Kind of pricey, but close to destination....
Reviewed 17 July, 2021
Our room was fine, no problems there. We thought there was going to be free breakfast, but there wasn't when we went. The pool wasn't open the first day, but it was the second. Fitness center was open, but didn't get to take advantage of that. Staff was friendly. Pretty quiet hotel stay. It wasn't super busy during our stay. Some things are kind of pricey at the bistro and 24 hr. market. A bottle of soda will run you $4 and a water bottle $3.50. We didn't even look to see about the snacks. They were probably overpriced as well. We could see Kentucky Kingdom from our window and planes coming in which the kids loved.
Still Slowed by COVID
Reviewed 21 June, 2021
We stayed here for one night when our flight home was canceled. The staff was friendly, the room was fine, location convenient to the airport. However, this hotel epitomizes a larger problem plaguing places like Louisville right now — a shortage of reliable hospitality workers who are good at customer service. Trust me, I'm an easy customer. But two problems have to be mentioned:
1) Multi-tasking. It doesn't work well in hospitality. At this hotel, a maintenance engineer was tasked with driving the shuttle van and also handling checkout procedures. When the van's tires went soft, they didn't have anyone available to go put air in them ... so the staff used their personal vehicles.
2) Lack of customer care. For example, I was double-charged. I wouldn't normally mention this in a review. Mistakes happen. But I've called five times — five — to get this fixed. It seemed like the first four people who answered the phone just pretended to listen. The fifth person actually tried to make it right, but even so, it's been 8 days and I've still only gotten a partial reimbursement.
It's too bad because this hotel should rank higher, but a hotel is only as good as the service. Final note: check your charges when you get home.
Smelly Bed Linens: Disgusting!
Reviewed 6 June, 2021
I stayed one night in May, 2021. Checked in late, dressed for bed. When got into bed, I realized that the bedding smelled as if a very sweaty man had slept there before me. After a long day, I was too tired to get dressed and ask for another room. Reported the problem to two desk clerks Sunday morning. They wrote down the complaint but did not even say "sorry." Smelly bedding! Disgusting!
Reviewed 10 April, 2021
We really enjoyed our stay at this hotel! Mary in group sales was great to work with in setting up a group reservation. The shuttle was available to take us to the expo center, but it was also just a quick 10-15 minute walk. The beds were super comfortable. Everybody was so friendly at this hotel, too!
Not what I expected from Marriott
Reviewed 20 July, 2020
First, I'll start with the positives. The staff was friendly and the beds were comfortable.
Now with the negatives. Upon check-in, I was informed that the pool was closed, the restaurant was closed, there would be no continental breakfast and no housekeeping. When we got to our room, it appeared clean thoroughly cleaned. However, when I went to get ice, there was still a bag of melted ice from the precious guest in the bucket. Our room had a sleeper sofa. There were no linens or pillow for the sofa bed in the room. I called the front desk and they asked that I come down there to get them. When I went to get the linens I was informed they were out of pillows. Also, Kentucky Kingdom is right behind the hotel, so you can imagine the hotel attracts a lot of younger people. The room next to ours was filled with people, mostly young adults, which is probably why they were out of pillows. The moment you got off the elevator, you were hit with the smell of Marijuana coming from their room. I believe they were only there for 1 day. When they left, it seems the hotel tried to cover the smell left behind with air freshener.
Overall, I expected more from Marriott, even during a pandemic. This hotel may be okay if you're only in town 1 day for business, but spending more than a night or traveling with family, I would not recommend, not at least until the pandemic is over.