louisville at midnight in cold winter temperatures for close to an hour.
The people working the front desk were the most uppity, rude, hotel employees I have ever encountered! I have been treated 100X nicer in MUCH more luxurious hotels than a Holiday Inn could ever be. The room itself was clean, but the pull out sofabed actually had a rip in the bottom part that held the mattress up so I ended up sleeping with my legs dangling all night. The smell of smoke was TERRIBLE!!! They most certainly are NOT a nonsmoking hotel as their website states they are. In fact, many of the rooms have signs on the doors stating whether they are smoking or nonsmoking rooms.
The pool was tiny, but clean. Unfortunately, several school teams of young people were staying at the hotel & the pool was not even close to being big enough to accommodate as many people that wanted to use it.
This stay could have been MUCH nicer if we just hadn't been lied to or treated like we were less important guests than everyone else. The hotel was packed full with the young teams & people who were there for a dog show (WITH all their dogs running everywhere).
I do have to say that the shuttle drivers were SUPER nice. They were friendly & happy to do their jobs. It's unfortunate that the front desk & management haven't taken any cues from these employees & learned that customer satisfaction is what makes or breaks their business.
I apologize for the length of this review, but I don't want anyone else to go through what we went through. I hope that this review saves someone else from wasting their hard earned money on a bunch of lies.
- Official Description (provided by the hotel):
- Newly Renovated The Holiday Inn Hurstbourne I-64 East is located in the heart of Louisville's East End, just blocks away from shopping, several restaurants as well as business & industrial parks. Our hotel is 10 miles northeast of Louisville International Airport, the Churchill Downs/KY Derby Museum. The Holiday Inn Hurstbourne, I-64 East, offers full conference facilities for up to 800 people with 13 function rooms available. Catering and audio/visual offices are onsite to help with your function. Enjoy our Winner's Circle Restaurant & Lounge, featuring a menu laced with Kentucky fare. Special rates for RVIA, National Farm Machinery Show, Mid-America Truck Show, KY Derby, the Abbey Road Music Fest & National Street Rods! ... more less
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