Hampton Inn Louisville East/Hurstbourne

The beds were super comfortable, we slept really well, and the room temperature was great. I was glad the units didn’t have motion sensors. Our room was very clean even though we didn’t see any maid carts or service while we were there, and we hadn’t realized it was pet friendly. The Home2 Suites side had been renovated, though the photos online hadn’t been updated; the room looked different from what we expected, but it was better. The area was nice, and the front desk woman greeted us well. One man greeted my husband but didn’t acknowledge me when I came into view, which was okay since I was behind him. We booked because of the pool and the area. The pool looked great in the listing, but it was broken and this wasn’t disclosed on the website before booking. We’d planned a relaxing weekend and evening swims. At first we were told it had been down a week, then told it had been down for months. Staff said they’d tried to get corporate to update the listing. Knowing that, we probably would’ve booked elsewhere. The two hotels together also seemed understaffed. Hallway trash cans went unemptied and overflowed for both nights. Guests leaving garbage outside their doors is gross, though maybe the outdoor cans were full; there are bins in the rooms, including a large one. Cigarette butts in the landscaping and cars parked on the front sidewalk need attention too. There were some frustrating service problems. Our water had to be shut off, and the call about it woke my husband from a nap. Luckily I’d just gotten out of the shower. The TV barely worked the first night and was worse the next day. The same man we’d seen working on cleaning and maintenance came to troubleshoot, swapped three or four boxes, and spent over an hour, but it still didn’t work. He seemed to be the only person we saw handling hotel cleaning and maintenance, and he was working hard day and night. He deserves a raise. The breakfast staff also deserve more pay; they did a fantastic job. Sunday’s breakfast was very good and Monday’s even better, among the best complimentary breakfasts we’ve had while traveling. I wasn’t asked directly about the stay at departure, so I asked whether the TV issue was noted in the system. It wasn’t. When asked if we’d called for help, I explained that someone worked on it over an hour without success. The woman we thought had taken our call sounded short then, though she’d been friendly at other times. She said she’d add points to our account, but points don’t make up for our time and money, and it was too late for a refund. I didn’t push for a refund or compensation, trying to leave on a good note, and I’m not going to check whether the points were added. Even with the comfortable beds and good breakfasts, this could’ve been a five-star stay if issues had been fixed or disclosed before booking. With the pool unavailable, we’d probably have chosen somewhere else for our relaxing trip.

The common area was open and had board games, foosball, and a pool table. The workout room was a good size, and I liked the swimming pool. Breakfast was wonderful, with lots to choose from: oatmeal, fried eggs, crispy bacon, sausage, cheese, yogurt, and cereal. Thanks for the stay!

The room was clean and had no fragrance, which was great for my allergies. The young woman at check-in was sweet and gave me all the information I needed. I thought I’d been dropped at the wrong hotel because it’s a Home2Suites, but it turns out the property combines two hotels.

There were several problems beyond the pool being closed for renovations. I had a very dirty room, loud noise that staff didn’t address, a poorly stocked breakfast, and long waits for basics like utensils. When I raised concerns, staff repeatedly directed me to a manager who was never available. At checkout the front desk brushed me off and wouldn’t even look at the room. I mainly booked because of the indoor pool, and the digital check-in never mentioned that it was closed. The stay fell far below expectations.