InTown Suites Extended Stay Louisville KY - Northeast — Hotel in Louisville

WORST HOTEL EXPERIENCE OF MY LIFE! The first room we were given was not cleaned, it wreaked of cigarette smoke & there was cleaning supplies sitting around. We got a new room and quickly discovered the air conditioner smelled like mold and the door didn’t lock. We called maintenance, two men came and replaced the door handle. After talking to some people that live in this hotel, we figured out that many of the doors don’t lock. Ours was fixed that day. Housekeeping come once a week. On our day of housekeeping I wasn’t feeling well, my boyfriend told the head of housekeeping we didn’t need service, she said they wouldn’t come in so I could rest& to leave our trash outside. Later that day I was feeling better, we went out for a few hours, our trash was picked up already when we left. We come back &when the elevator reaches my floor, I’m nearly knocked over by a housekeeper. She was in a hurry and spooked. We see her cart outside our room. Weird. We go in, the room hasn’t been cleaned. I took a shower, with the shower curtain open because there’s mold on it. I go to take my nightly medication and the entire bottle is gone from the drawer I put it in. My watch was also stolen from that same drawer. Come to find out, the housekeeper I ran into robbed me and is in a relationship with the maintenance man that fixed the door a few days prior. They lived in the hotel and by the time we figured out they robbed us, they had already packed up their room and left. They haven’t returned since! Here’s where it gets weird. We obviously reported them immediately to staff. I told Melvin, who works after hours and is very wonderful, and the man that was working the office that day, who told me he was going to go review the cameras right then. An hour passed and I called to check that they saw that woman walk into our room, it shouldn’t take this long to review! They explained they now apparently couldn’t view the footage and that we had to wait for the GM, Cassandra, to come the next morning at 9am. We didn’t hear from Cassandra until 3pm that next day, she said that things were “hectic” that morning and that she’s reviewing the cameras right then and will let us know what she finds out. We never got a call from her again. I walked to the office later that night and asked what she was doing to help me and she told me she wouldn’t talk to me because I was upset. My anxiety medication was stolen by her staff, the anxiety that comes with being robbed and feeling so unsafe and then to not have any medication on top of it, was like torture for me. Her staff left me unable to sleep for more than a few hours at a time without waking up in a panic, I vomited all night and all day. This was more than just items being stolen from me, they stole my mental stability and then she has the audacity to tell me she won’t let me know what information she has because I’m clearly upset? So I had to send my boyfriend to talk to her about MY stuff being stolen. And guess what? SHE TOLD HIM NOTHING! She said she wouldn’t refund our money, but that “it’s being handled”. HOW IS IT BEING HANDLED? WHAT ARE YOU DOING FOR ME?! The very LEAST she could do is give me my money back. Never in my life have I been treated so poorly. DON’T STAY HERE! They have TONS of cameras outside, this was all caught on camera and STILL nothing was done to help me. It was confirmed to me that they know exactly who stole my stuff by Melvin, why is Cassandra keeping us in the dark? She claims it has something to do with an “investigation”. I DON’T CARE ABOUT YOUR STAFF PROBLEM, REFUND ME MY MONEY!! I KNOW IM NOT GETTING MY STUFF BACK! Those junkies are LONG GONE THEY AREN’T COMING BACK! This event has allowed me to get to know some people that stay in this hotel a lot, they say they’ve noticed their drawers opened when housekeeping comes in. This is the location where they train housekeeping staff!! They have a serious theft problem and I don’t believe it’s just the two...

I'm mostly upset, because the room had bed bugs. I was bitten repeatedly and I informed the night attendant via message. As no one answered the no. Emergency line. I continued to call with no answer. Finally, after about the tenth call, the night attendant picked up. I explained what happened and she explained that she would have to get with the manager the next day. I asked her for another room and she said; she couldn't accommodate me. I asked why, and she said it's company policy. At this point in frustrated. I had been up all night and all morning after a long day at work. As a person who travels often for work and having this happen without any remorse seems in human. After all this, the manager stated she was going to give me a full refund but, I'd have to find somewhere else to stay. It was definitely inconvenient but, what else could I do. It's late and there's some type of festivals In town, so finding another room was difficult. The night attendant called and said the manager would refund me but, I'd have to come back in the a.m. When i arrived at the hotel, she stated that she would have to email her boss and it would take 5-7 days to receive my refund. I asked for a for proof of the refund and she said I'd have to wait until her boss responds to the email. Then said it could be a while. After all this, 5-7 days to see if I'll get a refund or any proof is scary. To add; I asked for coporates number and I was directed to the website, where you could only leave a comment. Now I have to wait to see if I'll even get an email response. I decided to take this matter further, because I'm not sure if they will honor what I was told. I would advise anyone looking to save on weeklyhotel stay to avoid in town suites. I know every hotel has some type of problems but, for the manager on duty to make you feel like it was my fault I was bitten; is unsettling. I hope this helps someone who's looking for a...

WARNING: COVID-19 ALERT!!! I have been traveling for many years with my Trade and can say, without hesitation, that this has been the WORST experience in 32 years of my career!! The housekeeper(s) at this facility have and are currently COVID-19 POSITIVE!!! The Manager, Cassandra Hayden, informed me on 12/29/2020 that the housekeeper who had cleaned my room the previous day was out sick with COVID-19!!! Then, when I requested that InTown Suites pay for a COVID-19 test for me, she refused, saying that I could have been exposed anywhere. I informed Ms. HAYDEN that the exposure to her COVID-19 POSITIVE housekeeper was (and remains) my only exposure to anyone who is COVID-19 POSITIVE. I requested that she speak with my Attorney and yesterday I learned that she told her co-worker that I had "disrespected her" and had informed her employees to refuse to rent to me in the future. I wanted to stay and extra night and check out on 01/03/2021, however, she refused service to me, citing that I had supposedly "disrespected her"!! I simply complained! I dont understand how complaining about a hotel/motel having COVID-19 positive housekeepers constitutes "disrespect"!!?!?!?! RESPECT MUST BE EARNED! Miss Hayden has crossed a line and WILL be hearing from my Attorney! To KNOWINGLY EXPOSE ME TO COVID-19 IS THE HEIGHT OF DISRESPECT!

BEWARE!!! THE ENTIRE STAFF PROBABLY HAS COVID-19 because when I mentioned that I was of the opinion that both she and her entire staff test (as they rarely wear masks), she became offended and began to attempt to speak over me.

I can PROVE that her previous housekeeper has tested positive for COVID-19...BEWARE THIS BUSINESS!!!...