Hilton Garden Inn Louisville East — Hotel in Jeffersontown

While not the worst hotel I've ever stayed in, it was certainly the worst experience I've ever had at a Hilton property. I made my reservation on 1/4/25 with a Hilton representative on the phone. I was promised a first floor room and he even told me it would be room #126. When I arrived to check-in, I was given a second floor room and told there were no first floor rooms available and the desk clerk didn't know why I would have been promised a first floor room or a particular room number. The pool was closed for maintenance. This information would have been helpful ahead of time if it were posted on their website. There was no TV guide in the room or on the TV and the remote wasn't fully functional. Coffee wasn't available in the lobby after breakfast. When I brought this up at check-out, Irma told me that we only had to go to the front desk and ask for coffee and they would make it fresh. This is a piece of information that should be provided at check-in. On check-out day, with check-out time being Noon, housekeeping knocked on the door TWICE before 11am, even though the do not disturb sign was on the door. We were charged $26.98 for breakfast on 3/27 even though we were given a voucher for complimentary breakfast. Irma removed this charge. We were told as part of our group, we would get complimentary breakfast buffet for the remainder of our stay, Friday through Sunday. Friday morning, we were told that the hotel had a new owner and food was limited so there was no buffet. There were ants in the conference room. This was brought to the attention of the front desk. A maintenance man came in and cleaned the table and may have sprayed ant spray outside of the door. The problem was not resolved. Water was supposed to be provided in the conference room. Two days we got a water pitcher, one day we got water bottles, and the fourth day we got nothing. More water was requested but never provided. Upon checkout, I informed Irma of all of these concerns. She made notes and said that someone would contact me the next day (Monday). It is now a week later and I have not heard from anyone regarding my concerns other than the following, which I received this morning:

"My apologies for the inconveniences encountered during your stay.

To make amends, I've credited your account with 20,000 Hilton Honors Points.

Thanks for your feedback! We appreciate your loyalty and look forward to your next stay!

Susan A. Corporate Guest Relations Specialist Hilton Reservations and Customer Care"

Irma mentioned adding more points to my account but with as lousy as this experience has been, I believe I should be comped one night's stay at a minimum. Hilton states that we should be 100% satisfied and I am nowhere near that. This whole experience has left a bad taste in my mouth for the Hilton chain and I will definitely remember this the next time I am traveling. I've never had to worry about booking at a Hilton property but that is no...

This is the best hotel I've stayed at on my Akron Oh. to Columbia Mo. trip. I was so sick of the trip on I-70 and the selection of hotels in Indianapolis that I started using the I-64 route through Louisville. I need a hotel to stay at so I can break up the trip. I have a bad back and must have a good comfortable bed. They have the sleep number style bed that worked well. The decor of the lobby, halls, and rooms was beautiful and serene. The cleanliness was outstanding. I'm a cleanliness freak and tend to check for dust, mildew, carpet stains, etc. I can’t relax if it’s not clean to my standards. I was very comfortable in this room. The climate control was excellent. I didn't have to choose between sweating and freezing. The staff was friendly and helpful. I felt like the most important guest there. The amenities were very nice. Loved the Keurig and the coffee was quite good. (I'm picky about coffee.) They had a full size hairdryer that was not permanently attached to the wall. That was nice. I was able to style my hair at the desk where I could sit down. The furniture was practical, comfortable, and in good condition. Nothing looked over used. The cable signal is not good. I only used Wi-Fi so I don’t know what the high speed internet was like. I tried to watch a movie and the cable/dish(?) signal kept dropping every 15 minutes. This is likely something the hotel cannot control, but it was very annoying. Breakfast was quite good. It isn't free, (Flat price for anything you would like to order) but I would rather pay for a good breakfast than have a bad one for free. The value was excellent. Some of those flashy little extras that other hotels like to offer to make you think you are in a nicer place, (but the maids can't be bothered to dust the headboards) were not there which I’m sure helps keep it reasonably priced. However, those things do not matter to me. All in all, I felt like I was staying at a 4 star hotel for a 3 star price. I plan to stay at this hotel for my midway stopover from now on. It is like an oasis on an otherwise long...

I prepaid for our stay. They started to charge me when I checked in, so I showed them my receipt that it was paid for. The room was clean. I often stay at a Hilton, but this was the worst bed and pillows were awful! The bed was hard, and the pillows were flat. So then about 2 AM, I received a text from my CC company stating Hilton charged my card for the room that I had already paid for! I went to the desk in the AM and was told that I had to wait for the manager who was in about 10 AM. I had a seminar to attend but went to the front desk when I returned about 3 PM. They blew me off and acted like the manager was not there, but he was given my information. I found out later, he was there and they did not tell me. I called Hilton Corp. They were very nice and could see I paid but said I would need to go to the front desk and speak with the manager. I also called my CC company who also could not help me. After numerous stops at the front desk and being blown off each time, I finally spoke to the manager that told me he was sorry and would speak with his employees. I was to get a free breakfast and take care of the charge right away. I took advantage of the free breakfast the day I checked out. I told them to check the account because the manager said he would note the account that breakfast was free. I checked my CC later and found they charged me for the breakfast as well. Bottom line everything is still on my CC. I will never stay at a Hilton Garden Inn again! Untrained staff that does not care about their customers, hard beds and...