I am a frequent business traveler to Louisville (2-3 nights per week). This is one of 2 hotels that I use (previously) for my stays. The past 12 months or so, this hotel has been going downhill fast and I have dropped them. First, the good: convenient location, nice lobby, good breakfast food and service, small but useable business center with computer/printer/internet, wireless internet in guest rooms and lobby, mini fridge/MW in all rooms. The BAD: (1) unbelievably slow check-in consistently time after time. If you have to wait in a line to check-in, may as well put your suitcase in line and have a seat in the lobby because it will be awhile. Even if you are the only person checking in, it is extremely slow (not sure why? the person? the process?). I use the same AMEX, have a guaranteed reservation, Hilton Honors member. The same lady is always working the desk and it is annoyingly SLOW (2) Rooms are not very clean. I find lots of hair on the bed and in bathroom. On my last visit, they put me in room that had been stripped and not cleaned - mattress was uncovered and FILTHY. (3) They turn the in-room fridges completely off between guests (I assume to save money?). When you check in with food or drink, keep in mind your fridge will be hot as you will have to turn it on. It might be cool by morning ifyou are lucky. Not cold enough to safely store food to eat later. (4) The rooms are hot, no matter how cold it is outside. They put "covers" on the thermostat so "kids won't change the temp" (neither can you). I had to turn the AC on in December because the room was so hot -had to call maintenance to do it. The AC/heat unit doesn't work even after adjustment about half the time. (5) The lighting in the rooms is poor - dark, hard to see even with all the lights on. (6) THE BIG ONE: If you order delivery from the local restaurant delivery menu, this hotel requires the restaurant delivery service to deliver your items to the front desk (not allowed to deliver to your room) so that they (the hotel) can tack on an 18% service charge and add it to your hotel bill!!! Unbelievable. TO avoid paying this 18% rip, you will have to meet your menu express delivery person in the parking lot or somewhere else to get your food unless you want to pay the hotel an 18% service charge for doing nothing. I could understand the motivation if they had an onsite restaurant - BUT THEY DON'T!! You have to go out and eat or order dleivery to eat dinner here! I have dumped this hotel for good. This is the only hotel I have ever stayed at who does this. Unacceptable to me. (7) The indoor pool is ice cold. If you want to bring your kids to the pool, go elswhere. It felt like ice water.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.