Holiday Inn Express & Suites Louisville East — Hotel in Jeffersontown

I heard once that at the Ritz-Carlton hotel company, the culture is to embrace when things go wrong, because it gives the opportunity to blow a guest's mind by the extravagance of making it right by overcompensation, so that the end result is better than the original and the guest is left surprised and delighted by the effect.

From across the room, I saw S---- do that this morning when a guest came to the desk with a concern: she (S----), with expert humility and proactivity, used the opportunity to make it so, so much more than right with the guest, even committing personally to making the next stay (some six weeks hence) even righter with the guest when the guest returned.

Part of my work involves interacting with people when they have concerns, not all of which are expressed toward me with courtesy. I find this draining. But S---- not only showed an impressive facility with such things: she seemed to be working from some inner compassion and professionalism that said, "I was born to go the extra mile for guests." It was all quite impressive and I was taking mental notes for the next time I myself have to do some form of customer service.

Thanks, team, for the good stay, and congratulations for having S---- on your team at the front. It was magnificent to watch her use her gift for the guest's benefit and I know others will be blessed too.

(Time of episode: roughly 7:30 a.m. ET,...

Holiday Inn Express & Suites Louisville East located at 1520 Alliant Avenue, Louisville, Kentucky is the perfect mix of business and pleasure. First, the rooms have an Air BnB feel with luxurious chaise lounges and a well-lit work desk. Second, the room’s condition was impeccable with ample, super soft pillows with an all-white duvet cover neatly coupled with what must have been Egyptian cotton sheets. Third, a miniature kitchenette was provided in that there was considerable counter space above the properly working mini-fridge. I was so impressed by the condition of the room that I wished I had the time to stay additional nights. Fourth, to the best of my knowledge this hotel boasts the only in ground guest hot tub as well as a swimming pool. Finally, if you forgot something and you need to print or borrow their internet, the hotel provides a fully operational office center for guest use. Therefore, if you are looking for a quiet hotel to get some business accomplished and relax a little at the same time look no further than this Holiday Inn where the only thing better than the hotels condition is the friendliness of the...

We only stayed here for one night while we were in town for a volleyball tournament. From the moment we checked in until the moment we checked out, we were impressed. The staff was all so nice and friendly and they went out of their way. The room was nice and big, the bed was so comfortable, the pillows (labeled soft and firm) were amazing, the water pressure was great, and everything was clean. The pool and hot tub were not open while we were there, but we would not have had time to use them anyway. The breakfast in the morning was so delicious as usual (the cinnamon rolls were so soft and warm). Thank you for making our...