Hilton Garden Inn Louisville Mall Of St. Matthews♡

We wont stay again, but we did really like the bartender

3.0

The bartender was excellent

− The AC was off in all the rooms, it was humid and damp. There was a smell due to it being damp and hot when we got in the room. We thought the AC was broken in the first room so we requested a second room but it was just as hot, they had them all turned off. The elevator was sketchy, one side of the elevator was all the way out of service. That doesn’t give you good feelings about the second side. For all this the price of the room was astronomical.

Beware: Car Break-ins / NO Security / Broken Elevators

2.0

I rarely leave negative reviews, but my experience at the Hilton Garden Inn in Louisville, KY left me extremely disappointed. I frequently stay at Hilton properties because of the customer service and consistency I expect from the brand. During my stay, my vehicle was broken into overnight while parked on the hotel property. While the break-in itself may not have been within the hotel’s control, the way the situation was handled by the front desk staff and management was absolutely horrible and an even bigger disappointment. I was immediately met with a complete lack of empathy, concern, or urgency from the front desk. There was no initial apology, no acknowledgment of how stressful and violating it feels to discover your vehicle has been broken into while staying at a hotel, and no attempt to offer assistance or support. They simply handed me a broom, dustpan, and garage bag to go and clean up my truck. It wasn’t until I directly confronted Tracy, “the manager” about their response that I finally received what felt like a reluctant apology and an after-thought to help clean up the mess. The hotel had zero security cameras despite a reputation for car burglaries, I got stuck in their elevator trying to leave (which have been broken for over 5 months according to the reviews) which only added to the sense that guest safety and maintenance are not priorities. There was no effort to make the situation right in any meaningful way, no proactive communication, and no indication that customer care was a priority. Even a simple expression of concern, assistance cleaning up the broken glass from my vehicle, or a gesture of goodwill would have gone a long way. Hospitality is about more than providing a room for the night—it’s about how guests are treated when things go wrong. Unfortunately, this experience demonstrated a serious failure in customer service and guest relations. I understand that hotels cannot prevent every criminal act, but guests should reasonably expect professionalism, compassion, and support from staff when they become victims of one. Based on this experience, I cannot recommend this property and would strongly encourage others to consider whether this is the level of service they expect from the Hilton brand.

Lackluster experience

6.0

We stayed here during Run 4 the Roses, the largest girls basketball tournament in the country and a mandatory Stay-to-Play event. Given the size of the event and the number of traveling families, I expected a much better experience. Cons: - I completed digital check-in the day before and pre-selected our room in the Hilton app. When I received our digital key on arrival day, we had been assigned a completely different room on a different floor. The front desk simply stated that room selection is "never 100% guaranteed" and there was nothing they could do. If that's the case, there should be a clear disclaimer during the room selection process instead of giving guests the impression that their selection will be honored. - One of the two elevators was out of service for our entire stay. Based on other guest reviews, it appears this has been an ongoing issue for months. - The remaining elevator had its own problems. Several buttons didn't illuminate, and the lobby button barely worked. The first time we returned to the hotel, we couldn't get the lobby button to respond and ended up riding to the second floor and walking down the stairs. When we reported it, staff already knew about the issue and explained that you have to press the button hard in the lower left corner. If management is aware of this, why isn't there a sign posted or guests informed at check-in? - At approximately 6:00 a.m. on our first morning, the HVAC system suddenly began blowing hot air, filling the room with the strong smell of burning dust and plastic. It woke everyone in the room because we genuinely thought there was a fire. The thermostat was set to 67 degrees, so there was no reason for the heat to come on in July. - We arrived on Thursday and our room wasn't serviced until Sunday, despite staying until Tuesday. When we called to request towels and toilet paper, we were told housekeeping was short-staffed and someone would bring them within 30 minutes. Three hours later, after multiple unanswered calls to both Guest Services and Housekeeping, we had to go to the lobby ourselves to get clean towels. - The room appeared to have been partially renovated by cutting away the carpet everywhere except under the beds and replacing it with peel-and-stick flooring. Several of the tiles were bowed and uneven, making the room feel unfinished. - The hotel charges a daily parking fee, yet no one asked whether we even had a vehicle, what we were driving, or for a license plate number. It makes the parking fee feel like an automatic charge rather than one tied to actually using the parking lot. Pros: - The hotel was generally clean. - The guest laundry facilities worked well. - The pool was open and functional, although the water was colder than expected. - The location is convenient, with two malls and plenty of restaurants nearby. Overall, this stay fell well below expectations, especially during one of the busiest weekends of the year when so many families are required to stay at participating hotels. Staffing shortages can happen, but poor communication, ongoing maintenance issues, and basic service failures made for a frustrating experience.

Elevators don't work- they let wheelchair bound woman in anyway!

2.0

Tried to go down in the elevator to the first floor at about 1 AM but was unable to get the button to the first floor to work! The other elevator was out of order. After trying for like 10 minutes I gave up and took the elevator to the second floor then took the stairs from there. When I got downstairs I informed the manager on duty that the button for the first floor wasn't working. He said "yeah that happens all the time. Please go to the website written on the paper posted in the elevator and leave a complaint because the people who own the hotel won't fix it." What the hell? My mom who is also in the hotel is in a wheelchair. They saw her come in. How is she supposed to get out of the hotel?! Is this even legal??? I've attached photos of the out of order elevator sign and the multiple paragraph sign in the one functional elevator explaining that the button to the first floor doesn't always work! These guys should be sued! (Also posted on Google.)