This was one of only a few rooms available during a convention we attended last week. We stayed for 4 nights at $153 a night. It was one of the worst experiences we have had staying at any motel. We typically stay at 2 and 3 star places, so our expectations are not unreasonable. The breakfast is a "to-go breakfast" and fell short of our expectations. There were baskets of packaged muffins, granola bars, and juice. It was on a table in the laundry room. There are no places to sit and eat. I am happy with simply cereal and milk but that was not offered. Our room reeked of smoke and even though we complained about it, we were told it was a non smoking room and nothing could be done about it. I noticed the housekeeping staff outside smoking and also smoking while outside retrieving something from outside storage. I think the smoke might just seep into everything from the workers and some of the guests. It was really, really bad. The kitchen floor was sticky and even though they tried to mop it after we could see that something had been spilled, it continued to be sticky. The fold out couch was completely unacceptable and we were told again that nothing could be done about it. The mattress was basically thinly covered springs. Our daughter had to sleep on the couch cushions on top of the mattress. One morning I had a "do not disturb" sign on the door from 8:00 am to 9:00 am, after which I moved it back inside. We were in the room at 10 am finishing getting ready when housekeeping came to mop the sticky floor and a maintenance man came to remove a broken dresser door. I explicitly and politely told them we would be out in 10 minutes so they could come back and do housekeeping for the room but also politely invited them in to do the mopping and removing of the drawer (they didn't need to come back later - we were trying to be accommodating to their schedules). Housekeeping marked the room as "do not disturb" and didn't come back at all that day. We arrived back late that night to find wet towels on the floor and no replacement of amenities. Also, even though the housekeeping sign says that they replace amenities daily, they don't. We had to ask for soap after 3 days - a sliver of soap doesn't last long for 3 people. They left a stack of them, it seemed a little passive aggressive. Also, they have a policy cleaning only every 5 days or so, so even though the beds did get made and towels replaced, the bathroom sink started to look pretty bad after a couple of days. I could also see that the baseboards in the bathroom hadn't been cleaned in a very long time. There was a hole in the hall wall and after 2 days, someone came to fix it. They left their repair mess on the hall floor for over 24 hours and it was still there when we left. We were as polite and as nice as we could be when alerting the management and didn't like to be constant complainers. The general manager did give us a small discount on our stay, less than 10%. It was small consolation for a room that cost us over $600 for a 4 night stay. Please note that there are 2 Hawthorn Suites by Wyndham in Louisville. Apparently, the other one is very nice. This one is not.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We see you reserved one of our newly renovated One Bedroom Suites which includes a separate bedroom, a pullout sofa in the living room area, and a fully equipped kitchen. The pullout sofa is standard "hide-away" bed construction which, as you noted, does not provide as much support as a standard mattress with box springs and we are sorry to hear that your daughter found it uncomfortable. Following our recent renovations, we have converted to a smoke-free property and all of our suites are non-smoking. Both staff and guests are restricted to smoking at one of our three smoking stations located at the side entrances of the building. We apologize for the odor in the room, and unfortunately there were no other deluxe suites vacant at the time to which to move you. We would also like to apologize for the issues with the kitchen floor. We have tried both commercial and industrial floor cleaners and have found they leave a film on the wood laminate kitchen floors which give them a "tacky" texture. We are currently searching for a floor cleaner that won't react with the laminate kitchen flooring and also meets health and safety standards. Hawthorn Suites is an extended-stay brand with condo style suites. As such, the housekeeping offered may be different than what some are used to at full-service transient hotels. Hang tags on the towel racks and magnets on the kitchen refrigerators explain the housekeeping offerings and schedule. The Hawthorn Suites brand offers "Light Touch" Housekeeping Monday-Friday which includes bed made, trash emptied, and towels replaced if left on the floor. For guests staying a week or more, we additionally provide a full "Deep Clean" service every 5 days, which includes linens changed, dishes washed, and bathroom sanitized. We respect our guest’s privacy and housekeeping will not knock if the "Do Not Disturb" sign is left on the door. Housekeeping returned later in the day and the "Do Not Disturb" sign was still on the door, so no service was provided. Please note that guests may always exchange towels at the front desk at any time and we also have an ample supply of amenities such as soap, detergent, shampoo, razors, toothbrushes and other sundries available at the front desk at no charge. We would also like to take this time to apologize for the ongoing repairs in the hallway during your stay. Unfortunately, it can be difficult to keep repairs to public areas "out of sight." It was necessary for our maintenance engineer to patch a hole in the hallway due to damage from a luggage cart. A cloth was placed on the floor to protect the carpet while the drywall was cut, and was left in place to protect the carpet during the subsequent plastering, sanding, and painting. Our property just completed a changeover from another brand name that did not offer breakfast service. Unfortunately, building a breakfast room takes planning and time, so during the interim we offered free "grab 'n go" breakfast items in our vending machine area. Due to Health Code restrictions, this limited us to offering packaged muffins, granola bars, whole fruit, coffee, and bottled juice. We are happy to report that construction on our breakfast room is complete and effective October 21st 2013, we now offer a full hot breakfast service which includes eggs, sausage, fresh waffles, oatmeal, cereal, yogurt, pastries, and other delicious items. We are sorry that you do not feel you received value for the nightly rate, however, please note that your stay was during a city-wide convention which is why the price varied from our standard nightly rate. Due to the inconveniences during your stay, management also applied a one-time discount reducing your nightly rate by more than 10% before taxes. To secure the best possible rate, we encourage travelers to avoid the area during city-wide conventions unless traveling to the area to attend those events. Although we realize we fell short of meeting your expectations, we hope that you will consider staying with us again when traveling in the area and allow us a second chance to go above and beyond in providing exceptional service. Best Wishes!
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Cris Cooper, Guest Services, Hawthorn Suites Louisville - Jeffersontown
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.