21c Museum Hotel Lexington

167 W Main St | Lexington, KY 40507-1397  [SEE MAP]Lexington, KY  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 5

Fun, friendly and great location

Oct 31st, 2020

We were driving long distance, but wanted to take a break over night in Lexington. The 10c Museum Hotel had a good price and seemed a good choice. It was. The staff was friendly, the rooms very comfortable, the location great and everything very clean. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Excellent, and taking the right precautions

Oct 16th, 2020

We stayed 2 nights and really appreciated the precautions 21c is taking. Temperature checks on entering, fresh gloves on the staff for every transaction(including valet parking), no housekeeping, strict capacity limits in the bar and restaurant; we thought that they have best practices figured out. Room service was efficient, though service on disposable plates would have been better than cardboard boxes. Our room was excellent; spacious, well laid out and everything worked as it should. The art in many of the public spaces adds a special touch too. Just one downer; valet parking is $30 a night, since it’s right in the center of town. However, nearby public parking costs much the same. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Disappointed

Oct 13th, 2020

We stayed 2 nights in a king corner room. Service at the front desk was excellent. So was the concierge parking staff. Our disappointment is with the facility itself. There’s no lobby area - just a small vestibule where front desk personnel take your temperature and check you in. Rooms were rather small. There were many empty walls in their art exhibit although the artwork they had was interesting. The Lockbox Restaurant was also disappointing. The wait staff was casually dressed in jeans and tops of their own choosing - one was wearing a sweatshirt. Service seemed indifferent. The menu was limited- maybe 6 or so entrees to choose from. Our $45 steak was average at best and the $16 hamburger left much to be desired. Admittedly we were using our experience at 21C in Bentonville Arkansas as our baseline but this 21C was a disappointment. In our opinion, there are many better choices than 21C and Lockbox Restaurant when visiting Lexington. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Disappointing

Oct 6th, 2020

In the era of COVID, the service provided by the staff of this hotel was underwhelming. The problem started when we arrived behind a large party. The bellmen were occupied with that party and essentially ignored us until we had our bags out of our car and were walking into the hotel. We then were forced to wait in a very small vestibule which serves as a reception area. After the party ahead of us was checked in, we received a perfunctory check-in. We were not told about the limited housekeeping services. We were not told about what arrangements, if any, we could make for breakfast. We were not told about the limited availability of visiting the on-site museum. (We only learned about these things when we returned from back to the hotel the next afternoon and overheard the receptionist briefing another guest checking in.). The staff in the restaurant, although very friendly, was overwhelmed. We had to ask three times to get a glass of Cabernet for one of our party. Or a request for dessert was addressed to one of us, but not the other — the waitress went away without completing the dessert order. 21c’s are supposed to be known for good service. This hotel doesn’t serve its reputation very well at all. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Don’t bother

Aug 16th, 2020

My husband and I stayed for two nights. On the COVID-19 front, the hotel took good precautions - took our temperature every time we entered the hotel or its restaurant, all staff wore masks, there were social distancing signs everywhere, and housekeeping was by request only. This would have been great had the room been clean (which it wasn’t, thus undermining my faith in how much sanitizing really went on). Our room was missing a pillow and a bathrobe, so I had to request both to be brought up. Again, less than ideal if the idea was to limit contact with housekeeping staff. Customer service was non-existent: the staff evidently did not want to be there, and seemed very anxious about having to work during the pandemic. Any exchanges were merely perfunctory. To be perfectly candid, we received better service at a Holiday Inn a few nights earlier. Zephyr in the restaurant was the sole (and delightful) exception. A private guide we used during our stay, a native of Lexington, told us that ever since it opened, the hotel has had a reputation for lackluster customer service. Evidently, the issues persist. This would have been the time to shine: the hotel had just reopened shortly before our stay, and it was an opportunity to make the few guests traveling in these difficult times feel extra special. Sadly, that was not our experience. We have been great fans of the 21c brand and love spending time with the art at each hotel. Compared to other properties, the art exhibit here seemed much smaller and some of the art quite “polarizing” (to put it kindly). We specifically built our trip around staying here in order to grow our 21c collection. We even wrote ahead to let the hotel know but, other than a tepid email, noone acknowledged our brand loyalty during our stay. TRIPADVISOR.COM USER 

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