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“"Reservation" doesn't mean much at this hotel” 2 of 5 bubbles
Review of Embassy Suites by Hilton Lexington

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Embassy Suites by Hilton Lexington
Ranked #2 of 71 Hotels in Lexington
Certificate of Excellence
GreenLeadersSilver level
Cincinnati, Ohio
Level Contributor
15 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
“"Reservation" doesn't mean much at this hotel”
2 of 5 bubbles Reviewed October 19, 2012 via mobile

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.

Stayed October 2012, traveled with family
Helpful?
1 Thank UncleDuke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, General Manager at Embassy Suites by Hilton Lexington, responded to this review, October 22, 2012
Dear Uncle Duke,

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 <jan.vanco@eslexington.com>
To:XXXXX
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
Jan Vanco
Assistant General Manager
Embassy Suites Lexington
1801 Newtown Pike
Lexington, KY 40511
Phone: 859-455-5000

From: XXXXX>
To: Jan Vanco <jan.vanco@eslexington.com>
Date: Sun, 21 Oct 2012 04:35:03 -0700 (PDT)
Subject: Re: Your stay at Embassy Suites Lexington

Dear Jan,
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.

Sincerely,
XXX


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
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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983 reviews from our community

Traveler rating
    689
    188
    71
    22
    13
See reviews for
332
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (107)
Date | Rating
  • English first
  • Japanese first
  • Portuguese first
  • Spanish first
  • Any
English first
Chattanooga, TN
Level Contributor
107 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
4 of 5 bubbles Reviewed October 17, 2012

We recently spent the weekend at this hotel and can definitely recommend this hotel for comfortable lodging. The hotel is a little out of the way but anything in Lexington is not far away - Keeneland, Downtown and great restaurant in Midway was only a 25 minute drive. There is a bar onsite and the cooked-to-order breakfast is worth the wait. For me, as a lap swimmer, there is an indoor pool for a workout in the morning across from the gym that is larger than most facilities. AND, instead of the USA today (which you can get) they also have the local paper at the front desk - even on Sunday! Spacious room - great for couples or with kids. Spacious lobby with lots of fountains and open areas.

  • Stayed October 2012, traveled as a couple
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank EspanaTraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, Manager at Embassy Suites by Hilton Lexington, responded to this review, October 19, 2012
Dear Espana Traveler,

Thank you very much for the time taken to review our hotel.

I was pleased to read that you enjoyed your experience. We strive to make each guest's experience a great one and I am happy we succeeded during your stay. We know you have many choices when it comes to choosing a hotel and we appreciate you choosing our Embassy Suites.

Once again thank you for the review and we are looking forward to welcoming you back again soon.

At your service,

Jan Vanco
Assistant General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Charlotte NC
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
5 of 5 bubbles Reviewed October 14, 2012

We frequently stay in various embassy suites hotels for weekend trips since we like the room layout for traveling with our two young kids. I've never really felt the need to review one until now. We felt this particular location was a notch above your average embassy suites, mostly due to its excellent staff and service. Great managers reception, great breakfast, and great job taking care of what seemed like a full house! Plus my kids who normally awake at 7am slept in till 9:00 so it must have been both quiet and comfortable.

Stayed October 2012, traveled with family
Helpful?
Thank kshew
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, Manager at Embassy Suites by Hilton Lexington, responded to this review, October 15, 2012
Dear Kshew,

Thank you for the time taken to review our property.

I am very pleased you enjoyed our hotel, but even more pleased that you enjoyed our associates. We strive to make every guest's stay as comfortable as possible and I am happy we succeeded during your stay.

Thank you for making Embassy Suites Lexington your home away from home and I hope we get to welcome you here again soon.

At your service,

Jan Vanco
Assistant General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Lexington, Kentucky
1 review
5 of 5 bubbles Reviewed October 9, 2012

For the past 6 years I have traveled all over the South for work. This is the best hotel I have stayed in yet. The rooms have always been very clean and up to date. The cook to order breakfast is fantastic. The Evening Managers and staff have been very friendly and helpful. This is a very nice hotel I would recommend to anyone staying in the Lexington area. They have a nice gym and pool. Also there is a walking/Bike trail around the property.

  • Stayed September 2012, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Jack D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, Manager at Embassy Suites by Hilton Lexington, responded to this review, October 13, 2012
Dear Jack D,

Thank you for the time taken to review our hotel. I am very pleased you enjoyed your stay at our Embassy Suites and I certainly hope we get to welcome you here again soon.

Thank you for making the Embassy Suites Lexington your home away from home.

At your service,

Jan Vanco
Assistant General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta, Georgia
Level Contributor
93 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
5 of 5 bubbles Reviewed October 3, 2012

Room was what I expected from Embassy Suites.The cook-to-order breakfast was exactly what I needed after a night of indulging with several of Kentucky's finest bourbons. I also ordered a burger from room service. It arrived within a suitable time and was prepared to my specification. We had a "guy's get-away" weekend. We attended the USC v UK football game, and toured a couple of distillaries. The staff was very helpful with directions, suggestions, etc. Out of a group of six, four of us stayed at the Embassy Suites. The other two guys stayed at a lower priced motel about a 1/2 mile away. They and their motel were the butts of many jokes throughout the weekend. In the end, even our two cohorts had to admit, they wished they had booked the Embassy.

  • Stayed September 2012, traveled with friends
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank refinedruffneck
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, Manager at Embassy Suites by Hilton Lexington, responded to this review, October 9, 2012
Dear Refinedruffneck,

Thank you for the time taken to review our hotel. I am very pleased you enjoyed your stay at our Embassy Suites and I certainly hope we get to welcome you here again soon.

Thank you for making the Embassy Suites Lexington your home away from home.

At your service,

Jan Vanco
Assistant General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, ON
Level Contributor
14 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed October 3, 2012

Getting there/parking - Hotel is right off I-75 and there is lots of parking

Lobby/check-in - WOW! We found the lobby impressive. The fountains and large open atrium to be just fantastic. Our kids couldn't stop looking at the fountains. Check in was completed efficiently and we were off to our room quickly - even though a reunion appeared to be going on at the same time.

Room - our suite was a good size with a nice couch for the kids (and us) to flake out on after a long day. The room was clean.

Food - food at the restaurant is good. It is not the best hotel restaurant food I've ever had, but my salad was quite fresh and the service very good. I was impressed that when I asked for coffee to take back to our room, I was given a small pot of coffee complete with mugs, sugar, and milk.

Room Tip: Rooms away from the atrium are quieter.
See more room tips
  • Stayed August 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank cantraveler120
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, Manager at Embassy Suites by Hilton Lexington, responded to this review, October 9, 2012
Dear Cantraveler120,

Thank you very much for the time taken to review our hotel. I am very pleased that you enjoyed your time here at Embassy Suites while here in Lexington. We strive to make each guest's experience as enjoyable as possible and it seems that we have succeeded with your stay.

I hope you will come see us again at the Embassy Suites Lexington and please contact me at any time if I can be of any help.

At your service,

Jan Vanco
Assistant General Manager.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Central City, KY
Level Contributor
78 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
5 of 5 bubbles Reviewed September 17, 2012

Certainly enjoyed our overnight stay at the Embassy Suites this week end. All the staff there are super friendly and helpful. Room was in great shape - clean, good beds, linens. The cook to order breakfast is a super benefit. Much better than the continental breakfast you get at most places. Food was very good and beautiful dining area in which to enjoy with the company of friends. Definitely a great place to stay over for late ballgames - GO CATS !!!! Hats off to management of ES - would definitely stay again and recommend to friends.

  • Stayed September 2012, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Judy G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
eslex, Manager at Embassy Suites by Hilton Lexington, responded to this review, September 18, 2012
Dear Judy G,

Thank you for the time taken to review our hotel. I am very pleased you enjoyed your stay at our Embassy Suites and I certainly hope we get to welcome you here again soon.

Thank you for making the Embassy Suites Lexington your home away from home.

At your service,

Jan Vanco
Assistant General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Embassy Suites by Hilton Lexington

Property: Embassy Suites by Hilton Lexington
Address: 1801 Newtown Pike, Lexington, KY 40511
Phone Number:
Location: United States > Kentucky > Lexington
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Lexington
#1 Green Hotel in Lexington
#3 Romantic Hotel in Lexington
#3 Family Hotel in Lexington
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Embassy Suites by Hilton Lexington 3.5*
Number of rooms: 230
Official Description (provided by the hotel):
he Embassy Suites Lexington hotel boasts a beautiful setting in the heart of Kentucky's Bluegrass Country at the University of Kentucky Coldstream Research Campus. Visit our Lexington hotel and you're centrally placed for the finest equine attractions, horse farms and many of the area's major corporate names. ... more   less 
Reservation Options:
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Also Known As:
Embassy Suites Lexington
Lexington Embassy Suites

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