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Derby City Gaming and Hotel
- Hotels
- Louisville, KY
About this business
Location details
4520 Poplar Level Rd, Louisville, KY, 40213, United States
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We never had maid service. Always had to ask for towels. Restaurants closed earlier than posted. There was a State inspection of the elevators and the public was still allowed to use them. unfortunately for us, the elevator fell 2 floors. luckily we were ok but pretty shaken. All we got was an apology. The hotel said it wasn't their problem. There should be a policy in place when inspectors are onsite to protect the guests.
Business response:
Dear Theresa. Please allow me to offer our sincerest apologies for the inconvenience you experienced during your stay with us at Derby City Gaming Hotel. We will share your feedback with our operations team and make improvements to avoid future guest dissatisfaction. We hope for another opportunity to properly host you when travels bring you back to Louisville, KY.
Had no idea my children werent allowed since they weren't 21
Business response:
We do apologize for the inconvenience this rule is posted on our website as well as on Expedia.
Business response:
We apologize that you did not enjoy your stay here. We would like to hear what exactly went wrong in hopes to correct these actions/issues.
Business response:
Thank you for sharing your feedback regarding your recent stay at Derby City Gaming Hotel. Please allow me to offer our sincerest apologies for failing to exceed your expectations. We hope to get another opportunity to serve you and deliver an exceptional stay experience.
Business response:
We are sorry to hear you did not enjoy your stay. We would love to hear more about what happened so we can correct and have you back in the future!
The room was not very clean. They only clean and bring towels if you request them. It was extremely noisy all night long every night that I staid. There was no option to purchase continental breakfast as said on the website. The restaurants have limited hours of operation and if you want breakfast they don't serve until 8am on certain days. The food was not very good. I didn't meet one staff member who acted like they wanted to be there. Very disappointed in my stay.
Business response:
Dear LeAnn, please allow me to offer my sincerest apologies for failing to exceed your expectations and the inconvenience caused. I have shared your feedback with our Operations team so we can make improvements and avoid future guest dissatisfaction. We hope that you would give us another opportunity to make things right and deliver a great stay experience when travels bring you back to Louisville, KY.
Purchased this hotel through expedia only to show up and find I could not check in with my family. We were in town for Volleyball and were stuck without a room at 9:45 at night. I checked my expedia confirmations and I didn’t see any warning of it being adults only. We had just stayed at MGM, another hotel/casino a few weeks before without kids being an issue. Again, we were not there for the casino, just a clean room! Worse part is I still have not been refunded. Because i didn’t know the policy I didn’t know to cancel 24 h... read more
Business response:
Jeremy- When booking via Expedia you received this message on March 3: Greetings Ivanna Leffring,Thank you for your recent reservation at Derby City Gaming & Hotel - A Churchill Downs Property . We are excited to welcome you!Please know all guests must be at least 21 years of age. Anyone under the age of 21 is not permitted to be on property.Sincerely,Derby City Gaming Hotel ManagementWe are sorry you may have overlooked the email however we are a gaming hotel are these policies are strictly invoiced.
Arrived, can’t find our reservation. 10 minutes, what’s my name, asks my wife what her last name is to see if it’s in her name. Surrounded by cemeteries, I mean surrounded, planes taking off and walls of cotton, good luck sleeping. Bar, check it, $29 for 2 margaritas to go, in plastic cups, at a casino, in Louisville, who do you think you are? Not worth the day, night or time. If you like sketchy, expensive and no customer service, what I guess Kentucky is known for and I live here. Do better please.
Check in was ok; didn’t offer a WiFi password at all; room was nice HOWEVER during early hours of 2/15/24, hot water went out in the entire hotel and we weren’t advised, had to call front desk and they had no eta on repair; husband had to take a cold shower before going to his uncle’s funeral. Check out never offered us some $ off our bill for the inconvenience and we could never figure out how to convert player card points into $ off room, which was too pricey and no breakfast open in the casino at 8am morning of 2/15/24. T... read more
Business response:
We apologize for the inconvenience of the hot water on 2/15 as our system had control issues. As we are on the cutting-edge technology at times computers can be wonderful and others, they can cause effects such as our water issue you experienced. We have adjusted your folio, and you will need to contact your 3rd party to obtain the refund.
Frequently asked questions about Derby City Gaming and Hotel
How is Derby City Gaming and Hotel rated?
Derby City Gaming and Hotel has a 4.3 star rating with 6,977 reviews.
When is Derby City Gaming and Hotel open?
Derby City Gaming and Hotel is open now. It is open 24/7.