Home2 Suites by Hilton Louisville East/Hurstbourne

This time I stayed on the Home2Suite side after a recent visit to the Hampton side. The beds were clean and comfortable, and the bathroom was huge. I couldn't find breakfast on this side, so I ate over at Hampton. The two hotels share a few things, including the pool and gym, and both sides are pleasant. I also liked being able to leave the AC fan running all night.

The stay felt worth the money, with a clean room and a quiet atmosphere. Breakfast was a highlight, fresh, well prepared and varied. I'd gladly come back.

The service was extremely poor and didn't feel like Hilton quality. I asked whether this was the nearest Home2 Suites to LaGrange, about 23 miles northeast, and neither desk clerk could answer. The staff didn't know where the other Home2 Suites in Louisville were. The first clerk, a woman, couldn't follow my question even though I spoke clearly in English, then hung up on me. When I called a second time, the male clerk told me at 9:53 PM to Google it. On Monday at about 10 a.m., Kenny said the manager wasn't available and was at one of the other two properties. I explained what had happened. He said he didn't know where the other Hilton properties were and that I shouldn't expect him to. I said that, in my experience, Hilton desk clerks and concierges know where nearby Hilton properties are. He said that wasn't true, basically calling me a liar, then hung up. I didn't try the manager again. By then it seemed poor service was common throughout this location.

I checked in online as I usually do when arriving late, then went up and inspected the room like I always do. The bathroom was covered in hair. It looked like housekeeping hadn't cared, perhaps because our room was at the end of the hallway. I took more photos than I could count. I waited until morning to report it because the night auditor was busy helping people and I just wanted to sleep. When I told the morning staff, there was no apology or offer of help. The man just said, “I’ll pass it up to management.” He didn't ask to see the pictures or offer even a water. I was left speechless. Very disappointed, and I won't stay here again.