Holiday Inn Express Louisville Northeast by IHG
🏨 Hotels & Travel · Louisville
total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Room lacked accessibility features and staff failed to address safety concerns.
The hotel room was dirty, smelled bad, and had maintenance issues.
Business reply on Google
Thank you for taking the time to share your feedback. I sincerely apologize that your stay did not meet your expectations. The cleanliness concerns you described, including the odor in the room, the condition of the bathroom, and the spider you encountered, are unacceptable and do not reflect the standards we strive to maintain. I also apologize for the inconvenience caused by the limited availability of our ice machines. Your comments have been shared with our housekeeping and maintenance teams so these issues can be addressed immediately. We appreciate your honest feedback, as it helps us identify areas where we need to improve. I'm truly sorry we were unable to provide the quality experience you expected, and I hope you'll consider giving us another opportunity to provide you with the clean, comfortable stay our guests deserve. Warm regards, Marcus Butler
hotel failed to provide promised loyalty points and ignored multiple emails
Business reply on Google
Hi James, We're truly sorry to hear about your experience and the frustration it caused. Your feedback is invaluable, and we are committed to addressing these concerns. About the points matter, please reach out to +1 502-814-0004 with your reservation confirmation number and details of the charge in question. Our team will review your account and work with you to resolve this matter. Sincerely, - The Staff at Holiday Inn Express Louisville Northeast
Management failed to respond to multiple emails regarding an unresolved issue.
Business reply on Google
Hi Jackson, We're truly sorry to hear about your experience with our management team. Your feedback is important, and we understand your frustration with the lack of communication. We invite you to reach out directly so we can address your concerns more effectively. Thank you for bringing this to our attention. - The Staff at Holiday Inn Express Louisville Northeast
Hotel failed to provide accessible room and did not honor points.
The hotel manager provided poor customer service.
Breakfast food quality and availability did not meet advertised expectations.
Business reply on Google
Thank you for taking the time to share your feedback. I’m very sorry to hear that your breakfast experience did not meet expectations. I’d like to clarify that bacon is offered on specific days—Tuesdays and Thursdays—as part of our rotating breakfast menu. I apologize if this was not clearly communicated during your stay, as we understand how frustrating it can be when an advertised item is unavailable. We also regret that the quality of the pancakes and the absence of biscuits and gravy were disappointing to you. Your comments have been shared with our breakfast team so we can address both quality and communication moving forward. We truly value guest feedback, as it helps us improve, and we appreciate you bringing this to our attention. We hope to have the opportunity to provide you with a much better experience in the future. Sincerely, Tyreik
hotel room contained bugs and management forced an immediate checkout
Business reply on Google
Mr. Daniel, Thank you for taking the time to share feedback regarding your July 2025 stay. At IHG, we strive to ensure every guest has a positive and seamless experience, and I regret that this was not the case during your visit. I would like to address your concerns directly and accurately. It is correct that I asked you to leave the property. Throughout our interaction, it became increasingly challenging to accommodate your requests, even after we offered reasonable and appropriate solutions to resolve the issue. When those solutions were declined, the only remaining option was a room with two queen beds. You refused this accommodation and became increasingly irate. At that point, your behavior was no longer acceptable, and I made the decision—as permitted by policy and in the interest of maintaining a respectful and safe environment—to request that you vacate the property. Regarding room availability, we have only two rooms of the specific type you requested. We offered to move you to the alternate room once it had been cleaned and prepared. To facilitate this, you were asked to pack your belongings and bring them to the front desk or place them in your vehicle so housekeeping c
Hotel has safety hazards, broken amenities, and unsanitary pool conditions.
hotel room was dirty with hair and broken drapes
Business reply on Google
Dear Dan Bodamer, Thank you for sharing your feedback with us. I’m very sorry to hear about the cleanliness and maintenance issues you experienced during your stay. This is certainly not the level of quality or comfort we strive to provide, and I completely understand your disappointment—especially as a loyal Holiday Inn guest. Please know that your comments have been shared with our housekeeping and maintenance teams so we can address these issues right away and prevent them from happening again. We truly appreciate you bringing this to our attention and giving us the opportunity to improve. We hope you’ll consider giving us another chance to provide the clean, comfortable experience you rightfully expect from our brand. Warm regards, Marcus Butler
Hotel charged for unused rooms and management failed to return calls.
hotel refused payment methods and made multiple unauthorized charges
The hotel pool was unsanitary and the third floor smelled foul.
Management refused to cancel reservation during severe weather and hung up.
Business reply on Google
Desiree, Thank you for taking the time to provide additional feedback regarding this situation. As I explained during our conversation, your father made the reservation through the third-party booking service, Priceline. To clarify, when booking through a third party, your payment is made directly to them—not to our hotel. We do not collect any funds from you, nor do we have access to your payment details. Instead, Priceline provides us with a virtual credit card for processing, which is why any refund requests must be directed to them. As I previously mentioned, I have no control over Priceline’s policies. Additionally, I want to reiterate that I have no issue waiving the cancellation fee, especially given the circumstances of a natural disaster. However, since we did not process your payment, we are unable to issue a refund directly. I understand this may be frustrating, but I kindly ask that you direct your concerns to the appropriate party—Priceline—who would be happy to assist with your refund request. It is disappointing to see spiteful comments regarding my leadership when my goal has only been to clarify the situation and assist in any way I can. At this point, I will not e
Manager exhibited unprofessional behavior and cancelled reservation after a dispute.
Business reply on Google
Hi Jenny, Thank you once again for your kind words of encouragement. We genuinely appreciate your feedback.
Unauthorized credit card charges, broken facilities, and unprofessional staff behavior.
hotel room was infested with bed bugs
hotel double charged credit cards and failed to resolve billing error
Front desk staff was rude and the room lacked cleanliness.
Room had mildew odor, filthy shower, and broken plumbing fixtures.
Business reply on Google
Hello Michael Croucher, Thank you for taking the time to share your experience about your recent stay at our hotel. As an IHG member, you are among our most valued guests. We sincerely appreciate your feedback and we're very sorry you were unhappy with the cleanliness of your suite. We will take your comments under consideration as we continually work to improve our guest experience. We hope you will consider staying with us in the future.