Hampton Inn New Albany Louisville West — Hotel in New Albany

To begin, as a Hilton Honors Member, I have stayed in many different hotels in the same category as a Hampton Inn. There is simplicity but ease and typically comfort at this level of hotels. I booked this particular stay in order to be close to a large extended family reunion. ||||When traveling with young children, there are a few elements that our family prioritizes: two beds to a room, breakfast, a pool, and SAFETY. Beyond this, as any traveler would, there is a natural expectation for a few components; if not by appeal and comfort, but by LAW: locked exterior doors of the hotel preventing public access, sanitary lodging conditions, and active monitoring of the presence of odor that would indicate drug use throughout the establishment. ||||This hotel fell grossly short in every single aspect of a hotel, and needless to say we would never stay there again, nor would we recommend it to other travelers. Most importantly, we find it our responsibility to share the truth about our experience at the Hampton Inn New Albany Louisville West hotel. (We did not book through Trip Advisor- this feedback is with the intention to keep travelers informed.)||||To begin, upon our arrival to the hotel, check in was easy. When I asked about their pool hours, I was told, "The pool is currently closed because we are waiting on the health department to approve our water sample. We hope it will be open tomorrow." With hotels contracting with businesses or staff that should be regularly cleaning the pool given the volume of use, this was an immediate concern that the state health department was involved in the process of indicating whether or not the pool was "safe" enough for use. ||x||Upon arrival to our room, it became abundantly clear that while the hotel is "pet-friendly" there isn't any protocol about having floors and rooms designated for guests with those requests. While the hotel staff cannot control the barking of dogs staying with residents of the hotel, they most certainly can separate guests from those who are not traveling with pets. The amount of noise from the barking dogs was absurd. Truly, truly ridiculous. And you could not deny the odor of animals in the hallways. ||||With reference to our room, sheets were pulled back to check for cleanliness. Small bits of dark curly hair were scattered throughout one of the beds as well as signs of stains. That bed remained covered for the duration of our stay and only the second bed was used. The sheets and blankets appeared clean and changed. In the bathroom, there weren't sufficient supplies for our stay, including an appropriate number of towels per guest, and rolls of toilet paper. Housekeeping staff was to visit on the second day of our stay, as indicated in hotel policy, and our room was never tended to. This was the same for my other family members staying in the hotel on a different floor. Upon calling the front desk about this, I was told to bring my trash down to them and they would give me new bags to replace my room's trash bins and that they would also give me more towels and toilet paper. So now picture a guest bringing bags of trashing down to the front desk, dropping it off, and walking back with supplies that was to have been replaced earlier in the day. Over the course of our stay, we did not have a single visit from housekeeping. ||||||The most concerning, problematic, and ultimate reason why I am submitting this review here and on other travel sites is the negligent regard for the safety of guests at this hotel. Amidst our venture through the hotel on our way to the pool, we were greeted with the intense odor of marijuana throughout multiple hallways. When arriving at the pool with family, there was a sign posted that the exterior door leading outside to the swimming area "remains locked 24 hours a day and can only be opened with a key card." The same was for the gated pool area itself, and we did in fact need to use our key card. When it was time to return inside, we come to find out that not only was the exterior door leading back into the hotel itself unlocked, but there wasn't even a lock spot to use a key card. I immediately reported this to the front desk. I was told "We keep that unlocked when the pool is open." This was at 10:00 at night, to clarify. I reiterated that the signage indicated it being locked 24 hours a day and having it be unlocked allows full public access into the hotel at any given time. The curt response I was given by the woman was, "We monitor our security cameras. It has never been a problem until now." I interpreted that as I was "the problem" by bringing attention to this gross negligence. "Monitoring the security cameras" is not a sufficient, professional, or legal establishment of building security. Every single guest at this hotel was and is at risk of danger due to the premises not being secured. ||||To say the experience at this hotel was unacceptable and unsafe is the understatement of the century. This establishment requires significant intervention from a higher level of the Hilton...

Absolutely terrible hotel with horrible management. Hotel has a no dogs policy but we have registered service dogs that are allowed to travel and stay with us. Check in on a Friday night and got a call at 10 AM the next morning saying that people were complaining about the dogs. Front desk claims they were barking all night, which is completely untrue because we would have heard it. Then got another phone call while we were away from the hotel at 3 PM saying that people were still complaining about the dogs. Again, untrue bc the people occupying the hotel were participating in a volleyball tournament that weekend and they were all gone for the day at said tournament. I went back to the hotel and decided to check out because I didn't want to be bothered anymore. While I was checking out, I asked if we would be charged for 1 or 2 nights. The guest services manager said we would be charged for both nights because it was past the noon checkout time. When I was told that, I told him to hold on because I didn't want to pay for a room I won't be staying in. He proceeded to continue to check me out of the room and then concluded that "there was nothing he could do." When I confronted him and said that it wasnt that there was nothing that he could do but that it was more of there was nothing he WANTED to do because he wanted us to pay for the business that they "lost" over the weekend, he responded with "You don't think that's reasonable??" When I filed a complaint with Best ​Western customer service, they stated that there really wasn't much they could do because the hotel was independently owned. When speaking to the hotel manager, I laid everything out and told her exactly how the confrontation went with the guest services manager during the checkout process. She stuttered and stammered her way into a simple response of "well we're not going to reimburse you for the second night because your dogs made us lose business." So apparently our service dogs barked all night and then proceeded to drive away an entire hotel full of customers that were already gone for the period of time that they were "barking." Riiiight....Save your money and go elsewhere. This...

Where to start? The info when I booked in April indicated "minor" upgrades to the pool and fitness center and that those amenities would not be available. Coming up on the structure, it looked like a war zone...we weren't ever sure it was open! Construction equipment and piles of debris and trash everywhere. Had to enter through a side entrance into a hall. Everything dark, dirty and HOT. Lobby closed, and the surly woman handling check ins in the hall, when questioned in regard to operational smoke/fire system, etc., rudely informed us we were free to cancel at no charge. Uh...yeah, where were we going to go? In town for a large music festival in Louisville, KY...nothing available. So we soldiered on. "Breakfast area" was two converted guest rooms on first floor...and were disgusting on Saturday morning...containers of maple syrup were spilled on the floor, no attempt had been made by anyone to clean up. Food was abysmal, packaged "take and go". Room was decent, but as usual, the AC did not cool properly, so I spent my nights sweating, swearing, tossing and turning. We were told construction would cease at 7 p.m. Friday, resume at 10 a.m. Saturday. At 8 a.m. Saturday, construction crew was busy under our window, moving equipment (BEEP BEEP BEEP!), etc. Pretty much the same thing on Sunday morning, and we were awakened Monday at 7:30 a.m. by the sound of drilling in the exterior walls...right beside our room. Spent the weekend worrying about our car being damaged by equipment, falling construction debris, etc. Room was not cleaned on Sunday, I may never stay in another Best Western, seriously. The facility should've been closed during that kind of extensive renovation. When asked about when the construction started we were told two months ago. I booked in April...when I asked why I wasn't given any kind of notice about the extent of the "minor" upgrades, the woman just looked at me. Basically, management knew that any rooms already booked were going to be between a rock and a hard place in regard to trying to find another hotel room at that late date with a large festival just...