Tru by Hilton Shepherdsville Louisville South — Hotel in Hillview

We were part of a group that recently stayed at tru by Hilton Lousiville South for a weeklong baseball tournament. I understand this hotel has been added to the list of suggested hotels for future baseball tournament teams, so I thought I should write a review of our experience.

The rooms are very "Ikea-ish"; they are sparsely furnished, but what furniture is there is just enough. The beds are very comfortable. Although there are no dressers and no closet, my family of 4 was able to fit our suitcases under the bench along the wall, and keep the room uncluttered. There is a very small area above the mini-fridge with a few hangers to hang shirt-length items. In this same area, there is an iron and small ironing board. The windows have two amazing sets of blinds - the inner one allowed light in, but distorted the view for anyone looking in; and the outer set blocked out almost all light. Great for sleeping!

The bathroom is a great size, and I love the attached dispensers with great smelling shampoo, conditioner, and body wash. There are also dispensers by the sink with hand wash and body lotion. There was great water pressure and the shower head was high enough that I didn't have to slouch to wash my hair. There is also a hairdryer provided in the room.

One big problem with the rooms in this hotel are the paper thin walls. Even one person in a room can cause problems for their neighbors if they talk too loud on their phone, or if the TV volume is too high, or if they have a snoring problem. We were part of a group of teenage boys, and the boys had curfews so they were not up all night. But I don't doubt those thin walls caused problems. The boys would knock on each others' doors trying to figure out where they were going to hang out during the day, and it always sounded like they were knocking on our door. So on the couple nights where their curfew wasn't until 11pm, it probably sounded like they were causing trouble.

Thin walls in the room areas should not be a huge problem, since the large common area is meant to draw guests out of their rooms anyway, and you're supposed to be able to use it morning, noon, and night. The "lobby" has an amazing mini market loaded with snacks and drinks, t-shirts, medicine, doggie treats, etc. There are 24/7 coffee and tea dispensers, business nooks, conversational seating, games, toys, and a pool table. This is also where breakfast is served in the morning (a nice spread with juices, cereals, oatmeal, eggs and sausage, a waffle maker, bagels, muffins, etc.). There is an outdoor patio just off the lobby with a firepit and more seating. And there is a workout room and a pool just off the common area, as well. Beware though, several members of our team found tiny scratches (deep enough to bleed) all over the bottom of their feet when they got out of the pool.

A few misc. things to mention... If you need coffee upon getting up in the morning, be prepared to haul your sleepy butt to the common area, as there are no coffee makers in the rooms. And if you want your bed made each day, do not leave ANYTHING on it when you leave or they will not touch it.

If you are a group - especially a group with kids - please read this next part! The Assistant General Manager was horribly rude, and aggressively confrontational with both groups of baseball teams in the hotel (parents from that team spoke with us about their dealings with her, as well). She was hostile towards our coaches, parents, and yes, our kids. She has accused our kids of behavior that I would never allow my son to be a part of, nor would he even think to attempt - he'd hate the consequences he'd serve as a result. As with any group of boys (or girls, for that matter), there are one or two that have a higher energy level than others. But they are all good kids, and would never blatantly disrespect property or people, to the direct contradiction of the fabrications the AGM has said.

Aside from the Assistant General Manager, though, the rest of the staff we encountered at the hotel...

Yesterday my boys drove 3 ½ hours to Louisville, KY for the Louder Than Life music festival. It’s a three-day concert that began Friday morning and will last till Sunday night. I booked them a room for two nights at Tru by Hilton (Shepherdsville Louisville South) (13 miles south of the concert), Hilton’s Louisville South location) in April to ensure they had a room. It was a good thing I booked early because it wasn’t long after that all the hotels in Louisville were booked for the dates because of all the influx from the festival. After standing in the sun and heat all day and getting up at 5:45am to drive to Louisville, my sons stumble into Tru by Hilton around midnight and the front desk clerk, named Shane, tells them, with NO sympathy, empathy, or apology, that they’re booked—the hotel gave their room away. Now, I called the hotel on the 26th, yes the day BEFORE the festival on Thursday, to ensure everything was in order but also as instructed by their employee back in April; I did this to let the hotel know that the boys would be arriving between 11:30pm and 12:30am due to the concert beginning before Hilton’s check-in time and the concert’s policy of not allowing anyone to leave and come back in. The people working that day at Tru by Hilton said that was fine and they’d note it, they also emailed me a credit card authorization form to fill out so the boys could check-in without my credit card in their possession. So, we did our part, we confirmed the room, we emailed the form back, we booked the room five months in advance. Yet, they gave the room away. And my sons had nowhere to go, nowhere to sleep in a massive city they’d never been to, didn’t know, and where every hotel was booked to capacity. Enter Shane, Tru by Hilton’s overnight front desk employee who could have cared less about the well being of my sons. Once I got the call from my sons that the hotel gave their room away and my youngest son was panicked when he called me, I told him I would call the hotel and talk to them. I got Shane. Shane was rude. Shane talked over me, he said it was OUR FAULT that they gave away the boy’s room, I told him that was untrue and explained how I’d called the day before, etc. When I told Shane, my sons had been up since 5am and drove 3 ½ hours he cut me off and said that he’d just turned away a couple who’d driven 4 ½ hours. I’m sorry, are you KIDDING ME? How does someone else have anything to do with my sons and the fact that your establishment GAVE AWAY a confirmed, booked in advance room? What Shane did was devalue what my sons had gone through by attempting to make it look like their experience was less because someone else, who Hilton screwed over too, drove farther. Customer service at its finest? Shane shouldn’t even work a McDonald’s drive-through window. I’m pretty sure upon asking if “you want fries with that” he’d come across as rude. Now add to this that when Shane hangs up with me, after promising to TRY to find them another room somewhere, my sons hear him trash talking them and me. Shane begins telling every customer who comes into the hotel, the ones he has to turn away and the ones who have a room because they prepaid online, that my sons are loitering and don’t have a room because they didn’t bother to call the hotel and make sure they weren’t booked. Shane tells this to everyone who will listen. He also does not make calls to other hotels on my son’s behalf. I called Expedia. Expedia called Tru by Hilton. They spoke to Shane who cussed them and hung up on them, and that’s documented on their recording. My sons recorded Shane trash-talking us to other customers as they waited in the lobby for someone to help them. While I was on the phone with Expedia, I was also calling hotels in Louisville on my cell, and long story shortened, I found a room at Springhill Suites by Marriot which I had to pay $810 out of my account to book just to get my sons a bed for the night. By 2:42am, my sons finally had a bed to sleep in. Thanks,...

Worst experience ever in my life I had rated them a good review we had stayed two nights came back stayed had to stay two weeks other than I know that we would have to watch our credit card like a hawk we told them anytime they needed the room to be paid for to let us know and they called up then they called up said our card it wasn't taking our card so we give another card on file well Logan behold they just continue to take money we weren't even on the premises we had already left on our checkout date after the two weeks and come to find out they charged us $1,098 and we weren't even on the premises we had gone to Best Western in Shepherdsville which was excellent never been treated better never so very kind and helpful so I recommend either one of the surrounding motels next to True by Hilton or Shepherdsville Best Western but the manager or assistant manager that was on duty at the time when my husband went down to find out why she had charged some charges on our card that was not supposed to be charged her and I unfortunately had words because at that point I had about had it with her we had paid her we cleaned our own room so that cuz they were short-handed always on room clean people housekeeping so I cleaned my own room I always ask for a bigger room she said that that was only the handicap rooms come to find out that was a lie and we had just went through a horrible horrible move under a lot of stress and this is the greeting we got for coming back to Kentucky from Tennessee hopefully she does not work there any longer she's red-headed and got the attitude of well let's say it's not very good I even got jumped on for leaving two of the housekeepers a tip like is it a crime to tip that he was Christmas okay so I gave the two housekeepers that were on the floor my floor no they weren't cleaning my room I was but if I needed things they helped me get clean sheets and what not but it was Christmas time so yes watch your credit card and if she still working there avoid her I think her name may have been Teresa I'm not quite sure but she may have went across the street so be aware be very aware also I came out of my room and smelled the smell of marijuana very strongly outside my door and all the way down the hallway so I called the main headquarters to t r u by Hilton and they told me to call the front desk before calling the law and I did call the law but by the time they got there there they had an employee run up there with tons of air freshener so at least it smelled better but there were kids staying on that floor no could they tell each person that may have been his room it was possibly not but if they ystood in front of each door it wouldn't have been hard to find but it was horrible would not recommend anyone stay there and watch your credit card not only that they've marked my review as spam because they know everything I said is the truth worst place ever to stay the staff was rude and not helpful at all and you can smell marijuana just about daily through the hallways when I called the law here they come running with air freshener so they know what happens Watermark my review is Spam whatever it's not spam it's the truth...