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    Fine Dining Frog

    4.0 (1 review)

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    4 years ago

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    Hilton Garden Inn Louisville Mall of St. Matthews

    Hilton Garden Inn Louisville Mall of St. Matthews

    3.4(41 reviews)
    1.6 mi
    •$$

    STAY AWAY!! The location is great! No security. Food is SUPER nasty & no rush to fix the elevator…read more Stay away. This is my second stay at this location. In 2025, the elevator to left was out of service. This year, 2026, the opposite elevator out of service. To the point. There were 2 bus loads attending the Louisville jazz concert. The group I was with......all seasoned mature individuals. We had one man physically disabled & other woman on a cane. The elevator started malfunctioning Friday night with several ppl getting stuck inside. The elevator did move BUT did not go down to first floor. The individuals had to get off on second floor and walk down to first floor. By Saturday night, I did inquire the status of getting the elevator serviced. Shame, Shame! There was no sense of urgency. We were asked if we wanted to file a complaint to leave our room number. As a Hilton honors member, I plan to elevate my concern to the highest level until resolution. For two years, there has been elevator malfunction and the food is BEYOND desirable. At this point, you need to blame management not the employees!!! Stop with the excuses and fix the elevator. Also invest in quality food. No one deserve to eat SLOP that cost $20.

    Terrible hotel management - unsafe to park vehicle - ZERO security!…read more During my stay, my vehicle was broken into overnight while parked on the hotel property. While the break-in itself may not have been within the hotel's control, the way the situation was handled by the front desk staff and management was absolutely horrible and an even bigger disappointment. I was immediately met with a complete lack of empathy, concern, or urgency from the front desk. There was no initial apology, no acknowledgment of how stressful and violating it feels to discover your vehicle has been broken into while staying at a hotel, and no attempt to offer assistance or support. They simply handed me a broom, dustpan, and garage bag to go and clean up my truck. It wasn't until I directly confronted Tracy, "the manager" about their response that I finally received what felt like a reluctant apology and an after-thought to help clean up the mess. The hotel had zero security cameras despite a reputation for car burglaries, I got stuck in their elevator trying to leave (which have been broken for over 5 months according to the reviews) which only added to the sense that guest safety and maintenance are not priorities. There was no effort to make the situation right in any meaningful way, no proactive communication, and no indication that customer care was a priority. Even a simple expression of concern, assistance cleaning up the broken glass from my vehicle, or a gesture of goodwill would have gone a long way. Hospitality is about more than providing a room for the night--it's about how guests are treated when things go wrong. Unfortunately, this experience demonstrated a serious failure in customer service and guest relations. I understand that hotels cannot prevent every criminal act, but guests should reasonably expect professionalism, compassion, and support from staff when they become victims of one. Based on this experience, I cannot recommend this property and would strongly encourage others to consider whether this is the level of service they expect from the Hilton brand.

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    Hilton Garden Inn Louisville Mall of St. Matthews
    Hilton Garden Inn Louisville Mall of St. Matthews
    Hilton Garden Inn Louisville Mall of St. Matthews

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    Fine Dining Frog - publicart - Updated September 2026

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