Omni Louisville Hotel

This was, without question, the worst customer service experience I’ve ever had at any hotel in the United States. From the moment we arrived, nearly every aspect of our stay was frustrating: • No one answered the front desk phone, making it impossible to get assistance. • The hotel had no handicap wheelchair available for my disabled mother, which was incredibly disappointing and unacceptable for a property of this size. • Check-in took approximately 45 minutes, despite all four rooms being under a single reservation. • After finally checking in, valet took another 45 minutes to retrieve our vehicle. These aren’t minor inconveniences—they reflect serious operational failures. Whether the hotel is severely understaffed or simply poorly managed, the guest experience suffered tremendously. I chose this hotel expecting professional service, but instead experienced delays, poor communication, and a complete lack of preparedness. I will never stay here again and cannot recommend it to anyone, especially families traveling with elderly or disabled guests. This experience was completely unacceptable.

The econo lodge across the street is better, save your money and headaches! I WOULD GIVE LESS THAN 1 STAR IF I COULD. This hotel almost single handedly ruined my best friend's wedding, made it nearly impossible for an entire group to get their reservations sorted (when we all booked months in advance). This hotel looks for ways to upcharge last minute, is not accommodating, blatantly lied to me several times about charges, check in time, and their room policies. AVOID AVOID AVOID.

My four-night stay was prepaid through Expedia, but when I arrived only one night was reserved. They had no knowledge of the other nights. We eventually worked things out after they talked with the person who made the reservations...or so I thought. The next day, the problem was still there. I had to get the one who made the reservations there IN PERSON to straighten things out. It seemed to be fixed. All I had to do was give my credit card for "incidentals". The next day, I had a charge for three nights on my credit card. I'll stay at Motel 6 before I'll stay at an Omni Hotel again.

The Omni team did an amazing job of making our trip to Louisville for our engagement shoot very special! From personalized room key cards to even a small gift the attention to detail surpassed any experience I’ve had before.

Top notch hotel. Had a family stay for Father’s Day weekend. Staff was extremely friendly and helpful. Had a server at the neighborhood restaurant within the hotel who went above and beyond. Son wanted chocolate milk and without hesitation Bret went to the indoor market to get chocolate syrup to make some for him. Little things like this make a stay make you feel respected as a guest. Had a minor issue with the valet time and the front desk went above and beyond to help remedy the situation. Received a personalized text in length apologizing for the incident. Again, these little touches put hotels like this way higher on my list of places to return to. 10/10. Would stay again