WoodSpring Suites Louisville Southeast — Hotel in Louisville

I booked a one night stay with WoodSpring Suites in Louisville in December 15th for one of my overnight stays on a road-trip back home for the holidays during the COVID surge. I alerted the property that I would be arriving late that evening. Upon arriving, there was no one at the front desk to check me in. The phone on the wall instructed me to call a # to have security check me in, however after multiple calls and knocks/bangs on the windows and doors, no one came to let me in. I was then left to find another hotel in the middle of the night when many hotels were sold out. I did not find another place to stay until 3:15am and had to pay double what I'd already paid for a room at WoodSpring. ||||The next day (and for 6 consecutive calls after that lasting a total of 3 weeks), I called hotels.com to get a refund for the room that I was unable to stay in since there was no attendant on-site. The first time that hotels.com reached out to the hotel, the manager denied the approval for refund because she stated that there was a phone on the wall to call (which was the same phone I called multiple times to no avail). I then contacted hotels.com again and re-explained that I had tried multiple times to get ahold of someone, they attempted to contact the hotel again. Every time that hotels.com tried to follow back up with the hotel on my behalf to get approval for the refund (via call and email), the Manager who is the only one able to approve the refund, conveniently "was not there" .....EVERY SINGLE TIME. She also seemed to be unable to answer emails as well. Now, if the so called manager cannot seem to ever be 'present' at the hotel, what makes you think the security staff are? It took a seventh call to hotels.com for me to very frustratingly get a refund (fingers crossed as I still have yet to receive the payment) and to report this hotel for taking advantage of guests and think they can conveniently string them along until they finally give up and stop calling.||||Aside from my horrific experience, I would also not recommend WoodSpring hotel as it was very poorly kept up with from the little bit of the building I did see and was a place I would ever want to stay.||||AVOID A HUGE HEADACHE AND DO NOT STAY HERE THEY'RE...

The room wasn't bad, but smelled to high heavens of some kind of fragrance I couldn't identify.

Biggest issue i had was around communication with the front desk person on how to properly check out and when they were available.

Front desk people were friendly and informative, but gave me misinofrmation on how the check out proceedure should go. There were not available gor my checkout and I was told to slide the key under the door. If you check out before your time that you tell them you will stay they will charge you unless you check out in person, so make sure to talk with someone.

The times they were available are not correct on the online site either, so be sure to ask them when they are actually going to be there. I was charged for two extra days that I was not there for this reason.

The hallway outside the room was very stinky, but not overwhelmingly so. Just a lingering stink that it had. Luckily the room itself didn't smell as bad, but had an overly noticeable fragrance of some kind masking any kind of other smell it might have had

The bed was mostly comfortable and the pillows were okay.

They don't have any paper towels, shampoo/conditioner, no hand soap either. They do have a single small bar of soap you can use for showering and washing your hands, but that's one bar for everything. It had two towels and two washcloths. Toilet paper was provided, for clarity.

The toilet was running the whole time I was there.

They come with a full size fridge freezer combo, cabinet space, and a couple of burners, but no pots or pans.

It's air conditioned/heated and the unit was quite noisy, but kept the room at a good temperature.

It's close to a Walmart and Kroger among a number of other eating options. Everything is about 15-18 minutes walk away with sidewalks for the main roads and most of the trip.

The neighborhood feels safe, but a little sketchy too. As long as you know how to carry yourself you will be fine, but don't leave valuables in the car kind of place.

It's next to a main highway/interstate, so there's some noise pollution, but the rooms are insulated okay. If you have sensitive hearing you will definitely hear it, but it's not obnoxiously loud.

Overall it was an okay experience except the situation...

If I could enter negative stars I would've. Idk where to start but by far the nastiest rooms I've stayed in and that ain't even it, I'm embarrassed for the staff, especially the few running this sad outfit. Laughable. There are two GM's, Jeremy & Kevin, that have no idea what professionalism or customer service is. They tell people, mainly women, they'll "work" with them when these customers never asked for that. Only to try to use that leverage against them using their housing as the constant threat. Next is a lil man complex having security/janitor/Do Boy/Maid walking around in his top flight security costume trying to show he has authority to customer that'll entertain the joke. He almost got into at least 2 real altercations with a 14 yr old young man in the length of time we stayed. Although there is one maintenance man named Wayne who is professional and honest and will help you if he can. My wife and I previously stayed at Woodspring once before when it was ran by a respectable and capable management company and Wayne worked there then and has always been the same. There was a fire alarm everyday for months before there was an actual fire due to out of date and faulty equipment. We were never informed if the fire alarm was a real fire or accident even on the day of the actual fire. I personally was approached in the parking lot 3 times being offered various drugs and once being offered companionship aka (hookers). Almost all the employees live there and the parking lot is full of random people sleeping in and working on cars. Some selling RV's and vehicles like a shiesty used car lot. I wouldn't recommend my worst enemy be subjected to the high school drama, unexceptable sanitation, and illegal activity. I recommend...