AC Hotel Louisville Downtown — Hotel in Louisville

Considering that this is my first hotel review…this shows a lot. My family and I stayed here after having a really bad experience at another hotel that left us in panic mode for our next steps. Since there was a huge tournament going on that weekend hotels we completely booked. We knew that we could not stay at the hotel the team was picked to stay at for the tournament because it was completely impossible to stay there or even feel comfortable staying there. We were calling hotels back to back and I was checking on my Marriott Bonvoy app and I came across the AC Hotel which always has been a very nice hotel. I saw that they had a room for us to stay in and I quickly told my mom and we immediately booked within seconds. We left the very nasty hotel after only being checked in for about 30 minutes and went to check in at the AC Hotel. Upon arrival, we were hit with the most beautiful scent and welcoming front desk staff. Unlike the previous hotel we were in. Ms. Renee and Ms. Charity were so welcoming, caring, and generous beyond words. The BEST hotel customer service I have ever in my life experienced. They BOTH need an immediate promotion because they literally made that hotel feel like home. We explained to them our experience at the other hotel and their hospitality instantly kicked in. They gave us eye masks, ear plugs, and lavender. These very sweet women even gave us a breakfast voucher for the stress we had been through. They truly accommodated us for what we were used to when staying in hotels. Everything we needed they accommodated. Parking, later check out because of the tournament my sister was playing in, and overall priority of their guest. I didn’t feel like I was speaking to just a normal front desk staff, I felt like they were family. Ms. Renee and Ms. Charity truly cared for our comfort, care, safety, and the struggle we had with the previous hotel that we had to leave. Ms. Renee & Ms. Charity both apologized for the horrible experience we had at the previous hotel and personally made sure that we would not experience that with them. I don’t think I have ever had customer service this well in my life. They were heaven sent angels in a time when my family and I really needed it. Whenever I am in Kentucky I will only book at the AC Hotel for as long as Ms. Renee & Ms. Charity are there. My deepest respect and gratitude will forever be with Ms. Renee & Ms. Charity. The experience they left with us is one that I wish everyone can experience. That is true customer service! Outside of customer service…that is what you call truly kind and genuine human beings. Bless their hearts. MS. RENEE & MS. CHARITY ARE THE BEST AND DESERVE SO MUCH MORE FROM MARRIOTT! Those sweet women are people you want representing your company.

The rooms were great, spacious, cleaned and had a very nice calming smell. Beds were comfortable, everything room wise was great. Drink fridge (big enough for you to possibly put food in as well), spacious shower, and great floor to ceiling windows. Very modern hotel and rooms which I really look for in hotels.

Ms. Renee & Ms. Charity will forever have a place in my heart. They made that hotel and definitely made the experience worthwhile. I’m sure if they were not there that hotel wouldn’t run as well as it is without them. If we didn’t have to leave, we would’ve stayed longer just because of how sweet they were. 100000/10 customer service we received from Ms. Renee &...

Staff was great and very helpful with phone questions before stay. Appreciated Covid-19 protocols and nobody else coming inside room for days before or during my stay. Room was very CLEAN and QUIET. Loved all the SURFACE SPACE to put things and the floor-to-ceiling WINDOW with views of downtown and planes in distance. Easy PARKING (about $20/night) and check-in and check-out. I have SUGGESTIONS to make stays even better though: NEED TOWEL RACKS in bathroom! A bar or ring for hand towel by sink is needed to dry hands. Plenty of wall space for towel racks but none besides one in shower! A single hook provided in bathroom is NOT sufficient! If not bars, at least add a succession of hooks in bathroom (spaced a foot apart so room if more than one guest to hang towels side by side; or a single person to spread out towel to dry over multiple hooks--but a bar is more secure so towels don't fall off a hook to the floor!). Bathroom was a big size (with big counter space!) so had plenty of wall space to provide bars. There is also room in bathroom shower to include a bar under the control handles to hang bath mat to dry. It would be helpful to provide info for the shower re: HOW TO TURN THE WATER OFF (with both knobs facing straight down in the middle--the water keeps running if not precisely straight down). It would be useful to provide some COAT HOOKS in the entryway which has a lot of available wall space, especially since there is very narrow space for hanging clothes--that way big jackets can be hung on wall by door instead! There should be a LINER bag in the trash can in the room to be more sanitary (not just in the bathroom trash can). My blow dryer didn't work--tried 2 bathroom outlets. Because of Covid-19 I just air-dried hair instead of asking for replacement, but please CHECK BETWEEN GUESTS THAT APPLIANCES WORK in future. A BIG TRASH CAN NEAR ELEVATOR would be helpful for people on a floor to throw out any takeout food containers vs. having to use room small trash cans--I set trash outside my room in the clear trash bags for pickup (I requested extra clear trash bags for my stay) but having a trash can by the elevator would also help avoid unsightly clear bags of trash in the hallways outside doors. LABELING the box more clearly to drop room key in at final exit from parking garage after checkout would be helpful (I called front desk while sitting at exit to confirm where to leave key). Overall, I DO HIGHLY...

If I didn't know I made this reservation via Bonvoy, I would never have expected this to be a Marriott Property. Maybe it was my mis-understanding of AC. Is this the Motel 6 brand of the Marriott chain? Drove up in front of(street side), No signage about checkin, pull over here, etc. Left car on the street, Found the front door on the alley side of the Hotel, went in and asked and they said sure just pull into the alley here and there is a spot. Ok, How would someone know that? Checked in, got my 2 key cards. They said just pull into the parking garage in the back. Pulled up, the signage said, "Insert Card Here". There is NO PLACE to insert a card at all there? Went back inside, they said oh, just hold your hotel card up to it and the gate will open. There was a maintenance guy right there and he said "oh that is broken. Just take a ticket and keep your card for when you checkout."Desk clerk says try these new cards. Went back, tried both cards, nothing. Went back inside, got 2 New key cards and then after several tried found the right angle/spot for them to open the gate. Room was ok, Clean, comfortable. The noise level in the Hotel is not ok. Loud music from restaurant coming from next door, Cars coming in and out of the Hotel garage screeching and such. And the last thing, we could hear a customer in a room below us snoring! The floors must be wooden because they creak when you walk around in the hallways.

Went downstairs to find something to eat the next morning. The "lobby" is actually 1 continuous 2 story room that is neither modern or attractive. Around the bar in the 'lobby' area there was trash on the floor, the Chairs had the vinyl upholstery worn off of them. The sofas were dirty. Not a place to hang around. There was a continental Breakfast Buffet for $20? Really??? We walked down the street and found wonderful local coffee shop instead. We were glad to checkout that day. I've stayed at Marriott, Courtyard, Fairfield's and Residence Inn's so I didn't expect this property to be so poorly staffed and maintained. And to top it all off, the stay wasn't put on my Bonvoy account. It's sad to find this hotel and correspondence from Marriott using the Ritz letterhead. I've stayed at the Ritz and this should NOT be associated...