Hampton Inn By Hilton New Albany Louisville West, New Albany

Exceptional

Superb

Liked: The fresh baked cookies was a nice touch!

Exceptional

Don't except to get any...

Liked: Chris welcomed us and was very polite, lobby was clean and inviting.
Disliked: Everything in my room was clean except the shower head, which was surprisingly very dirty with black and pink build up from I guess soap scum and dirt. I didn't notice this until a few hours into my stay I had already unpacked.. I called the desk where I told him of my problem and he said that he was the only one there and no one would be there until the morning and I said so I paid over $125 for this room that I can't take a shower in? He sounded very irritated at me and said we could change rooms so we had to pack up all our stuff and go down to the front desk to get new room keys and went to the new room where the showerhead was better but not clean like it should be... later we went out for dinner and the employee whom told me no one could help me until morning was sitting in the lobby reclined with a few of his buddies instead of doing his job.. don't remember his name. The next morning we went down for free breakfast about 8:30 there were 20 or so people waiting for more food to be brought out about 9 we gave up and went to McDonald's because they never brought anything else out.

We had a nice stay...

Liked: We used the digital check in, which was nice. The front desk staff was very friendly and helpful. THe breakfast was good and the beds were comfy.
Disliked: Our floor below the window and all along the wall got wet and some of our bags and clothing got wet. There was a bad storm and we assumed that the water had seeped in from outside on the sidewalk. It was no big deal and nothing was damaged. We did let the front desk know, so that they could be aware. Didn't want mold to start growing. This isn't really a complaint, just an observation :)

Everything was amazing just book...

Liked: Large cozy room hot shower felt amazing
Disliked: N/A

Exceptional

Our stay at this hotel...

Liked: Easy to find, navigate from and easy to visit all the areas in Louisville quickly from this charming area. The young man who checked us in at reception, was definitely working very hard, he was very friendly and kind. He definitely put the client first and enjoys his job to do so well at it.
Disliked: I did not have a complaint

Very good

Bad

Disliked: I missed my first night because of strep throat, I had attempted to reach out, to inform them I wouldn’t be there on night one. I was unable to reach anyone by phone, and the Hilton app wasn’t working properly. I showed up on night two and was charged $350 for the original three night reservation because I “no called, no showed”, and it’s their policy…however if the policy is that strict and expensive it should be advertised with transparencyI then had to pay an additional $250 for the remaining two nights, as they refused to reinstate my reservation; despite being told earlier in the day they had 19 king rooms available. When I got to the room, I couldn’t control the heat, or cooling, and the bathroom appeared to have water damage, overall just appeared dirty. I messaged Hilton’s cooperate, with no response. However, I KNOW the messages get forwarded to the hotel manager; partially because the next day I came back from work to find my door had been left unlatched by maintenance after fixing the heat, so basically anyone walking by could have went into my room. I guess there isn’t a policy for that right? Overall, I spent $600+ on two nights here, and cannot get a response regarding this ridiculous policy which basically states they can steal my money. I’ll never stay again, and that’s a shame because had this not have happened, they would have a loyal customer for the 13 week duration of my work contract.