Hawthorn Suites by Wyndham Louisville/Jeffersontown

Thank you for your kind words about our property. We agree with you that our beds are comfy and our housekeeping attendants take great pride in the cleanliness of our rooms. At Hawthorn Suites Louisville-Jeffersontown, we put the amenities where they count: in your room! We hope to see you again when your travels bring you back to Louisville. « hide

Hawthorn Suites is an extended-stay brand with condo style suites. As such, the housekeeping offered may be different than what some are used to at full-service transient hotels. Hang tags on the towel racks and magnets on the kitchen refrigerators explain the housekeeping offerings and schedule. The Hawthorn Suites brand offers "Light Touch" Housekeeping Monday-Friday which includes bed made, trash emptied, and towels replaced if left on the floor. For guests staying a week or more, we additionally provide a full "Deep Clean" service every 5 days, which includes linens changed, dishes washed, bathroom sanitized, and amenities replaced. Your reservation shows you arrived Tuesday 02/02/13 and departed Friday 02/15/2013. According to our records, Light Touch service was performed on Wednesday during your stay and we additionally spoke to the housekeeper that performed the service to confirm that it was provided. The housekeeper that cleaned the room is a long-term employee with 12+ years of service who has worked many roles, (including Front Desk & Housekeeping Supervisor) and we have every confidence that the service she provided is consistent with Wyndham brand standards. Housekeeping service was not performed on Thursday during your stay due to the "Do Not Disturb" magent being placed on the door. Housekeeping returned later in the day and the "Do Not Disturb" magnet was still on the door, so no service was provided. We are sorry that you do not feel you received value for the nightly rate, however, please note that your stay was during a city-wide convention which is why the price varied from our standard nightly rate. To secure the best possible rate, we encourage travelers to avoid the city during the annual Farm Machinery Show, Mid-America Truck Show , and Kentucky Derby, unless traveling to the area to attend those events. « hide

We are so happy to hear that you enjoyed your stay and decided to stay with us a second time. We have many repeat guests, which makes us feel confident that we are meeting our goal of providing VALUE and EXCEPTIONAL service to our guests. As you mentioned, our location changed "brand flags" and became a Hawthorn Suites last year, and we are especially excited about the positive changes and upgrades that are scheduled in the coming months as the result of becoming a Wyndham property. It was so nice to hear from you and we hope to see you again the next time you are on assignment in the Louisville area. « hide

« hide

We are sorry to hear that we were not able to exceed your expectations, as we strive to go above and beyond to make all of our guests happy and satisfied. Hawthorn Suites is an extended stay brand with condo-style suites which include fully equipped kitchens. As such, the housekeeping provided is different than at full service transient hotels. Magnets on the refrigerators and hang tags on the bathroom towel racks explain our housekeeping offerings and schedule. The Hawthorn Suites brand provides Signature Service Housekeeping for all guests Monday-Friday. This includes beds made, towels replaced if left on floor, and trashcans emptied. For guests staying 7 or more nights we also provide White Glove Service once weekly. This includes linens replaced, used towels replaced, trashcans emptied, bathrooms sanitized, all areas vacuumed and dusted, bathroom sanitized, and all dishes washed. Towels and linens can additionally be exchanged at the front desk at any time. We would also like to apologize that you had to stop by the front desk to have your keys refreshed on the second night. If you extended your stay, the keys would have expired at the duration of your original reservation, which is why they needed refreshed. Also, placing the magnetic key cards next to cell phones or electronic devices can also erase the key cards. We are additionally sorry you were disturbed in the morning by alarm clocks that could be heard from other rooms. All of our rooms include alarm clocks on the night stands and many of our guests are on business assignments which may require them to be at work early in the morning. Lastly, we are sorry you were disturbed by housekeeping while your "Do Not Disturb" magnet was placed on the door. Check out is at noon, so as the check-out deadline approaches housekeeping may alert guests so they may avoid additional charges for staying past the check-out deadline. Guests wishing to extend their stay for additional nights past their original check-out date must aslo visit the front desk to secure payment and refresh their key cards. We realize some of our guests prefer to sleep in and we are sorry you were disturbed. Although we fell short of meeting your expectations, we would be delighted to have you as our guests again in the future, should you decide to give us another chance to provide exceptional service. Thank you for sharing your feedback. « hide

We are sorry to hear that your cab driver took you to the wrong location. Our correct street address is provided on all reservations and directions are available on our website, or can be obtained by calling our front desk. As our correct street address is provided on all reservations and promotional materials, the hotel is not responsible for cab fare due to your cab driver taking you to the wrong location. We strive to keep all rooms well maintained, but understand there may occasionally be areas that are overlooked. We wish you would have contacted the front desk concerning the noisy showerhead and the smell of cigarette smoke, as this would have given us a chance to correct these issues during your stay. If we had been notified of the noisy showerhead, this would have given our maintenance staff the opportunity to investigate and correct the issue. Our 1st and 2nd floors are completely non-smoking with all the smoking rooms isolated on the 3rd floor. Smoking is not permitted in any of the corridors or public areas (even on the smoking floor) so there should not have been any smoke present if you had reserved a non-smoking room. We are extremely sorry this happened to you. If you decide to stay with us again, please contact the Front Desk immediately should there be an issue with the smell of cigarette smoke so that we may take immediate action. Our Front Desk staff is available 24 hours a day to tend to your needs. Hawthorn Suites is an extended stay brand with condo-style suites that icnlude a fuly equipped kitchen with a full size refrigerator, dishwasher, microwave, and stovetop range. As an extended stay property, the Hawthorn Suites brand does not offer daily housekeeping, but instead offers weekly housekeeping for guests staying 7 or more nights. Weekly housekeeping is the brand standard for extended stay chains, including competing extended stay brands such as Suburban Lodge, Towne Place, Candlewood Suites, and Residence Inn. All our key jackets state that housekeeping is provided on a weekly basis and there are additionally placards posted in all bathrooms that state that towels and linens may be exchanged at the front desk between weekly housekeeping service. We are sorry that you were unaware of this, as the information provided on the key jackets and the placards posted in the bathrooms are meant to inform guests of weekly housekeeping. As Hawthorn Suites is an extended stay brand with condo-style suites, if you are looking for a transient-style hotel with daily housekeeping service and additional ammenities, we would suggest one of our full-service Wyndham brands, such as Wingate, Howard Johnson, or Wyndham Garden Inn. Thank you for sharing your thoughts with us. « hide