I reserved a handicap accessible room in JULY for an October reservation. Upon arrival I was told that they did not have an accessible room. The desk manager apologized and said "he'd knock a few bucks off". That wasn't much consolation for the handicapped member of our group.
After our stay I did not get Hilton Honors points. I called the Hilton Honors line to get credit for the stay and I was told that since I received compensation for my room, I guess that was when he "knocked a few bucks off", I would not get points. I eventually did get the points and I was told that the general manager of the site would contact me within 3 business days to discuss my experience. It's been over a week now with no call.
The fact that this location is dismissive over reservations, particularly handicap access rooms, tries to screw you on points when they try to "knock a few bucks off" and to cap it off has an unresponsive general manager leads me to believe there are far too many better choices in Lexington. You do not get the value for the premium they charge. As someone that spends almost 100 nights a year on the road I would strongly recommend staying elsewhere.
Another aside, the rooms need an update as the carpet is quite old and there was mold in our shower. See posted pictures of mold.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 22, 2012
Dear Uncle Duke,
Report response as inappropriate
Thank you for taking the time to inform us about your concern. I apologize you feel we have not responded and your unsatisfactory stay. Unfortunately there seems to be some confusion. We did receive a message from Hilton in the PM on 10/18 about the concern with the room type availability. We responded to this Guest Assistance request within 48 hours. For your convenience I have copied the correspondence between our hotel and the member of your group that called Hilton initially below. (minus the names and address for privacy reasons).
From: Jan Vanco <firstname.lastname@example.org>
Sent: Saturday, October 20, 2012 5:32 PM
Subject: Your stay at Embassy Suites Lexington
Dear Mr. XXXXX
Good afternoon from Lexington.
First and foremost, let me start by thanking you for your loyalty to the
Hilton family of hotels as a HHonors Diamond member.
I wanted to take a moment to sincerely apologize for the inconvenience
you experienced during your stay here with the wrong assignment of a room
for your father. There is no excuse for this misstep and I am sorry we
have made such a mistake especially with your group of rooms. I fully
understand that nothing we can do to make this situation better, but
regardless of that, I will take off a full charge for the room for one
night. This refund will be processed on Monday.
Once again, my sincerest apologies for our mistake and I certainly hope
that you will be able to give our hotel another chance in the future. If
I can be of any personal assistance, please contact me at any time via
email or any of the numbers below.
At Your Service
Assistant General Manager
Embassy Suites Lexington
1801 Newtown Pike
Lexington, KY 40511
To: Jan Vanco <email@example.com>
Date: Sun, 21 Oct 2012 04:35:03 -0700 (PDT)
Subject: Re: Your stay at Embassy Suites Lexington
Thank you for your reply. I would appreciate it if you could apply the credit to confirmation # 80239xxx. This was for the room that was already discounted.
Thank you again for your reply.
As a hotel we are not aware there was an earlier communication to Hilton about this matter. I would like to find out where the communication mishap between Hilton and us happened, and I will follow up with Hilton.
I hope you would be able to give me some more information as to who you talked to at Hilton.If you would not mind giving me this information, please contact me at 859-455-5000.
Thank you again for taking the time to express your concerns and I apologize again for the inconvenience we caused. We take pride in trying to exceed all our guests expectations and it is clear we failed to do so this time.
At your Service,
Ron van Haaren
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.