Holiday Inn Express Louisville Northeast by IHG — Hotel in Louisville

I called to speak to someone because I made a reservation with two rooms for work. One man got sick and couldn’t make it so I needed to cancel one of the rooms and book the two room suite. The “General Manager Megan” also said she privately owned the hotel told me that it was up to her discretion wether she wanted to cancel that one room at no charge and she also let me know it was at her discretion wether she wanted to give me the member discount and then asked me “now what do you want me to do for you?” I said “you know what, I don’t need your help I’ll do it online” and I hung up. SHE CALLED ME BACK!! She said “you are not going to hang up on me and disrespect me so I’m canceling your rooms and charging you for canceling them!” I called IHG to file a complaint. She is in the wrong business and needs to be relocated to her house. Update: she responded below but is not telling the truth. The fee was fine and I was getting that room but her attitude was awful and I didn’t want to make a reservation through her as she had such a response that took me off guard when she stated the things above and HOW she said those things. No one should be talked to in this manner especially from a manager. Her telling me that it was at her discretion meaning she has power over me to do what she wants and I wasn’t going to listen to her insult me so I hung up and she didn’t like that so she decided to call me back and tell me how awful I was and she would not have me stay at “her” hotel. This got really out of hand and she doesn’t need to work with the public! I travel all over and only stay in IHG hotels. I’ve never been talked to like this. I pay a lot more for a room per night that they were charging. I just wanted the members fee since I earned my...

After a 14 hour work day and a 4 hour drive (of my 6 home) I stopped at the hotel (where I had a reservation) .When I walked in, I interrupted a personal facetime call (which the clerk never ended, only put the phone down) I was told due to the credit card on file, my room was canceled. I went out side and got the proof of corrected card that was sent on Tuesday (24 hours ahead). When I went back into hotel, I was ask to "hold on". This was at 9:30pm. He was on another facetime call with someone helping him with the computer. Word for word, letter for letter. After 15 minutes of waiting. The person on the other line asked if there was someone in front of him and he said "No, there is a lady waiting". Again, he was asked if someone was in front of him and I said "YES". The guy on the phone told him to tell me they had no rooms. I was livid. I told the clerk that he could have told me that to start with and not make it look like I had a chance at a room. He said he did, and I had to correct him and tell him he said it was canceled due to my company's credit card.||This was very unfortunate. The hotel may have been really nice. It was only a half mile from our Louisville office which makes it in a great location for clients and customers. I did send the hotel an email before posting this and let them know I would if I didn't hear back. Not a peep. Which is very sad as I am an IHG member and try to choose those hotels.||I will not be staying here in the future, nor will it be recommended. Completely due to the total lack of customer service.||I was blessed to find a hotel across the bridge in Indiana with a very friendly and attentive clerk, the ONLY room left in the hotel AND a reduced rate. Looks like Hilton...

Sooooooo...... I see all these reviews talking about how great this place is and how friendly the staff is. These people are either employees of the hotel or fake reviews made by the hotel to get the ratings up. This place is Horrible from the guest service to the rooms. We booked a two bedroom suite which is a More expensive room than normal which is fine and understandable but the reason I mentioned that is because as soon as we walk in the room the smell of smoke was overwhelming I go to put water in the mini fridge and I find a to go plate of food. So I go down to report both problems hoping for a room change because the smell was already giving me a headache. The man and the front desk just says ok and then asked me if I liked baseball to change the subject. I go to Walmart next door and I buy air freshener myself. Well..... I get to sleep after making the room smell a little better and what do you know the people across the hall starts fighting at midnight I go downstairs to report because I phone in the room doesn't work and nobody is at the front desk. Keep in mind we are staying at this hotel for work. So long story short is I call donw the next day and ask to speak to the manager she refuses to talk to me. I go downstairs and ask to talk to the manager and I'm told she was to busy to talk to me so I finally call IHG at that point she finally comes out and offers me $40.00 off a $200.00 room. I refuse it and call IHG back they call her and she completely lied to about everything. Told IHG she reviewed the camera and nothing I said happened. This place is unbelievable and the people are as rude as can be. Please stay away from this place on...