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Reviews of Best Western Louisville East Inn & Suites

2.5 out of 5
Best Western Louisville East Inn & Suites
9802 Bunsen Way, Louisville, KY

Reviews

7.8

Good

Rating 10 - Excellent. 367 out of 1001 reviews" "
Rating 8 - Good. 358 out of 1001 reviews" "
Rating 6 - Okay. 134 out of 1001 reviews" "
Rating 4 - Poor. 81 out of 1001 reviews" "
Rating 2 - Terrible. 61 out of 1001 reviews" "

8.0/10

Cleanliness

8.4/10

Staff & service

7.6/10

Amenities

7.8/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

6/10 Okay

Michael

Liked: Cleanliness
Checkin took way too long. I complained several days later to he general manager and she told me the guy who checked me in "no longer is here." That was appropriate news. Blow dryer in room did not work and the coffee pot still had water in it--lack of attention by housekeeping. Housekeeping stopped by one morning and I told them we would be gone in 30 minutes and got a reply that someone would be back.Never happened. Breakfast is so-so, but what can one expect for "free."
Stayed 4 nights in Apr 2024
Response from Lindsey Maguire, General Manager on 23 Apr 2024
Sorry that was your experience and that our attempts to correct things were found to be insufficient. We walked to the room with you and showed you how to turn on the hair dryer, which was in perfect working condition. The coffee machine was not mentioned until now. Housekeeping was told they could not clean at that time but we did offer to bring anything you needed back to the room. We offered points to your Rewards for any inconvenience or frustration. We are sorry that our attempts to rectify this were not enough to turn your stay around. However, we do appreciate you staying with us and wish you safe travels.

6/10 Okay

Brandon

Travelled with family and small children
Liked: Staff & service
Disliked: Property conditions & facilities
Convenient location. Check in staff was friendly. Rooms need to be updated, the sofa pull out bed was in very poor condition and floor molding trim was pulled off the wall in one area and sticking out.
Stayed 2 nights in Apr 2024
Response from Lindsey Maguire, General Manager on 23 Apr 2024
Thank you for your feedback.

2/10 Terrible

Adam

Disliked: Cleanliness, amenities, property conditions & facilities
My stay was terrible, the bed was terrible, had a 4 inch drop in middle of bed, had ants, towel rack fell off wall when I took towel off. There was a terrible smell throughout the building, they must have known cause they had door open to stair well, it is pet friendly and it smells that way.. like wet dirty dog. Pool wasn't in good condition, water was cloudy, didn't feel comfortable using it. Gym was ok, had cables so I could do enough. Breakfast was ok. For the price it's not worth it. Go for a cheaper option.
Stayed 3 nights in Apr 2024
Response from Lindsey Maguire, General Manager on 15 Apr 2024
Thank you for the feedback. I am sorry to hear that this was your experience. In the future, please contact me directly so I am better able to remedy the situation while you are still on the property. This is certainly not our standard and we do not like guests to leave unhappy and find out after the fact. Safe travels.

10/10 Excellent

Jay

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was clean and friendly staff
Stayed 3 nights in Mar 2024
Response from Lindsey Maguire, General Manager on 2 Apr 2024
Thank you so much for that feedback! We are so glad to hear you enjoyed your stay!

8/10 Good

buddy

Business traveller
Liked: Cleanliness, property conditions & facilities
Was reminded of a country setting no loud traffic no interstate noise it was nice and quiet thank you
Stayed 1 night in Jan 2024
Response from Lindsey Maguire, GM on 24 Feb 2024
Amazing! We are so happy to hear you enjoyed your stay! Please visit again soon

6/10 Okay

Michelle

Travelled with partner
Liked: Cleanliness, staff & service, amenities
The room was clean, however The light / vent in the bathroom was extremely loud, sounds like the event is about to go out. Then the air vent under the sink was not attached to the wall and we had spiders crawling around on the sink. Finally we had a king size bed with four very small pillows. Little square pillows for a king size bed made sleeping uncomfortable. Would recommend bringing your own pillows and maybe a nice blanket.
Stayed 4 nights in Jan 2024
Response from Lindsey Maguire, General Manager on 27 Jan 2024
Thank you for the review. We have inspected the room and did not witness what you did but thank you for letting us know of your experience and thoughts. The pillows are brand standard but we can pass your feedback on the BW. We are happy to hear you found the room to be clean. Thank you for staying with us!

8/10 Good

Brandon

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We booked a room for the indoor pool for our kids to enjoy. After booking and arriving we found pool was closed due to chemical machine broke.. they said we would get some money refunded.. checked out the 10th, of December. Today is the 27th. Havent seen refund.. we did book through expidea.
Stayed 1 night in Dec 2023
Response from Lindsey Maguire, General Manager on 28 Dec 2023
I spoke to your wife at check out. I credited 30 back to your virtual card but advised that you would have to contact Expedia for the actual refund. Their customer service can assist you. I do apologize for the pool being out of service.

8/10 Good

Donna

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from Lindsey Maguire, General Manager on 21 Dec 2023
Thank you for that feedback. We appreciate your loyalty.

8/10 Good

Edwin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Lindsey Maguire, General Manager on 13 Dec 2023
Thank you for taking the time to leave us some feedback.

8/10 Good

Amanda

Stayed 1 night in Dec 2023
Response from Lindsey Maguire, General Manager on 7 Dec 2023
Thank you.

10/10 Excellent

Cody

Stayed 5 nights in Nov 2023
Response from Lindsey Maguire, General Manager on 21 Dec 2023
Thank you so much for that feedback. We appreciate you taking the time to fill out the survey. Come back soon!

8/10 Good

Gina

Stayed 1 night in Nov 2023
Response from Lindsey Maguire, General Manager on 7 Dec 2023
Thank you

10/10 Excellent

Brenda

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Lindsey Maguire, General Manager on 13 Nov 2023
Wonderful! We love hearing about our guests' great experiences! Thank you!

8/10 Good

Jared

Business traveller
Liked: Cleanliness, staff & service, room comfort
Stayed 4 nights in Nov 2023
Response from Lindsey Maguire, General Manager on 13 Nov 2023
Thank you for the feedback. We look forward to seeing you again!

10/10 Excellent

Kay

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Nov 2023
Response from Lindsey Maguire, General Manager on 13 Nov 2023
Thank you for the feedback. We are happy to hear you had a nice stay with us! We look forward to seeing you again in your future travels!

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
My expectations were low. I really just needed a place to crash. This place was way better than that! I slept like a baby and had a great shower. Th breakfast was perfect!
Stayed 1 night in Nov 2023
Response from Lindsey Maguire, General Manager on 13 Nov 2023
Thank you very much for that feedback. We are so happy to hear that we were able to give you that great experience that you deserve.

8/10 Good

Troy

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice Place
Nice staff and good location. Would stay again.
Stayed 1 night in Oct 2023
Response from Lindsey Maguire, General Manager on 16 Oct 2023
Thank you for that feedback. We are happy to hear you enjoyed your stay and we hope to see you again soon!

2/10 Terrible

Justin

Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Lindsey Maguire, General Manager on 20 Oct 2023
Thank you for taking the time to fill out the survey.

8/10 Good

Rachel

Stayed 2 nights in Oct 2023
Response from Lindsey Maguire, General Manager on 11 Oct 2023
Thank you for the feedback. We would love to know what will earn us a perfect score in the future.

10/10 Excellent

George

Stayed 2 nights in Oct 2023
Response from Lindsey Maguire, General Manager on 30 Oct 2023
Thank you for the review! We are happy to hear you enjoyed your stay with us! Please visit us again soon!

10/10 Excellent

Prabhath

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Oct 2023
Response from Lindsey Maguire, General Manager on 7 Oct 2023
Thank you for the feedback. We are so happy to hear you enjoyed your stay!

8/10 Good

John

Liked: Cleanliness, staff & service
All the staff were very helpful but Eric was definitely the star of the hotel 😎
Stayed 2 nights in Sep 2023
Response from Lindsey Maguire, General Manager on 4 Oct 2023
Wonderful! We agree that Erik is fantastic! Thank you for that feedback!

6/10 Okay

Matthew, Fort Worth

Business traveller
Liked: Cleanliness, staff & service
They had a lot of options for breakfast you and the staff was nice.
Stayed 1 night in Sep 2023
Response from Lindsey Maguire, General Manager on 4 Oct 2023
Thank you for that feedback. We have put a lot of effort into improving the breakfast for our guests and it is wonderful to see that guests are enjoying it!

10/10 Excellent

Chris

Travelled with family
Liked: Staff & service, property conditions & facilities
The gentleman at the help desk was super friendly, helpful for restaurants and anything I needed. Room could be bigger and door to bathroom didn’t close and tv was too hard to understand. Cleanliness about a 7. If it wasn’t for the help at the front desk at check in would probably search elsewhere. Overall 6
Stayed 1 night in Sep 2023
Response from GuestServices on 19 Sept 2023
Thank you for choosing to stay with us. We are delighted that our front desk was able to assist you in making your stay comfortable.

10/10 Excellent

arun

Stayed 2 nights in Sep 2023
Response from Lindsey Maguire, General Manager on 7 Oct 2023
Thank you for that feedback. We are happy to hear you enjoyed your stay!

8/10 Good

Charlotte

Travelled with family
Liked: Staff & service
It is nice. Staff was very friendly.
Stayed 1 night in Aug 2023
Response from Lindsey Maguire, General Manager on 17 Aug 2023
Awesome! We are so happy to hear that you enjoyed your stay! Please come again soon!

10/10 Excellent

Leonardo

Stayed 1 night in Jul 2023
Response from Lindsey Maguire, General Manager on 3 Aug 2023
Thank you for your feedback. We appreciate hearing that you enjoyed your stay.

10/10 Excellent

Sai Rohit

Stayed 2 nights in Jul 2023
Response from Lindsey Maguire, General Manager on 26 Aug 2023
Thank you for your feedback.

8/10 Good

Alfredo

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
We're in town for a wedding facility was in a great location for us and not to far from downtown. I'm happy to share that staff was wonderful to us. I just wished it wasn't that hot in the swimming pool room.
Stayed 6 nights in Jul 2023
Response from Lindsey Maguire, General Manager on 26 Jul 2023
Thank you! We are so happy to hear that you enjoyed your stay and that the staff was accommodating to you! Please come back to see us soon

4/10 Poor

Anna

Travelled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
The hotel was easy to get to and plenty of parking. I was in a suite with a separate bedroom but it had a pullout couch and tv you had to walk through as you came in from the hallway to get in the main room. It also didn’t have any air vent and filled up with the smell of marijuana! There was roaches and the fan in the bathroom doesn’t work.
Stayed 4 nights in Jul 2023
Response from Lindsey Maguire, General Manager on 14 Jul 2023
The suites are advertised as having pull out sofas in the living space of the rooms. We apologize if the lay out of the room was unsatisfactory to you. Every room has a fresh air vent and A/C unit as required by law. We do our monthly pest preventative maintenance and have had no reports of roaches. If the fan in the bathroom was out, the front desk would have gladly fixed it.

4/10 Poor

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel was gross overall. Pool is tiny and waaay too crowded. We found food left from previous guests in room.
Stayed 1 night in Jul 2023
Response from Lindsey Maguire, General Manager on 11 Jul 2023
I am sorry to hear this was your experience. Had we known, we could have rectified during your stay. This is certainly not the experience we want our guests to have.

10/10 Excellent

Monica

Stayed 1 night in Jul 2023
Response from Lindsey Maguire, General Manager on 3 Aug 2023
Thank you so much for taking the time to fill out the survey. It is greatly appreciated.

10/10 Excellent

Mary, Glorieta

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The staff are very friendly and helpful. It was in an excellent location for us as a one night stay in route to our destination.
Stayed 1 night in Jun 2023
Response from Lindsey Maguire, General Manager on 26 Jun 2023
Thank you so much for visiting and for your kind words! We appreciate you letting us know we did well and made your stay enjoyable!

10/10 Excellent

Ashley

Travelled with family
Liked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2023
Response from Lindsey Maguire, General Manager on 22 Jun 2023
Thank you for your feedback! We appreciate your patronage!

4/10 Poor

Derrick

Business traveller
Disliked: Cleanliness, room comfort
The location itself isn't horrible but the room had a horrible smell from some air freshener. They had me sign the no smoking policy but upon entering the room realized no one cares about it and with the bathroom venting is all connected as one and the smoke smell came right thru it. I tried turning the bathroom vent on but it didn't seem to help. The location could use a good cleaning and some painting to make it decent.
Stayed 1 night in Jun 2023
Response from Lindsey Maguire, General Manager on 19 Jun 2023
Thank you for your feedback. The hotel is under new ownership and management and we are actively making updates to the hotel. We hope you check back in again to see the improvements we have made. As far as the smoke smell, we do have a no smoking policy that we have every guest sign and we do enforce it. Unfortunately, there will always be people that break the rules and they are charged 100-250 for smoking in the rooms per the agreement. This is a policy that the property's staff cares a lot about because we want our guests to have a great experience.

10/10 Excellent

Melanie

Stayed 1 night in Jun 2023
Response from Lindsey Maguire, General Manager on 11 Jul 2023
Thank you for taking the time to fill out a review! It looks like you enjoyed your stay!

8/10 Good

Scott, Eaton

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Breakfast needs an improvement, while there was a nice selection, nothing was HOT(lukewarm at best), and the biscuits and hash browns were hard and inedible, The pancake machine had an out of order sign on it as well.
Response from Lindsey Maguire, General Manager on 30 May 2023
Thank you for your feedback. We are currently working to improve all areas of breakfast and hope you'll check back again to see the improvements we have made.

10/10 Excellent

Brad

Liked: Cleanliness, staff & service, property conditions & facilities
Quick and easy check in
Stayed 1 night in May 2023
Response from Lindsey Maguire, General Manager on 27 May 2023
That's is what we like to hear! Thank you for that feedback! We do try to make all check-ins as easy as possible!

10/10 Excellent

BARBARA

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Absolutely amazing hotel, rooms are great, manager is wonderful, very helpful. Highly recommend this hotel. Best breakfast so far this trip.
Response from Lindsey, General Manager on 26 May 2023
Thank you! I enjoyed meeting you! I am so happy to hear you enjoyed the stay and that you loved the breakfast! We have worked hard to improve that! Please come again soon.

4/10 Poor

Elizabeth

Liked: Cleanliness, staff & service
Stayed 1 night in May 2023
Response from Lindsey, General Manager on 25 May 2023
Thank you for your response. Without any further information, it is difficult for us to identify any opportunities or make corrections. We would love to know what we can do to provide a better experience for you in the future.

10/10 Excellent

Lacey

Stayed 1 night in May 2023
Response from Lindsey Maguire, General Manager on 23 May 2023
Thank you for your feedback. We are happy you enjoyed your stay!

10/10 Excellent

Donna

Travelled with family
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in May 2023
Response from Lindsey Maguire, General Manager on 17 May 2023
Thank you for your review! We are so happy to hear you enjoyed your stay with us!

8/10 Good

Amanda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
It was in a quiet area with a short car ride to dinner options. I did miss the hot tub they used to have.
Stayed 3 nights in May 2023
Response from Lindsey Maguire, General Manager on 16 May 2023
Thank you for taking the time to fill out the survey. We are happy to hear that the location worked well for you when looking for dinner options. We are in a great location for entertainment. We miss the hot tub too but, unfortunately, we made the decision not to reopen it. We hope to see you again soon!

8/10 Good

Cari

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Staff was helpful and friendly. We enjoyed our stay.
Stayed 4 nights in May 2023
Response from Lindsey, General Manager on 12 May 2023
Thanks so much for your kind words! We hope to see you again soon!

8/10 Good

Maxwell

Stayed 1 night in May 2023
Response from Lindsey Maguire, General Manager on 30 May 2023
Thanks so much for taking the time to give us a review. We use all feedback to identify opportunities and make improvements. We would love to know what would earn us a perfect score on your next stay!

8/10 Good

George Edmonds

Travelled with partner
Liked: Cleanliness, staff & service
Good night stay but area around the property seemed busy with people who didn’t actually stay at the hotel in the parking lot
Stayed 1 night in May 2023
Response from Lindsey Maguire, General Manager on 9 May 2023
Thank you for that feedback. We certainly don't allow loitering from non-guests on our property. The hotel was beginning to get busy with people coming in for Derby during your stay so that could be the extra busyness you saw.

10/10 Excellent

Denise

Stayed 3 nights in Apr 2023
Response from Lindsey Maguire, General Manager on 9 May 2023
Thank you so much for your feedback! We look forward to seeing you again!

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, room comfort
Tired Hotel; Good People
Stayed for two nights during visit. Hotel on a whole looks tired and could benefit from a renovation. Staff was always friendly and took care of everything.
King sized hotel room
Little things like the seats looking they were picked up at a yard sale.
Breakfast was what you expect from the free one. No taste. but the paper plates?
Stayed 2 nights in Apr 2023
Response from Lindsey, General Manager on 3 May 2023
Thank you for your review. Since new ownership and management came in August, we have been working to improve and upgrade the hotel. We started with the common areas- upgraded the front desk and lobby; created a game room; revamped the breakfast area and the menu; upgraded the pool and fitness center. This weekend, we will be reopening the bar and are beginning to make plans to reopen the restaurant. Our next item on the agenda is improving the rooms. Please check back with us so you can see all the upgrades we have made!

10/10 Excellent

Deron

Liked: Staff & service, amenities, property conditions & facilities
Price and location was good for us
Stayed 1 night in Apr 2023
Response from Lindsey Maguire, General Manager on 9 May 2023
We are so happy to hear the price and location worked well for you! Thank you for your feedback!

6/10 Okay

Denise

Travelled with partner
Liked: Cleanliness, staff & service
Hotel was clean and safe! People were polite and friendly. Far enough from main road that it was not to noisy, but close enough to be convenient. Would have got 4 stars but the bed was uncomfortable and coffee needs improvement!
Stayed 4 nights in Apr 2023
Response from Lindsey, General Manager on 22 Apr 2023
Thank you for your feedback. We love to hear that the hotel felt clean and safe to you...that is so important when traveling! I am also glad to hear that the staff was helpful and friendly to you! I am sorry you felt the beds and coffee need improvement. We typically do not get that feedback but I will certainly look into that. Thank you for choosing us and we look forward to seeing you again!