Hampton Inn & Suites Louisville East — Hotel in Jeffersontown

I stayed here for over a week and wanted to write about my experience at your hotel. From days 1-3, everything went fine. I had my room cleaned on day 4 and came back to my room smelling of an extremely strong smoke smell. I went to the lobby immediately to have this resolved only to find out there were no rooms available for me to move to. I spent over 30 minutes in the lobby trying to resolve this. Eventually I was told that I can move to a queen room, then to a king room, then unsure about night 6, then back to a king room for the remaining nights. This is truly unacceptable to be moved 4 times because of someone smoking nearby and smelling up my room. I called the Hilton diamond desk and spent over an hour on the phone trying to resolve the issue. I asked to be moved to a new hotel across the street due to the complete disregard for me and my stay. I was given air freshener and asked to spray it, which I did. It covered the issue for an hour, and then it resurfaced afterwards.

After all , this was never resolved because I didn't want to move 3-4 times. The next night I had to call maintenance as the metal piece under the window was rattling all night. This was “fixed” the next afternoon with jamming a piece of cardboard inside. Saturday night, I realized there was no conditioner in my dispenser, as well as no toilet paper remaining when I last had my room cleaned. I believe the housekeeper is not doing their job properly and may additionally be smoking and then cleaning rooms. This is once again very unacceptable and truly inconsiderate.

Please note that I have 4 work colleagues spending over 100 nights in this hotel, and I am a valued diamond member. Yet treated like absolute trash during this whole trip. I will not be returning to this hotel. I will additionally take my company's business elsewhere.

Additionally I reached out to the GM on multiple occasions (Miren Patel) and have had zero response. I was promised additional Hilton points which have also never been granted. Horrible experience. Horrible management....

The rooms were okay, the window curtains were a mess, they didn't work, we were given a handicap room for some reason and the curtains were linked to an electric dial which didn't work. When I asked the housekeeping girls who were working in the room next door for help, they said " Oh no there's nothing that can be done, those don't work, that's how they've always been". Not understanding how that's possible, They told me to go down and speak to the front desk. I did, the woman at the desk told me she would have maintenance come up and take a look. It was 2 pm in the middle of the day, we didn't think it was necessary to turn the lights on when we could just open the window curtains. 30 mins later, maintenance had not shown. I called the front desk and the same woman I spoke to answered, I let her know they had not shown up to which she replied " Oh they went home for the day", now annoyed, I told her that a call with that information would have been nice. She then stated that they were waiting for parts to come in to replace the curtains.. which I let her know would have been helpful information from the beginning. Why tell me maintenance is coming when you know all along that the curtains don't work and you're waiting on parts? She clearly was giving me the runaround. In the end.. she told me "just turn the lights on, so you don't sit in the dark". I was very much annoyed. That moment set the tone for the remainder of the weekend and to be honest it made me focus on all the negatives of the hotel, of which there were plenty. One positive that made up for the experience was seeing Jean Denis in the mornings. His kind and inviting personality were wonderful to see before hitting the road each day. He was very helpful, greeted each and every guest, and presented exceptional hospitality...

The service here is TERRIBLE. I had an issue with my room's keycard 45 minutes after check in and could not get in my room. When i told the front desk about it they gave me a smaller room and told me they have no way to access the old room until the next day when the cleaners show up. Luckily i took everything with me when i left or all of my clothes would have been stuck in there overnight. When I got my new room, the cleaning crew decided to enter and clean despite me having a do not disturb card in the door. When I checked out and recieved the bill, I was billed an astonishing $1,400 for a three night stay. When I called the front desk they said they would have the manager call me (which never happened) so I called again the next day...only for the same response. After 3 days I was finally able to get ahold of the manager just for them to tell me they charged me for two rooms and they cannot fully refund me for the room i was wrongfully charged for. Super pissed off about that, especially at almost $200 a night. What was really irritating as well is the fact that they didnt register me on their wifi when they switched me rooms, so I couldnt even take advantage of the wifi for my job.

Their breakfast is a solid 2/5. The eggs tasted like chemicals and made me super sick on the 3rd day before checkout. One upside is the room was clean (minus the occasional pot smell from the room right across) and the area seemed relatively safe. For the price tag and service, this is definitely not worth more than $120 a night unless you are in need of a last second...