Hancock House Louisville — Hotel in Louisville

Update from previous: Ive been here three nights w no internet which as you know is a significant issue for business travelers. The rooms are relatively nice but customer service is almost non existent. I travel to Louisville quite a bit, but I will not be staying here again. It's not worth the hassle. BTW...if the hotel responds to this post that they have a very different recollection of our interaction, that's simply not accurate. This hotel needs a dedicated 24/7 helpline to assist guests w issues that will certainly arise, like at any hotel. Then, they need a 24/7 contracted maintenance tech who can trouble shoot. They have neither. And guests suffer bc of it.

Previous....ok. So I've stayed here twice...once in July 2024. And once now, 2/10 to 2/14/25. The first time went off wo a hitch. This time is very different. When I arrived this evening, the back door has a sign, said the elevator was out. No prob. Directed me to front door. I can walk up a flight of stairs. However, the front door was not locked, I just walked right in. Ok...so when I arrived to my room, the door code they had texted me previously didnt work. So, I called their customer service line, says it's only staffed 9-5 but the recording gave me an emergency number. I consider being unable to get in my room an emergency. So I call that number and it takes me to the Home 2 Suites hotel across the street, but they say they can't help me, they're not affiliated w HH anymore. So, I text back to the number from which I received the original door code, pleading for help. Ten mins later I get an apologetic text and another code for my door. This time the code works, and I'm in. So the room is still nice, good decor, nice bed, kitchen set-up. However there are three rat traps and two roach traps just scattered on the floor (see pics). Again, not a deal breaker for me, but a little unprofessional. So, I gotta do some business work but the guest wifi isn't functioning (or they sent me the wrong code). I text back the person who helped me earlier, asking for help w the wifi...so they've now texted me back telling me the wifi is down. And since they don't have anyone on site, I'd bet the wifi won't be back up until they can get a commercial tech out tomorrow to fix it.

Ok...so here's the verdict. Hancock House is a nice little place. I think they're just having a rough day. However, the big issue you need to be aware of if you stay here is there's no one on site to troubleshoot for you. The customer service person texting me has been helpful...but my experience today so far has been no elev, locked outta my room, front door unsecure, pest traps prominently displayed in my room and now no wifi. I like the space, but I will have to consider if it's really worth the hassle to stay here...

I had the unfortunate experience of staying here for 3 nights. For those that don't know (like me), this is owned and run by the Home2Suites next door. I can confidently say that this is one of the worst hotel experiences I have ever had. Management did refund my stay (or said they will at least).

When I arrived the first evening, the room code provided me did not work. To access customer service, you have to go next door, BUT you also need a hotel key to access the lobby. If you don't have that, you have to wait for someone who does. We had to change for an event in a friend's room.

When we finally got access to the room at 9pm, it was 81 degrees. There were no linens on one of the 2 beds, and no extras anywhere. Not a single trash bag in the room, nor soap. Cockroaches in the corners as well. All of which weren't ideal with a baby, but whatever, they assured us they would fix it! Nope, by 1am it was STILL 79 DEGREES. We complained and were moved to a new room across the street. This next room also had no trash bags, no soap, and visible spills on the walls and floors of an unknown liquid. But whatever, it was 77 instead and we were tired.

The next morning management couldn't care less and said "I don't know what you want us to do, we don't have any other rooms". They sent maintenance, who informed us that many of the AC units were old and broken, and that he had repeatedly let management know of this issue in the past. Right before heading to a wedding, the manager informed us that he had found us a new room! We didn't have time to move our items, but the manager gave us the room number and code.

We returned late that evening to find that the manager had rented out our new room to someone else, and that we were expected to stay another night in a dirty, 80 degree room. We moved rooms at 2am to a family member's room and slept on the floor. Worth noting that 4 other people in the lobby were complaining of 80 degree rooms.

To top all this off, two member of our group had their cars broken into in the parking lot which has no cameras or security.

All in all, a horrible experience. I feel bad for William, the night shift manager, who tried his best to help but was dealt a bad hand by a horrible administration. I would pay twice as much to stay literally anywhere else.

More like...

My husband and I were looking for a place in Louisville to stay for one night because I had an early medical appointment down in the area and I don't drive in the dark well, and we live an hour and a half away. We figured just for kicks we would try a contactless hotel experience.

Would I do a contactless hotel again? Probably. Checking in was a little bit of a pain, we made a reservation for Hancock house through a third party booking site because better pricing. The third party site said to reach out 72 hours in advance before our trip and that was not possible because we booked it the day before we needed to be down there. We had also made arrangements to check in a little bit early, by a little bit I mean an hour-ish. We didn't get fully checked in until 3:00 which is their stated check-in time.

Also of note, the building is not very accessible for those with physical issues. They do have an elevator, but we were only able to use that going down because of where it was positioned. They have one door that is meant mostly for deliveries I believe that is the one near the elevator. You can go out that door from Hancock house but you can't get in that door. Their parking lot is in the back of the building by the door that's meant for deliveries, so we had to walk around the building halfway to get to the main entrance. My husband and I were in a room on the second floor and going in was a right pain because he and I both have a lot of physical limitations.

When they say loft, it's like a full suite. The room that my husband and I were in had a king bed with a twin bed that was a loft bed, a bathroom with a shower, a stove and oven, a refrigerator, and a small half size ish dishwasher. There were also dishes provided. I didn't see any pots or pans, but I wasn't particularly looking for them.

As for food nearby, there is definitely a Subway within walking distance. There is a independent seafood type store diner thing right by Hancock house.

Would I go to Hancock house again? Yes, but I would probably try harder to see that we get stuck on a ground floor room due to my physical...