Holiday Inn Express Hotel & Suites Lexington-Downtown

1000 Export St | Lexington, KY 40504-2683  [SEE MAP]Lexington, KY  [SEE ADDRESS]

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Guest Reviews

Tripadvisor Traveler Rating 4

Modern, shiny, location may or may not what you want

Oct 26th, 2020

It's clean and everything worked. Every property that used to offer 'free breakfast' has been zapped to some extent by the WuFlu and so it is here, expect yogurt and milk and cereal at best. It's on a corner of the Uni K property kinda kitty-corner, nice 1 mile walk to downtown if you want, but distant if you don't. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Unacceptable behavior

Oct 23rd, 2020

Hotel room was booked through a third party site, on which there was zero information about guests needing to be age 21 to check in. My daughter (18) was refused check in and when I called to inquire where this information was on the hotel website, (I had not looked at it since I booked externally) the extremely rude “manager” said she didn’t know and stated that since I was looking at the site, I should be able to find it. I continued to ask for clarification and she continued to very rudely tell me she wasn’t going to help me find the information. And then she hung up on me. I called back and repeated my same question, and was hung up on at least three more times. I finally asked to speak to her manager which is when she told me she was the manager. I asked if my daughter came back with a 21-year-old to check them in, would she be allowed to check in, and she stated that she would. We organized someone to help them get checked in, and when I called the hotel back, “Kadree,” this apparent manager who had hung up on me repeatedly, Proceeded to tell me that our reservation had been canceled and my daughter was not welcome there. The exact opposite of what she had just told me 10 minutes earlier. When I asked for the reason, which I assumed would be because she was not 21, she stated that it was because I was rude to her on the phone. I’m not sure how her hanging up on me translates to me being rude to her on the phone, but that should not lead to a cancellation of a reservation. Absolutely unacceptable customer service behavior. Also, she stated that it was her manager who gave her the directive to cancel the reservation. Since she had previously not given me any other managers information, I have now obtained that person’s name and phone number and will be contacting them. You should not be in customer service if you cannot handle frustrated people asking you direct questions in a difficult situation. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Capitalizing on Covid...

Aug 16th, 2020

I travel 200 days out of the year, and expect changes/adjustments to services and amenities due to the current saturation. However, this hotel takes advantage of the situation more than any other hotel I have ever stayed at. I have stayed here more than 30 times in the last 4 years, (our daughter attended UK, and still lives in Lex). I noticed the change around April, but I had expected changes. However, I have stayed here 11 times since April 10, but never again. The dirtiness of the hallway (same wrappers in elevators for 2 days, pizza box sitting outside door for 2 days?), the lack of coffee, breakfast, or basic amenities are all being chalked up to "the epidemic". Holiday Inn: WAKE UP! There is still a pandemic, but other hotels have stepped up their services, not backed down! Most will have a buffet, but with staff serving. Others have more cleaning staff, not less. Your hotel has completely missed the boat on this, and in the process have lost me, my daughters frequent out of town visitors, and many others as faithful guests. Yes, you will still get the "one and done" UK suckers who won't know any better, but in this competitive day and age, it may not be enough to sustain your property. Shame on you for trying to capitalize on Covid by cutting back. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Should have stay elsewhere

May 12th, 2020

We have stayed here several time. Very disappointed in how this hotel has changed. Granted there are somethings out of their control such has having to call the police for a group of contractors who got loud and out of control or the person in the room above ours that stomped across the floor most of the night then started again at 4 am. Again out of their control. How ever what they can control is how they maintain the rooms. The show in our room had something wrong with the spout because when we tried to turn the shower on only about half came out of the shower head the rest came out of the tube spout making a horrible noise. Then there is the breakfast. One reason we chose Holiday Inn Express is for the breakfast. Yes I know COVID 19 has changed everything but they could come up with something else other then offering oatmeal and breakfast bars. How about bringing back the staff that has been laid off and let guest call down and request the omelet, sausage, bacon, biscuits, etc. (that I know aren't made on site). Stay here was no better then staying at the competition and was more expensive. Will be hard to convince me to come back if this is going to be the new norm. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Mediocre - Should have changed hotels

Mar 16th, 2020

This review is based on my stay “prior” to any weird changes the hotel made due to corona virus precautions. They will try to use that as an excuse, BUT my stay happen before any of those changes were implemented. We arrived checked in with no issues. But that quickly changed. We found out that the air conditioner in the room did not adjust adequately for the temperature. Additionally, we went down for breakfast our first morning a little after 9am & It was completely empty & pillaged. They advertise hot food but sadly there was none there. The hostess in the kitchen indicated she was trying to turn the oven back on to cook more. Really it appeared like they had a big group come down for breakfast but did not prepare enough food. After waiting a while for her, she later comes out and says her oven is broken. So lame. My daughter was sleeping in the room and so I decided to just ask housekeeping for clean towels. she replaced my main towels but indicated she had no wash cloths and will bring them back later. She did not. The next day I let the front desk know and a housekeeper that we still need it washcloths. She said she would bring them in in the front desk said that they would make sure we got time. We did not. Lastly I had to take my daughter to a UK medical appointment so I left the hotel a little later. I stop by the front desk and ask if they could do the room at about 1 pm. She says all of her staff leaves by 1 PM. I told her that’s OK. I didn’t want to stand around for excuses. I just expressed my complete disappointment. I ended up in this hotel because it was covered for 2 days due to a child’s procedure at the UK hospital. I decided to stay a few extra days but boy do I regret it!!! I normally stay at the Hampton Inn down the street, and I should’ve went with my gut and changed hotels after the first bad day. Well, you burn me once shame on you, burn me twice shame on me. TRIPADVISOR.COM USER 

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