Holiday Inn Express & Suites Louisville Downtown by IHG

Reviews

• NT

  Nico Turek

  4 days ago
  1.0
  Rarely leave reviews, but this was one of the worst hotel experiences I've had. My fully prepaid reservation was canceled after I arrived "too late" due to a flight cancellation caused by the government shutdown. It took days of arguing with multiple staff members just to get a free cancellation and rebooking. Most employees were rude and dismissive—the only exception was manager Yolanda at first, but she later became unresponsive. Worst of all: a key was mistakenly given to a random guest who walked into my room while I was in bed. Staff showed no concern, offered minimal apology, and did nothing to fix it. Repeated emails to management requesting at least a partial refund have been ignored. Will be escalating to IHG corporate.
• CB

  Caleb Banton

  Nov 17, 2025
  1.0
  I never got to stay at this hotel. I was sent here from the Holiday inn across the river where I found bedbugs. They didn't have any other rooms available so they called this hotel and gave me the necessary walk papers to go here and they were going to pay for my room. Upon walking in to this hotel I was greeted by a lady at the desk. I gave her the walk papers (see below, the name on the papers has been marked out for privacy reasons as she was not connected to this hotel.) and she looked like she was handed a copy of one of Einstein's equations. She proceeded to call her manager, and then told me she wouldn't accept them because my name was on the room so I had to pay. I had called ahead when room searching and this hotel made me put my information on the room to hold it while the first hotel called to set up the transfer. So yes, my info was on the room, but that was only so they wouldn't give it away during the time it took me to travel from one hotel to the other. The front desk worker kept saying "No cause since your card information is on the room, you have to pay" I tried to tell her they only made me do that temporarily to complete the reservation since rooms were in high demand, but she was like talking to a brick wall. She finally asked me to call the original hotel to ask them what she was supposed to do. I did as requested and the gentleman who picked up was very kind. He was only slightly familiar with my situation because it happened as he was coming on shift, so he didn't handle it. He still was willing to give his best shot to help me. He asked me to put him on speaker phone so he could talk the other lady through the process. She immediately began to argue with him. Unprofessionally and loudly. He stay calm but she persisted in escalating the situation. She said "Now he's lyin!" "Go on and hang up cause I ain't listening to him no more, he's just lyin." She proceeded to yell at him and at me and to use profanities. I ultimately decided to take my business elsewhere. I spent the next 2 hours searching for a hotel and finally had to drive 45 minutes to get there. This woman was more than just unprofessional, she was loud, obnoxious, and belligerent. She was rude and disrespectful to me and to the gentleman from the other hotel who was just attempting to resolve my situation. At the end of her hissy fit, I just asked that she not charge my card and that she cancel my reservation. She even struggled with that. She claimed to have been there for a year, but honestly I'm not sure she knew anything about her job. She asked me to call HER OWN hotel back to cancel my reservation. I did and they promptly told me she was the only one who could cancel the reservation. Overall it was possibly the worst customer experience I've ever had at a place of business. She failed at her job, her management failed in hiring her, and I would strongly suggest you take your business elsewhere. If you come here, you will be yelled at, cussed out, and run off. There were multiple other people in the lobby at the time, one family even stating "This place has been a nightmare since we arrived." Overall she single handedly ruined IHG hotels for me. Take your business elsewhere, this place is terrible.
• JP

  julie pack

  Nov 10, 2025
  4.0
  Hotel is in a great location to walk downtown on foot. There is a parking garage directly next door that is easy to get in and out of and the sheriff patrols the garage as well for safety. Front desk staff was friendly each day including at check-in and check out. Cleaning staff that you would pass in the hallway was also friendly. The staff that worked the breakfast was not very friendly. Typical Holiday Inn Express food, but eggs and pancakes were cold each day and food was running out. You could not say anything to staff though because they did not care. It's included in your rate though, so you just suck it up and eat it. The room was clean, spacious, and comfortable with plenty of plugs and light. The bed was comfortable as well. We got one of the little suites and the air conditioner is in the living room side, so it will be freezing cold in there, but hot in the bed room area. Our room was quite loud though. We were on the second floor directly above the entrance, so we could hear everybody talking coming and going or even sitting outside on their phones. That was quite obnoxious but at least when the air conditioner would kick on, it was loud enough to cover their voices. So other than the breakfast and the loudness of our room (which could be fixed probably by being in a different part of the hotel), we had no complaints and would stay here again.
• EZ

  Elizabeth Z

  Nov 6, 2025
  1.0
  DO NOT support this hotel or their staff. They took full advantage of the government shut down and our flight being cancelled. The manager did not care to hear us out and did not care of the situation happening in our country right now. It was out of our hands that our flights got cancelled but all she had to say was “we will change you no matter what”. Rude, unprofessional and I do not recommend spending your money here. Way too many other hotels to book with. Take your money where you will be respected and cared for.
• JO

  justin O'Brien

  Oct 22, 2025
  1.0
  When we arrived in our room the bathroom lights did not work and there was a terrible smell coming from the bathroom drains. Additionally, the shower did not appear to be cleaned properly, mold could be seen around the shower and soap dispenser. I brought up these concerns with the front desk clerk who informed us that maintenance would look into the issues however, they never came. Once again, I discussed these issues with the front desk manager who moved us to a different room. This second room also had issues. The toilet ran all night and did not flush properly. For a third time I had to discuss room issues with the front desk who claimed they put in a ticket for someone to resolve the issues however, once again, the room was never repaired forcing us to walk down to the hotel lobby to use the restroom. When these issues were brought up with the front desk manager he offered to give us enough points for a free stay. These points were never added to my account and had to speak to the hotel GM. Eventually I was given some rewards points, but they were nowhere near enough to cover a stay at any Holiday Inn location. I would strongly advise against staying in this location, Terrible rooms and service.

Frequently Asked Questions About Holiday Inn Express & Suites Louisville Downtown by IHG