Rated 3 out of 5 by jeff nice
I stayed at this property twice over the thanksgiving holiday. Once on the way to my destination and again on the way back through. As far as Four Points goes, this is a pretty nice hotel. Only one issue on the first stay. The heater didn't work in the smaller room of the 2 room suite upgrade they gave me, so it was kind of cold. Other than that pretty solid stay. The second stay was not as good. The girl who checked me in, didn't upgrade me, which is fine, I don't expect it every time. I do however as a platinum member at least expect to be placed on the spg level, mostly for the complimentary bottle of water and in my experience, the rooms are usually nicer. She also asked me what time I would be checking out so that she could let housekeeping know when to clean my room. I have never heard that question before, and thought it kind of rude. Other that that it again is a nice property, close to the airport, and walking distance to the football stadium.
December 1, 2015
Rated 5 out of 5 by Krystalball252 Great Louisville Hotel
Had a wedding to attend in the Louisville area and this hotel was perfectly located, convenient, and clean. I would recommend to travelers.
November 15, 2015
Rated 2 out of 5 by 250nightsayear It's a mixed bag
The property has some shining stars. The evening bartender Martha is delightful. The front desk staff is also quite delightful.
The rooms are clean, and very well maintained.
However, the food service is lacking in terms of both quality of food and the quality of the service. Eggs are consistently brown and lacey, and the potatoes are usually served undercooked and three times in five days ice cold. The toast is not toasted, but rather fried on a flat grill.
Order accuracy is an issue. I twice ordered extra eggs with my breakfast, and they didn't come. The second time, the server said she would bring them right out. They never showed up. In her defense, the restaurant was busy and she was the only server.
This morning I ordered soft scrambled eggs and potatoes. What was delivered was hard, dry, cold, brown eggs with cold mushy potatoes. The server never brought coffee for my table mate so he went to the lobby to get his own.
I mentioned to the lady at the front desk that the service was pretty slow and it appeared to me that the server needed some help.
A few moments later Ronnie, the apparent manager of the day, showed up table side to inform me that the server was doing just fine and if he needed any help he would let him know. He was rude, and openly confrontational in front of the entire restaurant.
October 24, 2015
Rated 3 out of 5 by LightningGirl 2 Week Stay
I've stayed at this location before and was very satisfied.
During this stay I knew it was going to be an extended stay so I tried to be prepared for anything. However, our first night and day the internet/wi fi was out. I understand this was a city-wide issue with AT&T but it was bothersome.
The staff members were friendly, especially since we where there for such a long time. Miss Martha and Margie were Outrageously AWESOME in the bar and restaurant!
Although the restaurant food was quality was average and the cost was above average that's par for the course with hotels.
Unfortunately on the day before checkout I wanted to have our room serviced (fixed beds, fresh towels, emptied toilet paper, etc.) unfortunately the maintenance people didn't see the light requesting room cleaning but it didn't happen. We had opted for no cleaning the day before and the day before that so the room was in desperate need. I wanted to have a nice clean room for our last evening there - that didn't happen. I understand that it was an anomaly but it was quite irritating.
All in all for 14 days, the staff was extremely friendly and got to know me and my daughter. They took an interest in why we were there and observed that I was working too much. lol. For the most part it was a more enjoyable than not stay.
August 25, 2015
Rated 4 out of 5 by SPG1 Good stopover hotel with responsive staff
Despite arriving very late at night, we were warmly welcomed by the person checking us in (we apparently were his last 'guest' to check in). We had a nice suite upgrade and the breakfast option for the platinum amenity did not disappoint. We would definitely stay here again.
July 31, 2015
Rated 5 out of 5 by CoachJay23 Basket Ball - Hoop Troupe
On behalf of our youth Basket Ball Organization, I just wanted to thank you, and your staff, for your hospitality and excellent customer service that you showed my "hoop troupe," last month during our stay at your property. Over a three-day period from June 19th to June 21st we visited Louisville, KY to attend the 2015 Midwest Youth Boys National Basketball Tournament.
Over the course of our stay at your property, your staff remained attentive to our every need - from your staff’s level of organization during our initial check-in (as our multiple room requests for same floor and room type were handled prior to our arrival), as a result we were able to get settled in fast without hassle; or when you and your staff showed great patience, with regard to our boys multiple, lost key, replacement requests.
In short you made our "hoop troupe" of 11 to 13 year old boys feel at home. Thank you once again for your hospitality and superior customer service - we look forward to visiting your property again soon.
July 3, 2015
Rated 1 out of 5 by UandU Unreasonable and Unresponsive
Recently, before I booked my reservation online, I tried to use my certificate. However, after they spent hours going back and forth between the reservation and front desk, they still had no idea how to do it.
So they promised me they would accept the certificate at the door when I check in. I went online and booked for the first two nights with credit card and expected them to accept the certificate for the 3rd night.
When I arrived at the hotel to check in, I handed in the certificate. However, on the 3rd day, they told me they could not accept the certificate. When I told them the previous conversation with the reservation and front desk, they denied there is such a conversation or phone record. Instead they charged me a higher rate than the rate for the previous two nights.
Worse, when I checked out next morning, I could not get my certificate back because the manager was not there and the certificate is in the manager's office.
A week or so later, I called the manager and left message asking her to call me back. But she never did in the following week. Today, I called their billing department and finally got hold of the manager. Although she said she would send
my certificate back but asked my to fax her the Hot Rate form before she could refund the difference between the charge for the 3rd night and the rate for previous two nights. I have no idea what Hot Rate form is but have the confirmation of my reservation for the first two nights. So she said she can't make adjustment.
I don't think this is reasonable because if they told me they would not accept my certificate for the 3rd night or did not promise me they would at the check-in over the phone, I would've booked the 3rd night online at the same rate as
previous two nights.
I'm a Preferred Guest member of SPG and this experience is ugly and very disappointing.
June 12, 2015
Rated 2 out of 5 by Humbug14 Not up to Starwood Standards
2 major problems--staying on Christmas Eve and Christmas Day--and NO provision was made for food. On checking in on Christmas eve, we are informed that hotel restaurant is closed until day after Christmas, all restaurants in local area are closed(including other hotels), and we should just Google "Louisville restaurants" to get a list, and be sure to call before we go.
Wait--I'M supposed to call? I thought that was what customer service was all about. Very disappointed that no provision was made for Christmas morning breakfast--not even rolls and coffee. 5 or 6 hotels in the area--Couldn't all the hotel managers have met and determined that 1 restaurant would open on Christmas Eve, and one on Christmas morning so everyone's customers would be happy? I realize that staffers want to spend the holiday with their families, but this is the hospitality industry. I had to drive almost 45 minutes to find a restaurant I knew was open. Friday morning, front desk manager was apologetic, and quickly gave us a voucher for breakfast--but I had to ask.
Final straw--hotel allowed a pizza delivery guy in at 3AM morning after Christmas, who proceeded to knock on our door--only problem was WE HADN'T ORDERED ANYTHING, and were fast asleep. All in all, nowhere near the level of customer service and caring for guests that I have come to expect from Starwood. I think much more training needs to be done for staff on Starwood customer service expectations--even staff who get stuck working the Christmas holidays.
December 27, 2014