Embassy Suites by Hilton Louisville Downtown — Hotel in Louisville

This was my first trip to Louisville and I do not recommend staying here if you are looking for a safe, family friendly hotel. We stayed here 4th of July weekend and used the hotel valet parking. Our rear window was smashed along with 11 other vehicles that were valet parked. Embassy Suites did not take responsibility for this vandalism. If you do choose to stay here, do NOT use the hotel valet parking if you have a pickup truck or SUV unless you are ok with your car being parked in an unsecured lot.

When we arrived at the hotel, my husband was informed by the front desk receptionist that with valet parking, our vehicle is parked in a parking garage. When we gave our information to the valet, we were informed by 2 employees that our car would be parked indoors in a parking garage. We were told the daily valet fee is $40 plus an extra $5 since our SUV is considered an oversized vehicle.

On the day of checkout, we woke up around 7:10 am and saw on our phones that our Fordpass app had a security alarm triggered at 1:37 am. My husband went to the front desk and asked where the valet cars are parked and she said in a parking garage. He then went to the valet and asked the valet employee if vehicles are parked indoors and he stated yes. My husband did not mention the car alarm and figured maybe it was a false alarm so he went looking for our car. He found our car a few blocks away in an ungated outdoor parking lot with our rear windshield smashed along with multiple other vehicles with broken windows. When he informed the valet that our car was vandalized, he was told that a dozen cars had their windows broken around 2 am. My husband asked why our car was not parked in the parking garage and this was the FIRST time we were informed that the parking is underground and oversized vehicles do not fit so all oversized vehicles are parked in the overflow lot where our car was.

We asked for a copy of the police report and were told that the police would not come because a vehicle owner had to contact the police and we were the first guests to report the broken windows. We asked the hotel to contact the police so we could file an incident report and asked to speak to the valet manager. We waited around for awhile and eventually spoke to the valet manager and assistant manager. Our main frustration is that we were told by multiple employees that our car would be parked indoors and if this was never going to be the case, why were we provided with inaccurate information? This is very misleading and had I known our car would be parked outdoors in an ungated lot, I would have never used the hotel valet. We would have parked our car down the street in the parking garage that has height clearance for my car to be indoors.

After we expressed our frustration to management, we were told that they would remove the valet charges. My back windshield cost me $993 to replace and my car insurance will not cover the full replacement cost. The valet is run by Towne Park and although they filed an insurance claim, they ultimately stated they are not responsible because they are not responsible for vandalism. Embassy Suites stated they are not responsible because Towne Park is a separate entity from the hotel. Our frustration again is that several employees both from Embassy Suites and from Towne Park valet provided incorrect information. If this is a training issue, I highly encourgage management to inform employees to let guests with oversized vehicles know that their vehicles are not parked indoors in a parking garage.

The breakfast was pretty good and the hotel is pet friendly. The room we had was spacious, but was worn. Our room faced the outdoor bars so it was pretty noisy during the night. The location of the hotel itself is in walking distance to restaurants, however, everytime I went outside, there were multiple homeless people sleeping right next to the hotel. My experience with the hotel valet and what feels like a deliberate deception and lack of transparency made this an unpleasant experience and I would not recommend...

My husband and I were in town to adopt a baby. We booked this hotel during our layover because we wanted the free airport shuttle and free breakfast. There is also an evening reception every night with alcoholic drinks and snacks. The breakfast is buffet style and really decent and was just what we needed every morning. I originally booked it for ten nights I believe, even though I didn’t know how long we’d have to stay. Turns out we had to spend the night with the baby at the hospital after our first night. We took turns going to the hotel to pack our things and I let the front desk staff know what was going on. We had to technically check out of our hotel room, but they were willing to let us store our stuff there since we had a lot and didn’t want to drag it all to the hospital for a night or two. We only had to spend one night at the hospital, so once the baby was discharged, we walked to the hotel with her in tow and a few more things (car seat, diaper bag and the stuff we had already brought with us) and checked back into the hotel and got an identical room just above the one we were previously in. The room was quiet and spacious and rates were cheaper than I would have expected for a room and amenities like that.

Everything was great. Then we had a setback with the adoption. The birth mom decided she wanted to keep the baby the day she was supposed to sign the papers and we had to give the baby back. As we were walking into the hotel after finding out this news we told the staff because we’d be checking out earlier than expected. The staff was so accommodating and sympathetic with us, especially Dianna and Jalisa. They too fell in love with her in just the couple days we had her at the hotel with us. The day we gave the baby back in the hotel lobby was devastating as we bawled walking away from the birth mom and the baby we fell in love with. The staff knew how devastated we were and later the next evening, we got a knock on the door and there was an employee with a complimentary bottle of wine and a cheese, cracker, meat and fruit platter and card signed by the staff. While that doesn’t take away how heartbroken we still are, the fact that they cared enough to do that for us, proves there are good people in this world. We weren’t sure when we were going to go home, but the staff said not to worry about when check out time was and just take as much time as we needed to leave.

If there is an Embassy Suites in the next city we go to to adopt a baby, it will be our go to hotel. Thank you for the generous hospitality in our time of need. It meant so much to us especially since we were doing so well as parents for those few days.

-Kelly...

As others have already said, this hotel is great! Extremely clean, spacious rooms, great amenities, pool and workout areas are very clean and modern - towels are abundant and they even have a peloton. Great location also, security and 24/7 valet. However, valet is $45 not including tip so we parked for $15/24hrs at the parking garage around the corner (at corner of Guthrie and 3rd, highly recommended).

The main highlight though was the staff. We had a crazy problem with the 3rd party service we used to book our stay - it was Traveluro, DO NOT use them. The service had booked us 7 different times, canceled 5 of them, left 2 of them in the system, NONE of which were for the king suite we paid $170 a night for. After a lot of confusion and headache, the woman at the front desk, Paula, literally saved our butts and worked everything out for us. We were so tired when we arrived and this was such an inconvenience but she made it go away and I don’t know what we would have done without her, seriously. Give this woman a raise or a fruit basket or SOMETHING. Cherish her bc if you guys lose her you will lose an essential component of your overall atmosphere and guest experience. She is a gem. ✨

Anyway, great stay. Appreciated the easily accessible apps/streaming services preloaded onto the tvs in the rooms. Only thing about the rooms (or at least the one we stayed in) was that the pillows SUCK. Literally no stuffing in them, and only 2 per person when you really would need like 4 per person to make up for how flat and awful they are lol. We made it work but mgmt - def look into this, they were crazy lmao.

Also the hotel was SO quiet. Granted we stayed here Sunday night and tonight (Monday) so not a lot going on but it’s just sooo quiet. No sound from anywhere, and the few guests we did encounter were very kind.

Great access to everything, everything in walking distance. CVS on the ground floor with access directly from inside the hotel, which was awesome when we needed water, mouthwash, snacks, whatever. Front doors lock at 10pm with access by key card only but valet and security are outside always to guide you or help you out which is awesome.

Can’t say enough good things about this place tbh. Give Paula a freakin raise please, I don’t care what her current salary is, give her more. We will be...