Embassy Suites Louisville Downtown

The hotel was classic .Hotel had high ceilings and marble and beautiful chandeliers The breakfast was delicious and the omelets were extremely large. The cocktail time was a nice treat

Breakfast was great and so was the complimentary reception. Room was spacious and comfortable.

There was a lot we liked about the hotel - but one key thing could have made it 5 star.
Our room was very nice and clean. It was large and we slept well. It has cleaned promptly every day and we met the cleaning lady who was charming and friendly.
Breakfast was included and there was a good range. The chefs cooking the eggs were very friendly and good. The servers who cleaned were prompt and cheerful.
The important area that needs improving is the attitude and approach of the reception staff. They let the hotel down. We stayed multiple nights and were disappointed by the approach and attitude of 4 of the receptionists we met.

They need to:

- look up and engage with customers (make eye contact)
- put phones away and focus on the person
-scan reception area and make conversation: Hello. How are you? How is your stay. Can we help with anything...
- have some enthuiasm for the job and interest in the customer
- store the brown paper bags away the reception area looks messy.
- check in people more smoothly. Our check in took 30 mins and we'd had a 13 hour flight.
- pretend that they care when you tell them about an issue

The receptionists set the tone of the hotel, and at present it is not good. We did not have a car - but the valets were much more charming and willing to help. We had great attitudes and approaches from all other staff. I think the reception staff need some customer care retaining or a change of roles to behind the scenes.
Overall a comfortable hotel with some great rooms.

Breakfast was amazing.

Location is fantastic! Close to attractions and restaurants! Staff is always friendly and helpful! Valet service is absolutely worth it!

The building is very beautiful and well appointed. It was very quiet and clean. Our room was very comfortable. The bed was amazing.

This was, without question, the worst hotel experience I have ever had. I never expected this from an Embassy Suites, a brand I have always associated with quality and family-friendly accommodations.
Upon arriving at the hotel, the valet operation was in complete disarray. We waited well over an hour before our vehicle was retrieved, delaying our check-in significantly. Once inside, there was only one employee (who was nice) working the front desk, resulting in an extremely long line.
I was traveling with my young daughter, and while we waited, we were approached multiple times by homeless individuals outside the hotel. Inside the lobby, a topless woman who appeared to be either severely intoxicated or under the influence of drugs was wandering through the hotel. My daughter was frightened and extremely uncomfortable. This was not an environment in which any guest, especially families, should be expected to stay.
Unfortunately, the problems continued. After finally receiving our room keys, neither the physical keys nor the Hilton Honors app would unlock our room. We attempted to contact the front desk, but no one answered the phone, and Hilton Honors support was also unresponsive. We were forced to load all of our luggage back onto the cart and return to the lobby after an already exhausting wait.
As we walked back outside, another homeless woman who appeared to be under the influence of drugs collapsed directly in front of us. At that point, we no longer felt safe remaining at the property. We made the decision to leave and drive home over four hours rather than stay in what had become an increasingly unsafe environment.
I paid for a room that I was never able to access. Instead of receiving the quality experience I expected from Hilton and Embassy Suites, I experienced poor service, security concerns, and a complete lack of customer support. My time was wasted, my daughter was placed in an uncomfortable and unsettling situation, and I incurred the cost of a room I could not use.

Short walk to 4th Street

As a Hilton Honors Gold member, I stay at Hilton properties frequently. This is my fifth Hilton stay in the past two weeks, and it has been, by far, the most disappointing.

Our experience has been so poor that we’ve decided to cut our stay short and leave two days early rather than spend another night here.

Problems started as soon as we checked in. Our first room was unacceptable, forcing us to move to a second room that was only marginally better. By the time we packed everything up, moved rooms, and got settled again, we had missed the evening Manager’s Reception—the complimentary drinks and snacks that are one of the signature benefits of staying at an Embassy Suites.

Hoping to salvage the evening, we went to the lobby restaurant. They were out of Chardonnay, and when my wife asked about it, she was told that Chablis was “the same thing.” While Chablis is made from Chardonnay grapes, simply dismissing a guest’s request that way reflected a surprising lack of product knowledge and customer service.

The hotel itself feels worn down, cleanliness was a constant concern, and the overall atmosphere was uninviting. The staff was not particularly welcoming or attentive, leaving us feeling more like an inconvenience than valued guests.

The surrounding area was equally disappointing. It felt run down, there were numerous homeless individuals nearby, and the restaurant options were underwhelming. Even dinner at Guy Fieri’s Smokehouse was disappointing after we observed an employee handle the cash register and then immediately plate food while wearing the same gloves.

I’ve stayed with Hilton enough to know this is not the standard the brand is capable of delivering. Choosing to forfeit two prepaid nights and drive to another city says everything about how disappointing this experience has been.

I sincerely hope Hilton addresses the cleanliness, maintenance, and service issues at this property. Until then, I cannot recommend it, and I will not be returning.

Arrived at hotel to check in and was directed by valet (there’s no self parking option available at this site) to place our bags on the luggage cart and instructed to leave them with him. He said that they would be safe with him and he would watch them while we took our dog around the corner to the designated pet area. Returned a few minutes later to find the valet had “got distracted”, left our luggage unattended and half of our bags were stolen. Hilton/Embassy Suites wouldn’t accept responsibility, said it was up to Towne Park (valet service), Town Parke said they had opened a claim and we would be contacted to discuss. Sedgwick called and requested our side of story, then said the valet service gave them the same story but then said that they couldn’t reimburse our loss because the valet was responsible for other guests, not just us. Will NEVER stay there again and highly recommend that you do not book a reservation at this location. There is a connected CVS that allows ANYONE access ti the hotel without a keycard and there are unhoused people lying on the sidewalks all around the exterior and frequently coming into the hotel lobby via the CVS. Not a safe environment and no security present.

It felt more upscale, the staff was great and the hotel itself was nice

Pool and breakfast. Beautiful hotel and clean.

Everything was fantastic

Staff was awesome