MainStay Suites Louisville Jeffersontown — Hotel in Jeffersontown

This hotel was my go-to whenever I was in need of an extended stay, and even short stays since i first stayed there a few months 4 years ago. The staff was always friendly, the rooms spacious and modern plus it's close to almost anything you could need. HOWEVER, this stay was MUCH different. It started great, they had renovated the rooms, there was plenty of storage space. It was just me and my dog, a border Collie, that were staying there. Things were going just as smoothly as they ever had until I had a friend over one afternoon and he took my dog out on his leash while I stayed in because I was working. Suddenly I hear 2.dogs barking and my friend yelling for help. I was terrified, took off running without even putting on shoes. Another guest had a pitbull, and although it had a leash on she didn't have a hold of it. My friend put himself between the two dogs to protect my dog and he ended up getting bit on the hand but kept my dog from being bit - to this day he doesn't have full use of his thumb. I immediately called the desk and explained the situation and when I described the dog and it's handler they said they knew exactly who I was speaking about because that wasn't the first incident they'd had and she was on her way to come speak with me. They never came to my room, as a matter of fact they went down and spoke to someone at the end of the hall who was nowhere near the incident even tho I did let the desk know that the person in the room above me saw the whole thing out of her window so she can go speak to her, which they never did. So, I had to lean out the door and yell to speak to her, but she said she'd take care of it. To me that meant that they would have that dog removed from the property and I was satisfied. Then a few days later, I come back at 3:00 a.m. alone and a rather large gentleman now has the dog and he was standing outside the door talking to the woman who had originally had it. I parked my car and when I got out the woman had gone inside and the man brought the dog to the end of the sidewalk to where I would have to walk by the dog to go inside I can only assume it was an effort to intimidate me. So, the next day I go back to the desk and let them know what happened it's a different desk clerk and I let her know that it made me feel really unsafe. She seemed genuine when she said she'd take care of it. I never heard anything elsethen again one afternoon a few days later I was with my same friend and pulling into the parking lot I saw the dogsowners standing outside talking to the original desk clerk that never came to speak to me out there laughing and having a good time. The man from the time he saw me pulling in just sat there and stared me down the entire time until I got out of my car and my friend asked if there was something he could help him with and the man got irate and began across the parking lot towards us reaching for something in his waistband so my friend pulled out a taser but I was able to just convince him to go inside. The remainder of my time there anytime I went out with my dog I made sure I had a weapon to protect my dog and myself. A few months later I went back and stayed there for a few days, the morning after the first night Steve the manager came and knocked on my door and asked me if there was a reason that I shouldn't be there to which I replied with a summary of the above and he said he was going to go talk to someone else and be back he never came back I stayed there for 3 more nights without issue. 3 months ago I made a reservation online, when I arrived to check in I was told I was banned. When I asked why the elderly woman at the desk rudely said I don't know why it just says that youre banned so then I asked to speak to the manager and she said she didn't know where he was. I got a hold of choice hotels to complain they also did nothing. I feel like if I would have known that this is the way it was going to go I would have sued them initially when it all happened with the dog bite but they kept assuring me that they would take...

So..... I'm really struggling with how I'm going to make this review understandable and make sense! I could easily sum it up with, "If it weren't for Diana, & I hope I didn't misspell her name but you get the point. If it weren't for that lady working at this place, I'd keep it pushing." However, don't get me wrong, there ARE other employees who are great. Well, they do their Job I guess you could say. Also, Keely (Housekeeper), is probably the ONLY ONE that I saw literally working herself to death, just to make sure the rooms actually get cleaned as if she were to live/stay there herself. I know that should be a given, but unfortunately, not at that particular location. I'm sure it's not easy when u have almost 100 rooms to clean and therefore, a lot of ppl just do the bare minimum & move on. So shouts out to her as well. My point in all of this is; Don't expect your room to get cleaned, not even on a 3-4 day basis. Don't ask for anything, as a matter of fact, STAY AWAY from 1st shift all together unless u enjoy being treated and spoken to as if you're NOT SPENDING MONEY THERE, AND LIKE YOU'RE NOT A FREAKING HUMAN BEING! No matter HOW NICE you are, none of that matters. You can't win with 1st shift, so don't even try. The ONLY REASON I'm even leaving a review is Bec of Diana, and how much of a super hero she is even when she's ran circles around many others, prob tired as all get out, but STILL makes sure you're stay is to the best of her possible ability! She goes above and beyond and honestly, I feel she needs to be paid as if she were 2 diff people considering she does the work of 2 ppl in the time it takes 1 person by themselves. She's always friendly and I promise you, half of the guests staying there, prob wouldn't have even considered extending if it weren't for her, bec babbbyyyy let me tell u... Idk the woman's name who works 1st shift but it wouldn't matter bec if u ever get the pleasure of making her aquaintance 🙄 you'll know EXACTLY who I'm talking about. I'm going to start to close this here Bec I've gotten myself worked up and written an entire novel, and I prob should have kept it simple but it's like the Twilight zone and u don't know what you're going to get or deal with each day. So yeah, location is 10/10. Rooms 8/10. Staff- Diana, Keely and the lady who works maintenance 10/10. Housekeeping as a whole 5/10.( They do have dishes and utensils in the room , so that's a plus). There's no deposit and with the economy the way it is, that's another selling point for me. In short, if you just need a nights or 2 to stay somewhere, it's perfect. Long term like extended stays, I'd prob reconsider depending on your...

This was an awful experience. First, there was an issue between the hotel and Expedia and our reservation was lost. The hotel upgraded us for our inconvenience. Fair enough. We get to our rooms, I lay my 3 year old down to sleep (it's after midnight at this point), and I go take a shower. As I'm getting ready to settle in, my friend tells me that we have to vacate the room because that room belongs to someone else. So, in the middle of the night we had to pack our belongings, wake our kids (my 2 year old grandbaby was traveling with us as well), and change rooms. I am disabled and confined to a wheelchair. The room I was originally in was accommodating with a roll-in shower. The shower in the room we were put in to could barely accommodate my shower chair (There may be an ADA violation there; I'm fairly newly disabled so I will look in to that).

The other issue was the key cards for the doors. We had 2 rooms (party of 8), and my son's room never did have a key card that opened the door, and there was only one that would open the door to our new room.

The next day, the desk clerk laughed about it and treated it like she handed us a coke instead of a Sprite or something. When I attempted to speak to the manager (Mustafa Gardezi), he also didn't see how big of an inconvenience and disturbance all of this was. I asked him to comp us a night (we were there for 3 nights) he did a little laugh and said he "wasn't doing that". When I asked to speak to whomever was above him, he gave me his managers name (Lee Winford) and the 1-800 customer service number, assuring me I could at least leave a message for him there. When I called the number, of course the Rep said that that wasn't an option.

It's insulting he would even do such a thing, and now I'm motivated to drive this complaint as high as it will go.

How dare the district manager of a hotel treat me and my family as if our comfort in his establishment isn't a priority, and is in fact a bother, so much so that I was dismissed with an 800 number and a "sorry 'bout ya".

You've got a lot of nerve labeling yourselves as 'hospitality' with these kind of people as the face of...