I am disappointed with the way my folio was handled. From the beginning I digitally checked in and used a different card for incidentals than was on my Hilton Honors account. After I checked my app, it showed I had to stop at the front desk to fully check in. I was confused so I did so and was told my card had declined. The app does not allow you to check in with a declining card. I know this for a fact, and also if you check me in after I check in on the app it will charge me twice. I allowed the front desk agent to swipe my card again upon arrival, but as a diamond member I was already irritated. After leaving to go to my room which was different from the one I selected on my app, I noticed I was charged incidentals twice. I contacted the front desk immediately as I noticed 2 pending charges. After that I was told it was nothing that could be done about it. I had to wait until my bank released the funds. I ask for extra towels and was told they could not give me more than 2 extra towels. I was really confused because I had never heard that, and I used to work for a Hilton property and we would never have told a diamond guest we couldnt give extra towels. A very sweet housekeeper came with the 2 towels but ask if I needed more. I explained that the front desk agent said I could not and she said it was ok. I thanked her as I knew my kids would want to swim and we would need them. The morning of checking out I noticed yet another charge, a parking charge which i did not park. I alerted the front desk and was told there where no charges on my folio. The next day when I checked my email my folio reflected a parking charge. I irritatedly called again to alert the front desk agent who was the same one, and was told he would send my folio to accounting and remove the charge. Two days later it's still not done. It's not a lot of money, it's the principle. I am disappointed. On the other hand the manager at the bar and the staff there were wonderful to me. It's such a beautiful hotel and the service has been impeccable otherwise. I appreciate the amenities and the wonderful breakfast and staff. The person who checked me in was very short the first stay, and was the same person who checked me in the second time with the double charges. I'm a melanin woman, and so is he, so I really thought he would be the nicest, but I was wrong. I didnt let him know I had encountered him before and he was short with me and gave me a bad impression. As I said I worked for a Hilton hotel previously, right before covid, and we prided ourselves in excellent customer service so my expectations as an ex employee and diamond member are high. Ray did ask to gold my baby which didnt really pacify the situation because as I said, we had stayed before and he was not very pleasant, and now we were encountering small irritating issues that led to a bad aura for this beautiful hotel with wonderful breakfast bar and housekeeping staff.…
With the COVID 19 pandemic, I have been very concerned about staying in hotels. Hilton has partnered with Lysol to ensure safe rooms. The rooms are sealed after they are cleaned. The room I stayed in at the Lexington Hilton was spotless and pristine. It was clear that the hotel has made great efforts to keep their guest rooms clean and their guests comfortable. I felt very safe staying there and really appreciated Hilton’s concern for their guests. I recently stayed at a Hilton property in Tampa and was similarly impressed. Thank you and please keep up your great work, best wishes.
Wanted to give special mention to Randy at the front desk. He's a pro and makes sure you are satisfied. I stayed here during Covid and it was very smooth. Very nice, spacious room with a firm bed (which I appreciate.) Bathroom could have been cleaner, there were beard clippings from the last guest.
We have stayed here many times. We love it because of the location. The staff is great as well. It was a plus getting door to door service to and from the airport. We were there during Breeders Cup weekend. It was so sad seeing downtown being so quiet. The entire stay was great, but we felt like we were the only ones in the hotel. I am still trying to understand if there is still an executive lounge or not. The hilton website gives the option of booking an executive floor room, but when I asked the front desk I was told the lounge was removed. To book on that floor was a significant price increase, so i wonder what is the value if there is no lounge. We are diamond members and have enjoyed the lounge in the past.
Checked in and was greeted by friendly staff - went to room and was greeted by nice clean comfy room. The hotel is in a good area for bars and restaurants - far enough away from campus that you can be with adults, but still get the college vibe. Overall this is a solid choice for travel to Lexington. Easy to get to and central to everything.