Hilton Garden Inn Louisville Mall of St. Matthews — Hotel in St. Matthews

I plan and organize my family's bi-annual family reunion in different cities/states. This year, our reunion took us to Louisville, KY from July 25-27th.||Pros-||Sarah, Sales Coordinator - I worked with Sarah starting in January to create a room block for my event, which was scheduled for July 25th-27th. Sarah was very responsive and accommodating with requests, she provided weekly reports on how many rooms were reserved under our room block, as well as adding additional rooms, once we reached the max. In total, my family rented about 25 Rooms - for 3 nights each room.||The kids loved the pool and the staff was gracious enough to allow for 10 extra minutes at the end of one night.||Debrah, from the hotel's restaurant/bar, was extremely cheerful, outgoing, helpful and just a delight! Every establishment should have a "Debrah", she's an asset!!||The Lobby is really nice, with lots of seating, a mix of sofas, tables/chairs and a couple of TV's. A few of my family members met in the lobby to visit with other family members, sometimes late into the evening. No one bothered them or told them they had to leave.|||Cons:||All of the cons happened on-site and during our weekend stay, majority were resolved during our stay, however, the interruption to our weekend planned activities were very intrusive - and some make absolutely no sense, at least to me.||1. Parking Fee - the hotel charges a daily parking fee to EVERY room (although it is my fault because I overlooked this detail in the contract). It is up to the guests to let the front desk know that they do not have a car. The front desk staff does not reiterate this parking fee, doesn't ask for a license plate number, doesn't give a parking permit... just automatically adds this fee.. this, to me seems to be misleading and bad business practice.||2. Room Issues - several of my family members had legitimate complaints, such as - an infestation of ants and bedbugs. While the one family member that encountered the bedbugs was accommodated - by moving to another room on a different floor. Apparently, the hotel was aware of the ant infestation and tried to remedy the problem on the day that most of my family checked in.||Another one of my family members, who had reservations from the 25th-27th, was inadvertently charged for the 24th, although their reservation clearly said check-in on the 25th.||One out of the two hotel elevators was "out of order" and had been out of order for at least six weeks, however, when I asked the front desk clerk how long it's been broken - he quickly replied one week. I learned that it was at least six weeks from a hotel guest. Not sure why the front desk clerk couldn't just say that, instead of making a number up... weird.||Also, breakfast is not included, free coffee, but no continental breakfast... this is not on brand with almost every other Hilton that I've stayed out... so keep that in mind. There are, however, plenty of restaurants in the area.||All-in-All, while our stay wasn't the worse, it definitely wasn't the best and it does make me rethink using the Hilton as my family's host hotel for...

I plan and organize my family's bi-annual family reunion in different cities/states. This year (2025), our reunion took us to Louisville, KY from July 25-27th.

Pros-

Sarah, Sales Coordinator - I worked with Sarah starting in January to create a room block for my event, which was scheduled for July 25th-27th. Sarah was very responsive and accommodating with requests, she provided weekly reports on how many rooms were reserved under our room block, as well as adding additional rooms, once we reached the max.

The kids loved the pool and the staff was gracious enough to allow for 10 extra minutes at the end of one night.

Debrah, from the hotel's restaurant/bar, was extremely cheerful, outgoing, helpful and just a delight! Every establishment should have a "Debrah", she's an asset!!

The Lobby is really nice, with lots of seating, a mix of sofas, tables/chairs and a couple of TV's. A few of my family members met in the lobby to visit with other family members, sometimes late into the evening. No one bothered them or told them they had to leave.

Cons:

All of the cons happened on-site and during our weekend stay, majority were resolved during our stay, however, the interruption to our weekend planned activities were very intrusive - and some make absolutely no sense, at least to me.

Parking Fee - the hotel charges a daily parking fee to EVERY room (although it is my fault because I overlooked this detail in the contract). It is up to the guests to let the front desk know that they do not have a car. The front desk staff does not reiterate this parking fee, doesn't ask for a license plate number, doesn't give a parking permit... just automatically adds this fee.. this, to me, does not make sense.

Room Issues - several of my family members had legitimate complaints, such as - an infestation of ants and bedbugs. While the one family member that encountered the bedbugs was accommodated - by moving to another room on a different floor. Apparently, the hotel was aware of the ant infestation and tried to remedy the problem on the day that most of my family checked in.

Another one of my family members, who had reservations from the 25th-27th, was inadvertently charged for the 24th, although their reservation clearly said check-in on the 25th.

One out of the two hotel elevators was "out of order" and had been out of order for at least six weeks, however, when I asked the front desk clerk how long it's been broken - he quickly replied one week. I learned that it was at least six weeks from a hotel guest. Not sure why the front desk clerk couldn't just say that, instead of making a number up... weird.

Also, breakfast is not included, free coffee, but no continental breakfast... this is not on brand with almost every other Hilton that I've stayed out... so keep that in mind. There are, however, plenty of restaurants in the area.

All-in-All, while our stay wasn't the worse, it definitely wasn't the best and it does make me rethink using the Hilton as my family's host hotel for...

This entire stay has been awful. I am a diamond reward member and I only stay at Hilton when I travel for personal or business trips. This has been my absolute worst experience in all of my stays.

I did online check in the day prior to my arrival and selected a top floor room, as I always do. I chose room 515 and was perfectly happy with my selection. I arrived well after standard check in time at 4:45pm-ish. I get checked in and the front desk was super helpful. I get to my room and it was dirty. Housekeeping had not cleaned the room from the previous guest. Towels on the floor, trash in the bins, bed slept in, etc. I went back downstairs and the only room thyley could offer was on the 2nd floor. When I travel, I leave for work at midnight so I am very specific about the floor when I pick my room to avoid loud noises above me.

The first 2 nights were fine but the 3rd night (See video) was awful. Through no fault of the people above me, every time they walked it sounded like old creaking hardwood floors that echoed in my room. Not even the tv, at a normal volume, could drown it out. I called down to the front desk but they could not do anything because they are sold out for the Derby. The best I could get was a change the next day and that they would leave notes in my account.

I stopped by the front desk the next morning and the front desk, Tracii, just told me "policy" and that she could not help me. Had no idea what I was talking about not any empathy to the station with an apology.

I have to be back again next week and was planning on staying here again but will find another Hilton instead.

Overall the rooms are nice and the hotel is clean but service fell incredibly short, especially for $800/night rate they charged during the...