Aloft Louisville Downtown

The hotel and our room were nice but the customer service by hotel staff was horrible and embarrassing.

Our room was nice and clean when we got there, the A/C worked really good and beds were really comfortable.

And now onto the customer service… when we checked, we asked the front desk clerk if she had any recommendations for a pizza restaurant within walking distance. She told us she didn’t know anything about the area and recommended us googling something. After we went to our room, we found that our sink was clogged and called down to the front desk. We were informed that maintenance was gone for the night and they would leave a note for him. It would have been nice if they just moved us to another room but no. The next morning, we headed out for breakfast and came back around 10:30am to find our sink still clogged. We called down again and the snooty clerk said, ”We told you last night it would be looked at today. The maintenance guy was informed.” We left the hotel and came back in the afternoon and the maintenance guy was in our room fixing to the sink. We noticed it was around 4pm and our room hadn’t been made up.

On the way out for dinner, I advised the clerk that our room hadn’t been made up yet, in which she replied that they only “refresh” the rooms every 3 days but we were welcome to bring down and swap out any linens.

We went out that night and got home around 11:30pm and had planned to head out at 4:30am. When we got to the hotel, the valet stand was gone and no one was around, we asked the clerk what were the best options for our car, especially with our early arrival. The male clerk got snooty and said, “our valet is 24 hours, just leave your keys with me.”

After we checked out of the hotel, I thought that I lost something so I called the hotel to see if they found my property. They took my name and number and told me the housekeeping supervisor would call me in the morning. I received no calls. I called again later the next day, explained the situation. They said the housekeeping supervisor was there, took my information and said they would call me back shortly. No call ever received.

So, if you want to stay in a nice 3 Star hotel with zero customer service downtown Louisville within walking distance of many attractions and dining options, I would recommend this hotel. I personally would not stay at this hotel again.