Reviews
Very unclean and unrepaired
Bathroom door had to be forced open because it hit the toilet when open and shut. Sink on the wet bar was leaking underneath, towels were stained and dirty, hair dryer didn't work and room was not properly cleaned. Floor had trash still on it, furniture was dirty and headboard was oily with hand prints.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Charles, we are sorry your room was not properly prepared for your stay. That is a frustrating way to begin a visit. Your comments about cleanliness and maintenance have been shared with the teams responsible for each area. We appreciate you bringing this to our attention.
Bad experience at Hyatt-east Louisville
Older, poorly maintained hotel. Dirty rooms, tiny bathrooms. Broken exercise equipment. Ice machine only on 4th floor. Disappointing in every way. Not worth the money. Better hotel next door.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Anthony, we are sorry the condition of your room and the property's upkeep left you disappointed. A stay should feel cared for and worth the price, and we regret that yours did not. Your comments about cleanliness and maintenance have been shared with the teams responsible for each area. We appreciate you bringing this to our attention.
Only stay as last resort
The entire building and all rooms are in desperate need of significant updates. There was mold all over the shower, and massive stains on the carpet and furniture in the room. I stayed for five days and not once did housekeeping service my room. When I brought this to the attention of the front desk staff, the did not offer to empty trash, provide clean cups or towels/linen. I had to ask for a towel. Also, there is a $10 a day charge for parking which is totally unnecessary as they do not even give you a placard to put in your car to prove who is a hotel guest, the charge is on your room if you park or not.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
We are sorry the care of your guest room felt inconsistent during your five-day stay, especially when you had to ask for assistance. Your comments about your guest room’s condition and the parking charge have been shared with the teams responsible for each area. We appreciate you bringing this to our attention.
Horrible condition
Horrible condition, cant believe Hyatt allows their name to be used. Ice machines nad laundry machines not working, lumps in carpet. so dated.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
We are sorry the condition of the property left you so disappointed. The dated appearance and concerns around the building’s upkeep are not the impression we want to create for our guests. Your comments about the equipment and carpet have been shared with the teams responsible for each area. We appreciate you bringing this to our attention and the opportunity to improve.
Made a quick trip into Louisville for a family weekend easy, due to the pool and proximity to bookstore....
Convenient to all the places I need to go, Loved being next to the bookstore, felt safe in neighborhood, room was great, clean.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
A bookstore right next door is a great find for a family weekend in Louisville. We are glad Hyatt Place Louisville East made it easy to reach the places on your itinerary, and that your room felt clean and comfortable. It is also wonderful to know you felt at ease in the neighborhood. We hope to see you again on your next visit!
First Time Guests
Excellent staff. Much better than the hotel we have stayed at for the past four years during our annual trip to Louisville for the NSRA Street Rod Nationals Car Show.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
It is wonderful to know your first visit with us stood out, Trail02766600072. Hearing that our team made such a memorable impression, especially after your many years of travel to the NSRA Street Rod Nationals, means so much to all of us at Hyatt Place Louisville East! We hope your experiences with us become a new tradition, and we look forward to welcoming you back for future visits.
Beware
Guests across the hall woke my famly becuase they were partying at 3am. I called the front desk many times and they never answered. I was told they would comp me points and never did. I dont have the time to call and argue with that specific hotel. I just won't be staying at Hyatts.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Andrew, we are very sorry for the trouble you experienced during your visit. Having your night disrupted and not being able to connect with our team at the front desk for assistance is truly disappointing, and we regret the frustration this caused. The points issue you described should have been handled more smoothly, and we are very sorry this was not resolved during your stay. Our Guest Relations team takes your feedback seriously and will be looking into what happened. Thank you for sharing your experience so we can work to be better.
Disappointing Stay – Major Amenities Out of Service
We stayed here for four days during a sports tournament, and it was a highly disappointing experience. The swimming pool and the guest laundry washers were completely out of service for the duration of our trip. For a family traveling for a multi-day tournament, having no working laundry machines or a pool for the kids was a major inconvenience. To make matters worse, the ice machine was constantly empty. When we brought this to the attention of the front desk, the staff dismissed the issue. They simply told us that "it is like that every weekend" when the hotel is busy with guests. Instead of trying to fix the problem or offer a solution, they acted like it was normal to run out of basic amenities.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Michelle, thank you for taking the time to share your experience with us. We are truly sorry that your visit was impacted by the issues with the pool, laundry machines, and ice machine during such an important family trip. It’s especially disappointing to hear that you felt your concerns were not taken seriously by our Guest Relations team, and we regret that our response left you feeling dismissed. We will make sure your feedback is shared with both our engineering and Guest Relations teams so we can address these challenges and support a better experience going forward. We appreciate you bringing this to our attention and hope you’ll consider giving us another chance in the future.
Yuck
We LOVE hyatts. The only hotels we stay at, which are a lot. But NOT this one. Run down; gross, outdated, room was falling apart, literally. Mold? Food wrappers on the ground next to the bed? No thanks.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Katie, we are genuinely sorry your visit left you feeling this disappointed. It is clear from your words that the condition of your room and the overall upkeep of the property did not reflect what you have come to expect from Hyatt hotels. Our housekeeping and engineering teams will be reviewing the situation you encountered in your room to ensure we do better going forward. We appreciate your loyalty to the Hyatt brand, and thank you for sharing your experience with us.
Excellent stay!
Kasey greeted me with a big smile and made me feel like a family member. My stay could not have been any better and I can't wait to stay again when I return to the Louisville area. You have some really awesome people working for you. Thank you, Hyatt!
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Nucleardavid, your words brought genuine joy to our team! Hearing that Kasey helped you feel right at home and that your visit was everything you hoped for means so much to us at Hyatt Place Louisville East. We love knowing you are already looking forward to your next stay. It will be a pleasure to welcome you back whenever your travels bring you to Louisville again!
2/5
Had ants in our room and you couldn’t close the bathroom door without lifting the toilet seat. I had videos of both but this will only allow me to upload pictures. The woman checking me in was very friendly, but the woman I told about the ants told me “it’s just the season for them” and maintenance took care of them but they showed up again the next day.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
We are truly sorry, K, for the experience you described with ants in your room and the issues you encountered with your bathroom door. It is concerning that the problem returned after our engineering team addressed it as well as the way it was explained to you at the desk. Hearing that your check-in was handled with warmth is encouraging, but we wish every part of your stay had felt just as welcoming and comfortable. Your feedback will be shared with both our housekeeping and engineering teams so they can address what happened and make the necessary improvements. Thank you again for bringing these matters to our attention.
Great Service, Large Room, Tiny Bathroom
Staff was very helpful and friendly, especially Caitlin who helped with adjustments to room block reservations once flights were known. Staff was never standing around, always straightening lobby or wiping down tables, etc. Rooms were nice-sized with separate sitting area, but world's smallest bathroom and half a closet were negatives.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Thank you for sharing your experience with us, Deb. We are happy to know our team's attentiveness and Caitlin's support with your room block made a difference during your stay. It is great to hear that you found your room spacious and enjoyed the separate sitting area. We hear your feedback regarding the bathroom size and closet space and understand how these details can affect comfort. Your comments will be shared with our leadership, as we are always looking for ways to better serve our guests. We appreciate you choosing Hyatt Place Louisville East and hope you will consider visiting us again.
A nice enough hotel, but horrendous customer service at check in.
Customer service at check in was a terrible experience. The desk attendant was rude, condescending and most unpleasant - loudly and purposefully- for no reason. Have stayed there in the past (my daughter was in college in Louisville). I personally made our family's reservations with 3 family members/rooms, for multiple days. It was a big deal. Will never stay there again simply because of the rude customer service.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Thank you for sharing your experience, Scenic823210. We are disheartened to hear about the disappointing service you received at check in, especially since you chose us for such an important family stay. It is clear the service experience you described with our Guest Relations team fell well below the standard we hold ourselves to, and we are truly sorry for the way you were treated. Your loyalty in returning to us over the years is valued, and what happened during this visit does not reflect how we want any guest to feel. Our Guest Relations leadership will address what you shared to ensure our team members provide a warmer welcome in the future. We appreciate you bringing this to our attention.
152nd Kentucky Derby Trip
Hyatt Place Louisville-East was a very clean hotel. Free Breakfast was surprisingly good and the staff was very professional & supportive. Highly recommended!!
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
We were so happy to read your review, Todd, and to know your Derby trip went so well! It's great to hear how much you appreciated the cleanliness of Hyatt Place Louisville East and enjoyed our breakfast. Our team members take real pride in making guests feel welcomed and cared for, so your kind words truly motivate us. We would love to have you stay with us again when your travels bring you back to Louisville!
Southern Hostility: How Katelynn Single-Handedly Turned Southern Hospitality Into a Swear Word
We recently stayed at this property during a very meaningful trip and had a deeply mixed experience that ultimately leaves us unable to recommend it. To start with the positive, one employee truly exemplified what hospitality should be: Kasey. She was exceptional in every sense of the word. When we encountered an issue with our room television, she did not just offer a quick fix or pass the problem along. She took full ownership and made sure it was resolved completely. Despite the hotel being at capacity, she coordinated a room change for us and personally helped move our belongings, recognizing that this was not something we could easily do ourselves. She treated us with genuine care and urgency, and after getting us settled, she even went back and prepared our previous room for the next guest. That level of effort, professionalism, and compassion is rare and deserves to be recognized. Unfortunately, that experience was completely overshadowed by repeated interactions with another staff member, Katelynn, whose conduct was the opposite of what you would expect in hospitality. We had several packages delivered to the hotel during our stay. What should have been a simple process turned into an unnecessarily difficult and stressful situation. The requirements to retrieve the packages changed multiple times. First it was the name on the package, then it was seeing identification for the primary guest on the reservation, and then it escalated to requiring the primary guest to be physically present, even when the packages were addressed to someone else and proper identification was provided. There was no consistency, and the expectations seemed to shift depending on the moment. At one point, a reasonable accommodation was clearly requested due to a medical situation, and instead of working toward a practical solution, Katelynn rigidly cited a “written policy” that did not appear to be applied consistently. The lack of flexibility and unwillingness to engage in a reasonable solution turned what should have been a routine interaction into a prolonged and frustrating ordeal. Even more concerning was the tone and demeanor. During one interaction, while another staff member was assisting at the desk, Katelynn interrupted multiple times to ensure that identification was checked again, despite the situation already being clear. At that point, it no longer felt like a matter of security or procedure. It felt unnecessarily controlling and disruptive. It is especially disappointing because the rest of the staff, like Kasey, demonstrated that excellent service is absolutely possible at this property. Unfortunately, one negative presence can have an outsized impact on the overall experience, and that was the case here. As for other aspects of the stay, the breakfast offering is fairly minimal and not much to write home about. It is adequate, but not something you would choose this hotel for. Overall, while there are individuals at this property who clearly care and go above and beyond, our experience with Katelynn was so negative that it has left a lasting impression. She honestly makes the experience feel the opposite of welcoming. She makes “southern hospitality” feel like a swear word. Because of that, we would not choose to stay here again.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Ryan, thank you for sharing such a thoughtful and detailed review about your recent trip. While we are grateful to hear how much Kasey’s exceptional care made a difference, it is troubling to know that other parts of your experience, particularly with the service interactions you described, left you so disappointed. The inconsistency and lack of flexibility you encountered regarding your packages, as well as the overall tone of those exchanges, are not reflective of the environment we aim to provide, especially on a stay with personal significance. We appreciate your perspective on the breakfast as well. Your feedback will be reviewed by our Guest Relations leadership, as it is essential in guiding improvements across our team. Thank you for giving us the chance to learn from your visit.
Awesome staff and a decent hotel
The staffs were friendly and kind especially the wonderful lady in the front desk who offered me water bottle when I was coughing while having breakfast just before checking out on 31st Mar early morning. The way she was talking to all other guests at that time clearly shows that she cares about everyone and get to know them personally which is a rare thing nowadays. When my work got extended on that day, I have different option to book a hotel nearby airport but due to this awesome hospitality I came back and stayed in the same hotel. I was welcomed by a young guy who was also friendly and kind which made me feel a little better after doing hard work all day alone. So this has been a personal best out of all of my stays in Hyatt hotels as a Globalist. I would definitely stay in this hotel in the future being one of my favorite hotels.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Ameen, your review brought a genuine smile to our faces. It is wonderful to know you felt such warm hospitality from our front desk team, especially during that early morning moment before your check-out. Reading how these small gestures—and the genuine care you observed—made an impression means a great deal to us at Hyatt Place Louisville East. We are especially grateful that you chose to return and extend your stay with us rather than selecting a different hotel nearby. Knowing that our team helped turn a busy working trip into one of your personal best Hyatt experiences is truly motivating. It means so much to be counted among your favorite hotels, and we look forward to welcoming you back again whenever your travels bring you to Louisville!
Love Hyatt Place Louisville East!
Great location near freeway and with tons of restaurants nearby. The staff was friendly and helpful. The rooms were clean and comfortable. The cost was reasonable. When a bunch of teenagers came for some sports tournament they were running up and down the halls at 11 pm and someone came and made them stop. I plan to stay here again and again. It's a nice area and I felt safe.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Carla, we are truly grateful for your kind words and delighted you had such a positive experience at Hyatt Place Louisville East! Reading that our team's friendliness, our location, and your room's comfort all contributed to a memorable visit means so much to us. It is wonderful to know you plan on returning and felt well taken care of, even during a bit of hallway excitement. We look forward to welcoming you back each time you are in Louisville!
Great customer service!
Great customer service! Casey was awesome! The breakfast was decent and I loved the proximity to amenities in the area.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
We are so thankful you took the time to share your experience, Sparcle. It is especially rewarding to hear that our team members, like Casey, made such a difference during your stay. Knowing you appreciated both our breakfast and the convenient location means a lot to us. We look forward to welcoming you again at Hyatt Place Louisville East!
Great stay
Stayed valentines weekend, even though there were quite a few guests the hotel was clean and all staff were pleasant. This was our first time at a Hyatt and we would definitely book again
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Reading your review truly brightened our day, Kristen! We are so glad you chose Hyatt Place Louisville East for your Valentine's weekend and felt at home, even with the hotel being busy. Knowing our team and the experience made your first Hyatt stay memorable means a great deal to us. We look forward to welcoming you back for many more visits!
Christmas Weekend with Family
We haven't stayed here in several years. Now I am wondering why! the hotel does show some signs of age, but the staff is wonderful. Sarah, the evening shift, was fantastic. We already booked for February and March. There was a high school basketball tournament in for the weekend. They were polite and quiet. We had a fire alarm go off one evening and Sarah handled it beautifully! She is truly an asset to the hotel.
General Manager, Guest Services / Front Office at Hyatt Place Louisville-East, responded to this review
Deborah, thank you for sharing your experience. We're glad you enjoyed reconnecting with us and that our team—especially Sarah—made such a positive impression. It’s wonderful to hear you already have plans to return, and we look forward to welcoming you back for your upcoming visits.
Showing 20 reviews since January 6, 2026.