Courtyard by Marriott Louisville Airport — Hotel in Louisville

When booking my room I asked to see the room in advance so I came to the hotel May, 17th and check in was May,22nd 3pm. When arriving to see the room on the 17th I had three lovely women assist me in seeing the room one had taken me to see the room and the other two gave great information and rules upon arrival. My plan was to have a brunch for my clientele and have them grab there plates and leave. Then later that evening have dinner in my room with my husband. (For my birthday celebration which was May 21st) All of this was discussed with the young lady that had taken me to the room she advised me that it can only be 5 people at a time and I completely understood. The day of arrival I was greeted by (Devonna George) a woman I had never met , she asked if I need to book I explained I had already booked and gave her proper information. She explained the deposit , I told her I had already came and understood deposit. She checked me in. As my assistant was bringing in food the woman (Devonna George) stopped and asked what he was doing and that we can’t have a party. I explained to the woman it’s most deff not a party at 3pm in the afternoon. And I had already discussed plans with the women I had booked with. She said “I DONT CARE NO PARTIES” at that point we just continued on with taking things to the room and setting up. Once everything was set up around 4pm clients started to show they came to get plates a few were able to contact my assistant get their plates and leave. Then maybe 10min past 4pm a few clients contacted me and said when they showed up the greeter at the front desk told them to leave. I asked them to come back but they were so frustrated they didn’t return. As I was fixing plates an officer/security knocked at the door and told me I had to vacate immediately. I questioned the issue be explained he doesn’t understand because it’s no loud music and only my assistant and I in the room at that time. He asked us to come down stairs. ( people were watching as if we were criminals) When we got down there the greeter (Devonna George) explained we had to leave because we couldn’t have a party. As my assistant and I explained again the woman who actually assisted in booking (Rhonda Riley) said ohh I’m sorry this is all a a misunderstanding and explained to (Devonna George) what I already had explained. She contacted general maneuver who also explained that it can only be 5 people in at a time . Which was already understood to me MAY 17th. Rhonda apologized and we went on about our day. My assistant had taking plates to the greeter and the woman who accused me of parting and other things. The entire stay their was uncomfortable and very sad for me, this was suppose to be giving back to my clientele because all they have supported me. This was suppose to be a romantic birthday dinner and night with my husband. This was the worst day. I was embarrassed and felt like a complete hoodlum or child. I felt belittled in a way as if the business I was conducting was nothing. My clientele that had gotten sent away I had to try to accommodate and make up for this day. I spent a total of $190 on food , $750 with courtyard hotel that’s the amount that was taken off my card. I’m still hurt and have to explain this entire situation to clientele. This was the worst night and day I’ve ever had and I’ve stayed and several 5 star hotels in Louisville , and this is the first that has ever happened. I had this same brunch last year the same exact way , do to COVID-19 I did Togo boxes and drinks for clients in appreciation of there business. I’m just very emotional and upset by my stay and something like this can not be erased or redone. Most of all I felt like an animal being escorted by police I’ve never been any trouble in my life and felt that it was a bit much. This woman (Devonna George) was very arrogantly rude and very aggressive, she was very antagonizing. I was not contacted by corporate...

I was traveling with a few friends for one of their birthdays. We were not given a specific check in time so when we arrived we were told that the room had not been cleaned yet and that we would have to return around three hours later. After checking in we discovered that our room had not been properly cleaned. Both of these were minor things that we could look past. As we returned from the local amusement park around 4pm we decided to try out the pool/hot tub area near the lobby only to find that the outside lounge area was not kept up( trash and cigarette butts) and the hot tub temperature was close to a bath that someone had ran and forgot about for an hour, I called the front desk and asked if there was any way that the temperature could be turned up and they said that they would see if someone knew how to do it. After around two hours of waiting there was no response or phone call to let us know that it could not be done so we retired to the room for the night. The staff was not friendly in the slightest, throughout the entire stay we may have seen one person actually smile at a guest. On the second day we checked out and headed home , when I got back I had realized that I had forgotten all of my keys in the hotel room (my fault I know) I called the front desk and asked them if anyone had found them and they told me that they could not get in to the housekeeping office to check (as if a general manager wouldn't have access to every part of the building) so I left my phone number with them and they said they would call me in the morning. Around noon today I had still not heard from them so I called again and they transfered me to the housekeeping where a gentleman informed me that they had found them so I asked if I needed to come get them or if they could possibly ship them to me to which he responded "give me your number and I will have a Manger call you". After three hours of waiting I gave up and began driving to the hotel which was three hours away. Fourth five minutes away from the hotel I called the front desk again and asked to be transfered to housekeeping, there was no answer. I left a voicemail asking that if the keys could be left at the desk so we didn't have to same issue as the night before. (I still have not gotten a call back from that) I called the corporate office to let them know about my issue and they were extremely nice about everything especially because I had to take off of work to make the trip and had slept in my truck the night before due to not having a house key. They arranged to have my keys left at the front desk where I picked them up. The part about it that gets me the most is that after all of this no one has even done so much as apologize for all of this trouble with communication. I have stayed in plenty of hotels ran by the Marriott chain over the years and it amazes me how one bad experience can change my...

Initially when we came into town we just stopped by to see if there was any chance of early check-in. I always ask because I have been able to early check-in at a few Courtyard Marriotts in the past. Before I even inquired about that early check-in the female at the registration desk was awful and rude. She did not address me initially as she was having a conversation with what turned out to be a friend. I assumed it was another hotel guests until I heard the nature of their conversation. When she finally knowledge to me it was not a verbal acknowledgement but a tilted head and a raised eyebrow as if to say what did you need. She seemed annoyed that I was there even though I waited patiently for them to finish their conversation. I then stated that we had a room reserved for the evening and before I could even finish my sentence she interrupted and said check in is at 3 very rudely. I then asked if there was any chance of early check-in and she really answered no there never is early check-in allowed at Courtyard Marriott. I know this to be a false statement due to the fact I have checked in early at other Courtyard Marriott. Please keep in mind that this was just an hour and a half before regular check-in time. I had a few other questions but she dismissed Me by looking away and said she would have dress questions when I came back for check in at 3. I left the lobby feeling embarrassed and close to tears. I have never been treated so rudely in my life. I am a manager for a travel soccer team and we teach our boys to treat everyone with respect and kindness at the hotel. However I do expect as a guess to be treated with respect and kindness as well. I really wish I knew her name. She was working at 1 o'clock on 4 29. If I had other options or my son's team had not been staying there we would not have come back. However when we did come back at 4:30 for a check in we met your registration desk employee Gloria. She was very sweet and kind. And did everything to make my check in as smooth as possible. She did not know of my early and encounter so I feel as this is just her natural true nature of taking care of the guest of your hotel. She should be commended. I've already reported this to your corporate and I have not heard back from...