Hampton Inn New Albany Louisville West

I travel often for work and usually choose Hiltons, but this location keeps letting me down. I've repeatedly been assigned rooms with beds that weren't made, just piles of sheets and blankets. Once I waited almost 30 minutes at the desk before anyone came to check me in. The digital key only works about half the time, and the doors don't always shut right. Sometimes I find the door sitting open if I haven't pushed it closed myself. I keep trying to make excuses for the place, but it seems the owners don't care about the building, and the workers care even less.

We waited twenty minutes at check-in before anyone came to help the growing line. The manager apologized and said an employee had gone home without checking first, but I found that explanation hard to believe and disingenuous. As Hilton Honors members with higher status, we think this Hampton Inn needs some work, and we likely won't return. Finding the right freeway exit and way into the hotel at night can be tricky for visitors, even with GPS, though it's doable. The rooms felt cramped under the low ceilings, the refrigerator cabinet door had broken hinges and fell off, and the HVAC was unusually loud. There was only one hand towel, one bath towel, and one washcloth for two people, less than at other locations we've used.

For the price, I'd stay again. The staff were courteous, there was coffee around the clock, and we could walk to nearby restaurants. Our room had a microwave and refrigerator, plus lots of TV channels. The breakfast was good, though biscuits and gravy were served Sunday but not Saturday. The tables area was so hot that it felt like they wanted people to eat less. The shower was very slippery and I nearly fell a couple of times. The A/C swung between too hot and freezing. We were there Friday and Saturday, and most things were as expected. It's adequate.

After driving more than 15 hours, I needed good customer service, and this wasn't it. I usually check in digitally and pick my own room. I assigned myself a first-floor room because I'm traveling alone with a lot of things to unload, but management changed it without telling me, so I got put on the third floor. The man at the front desk called me a liar and said I hadn't selected the first floor. Then he checked the notes, read back exactly what I'd told him, and said, “Christina did it, I just work here.” Christina later contacted me only to say housekeeping hadn't gotten to it. Poor service for a Hilton brand, more like Comfort Inn. Go somewhere else.