2/10 Poor
18 Nov 2024
Nightmare in Lexington
First of all, when we arrived, I noticed the pictures on the website were nothing like when we arrived. The hotel was under major renovations, which it needs terribly. When we check in, I paid for a two-bed suite and was put in a regular double room. When I went back to get swapped to the suite, we were supposed to be in they moved us to a room that was dirty and disgusting Pictures below). So after not being able to find another room in the area, I told the clerk we would stay in the 1st room as it was clean at least and for them to clean my correct room and we would move there when clean. She said that she was the only one there and that the cleaning carts were locked up. We stayed the night in the smaller room and then moved to the suite the second night which appeared to be clean but when I pulled the comforter back it had a blood stain on it and had to exchange for a clean one. There was no attempt to compensate in any way besides saying, " everything is going wrong with your visit isn't it". This is unacceptable and my family and I book at least 5-10 bookings per year with hotels.com. I would like to have a refund for this horrible experience with my family.
robert
robert, 2-night family trip
Verified Hotels.com guest review