First, the positive experiences: We were promptly and efficiently checked in. Breakfast was fresh, well stocked, and had good variety. The location is convenient, and the property seems safe and secure.
Unfortunately, the overall experinece was not positive. Our room (330) must have been a smoking room at one time. The smell was somewhat objectionable, but the property was full and we were with a large group, so we decided this was not a major issue. Water temperature was never hot enough for a warm shower. Again, an inconvenience, but not worth complaining.
The major complaint, though, occurred on Saturday evening. We travelled to Louisville and were staying at this Holiday Inn Express with a large group of approximately 120 parents and children. We were peacefully talking, celebrating a birthday, and relaxing after a long day (and season) of youth cross country running. With no warning, the night manager approached our group at 8:45pm and informed us that we were required to leave the area by 9pm. There were no signs present informing us that the lobby and community areas closed at 9pm. In fact, the pool area remained open until 10pm.
After realizing the night manager was under strict direction from his superiors, I called the Holiday Inn Express customer service line. I was on the phone in the midst of our group, so obviously the group was not obnoxiously loud or I would not have been able to hear the conversation. After about 20 minutes of explaining the situation to three people, I was finally informed that this was not an issue that the corporate office could address. I was promised a call from Rocky, who is apparently the property manager. Not surprisingly, I never received a call. I see that Rocky Patel is referenced in many other complaints here on Tripadvisor. Holiday Inn Express would serve itself well by investing in customer training for Mr. Patel, or a change in management at this location.
During checkout, when I explained my dissatisfaction, I received a substandard apology. There was no admission of fault, nor an offer of problem resolution.
If traveling with a group, or if you plan to stay in the common area past bedtime for the average toddler, find another place to stay.
- Official Description (provided by the hotel):
- Holiday Inn Express Louisville East is located off of I-265 exit-32, on Chamberlain Lane & Westport Road interchange, where our guests find Consistent Quality Service. We offer complimentary Deluxe Continental Breakfast with Hot Items, Heated Indoor Pool, Whirlpool, Fitness Center, Meeting facility up to 40 people. Convenient access to Ford Plant, local shopping, dining, area businesses & Churchill Downs, home of the Kentucky Derby.With our 100% satisfaction guarantee & Priority Club Rewards, is the right hotel for all your business & leisure needs. We are just minutes from Downtown Louisville, 4th Street Live, HorseShoe Riverboat Casino, Kentucky Fair and Exposition Center, Cardinal Stadium, University of Louisville Campus, E. P. Tom Sawyer Park, Six Flags Kentucky Kingdom, and Louisville International Airport, Airport Code SDF. Whether in town for business or pleasure we can meet and exceed your needs. With our central convenient location, your just minutes from restaurants and entertainment. We offer Complimentary High Speed Wired & Wireless Internet Access in Rooms, Lobby, Meeting Room, Breakfast Area & Business Center. ... more less
- Reservation Options:
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- Also Known As:
- Holiday Inn Express Louisville i-265 East Hotel Louisville
- Louisville Holiday Inn
- Holiday Inn Louisville