Aloft Louisville Downtown — Hotel in Louisville

The hotel and our room were nice but the customer service by hotel staff was horrible and embarrassing.

Our room was nice and clean when we got there, the A/C worked really good and beds were really comfortable.

And now onto the customer service… when we checked, we asked the front desk clerk if she had any recommendations for a pizza restaurant within walking distance. She told us she didn’t know anything about the area and recommended us googling something. After we went to our room, we found that our sink was clogged and called down to the front desk. We were informed that maintenance was gone for the night and they would leave a note for him. It would have been nice if they just moved us to another room but no. The next morning, we headed out for breakfast and came back around 10:30am to find our sink still clogged. We called down again and the snooty clerk said, ”We told you last night it would be looked at today. The maintenance guy was informed.” We left the hotel and came back in the afternoon and the maintenance guy was in our room fixing to the sink. We noticed it was around 4pm and our room hadn’t been made up.

On the way out for dinner, I advised the clerk that our room hadn’t been made up yet, in which she replied that they only “refresh” the rooms every 3 days but we were welcome to bring down and swap out any linens.

We went out that night and got home around 11:30pm and had planned to head out at 4:30am. When we got to the hotel, the valet stand was gone and no one was around, we asked the clerk what were the best options for our car, especially with our early arrival. The male clerk got snooty and said, “our valet is 24 hours, just leave your keys with me.”

After we checked out of the hotel, I thought that I lost something so I called the hotel to see if they found my property. They took my name and number and told me the housekeeping supervisor would call me in the morning. I received no calls. I called again later the next day, explained the situation. They said the housekeeping supervisor was there, took my information and said they would call me back shortly. No call ever received.

So, if you want to stay in a nice 3 Star hotel with zero customer service downtown Louisville within walking distance of many attractions and dining options, I would recommend this hotel. I personally would not stay at this...

Checked in 2/15/2025 and we left before we had been there for ten hours. 10/10 will not be back and would not recommend. (We have never left a hotel in the middle of the night before so this is a very out of ordinary experience for us)

Started out really thinking this hotel was nice, but then we got up to our floor and it reeked of cigarette smoke (when it is a smoke free facility). The issue was fixed after we brought it to their attention after a few hours.

The hotel allows you to request more pillows and towels; we did and were told it was delivered. Apparently they tried to deliver it to us literally right after we left our room to go to a planned dinner, and despite our “dog in this room” tag on the door, we were told they entered our room which probably scared our already anxious dog, so that’s really nice (sarcasm). And when we went back down to request for these items, we were told it would be ‘right up.’ It was indeed not ‘right up.’

Around 11 pm, we were already in bed and I was asleep, and then all of a sudden I wasn’t anymore. The smell of weed was so strong it woke me from my sleep. My husband called down to the front desk and the lady who was down there told us that the cigarette smoke had been an issue on EVERY FLOOR that day (despite us telling her this wasn’t cigarette smoke, this was weed we were smelling). Additionally, we felt she downplayed our concerns and told us she could give us a food/drink voucher for our issues… as we continue to lay in our room breathing in the smell of marijuana.

So around 2330, we started packing our things and left the hotel.

We should get a full refund, according to the new people who helped us at the front desk when we left, however we are very disappointed with our stay in Louisville and probably won’t be back for any other trip again. We definitely will never be back to this hotel. Smoke free facility means smoke free; this is 100% not a smoke...

We were greeted by the staff immediately when we walked in which give us a good customer experience. At first glance the lobby is beautiful, we can see to the right there is a restaurant/bar, to the left was an area with snacks, pool table you name it. Very appealing. The Host rambled off so many things so fast that I forgot things such as which floor the ice was on and I can't even remember if we were told that we needed to use the key card to ride the elevator, nonetheless we figured it out. The rooms are uniquely arranged, very nice and elegant at first glance, I don't think I have ever stayed in a hotel that was set up this way, very cute. Now my issues were that although I bring my own bedding (sheets, pillow cases, blankets) I did notice that there were stains on one of the blankets, I could see hair on the other blanket, they have two cups wrapped in plastic and two that are not that are for coffee, one of those cups had residual Orange liquid in it, meaning that it was used and put back. Also there weren't enough towels for our family of four and when we requested more washcloths we were given hand towels. The toilet stop working, my husband realize that he had to remove the tank and reattach the ball. There was no body wash in the shower and it was too late to call the front desk in that moment so we had to use shampoo on our body. Finally we valet parked and called for our vehicle, waited the suggested 10 to 15 minutes and when we got downstairs no one had ever called for our car. Again the staff was friendly, there are just a few house keeping issues that need to be tied up. The hotel is located just a few blocks from museum that we visited and restaurant we decided to eat at, so we didn't have to move our...