Holiday Inn Express Louisville-nw

Got there at 4pm (check in time was at 3pm). However, our family and many others were unable to check in due to worldwide system issue. The lobby was full of people waiting. Ireland, the employee at the counter handled it extremely well, trying to be as apologetic and accommodating as possible. I listened as she continued to take verbal beatings from disgruntled customer after customer. She was extremely overwhelmed and doing it all ALONE. The manager never showed up to assist her. I never saw any other employees there but Ireland. We didn't get to check in until almost 9pm. We reserved 2 rooms, both were dark and dingy. I'm sure to hide the filth. The very next morning was even worse because breakfast was a huge let down. Everything was practically empty. One sausage, no bread, a couple egg omelets, and some soggy tater tots. What was there was nasty. Waffle mix was not the tasty Hilton mix we are use to. Generic and almost empty syrup bottle sitting on counter. No fruit choices. And there were cleaning supplies in the eating area. There was only one woman, an older lady trying to keep the area clean and stocked. And she definitely didn't seem to be in a hurry to do so. I called customer service on 8/4 and was told the manager would call back within 2 business days to discuss my concerns. She never did. Nothing was ever done for our inconvenience. This hotel was a let down all the way. I really think this could be a decently run hotel if it had better management. It's called leading by example. Clearly that's not being done.

We had 8 guys on a golf trip and chose to stay here for 2 nights. The hospitality shown by the front desk was great especially Judy who provided us with homemade chocolate chip cookies as we gathered in the lobby to watch a basketball game together. The rooms were clean and the morning breakfast was the same as all Hampton Inns. What we liked about this location was how close it was to some great restaurants! Namely The Exchange and The Parlor! Both excellent restaurants! The Star of this stay was their “POOL” and pool area with plenty of chairs and tables with umbrellas! I’ve never stayed at a hotel pool that has a deep end that is 9.5 ft deep! We will definitely stay here again next year!!! I recommend!!!

I found a bed bug (picture attached) just crawling around in my bed on the last day of my stay. I am currently covered in bites. The front desk staff were very kind and apologetic. However, I was given enough quarters for one dryer load but had to pay for the rest of my laundry out of pocket despite the bed bug. The room also had candy wrappers/hair and just looked unclean.