La Quinta Inn & Suites by Wyndham Louisville NE/Old Henry Rd — Hotel in Louisville

Hotel Stay (May 1–5, 2025) 1. Check-In Delays - The front desk was managed solely by an overwhelmed trainee, with no manager or additional staff available for support. Multiple errors were made during check-in, resulting in our entire group waiting in the lobby for 2 hours before receiving our room keys. 2. Key Card & Housekeeping Issues – May 2, 2025
After a day of exploring the city, we returned to find our key cards malfunctioning. A different front desk staff member re-coded them without a clear explanation. When we finally accessed our room, we were surprised to find it had not been properly serviced—dirty towels and trash had been removed, but the bed was not made, fresh towels were not provided, and toiletries were not replenished.
Attempts to contact the front desk by phone were unsuccessful, so I returned in person to request towels and soap. The staff noted the complaint and promised to notify housekeeping for the following day. 3. Room Rates & Customer Service Concerns While waiting at the front desk, I overheard another guest being quoted a significantly lower daily rate than what our group was charged. When I inquired about the rate discrepancy, I received no clear response. Other group members, who also experienced housekeeping issues, joined in raising concerns. Upon investigating online, we found that the current rate was approximately $200 per night—much lower than the $600+ rate we were charged based on a reservation made 9 months in advance for Derby weekend.
As it turned out, the hotel had far lower occupancy this year. When we asked why we weren’t informed so we could cancel and rebook at the reduced rate, the front desk staff—specifically the manager’s daughter—became defensive and argumentative. The issue escalated to the hotel manager and then the owner, who eventually agreed to adjust our rate to around $400 per night. Continued Issues – May 3, 2025
After returning late from the Derby event, our key cards again failed to work. The front desk employee, who seemed indifferent and unfriendly, re-coded them without an apology. Once back in the room, we found it had again been only partially cleaned—trash and towels were removed and soaps restocked, but no fresh towels were provided, and the bed was still unmade. I once again returned to the front desk to collect towels and voice my concerns. 5. Final Night – May 4, 2025
Given the recurring key card issues, we preemptively had our cards re-coded before heading to our rooms that night. To our surprise, housekeeping had finally done a proper job: the room was clean, the bed was made, and fresh towels and toiletries were provided. Unfortunately, this level of service came only on the final night of our stay. 6. Additional Concerns Beyond the housekeeping and billing issues, several other problems negatively affected our stay: -The TV in my room was unusable, constantly buffering every 10 seconds. (See attached video) - The pillows were small, square, and flat—uncomfortable and unsupportive. - Dirty linens and luggage carts were frequently left in hallways and near windows. (See attached photos) - The complimentary breakfast lacked freshness—eggs appeared reheated and the coffee station had a decaf button but no decaf available. - The indoor pool was closed due to a notice from the city/health department. (See attached photo)
The lobby restroom near the pool had a strong, unpleasant odor that made it difficult to breathe when entering.
Conclusion This was, without question, the worst hotel experience I’ve ever had. The lack of customer service, poor housekeeping, and failure to communicate key information were unacceptable—particularly for a Wyndham-branded property. I will not return to any La Quinta hotel, nor will I consider any other Wyndham property in the future. Even at the discounted rate we eventually received, this stay was not worth the cost. My group and I are extremely disappointed and will not be...

Disappointing Stay – Not Worth the Wyndham Name|(May 1–5, 2025)||My recent stay at this hotel was extremely disappointing due to poor customer service, subpar housekeeping, and unfair pricing practices.||Check-In Experience|After a long flight into CVG, I arrived at the hotel on May 1 expecting a quick check-in. Instead, my group waited over 2 hours due to an overwhelmed trainee at the front desk, working alone with no manager present. Multiple mistakes delayed us from accessing our rooms.||Housekeeping & Key Card Issues|On May 2, our key cards stopped working. After getting them re-coded, we returned to find our room had not been properly serviced—dirty towels removed, but beds unmade, no fresh towels, and toiletries not restocked. This became a daily pattern. Even after complaints, there was little improvement until the final night. Our key cards also failed multiple times, requiring repeated trips to the front desk.||Rate Discrepancy|While waiting for fresh towels, I overheard another guest being quoted a rate much lower than ours. Our group paid $600+/night based on Derby weekend rates from 9 months prior. By the time of our stay, the hotel was nearly empty and rates had dropped to $200+/night. We were never informed of the price drop or given the chance to rebook. When we raised this issue, the front desk staff (who was also the manager’s daughter) became defensive and argumentative. The situation escalated to management and ownership. We were eventually offered a reduced rate ($400+/night), but only after significant pushback.||Other Issues||The TV in my room constantly buffered and was unusable.|Pillows were small, flat, and uncomfortable.|Hallways often had dirty linens or luggage carts left unattended.|Complimentary breakfast was subpar—eggs seemed reheated and no decaf coffee was available.|The indoor pool was closed due to a city/health department notice.|The downstairs restroom near the pool had an overpowering odor.|Final Thoughts|This has been the worst hotel stay I’ve ever experienced. Poor housekeeping, repeated key card failures, and a lack of communication or accountability from staff made for a frustrating experience. It’s especially disappointing for a Wyndham property. My group and I will not return to this hotel—or any La Quinta or Wyndham brand location in the future. Even the discounted rate wasn’t worth it. Extremely...

I do not recommend this hotel under any circumstances!

I have never written a negative review for anywhere before, but this was so bad I feel an obligation to warn people. We made reservations for a room two weeks in advance for 2 nights and booked directly using the hotel reservation system. When we arrived, the desk attendant informed us that they were overbooked and they cancelled our reservation and we could not stay there. No alternate hotel accommodation was offered whatsoever. We were just left stranded far from home in a strange town! It was quite unbelievable and traumatizing.

We weren't the only ones either. They had a handwritten list with a bunch of names sitting there on the desk for which they cancelled their rooms. Four other distressed families got turned away with no advance notice as we were hanging out there dumbfounded about what to do, including a dad traveling with his daughter who needed to be up early for a basketball event at 8 a.m. the next day and it was 10 p.m. by that time. Also, we were told that the photos of the room and room description are not actually what the room amenities include for the room we booked.

We tried calling Wyndham for help with making an alternate reservation and they put us on hold, but after waiting 1 hour on hold (as we called other places on another phone), we came to the realization that Wyndham does not care one bit about us. We used to stay at La Quintas often and really enjoyed it. Apparently it got bought out by Wyndham and it's not the same anymore. I have no trust whatsoever in them now. Never again will I stay at any Wyndham affliated hotel. I am still shocked about the whole experience. There is something gone seriously wrong...