2/10 Terrible
STEVEN
1 Nov 2024
Disliked: Staff & service, amenities, property conditions & facilities
I had a 2-night stay in September 2024. The hotel restaurant was closed for good and so, no breakfast served. The ice bucket in my room had a limp plastic bag floating in water inside - clearly left without cleaning from previous occupant.
The worst thing is that they made an unauthorized charge of $53 to my AMEX card after I had checked out and left. They didn't let me know about this charge and I only noticed it when I happened to be checking my AMEX statement for another purchase. When I contacted the hotel via Expedia, they said it was for valet parking - well, I took an Uber from the airport to the hotel at 11 PM on my arrival and I didn't have a car when I was in Louisville. When I showed them my Uber receipt, Hotel Genevieve admitted that it was a mistake and agreed to refund me within 3-4 days.
Two weeks down the line, there was still no refund. So, I emailed the Hotel Genevieve to remind. This time, they didn't even bother to reply. In the end, I had to contact AMEX to dispute the charge.
I don't know whether this is sheer incompetence or taking liberty. Either way, this has been a poor experience and wasted a lot of my time to sort out.
Would I stay there again?.............you guessed it!
STEVEN
Stayed 2 nights in Sep 2024