We stayed at this hotel last winter for New Years with our grandchildren, and decided it was the best spot again this year. This hotel is several cuts above the "standard" ES design, including an beautiful setting on the University of Kentucky's Coldstream Farm. It is a little remote in that there is nothing but exercise in walking distance, but it is very convenient to drive into Lexington, or jump on I-75/I-64. Excellent shopping is about 10 minutes away at Hamburg Place. Downtown is about 10 minutes in light traffic. Lexmark is about 2 minutes away.
This time we used room service extensively, as it was bitter cold and windy outside. We found the selection to adequate, with some excellent values for the kids ($5 pretty much covers it for them). We experimented with a few dishes that were all nicely done. The runaway favorites were the dessert menu tho. Bourbon bread pudding and an amazing Chocolate Chip Cookie Dough Egg Roll with vanilla ice cream.
The managers reception was good, again a little above average from the normal ES offerings. With a creative chef like that in the kitchen, I would hope that they would come up with a unique add to the reception offering... to tempt us to eat in house.
Breakfast was as we remembered it, with an excellent selection, and VERY popular with the guests (read - go early to avoid long lines). Our first night, a Friday, found the hotel nearly empty. On Saturday there was a Kentucky basketball game, and the place seemed very busy. There were long lines both for breakfast, and the reception. The food was excellent, but the wait was annoying. Sat AM I punted and grabbed some bagels and went back to the room instead of waiting.
Staff - We had multiple encounters with staff, and every one was again well above the norm. We are used to excellent service at ES, but this team was *exceptional* at every turn. We added an extra room via the internet less than 24 hours from our arrival. I called to confirm, and not only was it handled, but our location request/bed request/floor request were all already handled (Thanks Ryan). We had minor problems with the shower that were repaired within minutes of the request. My daughter reported that her contact with the manager "Jon?" was first class. We observed at one point that a young man was flying a radio controlled helicopter in the lobby. His father was watching carefully, and there were quite a few guests watching from around the balconies. A 'normal' manager might have immediately freaked out and told them to shut it down. Jon observed, watched for risk, and made an excellent judgement (in my opinion) and let it continue. There was no risk to other guests, and it was Christmas. Well done.
There were others, and I was remiss in getting everyone's name. I do remember Lisa, who was imminently patient with multiple trips on behalf of my grand kids with their meals. Everything arrived hot and fresh. She offered to put the ice cream in the freezer for us. There was a housekeeper who came several times to keep our large group in fresh towels. Housekeeping also had our rooms spotless on arrival.
Misses? I think some bell service is in order at a hotel as nice as this. There were a few luggage carts, but it was a challenge to find one near checkout on Sunday. The indoor pool was too cold for our taste. My wife notes that there is no wipe up cloth provided for the kitchen area, so bath towels end up getting used. Some paper towels would be nice. Suggestion? A basketball package that includes a shuttle from the hotel.
All and all, I still rate this location as the best of the 10 or so ES I've stayed at in the last 2 years. It's unusual location I'm sure presents challenges on keeping the rooms full. They have an aggressive marketing plan for weddings, as the setting is excellent, both inside and out. I'm sure they get a decent amount of conference business as well. If they keep up the charm and excellent service, I'm sure it will remain as our 'go-to' Lexington home.
The second floor has direct access to the pool (without having to troop through the elevator in suit...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Greetings from Lexington and thank you for your extremely thorough review of your stay at our hotel.
I am very pleased that you have returned to our hotel and that once again we provided products and services that made your stay a positive one. Such thorough reviews serve as a great training tool for us to see where we perform well and in what areas we should improve in. We certainly appreciate the suggestions that you made and all of these will be considered in the near future.
Once again thank you for choosing our Embassy Suites for you stay in Lexington and we are looking forward to welcoming you back again soon. If I can be of any service in the mean time, please contact me directly at firstname.lastname@example.org.
WIshing you and your loved ones a Happy New Year.
At your service,
Assistant General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.