Holiday Inn Express & Suites Louisville South-Hillview by IHG — Hotel in Hillview

At our recent stay at Holiday Inn Express and Suites in Hillview, we requested that the room face away from the highway. Upon arrival at about 2pm we were told that rooms would not be ready until 3pm check-in time which we expected because the hotel was full the night before. I reminded Kaylee, the desk clerk, of our request for a room away from the highway. She said she could not confirm when such a room would be available. We played cards in the lobby until 3pm when we asked again about our room. Kaylee said she had not been informed by the housekeeping manager of any rooms available per our request. I asked if she could determine when one might be ready. She said she tried to reach the housekeeping manager but was unable, then said it could be 2 or more hours before one is ready. I requested that she let housekeeping know of our room request and she said that they work independently so she could only wait for our room to become available. We also found out through discussions with other employees that they were very significantly under booked for tonight (unlike last night). Finally, at 4:30 I asked Kaylee again when a room would be available and she said it could still be a couple hours. I then pressed Kaylee to call the housekeeping manager to find out exactly when our room would be available. She reluctantly called this manager on her speakerphone and asked a leading question: "you don't have any rooms available facing the front (away from highway) do you?" The housekeeping manager responded that yes, several were ready. Kaylee then checked us in. It appeared to us that Kaylee had no interest in helping to accommodate our simple request, and could have helped us check in close to 3pm if she wanted to put in just a little effort rather than just telling us it could be a couple hours. I might add that at one point I asked Kaylee if I could speak with her manager and she said she wasn't here. So I asked for her contact information. Kaylee gave me the Chelsie's business card and I called the number immediately and Kaylee answered the phone right in front of me. She couldn't even be bothered to tell me that the only way to contact the manager would be by the email address on the card. By the way, all housekeeping personnel at this hotel were...

I was a manager at two of the most successful hotels in Lexington. I cannot think of a scenario where I couldn't workout something so that a family of 6, paying for a handicap accessible suite, could not have an extended checkout by ONE hour. On a Sunday? Nevermind that I'm a rewards member, just as a human being.

I might be more understandable if the front desk attendant had even attempted to explain why. It's easy at the desk in that situation to say "we're sold out for the night" or explain why vacancy is limited and turnover it critical on a day like that. But she didn't attempt to make an excuse like that, because one didn't exist.When we managed to get my three young kids and senior mother and her walker downstairs to load our two vehicles upon checkout, what was left of the staff was taking a smoke break in the all but empty parking lot.

Besides the terrible service, the handicap suite, wasn't much of either. It was a big room with all the same amenities of a normal room except way more wasted space. And when you can barely stand up straight (the two disabled persons staying in the room) a hand rail doesn't exactly scream accessibility. Just more to the tone of less liability.

There's almost a happy ending though. The hotel didn't charge us! Great right?! Except my wife and I trying to be honest folk, call the hotel to find out why, only to discover....it was an error on their part. Just didn't charge us. They appreciated our honesty though. Appreciated it so much they gave us a whole $25 bucks off our entire, all be it short, stay. Right before they charged us.

Just a reminder of why we haven't done anything special (like celebrating my son's 10th birthday) out in the world for several years now. Thanks HIE for showing me my shadow. I'll be headed back into my antisocial fear hovel, where I can pretend people aren't constantly trying to take advantage of my family and what little money we can scrape together to get away from the everyday, commonplace horror that has become...

First when I checked in, I was given a room on the third floor, I went to the room, buzzed the key, and bamm the deadbolt was engaged. A man came to the door and said he was checked into the room and was waiting for the hotel to give him more information that he had been waiting on for some time. I went back to the front desk, the girl said she had no idea anyone was waiting for more information nor that anyone was in the room I was assigned. I was given a new room on the 2nd floor. Despite having the lock and deadbolt in place, I did not sleep simply because I was afraid someone would have the same issue so every little noise made me wonder if someone was trying to get in my room. Second, the bed sank into the middle of the mattress. Third, when I pulled the comforter back to go to bed, there was a LARGE stain (that was crusty) in the middle of the bed. I informed the front desk AND left a note for the cleaning crew. My note was moved, and the bed was made, but when I pulled the comforter back, there was still a stain on the bottom sheet, but there was also a dryer sheet placed there. I physically went down to the front desk who told me it probably wasn't a stain but the sheets were so old they had visible ware and that was probably what I was seeing. She handed me a "new" fitted sheet and sent me on my way. I had to tear the bed apart and put the sheet on myself. While I was at the front desk, I overheard another guest with the SAME COMPLAINT I HAD UPON CHECKING IN! Another guest was in the room she was given a key for. I did contact customer support who TRIED to assist me. But the connection was bad and she disconnected the call. We tried 3 times, but she never called back after the...