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I was traveling back from a work related conference in which I brought my wife and pet along. I knew the drive home from the conference was too long to make in a single day, so I decided to book a room partway home. I have been a HHonors Diamond member for more than 20 years, so I am very loyal to Hilton properties. The Hampton Inn New Albany Louisville West seemed like the right place to stop, but I could have choosen to stop a little earlier in my drive, or drive just a little further. But I choose this particular hotel because they listed having a $50 pet fee. Some Hilton properties charge a $50 pet fee while others charge $75, so I was careful to choose a property with a lower pet fee. I booked the room, noted online that I had a pet, and followed through with my stay. Because Hilton has a great iPhone app, I checked out using my phone, and later that day I was surprised to see on my emailed receipt I was charged a $75 pet fee. I’ve followed up three times with management to get a refund of $25, and I’m now being told regardless of what is listed on their website, the pet fee is $75. On my third call to dispute the charge the staff person had the nerve to say I should have called to verify the pet fee. This made me furious!! Frankly, I’m tired of being given the runaround. I finally called the main corporate number and filed a claim. While on the phone with corporate they verified their website STILL says their pet fee is $50. I don’t have any complaints at all with the room. It’s a nice property, consistent with other Hampton Inns. The staff was fine, the breakfast was actually a little better than most. But management at this property has the poor judgement to deny one of their most valued customers a refund of $25 they are obligated to pay. I shouldn’t have to make 4 calls to fix this. Making matters worse, almost a month later they still advertise a $50 pet fee!!! I’m headed back to Louisville in 2 weeks and will be staying overnight very near this hotel. Needless to say, I’ll make a point to never stay at this property again.

Hello, my name is Kimberly Grable and I am a Travel Advisor. I was in Louisville, Kentucky for a baseball tournament that was at Spalding University. I travel at least three weekends a month for either business or family events. With me on this trip was my daughter who is 12 yrs old. We stayed in a non-smoking two queen bed room. Upon checking in we walked in to see the front desk lady leaned over the counter on her personal cellphone. The lobby area was just a few tables and chairs used for breakfast and then a few chairs by the TV. It wasn't very inviting as everything was crowded and in one area. Nothing like the website shows. I processed to check in and was told a completely different amount than my email from when I reserved the room. That lady didn't say a word just walked away and another lady came to take care of it. After showing my emails, which she said was a receipt from something else (even thought it showed the name of the hotel and dates) I got charged the current rate not the rate on my email. I asked about my discounts and was told that you couldn't use discounts since I was a reward member. I asked about my travel agent information and she said yes it was reserved by Magical Vacation but that doesn't matter!!! Very unprofessional and rude from both Front Desk ladies, and when I asked for the business card of the manager she stated here I'll give you mine and the managers, I'm the front desk manager!!!! Both names on the card was Shannon. We received our room keys and room number 423 and got on the elevator to go to the room. Entering the room it had a musky smell and you could tell it wasn't recently cleaned. The room was plain and no decorations but two pictures. The bathroom was ok, no blow dryer like stated on website and the cleanness of the tub was half done ( you could see the ring mark and there was hair on the shower curtain. The room had a small TV, microwave, and refrigerator. We could not use the thermostat due to it being broken, and the main unit made loud noises when turned on. The one bed had hair on it and sheets didn't look or smell clean. Both beds was very uncomfortable and you could feel the springs in them. You could hear every little noise from the hallway and outside, not a quite hotel. The breakfast was nothing like stated on the website!!! There was just a few choices and no fruit besides apples. An older lady was working the breakfast area and made rude comments to many guests like if you aren't going to eat it don't take it, or that's not how you do it!!! Very unprofessional and uncalled for. I noticed at least 6 guests walk away with no breakfast and complaining about it. There was a younger lady named Izzy who did show respect and asked how our stay was and thanks for coming but that was it. I have to say that this stay was one of the worse Hampton Inn's that I've been at. I definitely will not be staying here again. Yes it is by Interstate 65 but hard to get to and leave from. I hope this review

When I booked a suite with the two rooms for 4 adults online I had no problems, but when I went to check in I was told the room was only for 3 adults. I didn’t say anything because one of the adults ended up having to work and couldn’t join us. To me that is wrong it should not have allowed me to book online if the room was for only for 3 adults. If the other adult would have came, would I of had to get two rooms? With having the two rooms and the air conditioner being in the couch area, it was extremely cold in the couch area, but because there was just a tiny vent to get air in the back bedroom it would be warm back there. No way to regulate the temperature to where everyone could be comfortable. So the person who slept on the pullout couch froze so the people in the bedroom wouldn’t sweat. Beds were extremely uncomfortable. The Ice/snack area was not temperature controlled, so it was extremely hot in there!! Like take your breath away hot when you walk in. Things we liked about the room was the size and the spacious kitchen area with a big refrigerator and the big table, although the chairs were stained and could use a cleaning. Bedroom area very spacious with a little vanity area and nice size closet. It was quiet, we didn’t hear other guest. All in all it looked clean other than the stains on the chairs. Although we loved the size of the room I would not stay at a Candlewood again, just because of the uncomfortable beds and not being able to regulate temperature in the bedroom area.

My room was clean and didn’t have a weird smell (which I appreciate). The interstate is audible from one section of the building, the 100’s, but the other rooms would probably be quieter. There is a 24/7 fitness area that has outside access. Fridge, microwave, coffee, iron, hairdryer, and WiFi. Also, if you are a first-responder be sure to ask about the DISCOUNT! ☺️