Holiday Inn Louisville East - Hurstbourne by IHG — Hotel in Jeffersontown

I had a 5 night stay that began 26-Mar and had some issues with the hotel staff--specifically the front desk. I reached out to the hotel manager and never received a reply so I felt the lack of reply warranted me elevating my experience for others to beware. We had a large group stay due to a trade event we were participating in. At one point in the week we had 13 rooms occupied with a total of 54 nights between all of us. Some had short 2 night stays while others had 6 nights. We have stayed here before and can definitely see how the hotel has lost quality over the years. When I checked in I was given the keys to my room and I also gave the front desk my IHG number as it was not on the reservation made by our corporate office. I point this out as it is relevant later. The day following my check-in I returned after setting up the show and went into my room to relax and shower before going to dinner. I was in the middle of getting ready and someone opened the door to the room. I shouted that the room was occupied and the person quickly apologized and closed the door. A couple minutes later the phone rings in the room and it's the front desk asking me who I was. I replied with my name and reminded them I was the same person that signed the registration card at arrival. They said the room was marked empty as a no-show which is why they gave someone the room. I told the person I had received the welcome amenity points and she proceeded to argue that those happened automatically. I told her that it was impossible for them to award them had I not given the person at the front desk my IHG number because the original reservation did not have my number listed. No apology given for the inconvenience. After I finished getting ready I left to dinner with our group, when I returned the room key didn't work. Needless to say, I was not pleased with the way getting a new key was handled.

Some of the other issues was my room was not cleaned on one occasion and I wasn't the only one in the group that happened to--one other co-worker had the same thing happen to him on a previous night. Another co-worker didn't have toiletries in his room. Overall the quality is lacking and attention to detail is gone. I guess this is why the GM never replied to my email. Middle of the road hotel with subpar service. Pass on...

Posting a bit late, as my stay was in September, but I wanted to share my experience at the Holiday Inn. Overall, the room itself was decent — clean and comfortable for the limited time we spent there. The pool looked nice, though unfortunately the heat had been turned off by the time we made it down (about 30 minutes before closing). The location was convenient, just a 15-minute drive to the Fairgrounds for the event I was attending.

That said, the service — with one major exception — was consistently poor. Molly, who helped us multiple times despite being off the clock, was the only staff member who seemed capable and genuinely helpful. Everyone else we interacted with left us frustrated and confused.

When we called to ask about the shuttle service, the person who answered was nearly impossible to understand and couldn’t answer a basic question about its destination.

At check-in, the receptionist couldn’t locate our reservation despite having all the necessary details. Molly (who had already clocked out) had to come back to assist — and found it immediately. The same receptionist then forgot to give us room cards and couldn’t figure out how to add them, requiring Molly’s help again.

The next morning, we asked another staff member about the shuttle to the Fairgrounds. They vaguely said it travels 4–5 miles but wouldn’t confirm whether it could take us there. We looked it up ourselves and saw it was a 12-mile drive — so likely not.

The worst part: our room cards stopped working two nights in a row. We weren’t the only ones — we saw other guests having the same issue. Molly again stepped in and explained that the original receptionist had only activated our cards for one night instead of four, and then repeated the mistake the next day. After that, we avoided further staff interaction and things went more smoothly. If not for Molly, this review would be even lower. She was the only bright spot in an otherwise...

My family and I stopped here on a road trip south.

This property does appear to be struggling.

Maintenence is lacking.

The bathrooms in the lobby appear to be newly renovated but the partitions are pulling out of the walls and the partitions are warping exposing screws create a safety concern.

The door handle in our rooms bathroom was nearly falling off. Front desk sent someone up to tighten it but lock still didnt work properly.

The winners circle bar/restaurant advertised to be open till 10pm. We went down at 8:50 to relax and enjoy a few drinks after a long day of driving. The bartender said he was closing early because he wanted to get home early to avoid a pending storm and wouldn't serve us. We went and sat in the lobby to talk and watched the same bartender serve a beer to another guest that walked up 10 minutes later.

We choose to go the pool where no towels were stocked and available. We went to the front desk to ask for some and they said they would have to bring extra towels to our room and they dont offer pool towels. So we had to go back up to our room grab towels and go back to the pool. Than while we are swimming someone restocked the towel shelf in the pool area.

The buffet breakfast was delicious. Tho you need to get tickets from the front desk. After waiting several minutes at the front desk, someone appeared talking on his cell phone on speaker. They were talking about interest rates on some home mortgage or something. He took my card and gave me the tickets while continuing his conversation on his phone, it just felt unprofessional.

For a property of this size it felt understaffed, unorganized and lacking. It feels like it's given up on creating an atmosphere of true...