Embassy Suites by Hilton Louisville East — Hotel in Lyndon

I'll begin by saying that the front desk staff person, Enjelly, was absolutely wonderful. I cannot say the same for the rest of the stay.

I was traveling with family, including 2 small children, in October 2021 and booked this room through Expedia. The first hotel room we were assigned on the 3rd floor reeked of mildew and we smelled it immediately when we walked into the room. It was so overpowering that I returned to the front desk right away and requested a room change. We were moved to the 6th floor.

The 2nd hotel room felt very dated and not super clean (despite there being a very aged and warped sticker on the bathroom mirror saying how Hilton takes cleaning seriously, ha). The couch was missing threads and had stains. The arm chair looked like it had seen better days. The carpet seems quite old and appeared to have a large red wine stain on it. The room also smelled faintly of smoke, despite being a non-smoking room. We were exhausted after a long day of travel and activity, so we figured we could deal the the subpar room for 1 night.

After settling in for the night, we noticed that the room had an odd, damp feel to it. We opened the pull-out couch to find a very uncomfortable pull-out bed with rather sharp metal edges on the joints where the bed folded along the thin mattress. The room had no extra sheets or comforters despite it being a suite, so I went to the front desk to ask for more bedding. I was given 2 very thin blankets (think hospital bed blanket but worse) and 2 sets of sheets. The blankets were not soft, were stained, and had rips in them. The sheets were also stained and looked like someone had not diluted bleach while cleaning them, causing the fabric to have thin, see-through spots. We had to turn up the air conditioning to try and remove the wet feeling that was in the air. While out in the main hotel area where all the floor levels can be seen, I saw at the very top near the ceiling there were 4 large vents that look covered in either black mold, mildew, or dust, so I assume it's no surprise why the air is not good in the rooms.

Breakfast was fine, a standard hotel breakfast a few hot items (eggs, sausage, bacon) and lots of bread, pastries, cereals, fruit, etc. While cleaning up the room before checkout, we noticed that a used Band-Aid was stuck to the arm chair in the room for goodness knows how long. That is disgusting!

I had stayed at a really nice Embassy Suites in Lexington a few years back and I enjoyed my stay there, but this location in East Louisville is not a place I would recommend to the traveler who values comfort and cleanliness in their room.

And finally, I checked my credit card bill to find I was charged $25.85 more by Embassy Suites than the price I was quoted when I booked my stay through Expedia (I booked through Expedia and paid at the hotel). I do not recommend a stay at this hotel based on...

My family had a 90-member family reunion at this venue and about 2/3rd of the family stayed at this hotel, including my family and me. I would not recommend this Embassy Suites to anyone for any event or to stay. It’s not comparable to other Embassy Suits I have had the pleasure of staying at in the local area or outside Louisville. Below are a list of cons and the only pro I can notate.

Cons BED BUGS- Four of our family members has reported being bitten by bud bugs which raised concerns of bringing an unwanted situation home. ANTS- There were a line of ants stretching 40-50 feet from my room door to a 2nd floor window. I notified front desk, and it took over an hour to resolved. When checking out of our room, we found a few ants on the inside of our room near the pull-out bed where our 3-year-old was sleeping. Hotel ran out of towels and was suggested that we purchase our own at a local grocery store. – The hotel staff was not prepared to handle the number of customers staying at this location. The hotel staff ran out of blankets, towels, and washcloths. When presented with the issue and asked front desk staff for a solution, it was suggested to our family that we travel to Meijer and purchase our own towels and washcloths for use. We were astonished and disappointed that this was the solution presented to us. I feel that coordinating with other Hilton brand hotels for extra items would have been the best solution to provide excellent customer service. Not asking customers to spend their own money so that they would not have to share towels. Unfortunately, some of our family members were forced to use towels and hand wash and dry for the next family member to us. Décor- The furniture and décor are well overdue for an update. The lobby doesn’t present a luxury feel that is expected with the Embassy Suites brand and price tag. Leather chairs and couches were sticky and dirty, bedroom furniture was old, and bathroom needs a serious update. For reference compare these rooms to the downtown Louisville location. Dirty Pool- Multiple family members reported the pool looked dirty and water was cloudy which means either poor filtration, low chlorine levels, or contaminants in the water. Overall cleanliness - Many family members were disappointed with how clean their rooms were. Some family members had to ask for a change of room when they first arrived on property because of the lack of cleanliness.

Our only Pro- Chef James and his staff were phenomenal. They were polite and attentive. Food was excellent and everything we had hoped for. Chef James personally check in on us and asked for feedback on his wings and food which was greatly appreciated. I have nothing but great things to say about Chef James...

When traveling, Embassy Suites is the first hotel I search for. I have always enjoyed their breakfast, their suites, their evening cocktails, etc. When Embassy is not around, I look for Drury Inn & Suites. After this recent visit to Embassy Suites in Louisville, I thing Drury will now be my first choice. The PROS of this hotel: *Location - it was close to restaurants, a mall & not far from Mega Cavern *Room Size - not your typical hotel room, nice size since its a suite *Cleanliness - room seemed clean & no complaints The CONS of this hotel: *Breakfast - they do not have waffles, the pancakes were just okay, the egg white omelette was mush, the french toast sticks were hard & tasted old (it was only 9am), the coffee was terrible. Never have I stayed at an Embassy & gone to an outside restaurant for breakfast, as we did on our 2nd morning! I also noticed a sign that if you are not staying at the hotel, they breakfast buffet would cost $14. They never asked to see our room card so how did they know we were staying there? I would never have paid for that food! *Elevator - the doors on 1 of the elevators didn't always shut. We seen a group on people exit the elevator because of this. We were in it & it would try to shut, but just kept opening since it never shut all the way. A lady in the elevator with us actually closed the door manually, with the palms of her hands on each door, just so we could leave the floor! *Directions - I had asked the front desk where the ice machines were & she said on every floor near the exit signs. She was very misleading since we were located near an exit sign & nothing. When I went back downstairs to ask someone else, I was told they are near the exit signs by rooms 16 (116, 216, ect.) - that would've been nice to know before we circled a floor & gone up & down searching for them. *Evening Reception - They again didn't ask to see room cards or even ID's. How did they know we were staying at that hotel & that all parties are 21 or older? The lady in front of me looked pretty close to that age, definitely would've been ID'd at a bar or liquor store. They have a few different alcohols to choose from but they actually needed more options. The light snacks (pub mix & veggies) were already picked over 1 hour into the 2 hour reception & I didn't see anyone fill them so that was no good. Overall, they need to change their breakfast & evening receptions. Ask for hotel cards, have more food options, better food, actual light food options in the evening. This stay, even though nothing major happened, may have been one of my last stays at an...