MainStay Suites Louisville Jeffersontown

Booked almost 2 months in advance and 1 week before our stay coming from out of town they notified us they were canceling our reservation due to larger party and they now did not have a room for us. Only thing they would do is send us a list of hotel to see if we could find a room somewhere else.

Manager walked in my room without knocking and yelled at my sister. Front Desk GSR is disrespectful cursing around guest. They tried to charge my card before I extended my stay several times during the week I stayed. GSR was telling other guest my business and about my stay and when I informed the manager on a phone call. He put me on speaker so that she could hear my complaint. I have reached out to the franchise. Company GULF COAST HOTEL MANAGEMENT without response. I would not recommend this hotel as the staff is not customer friendly.

we got a room with pests and one was not cleaned at all with a mess all around. So that was totally unacceptable. Changing a hotel near midnight was not fun thanks to them. That aside, front desk person was very helpful and did not add to our troubles.

Where do I even begin. The room was both dirty, and in poor disrepair, but it also smelled like wet dog. I came in from Boston, Massachusetts to help my elderly mother and father who came to Louisville for my father to have surgery. My 75 year old parents were put in a room literally as far away from the door as possible, after we were told that the side door's key pad, which was much closer to our room, rarely works. The hand rail in the shower was broken off completely, making them both afraid to get in the shower. Flash forward 2 days. I was trying to take my mom to the hospital to pick my dad up, and they were out of coffee. The young woman at the desk said it would be 7 minutes. We needed to go get my dad so I said we could grab it when we get back. The, I can only assume manager, in a 3 piece baby blue suit (picture Mr. Peanut in a baby blue suit) pops out and said in a snippy tone, "we only serve it for another hour". This was at 7 am. I told her I would get her Starbucks, and we left. I get my parents back, and my father, 24 hours after a knee replacement, back to the room. I went to the desk, and explained that my parents are elderly, and my father just had surgery. I asked for an extra pillow or two so he could prop up his leg, and be more comfortable. Mr. Peanut popped out again, and snipped "we will have to check with housekeeping". The young lady said she would bring it down if they could, apologies in her eyes. She was the only bright spot. Needless to say, no pillows came. What hotel doesn't have pillows? Besides all of that, the couch was covered in huge brown water mark type stains. The carpet was so dirty that after 30 minutes in socked feet, our socks were grey, and filthy. The bathroom door was also nearly off the hinge at the bottom, and would barely latch. Please don't stay here if you care for your family, and dont want there to be a need soak in sanitizer to get the disgusting place off of you after you leave.

The staff are great. They're always willing to answer questions. Toni, Ashley, Siamora and everyone go out of their way to help guests! I don't speak Spanish like the housekeepers, but they are good with translation on the phone apps. They try to help and are friendly. I think issues with rudeness is gone. This used to be a Hawthorn, and some people are used to it. I think this is the best extended stay we have used. Can it use help? Absolutely! It seems to be happening a little. The fitness center is getting attention, and is loaded with options. No, there's no real breakfast. At least the bag-go has some variety. Could use more. Maybe the hotel can put out a simple spread in the breakfast area. Coffee is good and available, and they have water bottles. Juice/milk would be nice. The grounds are generally clear. No worse than you see anywhere else. I like the room, except for a small issue with the microwave. Having items not always available at other places saves us from having to buy dishes and cookware. Plus, they have freebies at the desk anytime you want. The laundry room has vending and plenty of space. It needs help with the smell, but it's still good to use. This isn't a fancy hotel, so don't treat the staff bad for not having all the luxuries. It'll give you a decent place to sleep, relax, and be for a short stay or longer. No, people don't always follow the rule of not smoking in rooms. They sometimes stand by the outside door, and need to move when you come out. This is any place you go. Overall, I'm happy enough here to stay. I look forward to seeing improvements continue.