Grover in the breakfast room was first rate. Great service, warm welcome, and special attention were among Grover’s attributes.

Everyone was great!! Grover was awesome help with breakfast!! Thanks for a great stay!! Had a great time at Zoo!! We’ll stay here again in the future!!

The hotel made things very simple to check in when some of our group was ready to leave the park. To be honest we had more fun at the hotel than we did at KY kingdom. (Too hot, and long lines, too much walking between rides). It was clean, quiet, and the kids loved the indoor pool.

Great stay in this hotel thank you toAlex the breakfast is was good will come back to this hotelGood statf close to the airport The room was clean The hotel is really nice and clean the beds were nice and relaxed There were really clean bathrooms

This is an Honest to God review for Four Points By Sheraton in Louisville, Kentucky and only applies to the most disrespectful staff member at the front desk that evening. On Saturday, March 15, 2025 our family arrived from out of town for the State Archery Tournament, of which our daughter had qualified as the only single to participate outside of a team. This was an extraordinary honor and a testament to her hard work and dedication. She is only 10 years old! My point in giving this back story is for those reading this to understand the importance of this event. My husband had reserved three (3) rooms for our immediate and extended family to stay overnight, as they had also come out of town to support our amazing archer. After the tournament, we arrived at the Four Points by Sheraton by the airport around 5 pm. Upon checking in, the front desk attendant, later identified as Emmanuel and wears a cowboy hat, told my husband that he had supposedly reserved six (6) rooms. Husband explained that was incorrect to which Emmanuel responded that it wasn't his problem and that there was nothing he could do about it. Then refused to print out any receipt or explanation of charges. He was dismissive, hateful and rude. Emmanuel stated that he needed my husband's bank card to put on file a $50 incidental fee, which would be $150 total for our three (3) rooms. We then took our belongings to our rooms. My husband got a notification that his account had been charged, not only for the incidental fees, but for ANOTHER THREE (3) HOTEL ROOMS! At this point, my husband is becoming more and more upset and returns to the front desk. Continuing his blatantly disrespectful attitude, with what is now seemingly his personality, Emmanuel said again that we supposedly reserved six (6) rooms and charged us for three additional rooms, despite THE FACT we only needed three (3) rooms. Emmanuel responded that it was not his problem and refused further assistance. At this time, there were several other customers cancelling their reservations and some were having similar complaints. We left the hotel to go to a celebratory dinner for our daughter's accomplishment. During what was supposed to be a very happy evening, my husband was getting ahold of the booking agent who had also called Emmanuel and reiterated that the reservation was IN FACT for three (3) hotel rooms not six (6). Emmanuel was uncooperative with the agent as well. I tried to reassure my husband that we will get it sorted out and that I will talk to Emmanuel when we get back to the hotel after dinner. But enjoying the dinner was difficult for our family.Back at the hotel, I began to speak with Emmanuel. There was a young lady at the front desk as well, her name was Ivy. I stated that we have again, spoken to the booking agent who confirmed the three (3) reservations and that this wasn't an appropriate way to handle the discrepancy, at which time Emmanuel was absolutely disrespectful and told me that the reservation was for six (6) rooms and there was nothing he can do about it. So, I asked him that if we reserved 6 rooms, why did we only receive three (3) room keys? Emmanual said because they only gave us the three (3) that we needed (despite the fact that he kept arguing that supposedly we reserved six rooms, that we were charged for). I told him then I need the other three keys to the rooms we paid for. His response was, yea, that is not going to happen! To which I replied that this was theft! His patented dismissive reply was one that I* was getting extremely sick and tired of hearing...I don't care, it's not my problem!' I didn't back down and told him this is not right and doesn't make any sense...it was confusing. He became even more angry and said that he can show me on the computer that we reserved six (6) rooms. Upon my seeing what he perceived as evidence, it only raised further questions. I unlocked my phone to take a picture of what he said were six (6) reservations on the screen, and he told me in a hateful manner that I wasn't allowed to take a picture because the screen showed other customer's information. I said, then why would you even show it to me then since it had customer's PERSONAL information on there? He replied in a sharp tone that it wasn't his problem and that he didn't care. He began ignoring me. I was talking to the young lady about needing a manager. I asked her if he is always this disrespectful, to which she nodded her head yes. He said that I was the one being disrespectful all the while raising his voice. There were about 15 to 20 other customers in the lobby and bar area that were witnesses to this situation. I told him that this didn't make any sense whatsoever. Again, he replied, That's not my problem. My frustration began to grow at this point, and I asked to speak a manager. He replied, NO! THAT IS NOT GONNA HAPPEN. I was insistent but he adamantly REFUSED to contact a manager. The young lady was attempting to help me and said to him that they could call Candace. He snapped at her and said that wasn't going to happen, that they will not be calling a manager! I was trying to make sense of what was actually happening and why. He kept walking away and going to the bar area. He only returned when he saw Ivy was assisting me in trying to locate a card with some way to get ahold of a manager. He told me that I have two choices, he can make me leave or that I can go to my hotel room! I told him not until I spoke to a manager. His response was, THAT'S NOT GONNA HAPPEN. I did not take kindly to that. So, I asked him about the money he took out of our account for the other three rooms, to which he completely ignored me. I said, So are you a scam artist? He told me that he was about to force me to leave the hotel. I was not making a scene, being loud, or yelling. There was no reason to make me leave the hotel. The only thing I said was that I wasn't leaving the front desk until I spoke to the manager. Emmanual replied that he would absolutely be making me leave and I said for what, wanting to speak to the manager about the unauthorized charges for three additional rooms? His response was Not my problem. I told him that I was going to call the police, and he said I can help you with that, then proceeded to call the police ON ME! You want to talk about really taking someone's anger to the next level! I knew I had done nothing wrong, so I waited at the front desk for the responding officers. The witnesses in the lobby were still there throughout this whole ordeal. I got the impression from Emmanual that he took a very personal distain to me that was making me feel stemmed from my race and due to my having mixed children. That is only my personal feelings due to how he was treating me. He's full of hate!When the officers arrived, I greeted them. They attempted to speak to both Emmanual and me. He began telling them that I was refusing to leave the front desk. I spoke up that I was indeed refusing to leave until I spoke to a manager. One officer spoke to Emmanual while the other took me to the side and listened to what I had to say. Both officers agreed that this was a situation that needed to be handled by a manager. The officer that had been speaking with Emmanual said he was not cooperating with them and told them that there was only one (1) manager, and she was out of the country. The officers said that with this being a civil matter, there was really nothing they could do but agreed that this whole situation wasn't right, and they were confused about us not being able to speak to a manager. I politely asked the officers to explain to Emmanual that I would not be leaving, but that I was going to my room and would not come back to the front desk that evening. I was placated with the officer's assertion that this was not going to be sorted out until we spoke to a manager. The officer's provided us with the incident number.The following morning, my husband went down and spoke with a lovely lady named Melody who was the manager and in contact with Candace, the general manager. She apologized profusely and was upset that this had happened. She explained that the staff had just had a meeting and the employees were told to contact her directly with any issues or problems, as Candace was on vacation and that there was even a note in plain view that stated this as well. There was absolutely no reason for Emmanual to not have contacted her the previous night. He had been present at that the staff meeting and was told to contact Melody. She was horrified and embarrassed that he called the police and tried to make me leave over needing clarification for the charges. She printed out all the statements for the charges that Emmanual refused to give us. Melody took down detailed notes regarding the incident and is going to pull the security recordings. She has the incident number from the officers involved. Emmanual is a bad apple. The only way that I would be willing to return to this hotel, IF this situation gets straightened out and that he is no longer an employee with this hotel chain of which we are long standing patrons of. We have never had an issue until now. But the issue is enough for our family and friends, their family and friends, and so on...to boycott this chain of hotels. We have friends and family nationwide that travel. The young lady, Ivy, was trying her best to offer assistance but he kept interrupting her and saying they WERE NOT GOING TO DO THAT. She seemed to be scared of this man. We found out later that this had been her first day on the job and Melody was concerned that she would not want to continue working there after this experience. While I had been at the front desk that night, I was reassuring Ivy that my irritation was not directed at her in any way. I thanked her repeatedly for her attempts to help find a solution. I also made sure that I continued to apologize to her for what was happening. I am always a mom, first and foremost, and I could tell that she truly was trying to be helpful. If she hadn't said Candace's name, we may not have ever known the manager's name.At the point of writing this review, due to the response of the managers, I do feel hopeful that this whole situation can be made right. The managers seem to be taking this issue very serious. Our family traveled from several other states to be with us in showing their support for our daughter. This was supposed to be an incredible experience, but it was ruined! I especially hate that my youngest thought that I was going to jail. He had been outside with my husband, father-in-law, my sister and her husband, when the officers arrived and immediately began to cry. He was inconsolable until I came out there and said that I wasn't in trouble and that I WANTED the police officers to come there. I know some people will think this is not that big of a deal. I ask that you consider the circumstances. Money was taken from our bank account without authorization! That is ultimately the main reason for this review. How we were treated made this the worst experience at any hotel.