This is a very nice hotel. The staff is super nice, room was spotless, evening drinks, snacks and breakfast was excellent. The restaurant right next door, Palmers Fresh Grill was outstanding. I highly recommend this hotel for the price and what it includes.More
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Embassy Suites used to be a high quality brand, but this recent stay makes me question that. The rooms are outdated and deteriorating. The breakfast buffett, once a great perk of staying is poorly executed. the staff is friendly and cordial, but mostly not urgent or having attention to detail.
Dear apflynn89,
Thank you for sharing a review of your recent stay. We sincerely apologize that we were unable to provide you with the exceptional stay you've come to expect from us. I am sorry that you found our hotel outdated and that our breakfast didn't WOW. The details definitely do make a trip and we regret we missed the mark. Your feedback provides us with the valuable information we need to improve. We appreciate your patronage and hope to see you again soon.
Sincerely,
David Smith
General Manager
350pm arrival. Have had reservation for several months and am a Hilton Diamond. Went to room that had loud noise coming from the roof and NO heat or AC. Room was hot and stuffy. Wife went to the desk and was mistreated. She asked for a new room and was told there is nothing available and if we wanted a refund they would give it to us.
REALLY!!! I have never ever been told something like this in a Hilton property and, by the way, I checked on line to see if I could make a new reservation while I waited in my room for maintenance and there were MULTIPLE room choices available. Sat in my room for 20 minutes waiting for maintenance who did NOT show up and then went to front desk myself and asked for another room if maintenance wasn't coming right up. Was given another room. Younger gentlemen at the front desk needs customer service training. This isn't even a matter of "customer is always right". It is a matter of respecting the customer. There were rooms available and he wasn't going to give them to my wife. Wasted 30 minutes messing with rooms.
Train your employees Embassy Suites. No excuses...
BREAKFAST was a riotous smorgasbord with way too many people, no organization. Food on the floor in the serving area and 4 different key items, including eggs missing. Have you ever gone to one of those smorgasbord’s where it’s just a cluster??? Today at this location it was.
Will pick a different location next time we are in town. This one has lost its classiness.
Dear michigtraveler,
We appreciate you taking the time to share your experience. My sincere apologies you found our associates unhelpful and insincere when bringing your concerns to our attention; I have taken note. Additionally, I greatly apologize for your breakfast experience. We strive to provide sincere hospitality and we clearly missed the mark. Thank you for your honest feedback which we will use to foster improvement; for that reason, we hope to see you on a return trip.
Sincerely,
David Smith
General Manager
Having been utterly disappointed and let down by the three previous, Embassy Suites we stayed in due to the dumbing down and the poor value for money and P/Poor service.
We arrived at this Embassy Suites with foreboding, however what a pleasant surprise on arrival and during our stay.
At least the management of this particular Embassy Suites have maintained the once hailed standards that the Embassy Suites once enjoyed.
It was a great pleasure to see that there was still pride in their work and pride in their work at this hotel.
This is how ALL Embassy Suites should be run.
This dumbing down has to stop - this hotel is a shining light of how ALL Embassy Suites should be run
Dear howie999,
I am thrilled that we provided you with an exceptional stay from start to finish. We take great pride in offering the best service and accommodations in the Lexington area, and we appreciate you taking notice. On behalf of the entire staff here at Embassy Suites by Hilton, thank you for your business, and please visit again soon.
Best,
David Smith
General Manager
Nasty and overpriced! Crumbs in the fold-out couch. Heat not working in 2 different rooms. They eventually gave us a space heater. Mold in the bathroom (bad enough that I didn't want to get into the tub to shower. I washed my hair and my body in the sink! I don't think the door knobs have been cleaned in a month or so.
The breakfast is really good if you have time to wait in line for about 30 minutes. Great coffee, but that little bit is not worth the uncleanness.
Dear Q4234QRlaurac,
Thank you for noting our great coffee and good breakfast despite the frustrations caused by our lapses in housekeeping. We pride ourselves in being a hotel that exceeds expectations during your entire stay. It is disappointing that we let you down in an area that typically doesn't get overlooked. I appreciate you taking the time to share your review, as it allows us to monitor and improve the guest experience. Please consider a return visit for a stay in line with our standards.
Sincerely,
David Smith
General Manager
Stayed 2 nights with our family. Enjoyed the connecting rooms. Breakfast great and nice happy hour. Only a 10 minute drive to Kentucky Horse Park. Close to restaurants. Extra bonus is the Coldstream Park with a terrific walking trail. Hotel is older, but very clean. Staff was very nice.
Dear lindagW7907LD,
Thank you for taking the time to share this glowing review of your experience at our hotel! It is wonderful to hear that you hold our staff in high regard as well as our ample amenities, and location. I will be certain to share your comments with our staff who truly love making our guests feel welcome when they come to town. Please find a reason to visit us again soon!
Best,
David Smith
General Manager
