Hotel Genevieve — Hotel in Louisville

The entire stay was horrible. Not to mention, I was charged for someone else's valet. It was supposedly removed twice and even receive an invoice showing I didn't owe anything, but was still charged. Months ago before booking, I called to confirm that Hotel Geneieve honored free early check in, free room upgrade, and $50 credit from my Capital One Travel program. I was told by GM Andrew that the hotel would accomadate our 11am check. Andrew said to call the day before to make sure staff was reminded. I should also mention free parking was a part of this perks and they now charge $40+ for a lot not on the property. When calling to confirm my upgraded room, early check in, and credit; I was told the first two would not be possible. I was extremely confused, as I had confirmed this would be possible months prior. The staff said my needs couldn't be met and there was nothing they could do about it. Our entire trip was banking on an event that we had to be at by 12pm, leaving us unable to check in later. I was extremely upset (this was our anniversary vacation before a severe surgery that would leave me unable to travel or walk). The hotel refused to honor their prior accomadtions because rules changed recently (even though they still offered these perks for Capital 1 Venture X members online). Before hanging up, I asked to speak to the manager. I let Hannah know how unacceptable this situation was and that they should honor the prior. Hannah was willing to honor the free early check in at 11am due to my account being documented by the prior manager. She also mentioned I'm not the first this has happened to. I let her know that if they have stopped honoring the perks because of new ownership, this needs to be changed online - as people are booking this hotel for these perks. Intuitively, I felt like I should cancel but in an effort to salvage my husband's and my weekend (and our ticketed event), I decided to not cancel. The next morning at 11am check in, I was told there wasn't a room available and thay we would have to check in later in the day. I explained that our entire reasoning for choosing this hotel was bc of the confirmation both yesterday by Hannah and when booking by Andrew that we could indeed check in early at 11am with a guaranteed room. Magically, a room was then available. At night, we returned for dinner. They recently closed their restaurant downstairs and we had to dine on the patio. It was appetizers of sorts. The charcuterie was very basic and tasted terrible. The drinks were nothing special either. When trying to sleep that night (9pm), we called for more pillows. No one answered. We eventually gave up calling and rolled up the comforter to use as pillows - since the one pillow for my head was flat (as hotels pillows all are nowadays). Additionally, I called because a fire alarm battery wouldnt stop blinking. The AC unit was extremely bright (even at its lowest light setting) a gain, no one answered. I spent the entire night unable to sleep due to flashing lights. At checkout, staff said goodbye to us without letting us know the total. I asked for the total and they provided charges that weren't ours and trying to charge us a secpnd time for the already paid for room Additionally, our $50 credit was not applied - as requested before asking the total. This is unprofessional and a way to charge paying customers more than they paid for. An employee added valet parking to my account and more that we did not charge. Staff member said they fixed it but didn't provide total. I asked again and they said it would be emailed and I owed nothing. I never received an email invoice and called later that afternoon, was sent the email with $200 of charges not mine. It was the same staff member, so luckily they remembered me and 'fixed' the charges. Two days ago, I checked my credit account and was charged $40... even though I have an invoice showing $0 is owed. While the hotel is beautiful, you will be charged incorrectly, and the perks they list are not honored. I reported this to management and...

I am not one to leave reviews, but I feel it is important to share my experience for others who may be considering a stay amongst other options in the area.

I booked my stay in October choosing the pay-in-full option. We were traveling for a wedding and chose Hotel Genevieve over other locations that had reserved room blocks because the price was equivalent and the atmosphere seemed great. I received a confirmation email for our two-night stay where it states that my total cost would be $262.

We traveled as intended in January and had no problem with check-in or our overall stay. Our check-out was on a Sunday morning and a snowstorm was starting so my husband checked out while I packed the car. He remarked that they charged us for something but we could review later so that we could get on the road before the storm hit. I thought that was odd as we had paid in full.

A few days later, I compared our original total cost from our confirmation email ($262) to the total on our printed receipt from check out ($350.64). Though the receipt is itemized, nowhere does it account for this additional $88.62.

I wrote to the email address that was on the bottom of the receipt asking about this discrepancy as well as forwarding our original confirmation email. I received no response over the next day and decided to call. The gentleman on the phone tried to help me get to the bottom of it. He gave me an email address to forward my confirmation email to. He called me back a little while later and offered a few possibilities-maybe I was talking about the incidental that would be credited back in a few days? No, that was not the same amount. Maybe I needed to add the tax from my confirmation email (above the total cost line) to the total cost twice? No, the math didn't add up. He promised me that he would "check with the accountant" and call me back the next day. Thursday came and went with no call.

That felt pretty standard, simple oversight. I called back the following day (Friday). I spoke to a kind woman who was identified the issue immediately. I explained the discrepancy, the email, the original phone call, and while she was not sure why I was told that a staffer would check with an accountant, she was able to determine based on some code in the system that when my card was originally run for the reservation, it declined and so I was bumped to the rate above. Now, I understand issues with cards happen all the time, but my bank did not contact me (I have notifications set up for every charge and have been using the same card without issues), the hotel never called me, and I was not notified during check-in. I explained that we were in town for a wedding and would have stayed somewhere else with a similar to original rate if we knew we were going to be charged more. She told me she understood and she would speak to her director (not an accountant) who was working that afternoon and would call me back. The rest of that day came and went, then Saturday, then Sunday.

I knew there was more snow coming to Louisville so I figured maybe I would get a phone call later in the weekend. Unfortunately, I was wrong again. I called back on Monday and re-explained my situation for a fourth time, giving it one last go. There were clearly no notes left for knowledge transfer of the situation. The gentleman told me he would go ask a manager and would call me back. I joked with him to please do call me back because I was told that twice before. He promised he would call me shortly. I have not heard from the Hotel Genevieve since (neither a call nor response to my original email) and this is almost a week later.

Somewhere in this process (I'm unsure of which stage), I was refunded $42.34 without explanation. The remaining $46.28 of the discrepancy is unaccounted for. While this is not a huge amount of money, this is a poor way to handle a business and shows a serious lack of follow-through on the part of customer service. When I return to Louisville, I will not be staying at...

Let me start by saying I really hate writing negative reviews and debated on whether to post this. Ultimately, I felt I had to. The only pro I can think of is the location is great. Lots of great restaurants in walking distance. Also others have complained about noise issues but we thankfully did not experience noise in our room. This was a birthday staycation and the whole experience was a frustrating disappointment. The first issue was that I booked through my credit card company who Hotel Genevieve has a partnership with. Certain perks are advertised to credit card holders if they book this hotel and in exchange Hotel Genevieve gets to be advertised on the travel platform as the only certified “luxury premium stay” option in Louisville. As part of the perks for booking this hotel, I was supposed to receive a free room upgrade in addition to a $50 credit and early and late check out. I arrived and was told they were “out” of room upgrades yet the suites they mentioned were still showing as available on all booking platforms so I am about 99% sure they lied and didn’t want to give away any upgrades. Fine. I didn’t argue. I didn’t check in early so I can’t comment on if I would have been allowed to but I was informed that late check out would not be honored. I then asked about the $50 credit and was told this would be applied to my final bill. So all in all I was set to get only 1 of the many perks advertised as incentive for booking this specific hotel. The room itself did not feel luxurious at all. The bed was uncomfortable and there was a stain in the middle of the carpet. The smoke alarm kept flashing all night long and made it impossible for me to sleep without an eye mask. No shelves in the shower to place razors or bath products on so I had to set everything on the shower floor (gross). No iron or steamer for clothes. The robes provided were crinkly and crumpled like they’d been sitting in the bottom of a hamper for a week. The only two drinking glasses were dirty and one had mold in it. My other big complaint was a staff member used her key to enter our room without giving proper notice. She knocked swiftly and immediately entered the room when I was in the middle of changing. Then yet another staff member knocked on the door about an hour later but thankfully did not try to enter. It seemed like there was zero coordination going on between staff. The rooftop bar was nice but the speakeasy was “closed” when we asked. The staff didn’t know why but stated it was maybe for a private event. When we attempted to pick up our car from valet we were told that we should have received a link for an app to download in order to request our car pickup. After I stated that I never received any text with a link, it was discovered that they made a typo in my phone number when we first arrived. So we got added to the bottom of the valet list and had to wait extra to pick up our car when we had already checked out and just wanted to leave. To top it all off I never received the promised $50 credit off my final invoice and instead was actually charged an extra $50. I had to call multiple times to even get an invoice emailed to me. Go figure they also made a typo when entering my email address in the system. I couldn’t make sense of the invoice at all and none of the numbers matched the charges. I honestly just gave up. All in all it was a $800 disappointment for a 2 night stay at this “4 star luxury” hotel. We will not be staying here again and in fact I will be calling Capital One to ask that this hotel be removed from their premium stay catalog as it is very deceptive for credit card holders who book this hotel expecting...