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“Derby Stay” 5 of 5 stars
Review of Hilton Garden Inn Louisville Northeast

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Hilton Garden Inn Louisville Northeast
3.0 of 5 Hotel   |   9850 Park Plaza Place, Louisville, KY 40241 (East Louisville)   |  
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Ranked #6 of 95 hotels in Louisville
atlanta
Senior Contributor
27 reviews 27 reviews
15 hotel reviews
Reviews in 15 cities Reviews in 15 cities
28 helpful votes 28 helpful votes
“Derby Stay”
5 of 5 stars Reviewed May 6, 2011

So, I'm actually in the hotel room as I type this. We have had quite an experience so far here at the Hilton Garden Inn. First, the facts: The hotel is not in downtown or an urban setting but there is a starbucks, an outdoor mall of sorts (gap, banana republic, etc.) barnes and noble, a couple of restaurants and a kroger very near by. The hotel is quite clean and feels very new. We are here for the Derby (as my mother in law in an honorary Kentucky Colonel) and this place, like every other hotel, is mobbed.

Our story begins like any other: check in, get to our room toss our stuff down and then head out for dinner. We get back around 10:30pm and go to the room. But the key doesn't work. So, head down stairs for a new key. Nope, doesn't work either. No problem, the front desk person calls maintenance. He comes up to the room with some gadgets, plugs them in and nope, still nothing. At this point, about a half hour has passed. We decide to go downstairs and wait. There appears to be some issue with getting our doors open. At least two people from outside the hotel are called in. The front desk staff, including the manager who had been there, we're told, since 8:30 am (Kim) stays with this issue until resolution is reached at 2am. The four of us were strewn all over the lobby, passed out, waiting to get to our room. Throughout the 3 and a half hour ordeal, the folks that worked the desk (Mandy) came by and gave us periodic updates and possible plans to get us in our room (put a ladder up to the thirdfloor and break in through a window, drill the lock out, I don't know what else). So, to recap, it took 3.5 hours but we finally got in. Granted, there was no door handle on the outside but who cares, the deadbolt worked. And being Derby weekend, the hotel was booked solid so switching was not an option.

The Hilton Garden Inn stepped up there A game by offering us to grab snacks from the pantry (which, I promise, kept four women from getting REALLY grumpy) so we could get some chocolate fixes during out extended wait. There is discussion of the room being comped for a night or two and they also offered to buy us dinner at a nearby restaurant.

So, this morning I woke up and tried the door handle: nope. I called down, Kim the manager answers "Hey. We can't get out" and about 1 minute later i look out the peephole and she and one of the maintenance people are working to get us out. Which they did. Greg delivered a new assembly and installed it while we left for the day. The staff did a more than extraordinary job of dealing with this issue.

I'm a loyal Hilton Honors Gold member and have been for some time. I stayed at Marriott Thursday night and liked it so much I declared I was switching loyalties. But this morning, I reneged on that declaration and have decided to stay Hilton loyal because of the staff here at this Hilton.

  • Stayed May 2011, traveled with family
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Manager at Hilton Garden Inn Louisville Northeast, responded to this review, May 12, 2011
Hello again mcoleman!! What an adventure we had, yes? I want to express my sincere appreciation for your patience with us - you were by far the most understanding guests we could have had experience such a situation, as we tried positively every avenue to open your guestroom door. As this was a first-time occurrence for us, the management team has met several times this week to discuss the issues with your door so that this type of situation will not occur again, especially in the wee hours of the morning. We are so genuinely sorry for the lock malfunction.

It was an absolute pleasure serving you, and we are overjoyed to hear you had a great Derby weekend with us. We hope to see you again soon! All the best.
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205 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (17)
Date | Rating
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English first
Manhattan Beach, California
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed April 3, 2011

This was our first stay at a Hilton Garden Inn (we usually stay at Courtyards and other Marriott brand hotels), and I left with mixed feelings.

The room itself was immaculately clean and smelled fresh, and the HDTV had more channels than anyone would need. Loved the free-wifi (very fast connection) and free parking. However, our toilet had a very weak flush, and the shower was quite tempermental. The staff were pleasant, but seemed to lack enthusiasm. The indoor hot tub was nice, but the pool water had a greyish-tinge to it. Also, the breakfast buffet was rather unimpressive (i.e. the pastries tasted stale, the fruit wedges weren't replenished).

Overall, it's a clean, but very sterile and 'cookie-cutter' hotel.

  • Stayed March 2011, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Manager at Hilton Garden Inn Louisville Northeast, responded to this review, May 12, 2011
Row21middle, thank you so, so much for your gift of feedback! Without our guests' perspective we are unable to improve our services for our guests so that your stays become better each time. We are working hard to show our Garden Inn personality through every team member, and to go above and beyond what you expect from a Garden Inn. We have remedied the shower in the room you stayed in, and our pool is sparkling clear as we speak, ready for another visit! We vow to not be a cookie-cutter hotel again. Hope to see you very soon!
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Ely,NV
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
5 of 5 stars Reviewed March 20, 2011

Location: Situated right next to an outdoor upscale shopping mall and about twenty minutes from downtown Louisville and the airport.

Service: The ladies at the front desk were very helpful whenever I needed anything, as was the server for the breakfast buffet. Everyone was very welcoming, which I really appreciated.

Room: The room was clean, quiet, and had a nice flatscreen TV. One minor problem was that the toliet had a weak flush. They have free wifi!

Pool: The hottub was clean, but the pool was cloudy. The fitness center was new and well-maintained.

Breakfast: The breakfast buffet was $10 and really good. The waitress was very attentive and sweet. Everything was made-to-order and delicious.

I'd definitely recommend this hotel to others!

  • Stayed March 2011, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Manager at Hilton Garden Inn Louisville Northeast, responded to this review, May 12, 2011
VegasLover777, thank you so much for taking time to share your experience at our Hilton Garden Inn! We are delighted you enjoyed your time with us. I am so pleased our team's service met your expectations - we work very hard to create a welcoming and dependable atmosphere for our guests staying with us. We hope to see you again very soon!
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Oak Creek, Wisconsin
1 review
5 of 5 stars Reviewed February 10, 2011

This HGI is a great addition to the Hilton family. I traveled back and forth to Louisville on business for approximately six months and stayed here each trip. The rooms are comfortable and spacious.

One of the best features of the hotel is the location - located in 'The Summit' which has several restaurants and lots of shopping made it very convenient for a business traveler like me to have quick and immediate access to a lot of different types of food and stores (all within walking distance). Outside of walking distance, but within a 1 mile drive is even more shopping and another 15-20 choices for dining.

The cook-to-order breakfast was a great way to start off the day and always had a good selection of food.

I do have to say that the main reason that I continued to go back to this same location while I was in Louisville was the staff. The entire team from the housekeepers to the front desk and grill staff all the way to the management team always went the extra mile. Over the time I spent at the hotel, I saw many of these people on a daily basis and everyone was always helpful, friendly and had a smile on. I think what seperates this staff from some others I have seen, is that they are not like this with just the regular business travelers that they grow used to seeing every week, but with everyone who walks in their doors.

Overall, i would highly recommend this hotel to anyone who is traveling to the Louisville area for work or fun. One tip I would throw out there is to ask the front desk for a "Summit Passport" which has several coupons and discounts for many of the stores and restaurants around the Summit.

  • Stayed January 2011, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Assistant General Manager at Hilton Garden Inn Louisville Northeast, responded to this review, February 16, 2011
Dear wdoyel, we are so pleased you enjoyed your time with us at Hilton Garden Inn Louisville Northeast! Thank you for complimenting our team that strives to go above and beyond to ensure our guests have successful experiences in Louisville, whether in work, play or stay. Every aspect of our guest's visit is important, and you can count on us to make you feel at home and meet any need. See you soon!
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Washington DC, District of Columbia
Contributor
11 reviews 11 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed January 16, 2011

We stayed at this hotel when moving from KY in Nov 09. On that stay the staff were great could not help enough. However when we arrived at the hotel for this stay, I stood at the front desk for 10 mins before the receptionist acknowledged I was there. She was preoccupied talking to another staff member. The bed was so uncomfortable. The pool was so cold, too cold for little ones.Traveling with small children, the bartender suggestion to order food into the hotel sounded great. We were told it would be 20 mins. One and half hours later the bartender discovered they receptionist had it sent to the room and not the bar area where we were waiting.Needless to say the food was cold.. Not acceptable when you pay $50.

  • Stayed January 2011, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Assistant General Manager at Hilton Garden Inn Louisville Northeast, responded to this review, February 6, 2011
Thank you so much for taking the time to share your experience at our Hilton Garden Inn. We are deeply sorry this stay did not equal the service you received previously. We strive to continuously improve our guest service and create hassle-free stays for our guests, and you can count on us to use your valuable feedback as part of this ongoing process. As a note, our Garden Sleep System adjustable beds can be tailored to desired firmness levels, creating unique sleep experiences for every guest. Additionally, we have increased the pool temperatures for this unusually cold winter and streamlined our in-room dining procedures. We would absolutely love for your family to stay with us again and earn your trust back - please feel free to contact me at your convenience. Again, thank you for this valuable feedback, and we hope to see you again soon!
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Boston, MA
Contributor
19 reviews 19 reviews
18 hotel reviews
Reviews in 16 cities Reviews in 16 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed October 13, 2010

Recommended overall based on decent location near The Summit retail center, area corporate campus sites and medical facilities. Breakfast was a strong offering, and lobby area had attractively laid out, comfortable seating which I used for an impromptu 30 minute meeting.

Only negative at the time of the stay was the shutdown of one elevator for tile repair work. This created waits, especially if you had a rolling bag. A more thoughtful approach would have been temporary signage to the stairs for those willing.

  • Stayed September 2010, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Assistant General Manager at Hilton Garden Inn Louisville Northeast, responded to this review, November 8, 2010
Thank you so much for taking the time to reivew our Hilton Garden Inn! We are thrilled to hear our location is convenient for your travels in Louisville. Thank you also for your suggestion for stair signage during repairs - we'll definitely implement this idea. See you soon!
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Louisville, Kentucky
Contributor
14 reviews 14 reviews
10 hotel reviews
Reviews in 12 cities Reviews in 12 cities
8 helpful votes 8 helpful votes
2 of 5 stars Reviewed August 20, 2010

The hotel is quite nice. Fresh and modern. Rooms are comfortable, clean. The PROBLEM is ... if you get stuck with a room facing the interstate highway, forget being able to get some sleep. The windows are very very poor at noise insulation. I heard cars, trucks, 18-wheelers passing by as if I was sitting next to the road. If you want to be fresh the following morning, I suggest you get a room on the opposite side of the hotel or find another one.

  • Stayed August 2010, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HGIAsstGenMgr, Assistant General Manager at Hilton Garden Inn Louisville Northeast, responded to this review, February 18, 2011
Dear Travelsalot007, we appreciate your gift of feedback! Thank you for the warm compliments regarding our comfortable and clean rooms - our staff works very hard to ensure your stay is hassle-free. With this in mind, we have just finished installing brand new, double-paned, noise-cancelling windows in every single room on our interstate side (February 2011). Now you can be confident you will sleep deep and wake up fresh, every single stay! See you soon!
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Additional Information about Hilton Garden Inn Louisville Northeast

Address: 9850 Park Plaza Place, Louisville, KY 40241
Phone Number:
Location: United States > Kentucky > Louisville > East Louisville
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Louisville
#5 Family Hotel in Louisville
#14 Romantic Hotel in Louisville
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Louisville Northeast 3*
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Also Known As:
Hilton Garden Inn Louisville Northeast Hotel Louisville
Louisville Hilton

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