Ramona Penland

Review of The Seelbach Hilton Hotel

Upon checking in, the gentleman behind the desk ne...

Upon checking in, the gentleman behind the desk never looked up but simply said "name"... that's how it started. The check in process never improved. He still didn't look at me when we were wrapping up, gave me the key and told me which direction to walk to find the elevator. I stayed there and after a few seconds he finally looked at me and I said, "I hope you have a good day" - he did respond "you too". The location is wonderful and foyer beautiful. We paid for an upgraded room - not sure what the standard would have been. The rooms are small, the towels are small, the toilet clogged, and the sink didn't drain. As we were getting ready to leave for the day, there was a smell of sewage. There were gentlemen standing by the door who looked as though they were part of the Hilton team and there to wish you well and open the door but, unfortunately, were immersed in conversation ignoring the other guests coming and going. At the end of our day we came back and decided to have a drink to toast a great visit to Louisville. The bar smelled of fish and the bartender was as flat and unresponsive as the check in person. I ordered the Seelbach specialty drink - it was simply terrible... I have to believe he just didn't make it right. We left our drinks with cash as the bartender never came back to see how things were. In the morning we texted to have our car pulled around. There were multiple people waiting on their cars but I noticed that no one was helping with luggage, an older couple was struggling and a patron waiting on their car helped them with the door an their luggage. It was hit or miss if they even opened the door. Other patrons were more responsive to the needs of some of the patrons then the team standing by the door. Once in the lobby we received a text saying the car would arrive in 7 minutes. After 15 minutes a gentleman came and asked our name, which we provided. A few minutes later he came back and asked to see our ticket. 15 minutes later and no one waiting for their cars but us, I went back in and asked the status. The gentleman said oh he just went to get it. 8 minutes more and our car finally arrived... I had stayed at the Seelbach a couple years ago and the service was amazing which i what precipitated my recommendation to our friends that we stay here - This experience was less than satisfactory. I am not a high maintenance person, however, I do hope for a smile and a greeting by the team selected to be the face of the business. There was 1 woman who offered me water when I was coughing - I wish I had asked her name. She came around from an office behind the front desk and was the only person that seemed to take notice of the patrons in the lobby.