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Reviews of Hancock House

3 out of 5
Hancock House
601 East Jefferson Street, Louisville, KY

Reviews

7.8

Good

Rating 10 - Excellent. 75 out of 163 reviews" "
Rating 8 - Good. 34 out of 163 reviews" "
Rating 6 - Okay. 19 out of 163 reviews" "
Rating 4 - Poor. 18 out of 163 reviews" "
Rating 2 - Terrible. 17 out of 163 reviews" "

8.6/10

Cleanliness

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

4/10 Poor

Laklyn

Travelled with partner, Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
When we arrived our room had been switched and we received no notice so I had to reach out to the after hours number to find out where we were supposed to be. We were told the room was “double booked.” We booked back in the fall. It was stated parking was included but all the signage stated you had to pay to park immediately or be cited so we payed only to find out we didn’t have to. The room smelled damp and musty, and there were clearly bodily fluid stains on the couch. For the amount paid to stay here, would could have gotten something a lot nicer else where. We had friends staying in the same building and their room was considerably bigger and cleaner even though we paid the same. Not sure why there was so much inconsistency but I definitely will not be rebooking.
Stayed 3 nights in Apr 2024
Response from Innkeeper on 30 Apr 2024
Hello Laklyn, I am sorry you did not have an enjoyable experience. Please note, several emails went to your partner central email through Expedia- unfortunately they will not release your personal email or phone number to us to be able to contact you. The parking, per the emails, is complimentary as long as you are not parked in a QR Spot. It appears your friends possibly booked direct and not through a third party- they did have an upgraded room, at their choice. I have noted the housekeeping suggestions and will be taking a look at the couch and the musty odor. We thank you for all of your feedback and will be using this to improve in all areas. I have already contacted Expedia to request an update on how communication is not getting to our guests. Mgmt.

10/10 Excellent

Zachary

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
The room was beautiful!! The staff responded almost immediately when texted, and were extremely helpful. Overall the stay was amazing!! Would definitely stay again.
Stayed 2 nights in Dec 2023
Response from Innkeeper on 20 Feb 2024
Hello Zachary! Thank you for the positive review. We strive to make your stay as comfortable and easy as we can! Looking forward to having you stay with us again in the futureLouisville Hancock House

2/10 Terrible

Sophira

Disliked: Cleanliness, amenities, property conditions & facilities
When got in i look at the room bedding was dirty i had to change rooms and then it was last day the house keeper walk in on me it just not cool it your first time be there for the first time but i tried to make the most of it
Stayed 1 night in Dec 2023
Response from Innkeeper on 27 Dec 2023
Hello Sophira, I am sorry to hear about your experience with Hancock House. It is my understand you changed rooms as the room you booked wasn't what you were looking for and our team and staff accommodated your request. The housekeeper stated that you checked out late and you were not charged for this. Again, we apologize that you had a bad experience. Thank you for your recollection of your stay.

10/10 Excellent

Angela

Stayed 1 night in Dec 2023
Response from Christine on 18 Dec 2023
Thank you! We enjoyed having you!

10/10 Excellent

Brandi

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
I loved it here
Response from Christine on 18 Dec 2023
Thank you for the stay!

8/10 Good

Tom, Burlington

Travelled with partner
Liked: Cleanliness, amenities
Disliked: Property conditions & facilities
The parking lot area and entry way were littered with trash and debris. Very uninviting. Room and interior was great and very clean.
Stayed 1 night in Nov 2023

2/10 Terrible

Kent

Disliked: Cleanliness, room comfort
Not our best stay
Not our best stay at all. First we were moved to a different room because the air conditioning was out. Then we checked in to new room and the door wouldnt lock and also the air conditioner is making a lot of noise and spitting out ice and dripping water everywhere. It took over 5 hours to get someone. To check it and the lock was never fixed. We had to turn of the AC bc of how loud it was
Stayed 1 night in Jul 2023

2/10 Terrible

william l

Travelled with family
Disliked: Amenities, property conditions & facilities
Air conditioner was out. No discounts offered.
Stayed 1 night in Jul 2023
Response from Hancock House Inn Keeper- Joy on 12 Jul 2023
Thank you for staying with us at Hancock House. We apologize for any inconvenience/disruption during your stay at Hancock House. Thís is being repaired.

2/10 Terrible

Tamara

Beware-they will cancel your reservation on you.
The hotel cancelled our stay, blaming it on hotels.com. They DID give us a refund, even though it was "cancelled" outside of their window. Basically, piecing together all of the evidence I had, since I had emails and text messages and spoke to the gentleman in our room, he wanted it for longer, so they created a bogus "cancellation" reasons - even though our Hotels.com showed it was still booked - to let the other gentleman have it for longer. I'm sorry to any other non chain hotels, but this hotel left a horrible taste in our mouth and we will NEVER USE anything but chain hotels again. BE VERY WARY OF BOOKING HERE...if they decide they can make more money with someone else, they will cancel your reservation on their own and leave you in a city without a place to stay. Luckily, extendedstay in Louisville on Alliant was WONDERFUL AND I WOULD RECOMMEND EXTENDEDSTAY ON ALLIANT.
Stayed 4 nights in Jul 2023
Response from Joy- Hancock House Inn Keeper on 12 Jul 2023
We apologize we couldn't house you at Hancock House. I am the Inn Keeper. I am investigating the booking. We apologize for any inconvenience. This is unacceptable for our traveler. We will continue working with our partner and make sure this doesn't happen. What you pieced together is false information and is not accurate. Please contact the Hancock House directly. We want to make things right. You matter, and we care!

4/10 Poor

April

Travelled with family
Disliked: Cleanliness
We had trouble accessing the unit! We finally got a hold of someone to help with the keyless entry! Once we got in the temperature in the unit was 82 degrees! We called the phone number again and no one answered. I left a message that the AC was Not working! No one called me back. By 10:30 the temperature was 86 degrees. We knew at this point we could not sleep in the muggy heat of the unit. We had to pack up and leave to go to a hotel!
Stayed 2 nights in Jul 2023
Response from Hancock House Inn Keeper- Joy on 8 Jul 2023
Thank you for your feedback. We sincerely apologize for any inconvenience. We hope you will consider staying with us in the future. Always put in your correct phone number when booking with us. That is our way to communicate with you.

6/10 Okay

Matt

Liked: Cleanliness, amenities
Stayed 2 nights in Jun 2023
Response from Inn Keeper- Joy on 28 Jun 2023
Thank you for your stay at Hancock House! We love having you. We hope you come again soon!

8/10 Good

Debra

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
We enjoyed our stay. We did have a little difficulty getting into the actual room as the code given to us via e-mail was not correct for access. We had to call the home2 suites to receive an alternate code. It was great to know that that there was an actual kitchen if needed.
Stayed 2 nights in Jun 2023
Response from Joy- Hancock House Inn Keeper on 28 Jun 2023
Thank you for your feedback. I am happy that you could access the property with an alternate code but apologize for any difficulty. We welcome you back.

10/10 Excellent

William

Liked: Cleanliness, amenities, property conditions & facilities
Nice room. Friendly staff. Would definitely stay again.
Stayed 2 nights in May 2023
Response from Joy- Hancock House Inn Keeper on 28 Jun 2023
Thank you for staying with us at Hancock House! We loved hosting you. Thank you for your feedback. Please come back soon!

6/10 Okay

Gregory

Liked: Cleanliness
Stayed 1 night in May 2023
Response from Joy- Hancock House Inn Keeper on 28 Jun 2023
Please come back to Hancock House! We would love to give you a better experience so we could earn a 5-star rating! #wecare

4/10 Poor

Mary Sue

Liked: Cleanliness
Disliked: Property conditions & facilities
The air conditioner did not work it was stuffy in the room someone smoked there before our stay Trash was not taken out had nothing to clean dishes with Dirty pan in the oven from previous renter. If we had something to clean dishes it might of been clean
Stayed 3 nights in May 2023
Response from Hancock House Inn Keeper- Joy on 16 May 2023
Hi Mary Sue,Thank you for taking the time to share your experience. We certainly appreciate your feedback; we will work with our cleaning team and make certain your suite is perfect before guest arrives. Please accept our apologies. I hope the team was helpful when you addressed these needs while on property. We certainly care.

4/10 Poor

Fredrik

Travelled with group
I paid 5 star pricing for a 2 star experience.
The entire communication chain was awful. Non responsive to questions prior to my visit which was irritating. Hotels couldn’t assist which just added aggravation. The pictures indicated a much more elegant place but it had a seedy feel to it overall and the code for the door was broken so I had to get a key prior to arrival. I felt that for the price it was an awful value.
Stayed 2 nights in May 2023
Response from Joy- Hancock House Team Member on 8 May 2023
Hi Fredrik,I'm so sorry to hear about your resent stay and your disappointment.Unfortunately, we did not have a working phone number or email. (Expedia asks for your phone number and email address.) It is imperative that you leave a working phone number on any reservation. The door isn't broken, as you stated, the automated lock is being repaired so the hard key was a solution. We tried calling the number on file, but it wasn't an active number for you. I hope you will consider coming back. We welcome you back.

8/10 Good

Martha

Travelled with partner
Liked: Cleanliness, property conditions & facilities
The property is in a lovely, great location and has a nice layout of these units. Some areas that could improve would be the amenities, our room has empty shampoo bottles, and when you offer things such as the dishes and kitchenette, it would be nice to provide some dish soap and kitchen towels. No information about wifi - needed to call our access code didn't work - we arrived close to midnight, and contacting someone who could assist us wasn't easy. The first night there was a party at the restaurant downstairs with karaoke singers until midnight, loud and unable to sleep.
Stayed 2 nights in Apr 2023
Response from Joy- Hancock House Inn Keeper on 28 Jun 2023
Thank you for your feedback. We will work with the staff, so your amenities are full upon arrival. I agree that we should provide a dishcloth, dishtowel and dish soap. I will look into that. We apologize. Please come back. We love hosting you!

4/10 Poor

Cassie

Liked: Cleanliness, property conditions & facilities
Pros - room was charming, clean, and spacious. Kitchen would be useful if you were staying more than one night and preparing food would be helpful. Cons - the check-in process and communication between Hancock House and Expedia was a disaster. It took me 45 minutes to get into my room after arriving because I never got the info, even though I had called and emailed several times. After arrival, the Home2 Suites across the way assisted, but they kept asking me if I had checked my email, including my junk folder, Expedia's messaging on the app, and my texts, as if it was user error. I know how to navigate technology, thanks. I actually received the email with my codes the day AFTER I checked out. Also, I had the room immediately above the restaurant below, which was closed when I arrived. I left to enjoy the neighborhood, and upon arriving back to my room at 7:30pm, the restaurant had opened and there was live entertainment that was very loud. I considered asking to be switched to a different room, but I checked the restaurant's hours and they closed at 10, so I thought no big deal. NOPE, the music was still pounding until 12:15. Even with ear plugs I could hear the music, talking on the sidewalk, and the vibrations were shaking my room. Not the hotel's fault, but certainly not a good environment to stay in. Although there were good aspects to this hotel, I will choose different lodging when I next visit Louisville.
Stayed 1 night in Apr 2023
Response from Joy- Hancock House Inn Keeper on 28 Jun 2023
Thank you for your feedback. We appreciate it! We love our partner and will continue to make sure messages are sent. Hancock House asks for a telephone number when booking. That helps with our communication with you. We can send codes that way.We invite you back.

2/10 Terrible

Verified traveller

I never got to stay. The day after I booked the room, planning on checking in that evening, I received a call stating the room was no longer available.
Stayed 1 night in Apr 2023
Response from Hancock House Inn Keeper- Joy on 7 Jun 2023
You're important. Please book again.

4/10 Poor

Sierra

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Really loved this place but wish check in and communication wasnt almost non-existant. The email and phone number I received when I booked clearly didn't work. It was 3pm and had no code to get in. Worried we didnt have a place for the night as it was Thunder of Louisville. Phone number I was sent was out of order. Luckily I got ahold of Josh, at the property across the street. He was able to help us get in our room. Thank you Josh and you without a doubt saved this trip for us. Even brought us a crib! Great place, but Hancock House, please respond to emails and give out a working number for your guest's.
Stayed 1 night in Apr 2023

6/10 Okay

Djurica

Stayed 2 nights in Apr 2023

2/10 Terrible

Deborah

Disliked: Cleanliness, room comfort
Stayed 1 night in Apr 2023

8/10 Good

Angie

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
We were a little concerned about check-in because there is no staff on site, but the codes were sent in advance multiple times, so we had no problem. Room had a fully supplied kitchen, couch, lofted bed, so it would be great for a longer stay. However, lofted bed did not have sheets on it (they were in closet) and we didn't want to climb up to make the bed. There were dishes and pots and pans as well as a dishwasher, but no dish soap and no dishwasher detergent. Kind of hard to clean up without any soap. I felt relatively safe in the area, but there were police investigating a stolen car in the parking lot when we arrived. Inside the building felt safe and secure.
Stayed 1 night in Apr 2023

10/10 Excellent

Brian

Liked: Amenities, property conditions & facilities
Stayed 1 night in Apr 2023

10/10 Excellent

Maria

Liked: Cleanliness, room comfort
Stayed 2 nights in Apr 2023

10/10 Excellent

Lisa

Travelled with family
Liked: Cleanliness, room comfort
Contactless check in and check out was a total different experience. But overall we did enjoy our stay and lay out of our little apartment. It was home away from home.
Stayed 2 nights in Mar 2023
Response from Joy- Hancock House Team Member on 8 May 2023
So happy you loved your home away from home! We invite you back! Thanks for the 10 out of 10!

10/10 Excellent

Sandra

Stayed 1 night in Mar 2023

8/10 Good

Dona

Liked: Cleanliness
Stayed 1 night in Mar 2023

8/10 Good

Cynthia

Travelled with family
Liked: Cleanliness, room comfort
2 issues: noisy, thin windows on a busy city street Couldn’t watch regular tv
Stayed 1 night in Mar 2023
Response from Guest House Manager on 16 May 2024
Hello Cynthia, I am very sorry you experienced this with our guest services team. Please note we are under new management, since December 2023. I would love to have you stay at our property on your next trip in town. Please reach out to me personally. Thank you, Christine

2/10 Terrible

CRAIG

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
I never got to stay at Hancock House, they moved me to a Home2suites because they said the people were partying and staying an extra night. Very unacceptable.
Stayed 1 night in Mar 2023
Response from Guest House Manager on 16 May 2024
Hello Craig, I am very sorry you experienced this with our guest services. Please note we are under new management, since December of 2023. Please consider us in the future and reach out to me personally for how we may be able to assist you on your next visit to the city! Thank youChristine.

8/10 Good

Samantha

Liked: Cleanliness, room comfort
Stayed 1 night in Mar 2023

10/10 Excellent

Carly

Travelled with family
Liked: Cleanliness, room comfort
Stayed 2 nights in Mar 2023

4/10 Poor

Garrett

Liked: Cleanliness
Disliked: Room comfort
Enjoy an ice room with poor communication
We were there Friday-Monday for both our birthdays. Friday was smooth sailing outside of a very yappy dog. Saturday we woke up cold but didn’t think anything of it until we realized Sunday our heat wasn’t working. Sent a text to the owners and they said they’d notify maintenance; it was never fixed. The heat wouldn’t be so bad if it wasn’t 30 degrees out for the high. The elevator also stopped working end of day Saturday; luckily, it was only three floors and we weren’t disabled. The building is older and drafty. A hospital is close so kinda noisy but didn’t phase us or disturb us. The tv was also in front of the couch and not bed which made it hard for both of us to watch tv in bed. Lastly, checkout is at 11 yet we had housekeeping enter the room twice without knocking, granted they left once they knew it was occupied. Overall, we got the vibe that management did not care about issues and the bed/pillows were comfy and good, hot, shower which you’ll need given the no heat.
Stayed 3 nights in Mar 2023

4/10 Poor

Verified traveller

Travelled with group
Liked: Cleanliness
Disliked: Room comfort
So when I first checked in my code didn’t work. :( I was locked out of the room for a bit. Thankful there was a cleaning lady and then I went to my car and came back and then I was locked out again. Thankfully I saw a lady that works there and she let me in and gave me the generic code which was the same as the bldg code. She said I would get an email with an updated code. That never came. Then I went to a bar crawl came back and then I was stuck in the elevator and kept pressing the alarm. Finally we had to call 911 and have the firefighters come to get us out. It was so stressful with my PTSD I’m glad they finally came out. This is usually my go to hotel at least once every couple of months and just feel like I pay to stay here and this was the worst experience I have had in Louisville. :(
Stayed 1 night in Mar 2023

10/10 Excellent

Benjamin

Stayed 3 nights in Mar 2023

6/10 Okay

Nicole

Room was changed the day of. The business below the building has Karaoke from 6 PM- 1 AM Wed nights so be prepared not to sleep until then. Communication was good but nothing was followed up on The location was great and price. Have to be willing to adjust at this location and be prepared for no access to management during your stay to address any problems.
Stayed 5 nights in Mar 2023

10/10 Excellent

Brittany

Travelled with group
Liked: Cleanliness, room comfort
Amazing and Affordable Stay
Amazing rooms! Felt like we were staying in a cute upscale condo/apartment. Reasonable prices for the rooms and stay! Room was very clean!
Stayed 3 nights in Mar 2023

2/10 Terrible

Matthew

Business traveller
Liked: Cleanliness, room comfort
Aweful communication; worse service
This is run by Homes2 by Hilton across the street. Front desk does not answer 90% of the times. 10% hangs up on your before you can speak. Did the same to Hotels.com multiple times. Failed to give me a room entry card. Canceled my reservation, then said I needed to rebook.
Stayed 3 nights in Mar 2023

8/10 Good

Sarim

Travelled with family
Liked: Amenities, property conditions & facilities
Overall the unit was very clean, spacious and welcoming and was great for the one night we needed it for however there were a few stains and rips on the sheets. However other than that my wife and pup were very happy with it and the proximity to the restaurants breweries and distilleries was awesome
Stayed 1 night in Mar 2023

6/10 Okay

Verified traveller

Travelled with family
Liked: Cleanliness, room comfort
Nope, not for families
There is no staff on-site. And the only communication given is a small note on the outside of the building to go next door to the Home2 hotel for assistance with access issues. Which we had when we first arrived, I had to go get a physical key to get into my room. Also I booked a 3 night stay for 4 people, and was provided 3 towels. When I asked the Home2 rep what I should do, as that is the only communication I was given, she was very rude and didn’t want to provide me with 1 extra towel for my family even though the hotel owns the adjoining property. Overall, while it was a clean room and comfortable- I would never choose this location again
Stayed 3 nights in Feb 2023

8/10 Good

Dawn

Stayed 1 night in Feb 2023

10/10 Excellent

William

Liked: Cleanliness, room comfort
Gret place to stay!
The room was a nice change from typical hotel room. I love the check in process. Communication was excellent and prompt! It was quite, clean, spacious, and well appointed! Definitely a 10 out of 10!!!
Stayed 2 nights in Feb 2023

10/10 Excellent

Kelly

Liked: Cleanliness, property conditions & facilities
Stayed 2 nights in Feb 2023

10/10 Excellent

Katherine

Travelled with family
Liked: Cleanliness, room comfort
Lovely; would book again
My favorite surprise about Hancock House was how many really fine restaurants were within walking distance. The room was spacious and quiet. Very comfortable sleep. Convenient parking. Easy commute to airport. Appeared a little stark on first impression, but was all the accommodation needed.
Stayed 2 nights in Jan 2023

10/10 Excellent

Verified traveller

Business traveller
Liked: Cleanliness, room comfort
Highly recommended.
Great property. Clean. Convenient. great communication. Would definitely recommend and will stay again.
Stayed 2 nights in Jan 2023

4/10 Poor

Jesse

Liked: Cleanliness
too cold
the thermostat was on 72 and it was very cold. I had to put it on 80 to get it to 70 in the room.
Stayed 2 nights in Dec 2022
Response from Joy, Innkeeper on 4 Jan 2023
Hi JesseI'm sorry to hear your experience at Hancock House wasn't the best. The week you stayed with us was the coldest this year with the winter storm hitting Louisville. We hope you will come back to us.

10/10 Excellent

Coco

Stayed 1 night in Nov 2022

10/10 Excellent

Gabriel

Liked: Cleanliness, room comfort
Stayed 2 nights in Nov 2022
Response from Joy, Innkeeper on 4 Jan 2023
GabrielThank you for taking the time to stay with us. We want to welcome you back again soon.

10/10 Excellent

Casey

Stayed 1 night in Nov 2022
Response from Joy, Innkeeper on 4 Jan 2023
HI CaseyThank you for taking the time to review our property. We love to see your feedback. We can't wait to welcome you back.

4/10 Poor

Miguel

Liked: Cleanliness, room comfort
Heater malfunction
Hancock is very beautiful, but unfortunately my heater wasn’t working and I contacted the front office and they sent mantiene but when I got back to the room the heater still wasn’t fixed.
Stayed 1 night in Nov 2022