First off, the pool and the breakfast were decent. Also our interaction with Shannon (I think that is her name) was also pleasant. The night that we stayed, Lexington had a bad thunderstorm roll through. Our window began to leak...then pour water. We called the front desk and asked to be switched. They said no problem and to meet them in the hallway in a few minutes. I have two young daughters, whom I didn't want to take into the hallway. I packed everything up and waited in the hall by myself. After 10-20 minutes of waiting I called back and he said that I was supposed to come get the new room card. I went downstairs and got the card. When we went into the new room it smelled of masked over cigarette smoke and was fairly dirty. The floor had small clumps of hair and there was dust everywhere. By the time we were moved in it was late and my daughters needed to get to sleep. Otherwise we would have moved again. The rest of the stay was uneventful.
We discussed our concerns at check out. Not looking for a free stay, but to let them know that it wasn't our best hotel experience. They said we needed to talk to the manager. We left our information with a staff member at the front desk and were informed that the manager would call us due to him not being at the desk during our check out. Our first call was on 6/3/13. We have called 3 times since then and it is now 6/13/13. We have yet to speak with the manager and have spoken with Shannon on a few different occasions. She has been very helpful, but again the manager has yet to contact us and let us know that he understands our concerns. We don't even know his name. Apparently they are in the middle of a switch of who owns the hotel. But this does not excuse the manager from keeping in touch with his customers. If he had called us and said that he understood our complaints and then told us he was busy with the shift and that he was going to let Shannon take care of it, we would have been more than satisfied. However, I have yet to speak with him and now we are being told we can have 20% off the room. But we have to call Priceline and have them call the hotel to get the approval to reimburse us the 20%. Seems like a lot of work for 20%.
I would rate the hotel itself as poor, but the owners as terrible. I don't understand how someone can completely ignore a customer complaint. Especially in the area of hotels which is all about customer satisfaction. I have called corporate and am waiting to hear back from them. I would steer clear of this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thanks for your review of our hotel. We are sorry that you had such a terrible experience staying at Travelodge Lexington. We are as you mentioned under new ownership and have new management for the front desk and housekeeping departments. We have made changes to insure cleanliness of all rooms and friendly, courteous staff. These changes have been implemented to eliminate most issues and guarantee that if a issue arises, there will be a more timely response to the customer. Once again, we are sorry that your experience with our hotel was less than desirable. It is our sincere hope that you will stay with us at Travelodge Lexington during any future visits to the Lexington area. Give us a chance to let you leave saying "WOW"!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.