2/10 Terrible
Stefanie
Travelled with family and small children
6 Apr 2025
Disliked: Cleanliness, staff & service, property conditions & facilities
We love Marriott Hotels and are Bonvoy members, but the SpringHill Suites by Marriott in Louisville Hurstbourne has terrible customer service. We stayed there last night, get in at 10:45, exhausted driving through the rain. Get in, there are kids running and screaming down the hallway. Room next to ours has some little boy, 2 or 3, butt naked standing in the hall, the door is propped open. “Hey buddy you should go inside” No, I look mama. So, no parent. Anyway, we reach out to booking agent who calls the staff. Nothing. Kids running wild until after 1:30 am. Kids didn’t sleep, we didn’t sleep. End up leaving at 6:45 am, WONDERFUL with a 5 & 6 yr old, only to be told that manager would be in “…around 10 or 11” I would have to try later. Attendant heard about the ruckus so she knew what was coming. Call later, turns out manager went home early because of flooding.. But a different supervisor will be in around 3 pm Eastern. Call back, “yeah I spoke to my GM and we can give you Bonvoy points but that’s it” I’m afraid points aren’t going to cut it. Now, the facilities and staff up front and on the phone were very helpful, but letting a bunch of kids act a fool AND make a mess of your place is not cool . (Those are chocolate candies strewn about the hall). We also kept getting fliers and trash thrown under our door. Any other hotel would have given a refund for this mess. DO NOT STAY HERE!
Stefanie
Stayed 1 night in Apr 2025