Crowne Plaza Louisville Airport Expo Ctr by IHG — Hotel in Louisville

Went to take a quick trip to Louisville. After staying at this location on other visits with construction going on at the hotel and still did not experience the lack of care. My husband Kirk booked this stay for me and our children and my best friend and hers. Online it didn't say anything about the pool being closed permanently and as a past guest this was the one of the reasons for booking this location was because of the pool and it was close to the Halloween event we were wanting to attend. This the second time that when booking online that he wasn't able to add me before I arrived the staff was again rude to me his wife that my husband wasn't here, and they had to add me to the stay. after that we were told that there were no available joining rooms during our stay. Then our first room on the 5th floor smelled of cigarette's. Then me being non weight bearing on one leg(using crutches and a knee scooter and my friend in a boot as well) had to go all the way back down to request a new room from the front lobby and then go all the way back to the 5th floor to move again that room we were in for about 20 minutes until we discovered a cockroach under the bedding. I went back down again and had told them that they would contact pest control and we would be moved to another on the 4th floor and that they could a get us a joint room and I would hear construction in the morning, and I told them that would be fine. Once we finally got to the room the air wasn't working in one of the rooms and it had no lamps whatsoever only the hall and bathroom light. We called front desk and stated both those things. we left for dinner and returned the air was working but no lamp in the room still we called a second time they said someone would bring it right away and we explained we had 4 children width us, so we need a lamp in the room. An hour went by, and we called again they said someone was on the way and another hour went by and I called again, and they told me that they would radio and find out and I never heard from them again that night. That morning the construction started and then stink bugs started appearing in my room I can only guess from the vibrations from the drills and jack hammering I called on the front desk and no one ever answered at the front desk at that point I was beyond mad, and we have two other trips booked for this location for Cheer completions and I will be cancelling them and going to another location. Not once did they thank me for my husband being a IHG member like they do at other locations and frankly the staff wasn't very polite so in the future I will stay at the Hurstbourne location. Have photos of all the bugs if the hotel but the site wouldn't accept them due to the size. Also, and for the record never got a lamp for our room for the entire stay and had to take one out of...

'After spending the evening there during the tornado, loss of power, someone pulling the fire alarm, people sleeping in the lobby, nonstop yelling and loud noise until at least 3am when I had to take my daughter to the car to try and make a bed for her to sleep... I do understand that management was saying "it is an act of God, and they will not be refunding or discounting".... However, I was not able to sleep in my paid for room. My child wasn't able to sleep in our paid for room... Even a partial discount would be acceptable, but nothing from this place. Mind you, we had no light, air, hot water, breakfast, dinner from the restaurant on site, etc... the list goes on. Then by the time we were at the gym (across the street) we heard the hotel was giving away Starbucks muffins and coffee. We didn't get that... Saturday, after the power came back on around 10/11am, I then realized that the hotel said there was an open breakfast until 1pm, however, it was a 45-minute wait and the guy at the host stand was a total ass that clearly had no idea how sleep deprived, and irritable people were. Very sad the way I heard him treating people.

Friday morning (3:30am), I went into the lobby to beg for a room for my daughter to lay her head instead of the car, and they said they can't even see what rooms are open since all power was off. This all makes sense but still sucks. & really sucks that the hotel isn't refunding or trying to make anything right with the ones that were calm and stuck through with them...

I didn't use a room, a shower, NOTHING and still charged from a corporation that can clearly not blink an eye if they refund me my night (non-stay) .... but they refuse. Stange, and I hate that because, if you have read this far.... this hotel is awesome! So nice, large, nice clean rooms, staff on point, etc. I just had a bad experience the first night due to horrible weather and destruction and for them not acknowledging and fixing it $ wise since we were evacuated and slept in my car, I won't return as of now.

Hope this helps future people staying, incase of anything "out of there control" hot water, air, wifi, power, bedding (which we also NEVER had), etc... you won't be getting a refund or anyone to even acknowledge you.

Could be the ULTIMATE place to stay, if Managment was different and understood that everyone traveling is away from their home unlike them, is out of their comfort zone and uncomfortable with not having a room and literally sleeping in our car. EVEN SPRINGFEILD BESIDE THEM WERE OFFERING PEOPLE TO COME IN THERE TO HANG IN THE LOBBY BECAUSE THIS HOTEL LEFT PEOPLE UNKNOWKN AND WORRIED!! Check out Springfield nextdoor. Make it right Crown Plaza Louisville Airport Expo Ctr by IHG!!!!!!!

Call me Crown Plaza, room 219...

We stay at countless hotels between business and leisure on an ongoing basis, and the last thing I want to do is leave a negative review for people in the service industry. Many years ago, I stayed at this hotel multiple times a year for youth conferences without a complaint. This has been the worst hotel experience overall, that I have ever experienced in my life. We were here with a group block and out of 10 families, I believe only 1-2 had no room issues. Within our group we had numerous families who had room key issues that wouldn’t allow them into their room, one room upon entry had the TV on the floor between the beds, one had a non working mini fridge, one had no air conditioning, one had dirty towels blocking their door, etc. One family had their card on file charged over $1,000 “accidentally” by the front desk. Waited 20-30 min in line at the front desk every time there was an issue, which was almost constantly. Now, let’s talk about the pool. There are 500+ rooms in this hotel. This hotel participates in “team travel” stay to play events- for those who don’t know what that is, it’s where youth sports teams have to stay at certain hotels to be able to participate in tournaments. Yes, that means a LOT of kids. There were around 20 kids in the pool one evening, all being respectful and safe. The sign states there is no lifeguard on duty, but they sent an employee down to the pool to sit in the lifeguard chair and watch people in the pool for hours. The lady checked for wristbands (silly) but okay, not a big deal. Then, she told the 20 kids in the pool that the pool was over capacity and asked for volunteers to “take turns in the pool”. What is the pool capacity for a hotel with 500+ rooms, you ask? SIXTEEN. 😅 I thought it was a joke at first, but it was not. Obviously, none of the kids volunteered to exit the pool… so she calls security. Security came down and spoke to parents that were poolside, and security decided it wasn’t an issue as long as the kids weren’t running, etc. The security guard and hotel employee argued about it with each other after that, but in the end, the kids were allowed to stay in the pool. Just a lot of completely unnecessary over reach and issues that shouldn’t have even been an issue. Also- if you have more than 4 people staying there in a room, they charge you an extra $25/person for a pool wristband, even if they are staying in your room. Also- be aware, there are no hair dryers in the room. I’ve never stayed at a hotel where that wasn’t provided.

The rooms were “clean” for what it’s worth, the main lobby areas are nicely decorated, and the bartender at the lobby bar was extremely good at her job and very nice. Only positive things I can...