Holiday Inn Express & Suites Louisville East

Wish I could give this place zero stars. We booked a room at this hotel two weeks in advance because they say they are pet friendly on the Internet. We double checked on that because we were going to be driving eight hours with our dog and our two young daughters. When we walked in to the lobby, it was about 3 pm. There were no other customers around and there were four workers at the front desk including the assistant manager. He promptly told us that dogs were not allowed in the hotel. We told them that we booked this room specifically because their website said they were pet friendly. They basically told us tough luck and sent us outside. We spent the next 30 minutes outside in 90° weather trying to call any hotel we could to find a vacancy for that night. They didn’t do anything to try and help us even though this was clearly a mistake on their part. Not only was this a big inconvenience, but because of the delay my husband was late for a work meeting that he had scheduled later that afternoon. Thankfully, we were able to find a hotel that could take us in for that night, and all we got from the staff at this hotel was sorry that you got the wrong information. Such terrible customer service!

We arrived and the gentlemen could care less that we were platinum members. He gave us goody bags without asking if we wanted points instead. I don’t ever want those goody bags. I told him that we had an extra person come along last minute making our party 5. He told me I would have to buy an extra room. I asked if they had any larger rooms to upgrade to and he just kept saying I have to get another room. No, it’s all children. I’m not sticking them in a room by themselves. So then I asked if they had roll away beds and he said yes. He never mentioned there was a cost. Lobby was nice and pool was good. Glad there was a hot tub. Luggage carts are on their last leg. We called down later and some ornery old woman told me I’ll be lucky if there is a roll away bed left and it’s $ 10. I told her we are platinum members and stay at this hotel chain every single week of the year for business. She didn’t care. She stilled charged me the $ 10 for a junky roll away bed with a horrible mattress. Room is ok, nothing spectacular. HH Express really should create a couple family suites. It would be helpful. Parking lot is really tight. They really should offer coffee in the lobby. Housekeeping knocking on our door at 8:50am while we are on vacation with 2 teenagers. Really? They didn’t give us a Do Not Disturb sign of our door either.

Excellent rooms, location and service.
Breakfast could use an update, fairly lame.
Overall a great place to stay

As far as 2 star hotels go, this place was middle of the road.