Hyatt Regency Louisville — Hotel in Louisville

Nice Hotel But BE WARNED

I honestly wanted to write an excellent review for this place. I arrived with such excitement. And I'll even state the good things right away. The Vallet service was very friendly and quick, they even helped me load my luggage onto my cart and wheel it to my room. When I ordered room service, they told me it would be a 30-45 minute wait for my food. It came in 15 minutes AND the food was still hot. You get a selection of proper amenities like a soft bath robe, liqour, anything you may need to treat yourself. Then I went for dinner downstairs. Food was amazing as well. (Side-note, best bacon I've ever had). I got a standard room, and still felt like I was in a suite. The bathroom was very modern and practically new! I've never been in a hotel bathroom that DIDN'T have a flaw and I loved it. The 65" flatscreen you get is so nice to look at. And the color is slightly dimmed so it doesnt hurt your eyes. Plenty of storage throughout the room. The pool was okay. I prefer to swim alone which I was able to do. But the pool did not appear to be heated like they had stated. But that could just be me. Still a nice little area with a city view. Overall, the hotel itself is beautiful. The food is worth it (pricy) but worth it. The staff always smile, and they treat you like royalty!

However...the reason I had to give 4 stars instead of 5, was because of the cleaning staff. Now your experience might be different from mine, but BE WARNED! My breakfast had just came. I had some cash on my nightstand that I tipped the gentleman with, then I started to eat. I left the rest of my cash on the table temporarily until I was done eating. I ordered a big meal, but before I could even enjoy it, I went up to use the restroom. For reasons unnecessary to explain, I wound up breaking my thumb and had to run to the ER. I didnt have time to eat my breakfast, and I had forgotten about the money I had left on my table. When I came back a couple hours later, they had already come by to refresh and restock my room. It was then that I realized my entire breakfast had been thrown out, which I had been saving for later. And on a more serious note, the money was gone. Beyond furious, I went down to complain to the front desk, and thankfully they were able to resolve the issue, which again proves how amazing this hotel and overall staff is. Though I cannot complain too much, I sort of understood why the cleaners took the money. They saw it on the night stand and assumed it was a tip. And I was remmberesed for that plus the entire breakfast that was thrown out. But one small mistake they made cost me all of my enjoyment for the rest of my visit. I wish things could have been different. STILL an excellent hotel! But be mindful of your surroundings...

Unfortunately, this hotel did not meet our expectations. Having stayed at Hyatt‘s before in the past, I can say this hotel did not meet the quality Hyatt typically upholds. First thing we noticed when walking into our hotel room was that carpet in our room had stains on it there was dust and dirt on the nightstand. There was also a dark brown stain on the mattress pad of the bed which I didn’t realize until after our first night. Several parts of the walls look like they had been damaged in the past and that someone had tried to fix it with a patch of paint. Paint jobs on the door, bathroom and trim were sloppily done. The shower wall tiles looked like they were in need of a deep cleaning as well.

In additional to cleaniless issues, the walls are extremely thin. I could hear our neighbor to the left of us throwing up throughout the night and in the morning. We could hear drunk people shouting in the hallway all throughout the night and into the early hours of the morning.

While the hotel was in great proximity to the places we were visiting during our stay, I didn’t feel comfortable walking anywhere. Several people came in to the Starbucks’ inside of the hotel and asked everyone for money routinely. These people clearly had some mental struggles (a man was hallucinating one day) but I would’ve thought the hotel would’ve have more security throughout the hotel as the homeless population in the area is high. It would be beneficial for all to have stationed more security at the front doors. As I mentioned, we didn’t chose to walk anywhere and thus had to pay for parking every time we left the garage. You are also charged a $20 fee in addition to the $10 a night if you lose your parking ticket.

The check out process was a nightmare... we waited 20 minutes to get an elevator going down and kept seeing it get filled up. Seven times the elevator reached our floor only to be full of other guests and luggage carts trying to check out too. We decided to go down all the stairs with all of our luggage. When finally reaching the front desk, it seemed only one person was working at the when they should have three since they have three different stations for people to check in and check out... I decided to not wait in the line and dropped my keys off rather than staying for the bill. Hoping all is okay with that.

PS. The elevators in the parking garage do not work and we never saw anyone working the valet service so if you need accommodations for special assistance I would be mindful of that.

We deeply wish we would have...

I contacted the hotel several times in advance to confirm that we’d be arriving around 5:00 AM on the 16th. I even made it clear we wanted to pay for the full night so our room would be available until checkout.

We arrived at about 5:30 AM. While I unloaded the car, my friend went inside to check in. Even though we had called ahead, it still took two desk agents a long time to process her check-in. Having worked in the hospitality industry myself, I understand that checking guests in after the “end of day” report can cause some hiccups. Still, overnight front desk staff should be able to handle that situation smoothly.

Eventually, she was given a 2:00 PM late checkout — which was nice — but I couldn’t help but compare it to my experience as an SPG member, where 4:00 PM checkout is common.

The bigger problem came when my friend noticed a $450 charge on her account for what should have been just one night. The front desk explained it as “incidentals” that would drop off after checkout. We checked out before 2:00 PM and went home, but hours later she received an email inviting her to “express checkout” — despite the fact we had already left the day before.

We tried repeatedly to call the hotel with no answer, and eventually even Hyatt corporate couldn’t get through. When I finally reached someone, the response was unprofessional and unhelpful. We were transferred to “John,” who was vague about his role, struggled with the computer system, and admitted the phones had been acting up. He ultimately claimed the $450 included a no-show fee from the previous day in addition to the room charge. He said he would remove the fee and send an updated bill.

Instead of fixing the problem, another charge of $107 appeared on my friend’s account during that very phone call — on top of the original $450 — and no credit was ever processed. When questioned, “John” insisted it was a bank issue and that he hadn’t added any new charges.

In short: • We were overcharged significantly despite confirming our late arrival. • The communication and follow-up were poor at every level. • Staff were unprofessional, and resolving the billing issue was frustrating and time-consuming.

We are still waiting on a resolution. For a Hyatt, the service fell far below...