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
Rated 5 out of 5 by Marsha49 Loved this hotel
The beds in this hotel were so comfortable. Would recommend this place to stay! Staff was very friendly. Room was very nice.
December 19, 2014
Rated 3 out of 5 by Tom147 Room furnishings
I found the interior lighting very poor in the room. Between the low energy/wattage bulbs plus lack of fixtures; I was very uncomfortable. Add to that one of the small wall fixtures next to the bed was not operational. Room did not meet expectations.
November 11, 2014
Rated 3 out of 5 by Brandy74 Staff lied to us!
Stayed at hotel because of convenience to Freedom Hall for Concert. Received a shuttle to concert and (3) different staff members assured us we would have a shuttle back from Freedom Hall once event was over, only to be told when we called, sorry no one here to come get you, maybe call a cab!!!! Will never revisit again.
October 6, 2014
Rated 4 out of 5 by DClark1953 The staff is great, but seemed to hav communication issues
There were 2 adults in the room and after repeated requests for 4 towels in the room we finally had to resort to stopping by the front desk each evening to ask for 2
more towels. This was especially annoying to me because I leave a tip on the dresser everyday for the cleaning staff';
how hard can it to leave 2 extra towels after repeated requests?
September 12, 2014
Rated 4 out of 5 by FlahMoon Convenient
This hotel was very convenient to downtown. It is within walking distance of Hall of Fame, Louisville Cardinals. I didn't score excellent because there were issues of incorrect charges applied to our room and checkout was cumbersome and took too long. Staff seemed to be new and not knowledgeable about equipment
September 3, 2014
Rated 4 out of 5 by Roameo Business stay delivered
Clean room, quiet and calming ambience, attentive, efficient and friendly staff. I am satisfied.
September 3, 2014