Home2 Suites by Hilton Louisville Downtown NuLu

Didn’t feel like a safe area

Everything was great

Small television

Na

Sent an email about hotel requiring masks but it was not true. Had rest of my info correct so a bit disturbing.
Room key door mechanism needed a new battery but it took 3 trips to the desk to fix. First gave new key, back to room, no fix so back down & a guy came up & got us in…but in am had same issue. An inconvenience but then 3 rd time quickly fixed issue. Today, in lobby by 9:30…very little left for breakfast & no coffee at all. Desk coverage was minimal & no one checking on meal area. Coffee finally out 1/2 after I got to lobby & finally found someone to ask.

Very tiny swimming pool and no hot tub.

Maybe being up on the highest floor with the children it’s not a good idea because we had a complaint that we were being too loud and we wasn’t that loud

Parking you had to pay to park in hotel parking lot and the parking on street was a hit or miss to find a spot

?

Na

I am extremely disappointed in the experience my family and I had during our visit. Given the price of our reservation and the expectations set by your hotel’s listing and amenities, the reality of our stay was unacceptable on multiple levels.

To begin with, the main reason we chose your hotel was for the pool, which we specifically selected so our children could enjoy it. Unfortunately, the pool was unusable due to feces being present for two days, preventing my children from swimming during our stay. This alone would have been enough to warrant concern.

Additionally:

Our room remained at an uncomfortably high temperature (77°F or more) throughout the stay, despite multiple calls to maintenance and attempts to adjust the thermostat. This made sleeping nearly impossible, especially with one adult in our family who suffers from hot flashes. On our final night, the front desk offered a room upgrade, however, my family was leaving for a wedding and it was already too late.

When I went to the front desk at 5:00 AM on Friday to ask for milk for my daughter’s bottle, I was refused—even after offering to pay—because it was “not breakfast time.” This lack of basic accommodation for a small child was deeply disappointing.

On Friday evening, I called to request replacement towels, as I was alone with a sleeping toddler and unable to leave the room. I was told no one could bring them. As a result, I was unable to shower.

I had to call several times to have our garbage and recycling collected, which was only done on Saturday, leaving our room cluttered and unsanitary for the first two nights.

The TV in our room was broken for two days, and only replaced on Saturday, further limiting any enjoyment for our children who were already upset about the unusable pool.

Breakfast was kind of a disaster. The staff just sort of stood around the entire time we were there. Multiple people asked about bowls, plates, silverware, and were left waiting. We couldn't find silverware anywhere during breakfast, they were out of almost everything by 715 (breakfast opens at 7). The pool was too cold to use (we visited in Jan). Parking was a little expensive ($18) and it was just a little disjointed during our stay. Overall it felt like a lot of the amenities were only usable on paper.

The room was a little small but nothing to stop us from staying again. Breakfast wasn't that good is my only complaint. Bacon crumbled in the utensil before even getting it out of the container, eggs were dry and tasteless. So we ate oatmeal and cereal.