SpringHill Suites by Marriott Louisville Hurstbourne/North — Hotel in Lyndon

I stayed here for one night while on a business trip. I believe this is the first place I've ever stayed where I'd say without a doubt "don't stay here."

I arrived at the hotel to check in about 6:30PM, what I would think would be a peak check-in time. There was a sign at the counter saying the clerk was helping a customer and would return shortly. It took 10+ minutes for her to return. I can't believe it was so poorly staffed during the day. I rode with a coworker who stayed across the street, so I didn't have a car to leave for dinner. Since it was raining, I ordered food to be delivered. When I went downstairs to get my food, I decided to take the steps from the 4th floor. As I entered the stairwell, I came across a poorly dressed individual who sprinted down the stairs and left the stairwell on the third floor. I recognized him from when I was checking in, as he came into the lobby to get a some of the water that was set out for folks when they checked in. When I got to the bottom of the stairs, I found that both doors to the outside of the building were propped open, which I closed. I suspect the individual was homeless and hiding inside the hotel in the stairwells. I told the clerk about it while I was downstairs... I don't know if action was taken. When I got back to my room, I locked myself in. I went to eat my dinner only to find that neither the restaurant didn't provide utensils and the "suite" didn't have anything in the room... so I ate my salad with my fingers because I didn't want to leave the room again. The room was poor, at best. I could hear the person next to me talking on the phone. The door to the hall didn't close well... you could see light around the full perimeter of the door. The walls had paint touched up, but the color didn't match. One of the lights over the sink was burned out so the sink was very dark. The TV was situated such that you couldn't see it from the desk. You could hear the rain falling on the roof of the hotel (I was on the top floor). There was rain getting into the room and the carpet was soaked around the window. The window only had the black-out curtain... no "privacy" curtain to allow ambient light in. The diverter in the shower was extremely tough to move. Because of my experience with the person in the stairwell, my confidence in the security of the hotel was gone. I decided I would skip a workout and stay in the room. If I had a car I might have moved to a different hotel.

Bottom line is you couldn't pay me to stay here again. I've told co-workers going to the area and that live in the area to avoid this hotel. I've been a Marriott guy for a while, but this experience is making me rethink that loyalty. Oddly, I've not received an email asking for feedback on my stay here... it seems they may not want to...

Thank you for reaching out regarding our stay last week. I was travelling to our sister company which is located directly by this property which is why we chose Springhill. There were four in our party travelling in one vehicle. We booked and received confirmation in advance through our company's travel provider, Egencia. When we all got to the property, three of us were able to get a room and one was told that she would have to stay at a separate property. This was NOT an option as we were travelling together. We didn't have any why behind it. They kept stating that they let Egencia, the platform for our company's travel, know of this change which was a direct lie. No emails, no conversations with Egencia, The front desk associates had us fill out a rewards to help support the issue; however, there was no true emotion of the impact of the Springhill issue on my fellow traveler. So she would not have to stay by herself at another property, we ended up sharing a double room on a work trip which was not a stellar experience bunking up with an associate. We got through that issue, never feeling like anyone even remotely understood the impact or cared about it. Next morning we are taking advantage of the free continental breakfast. I went for coffee. Each of the coffee pots were completely empty. I was thinking this was my user error, so I asked the lady behind the front desk to ensure I was working the spigot correctly. She said yes. I tried again which confirmed that the coffee was out. I then asked the SAME lady behind the desk and she then says, "someone is getting it." Again, no sorry for your inconvenience. I am sure this is important to you to start your day. It will be here no later than 5 minutes. I am waiting and waiting and thankfully, a fellow human said, "the same lady told me it would be right here and that was 30 minutes ago." Again, I felt like I was lied to and not treated with any respect. I was infuriated by my experience. Please, train your associates on proper human experience elements to have a better experience for other travelers. This was so negative that I am connecting with our Egencia partners to take Springhill off the rotation as a choice for our company. No other person or associate should have to have the experience that we had. Therefore, moral to this experience, treat people as you want to be treated with kindness and respect including acknowledgement of your issues impacting...

I was underwhelmed by this hotel. The common area feels outdated and uninviting. While I only spent 1 night here, the elevator had not been cleaned from the time of my early evening arrival to the time of my morning departure. The room layout feels awkward, including the television that is wall mounted and meant to swing from the living area to the bed area. The ceiling fan, bathroom fan, and a/c vent were all dirty and old looking. The bathroom lighting could stand to be a little brighter. I could overlook a lot of things if I was satisfied with the most important thing, which is the bed, but that too was disappointing. The bed (which btw, is supposed to be a King, but looks more like a large Queen) was too firm and not particularly comfortable. The comforter is extremely thin and light. Pillows were fine and sheets soft enough.

When I was checking in the front desk clerk boasted about the full breakfast that is served in the morning. Sadly this elevated my expectation a bit, only to be disappointed. There was bacon and sausage, and the remains of what appeared to have been scrambled eggs (at 8:15am I would have hoped this would have been refilled), and pancakes. There were tiny little yogurts, bread slices, and bagels, and some cereal bars, pop tarts, and muffins. No fruit at all. And an out of service OJ machine (some time ago another review mentions there being no OJ, so I guess they don't care to serve OJ as it certainly could be served in a carton or other container). I would have been somewhat disappointed with this breakfast, but having been told about how great it is, was a serious oversell.

I was told the pool was closed, and it felt like I might have expected it to be fixed the next day, but again, looking at other reviews, it seems the pool has been in some version of closed or cold for some time.

Other reviews mentioned the bad landscaping. It appears maybe they are trying, but it looks like it is being maintained at bare minimum levels.

The rooms have a mini-fridge, microwave, and small sink which can be nice to have.

I get that covid may have them short staffed, and they may be struggling, but all things considered, I do not think I will stay here again, excepting a desire for...