MainStay Suites Georgetown Lexington North — Hotel in Bluegrass Region

My fiance & I stayed here a while back we met an great lady in housekeeping, that's the reason for the 4 star rating, she was very friendly and made sure that we where 100% satisfied with our room, checked on us and even remembered our names during our stay. When we arrived the room we had booked was dirty with no clean ones available. The lady at the front desk had been there for 2 or 3 days straight, she was so stressed and was trying to figure out what to do, I'm unsure if she called the housekeeper or the housekeeper called her (we was listenin to and talking with everyone else that was waitin for their room too). In a short time after the call a lady showed up and asked how many rooms she needed (the lobby was full with others waiting too). Some had opted to take sheets and make their own beds and others left. The lady who came in went to work to get everyone in clean rooms and made sure everyone who was waiting got in a room pretty quick. She called the front desk after each room was cleaned to let the her know the room was ready and to send the people to the room. Honestly I was amazed this girl came in so late in the evening/night. She went above and beyond for us and for the hotel. She sincerely apologized for the inconvenience of the wait for a room to be cleaned. I remembered her name because the way it is spelled it wasn't the "normal" spelling for Kayla. She also left a note apologizing in our room and thanking us for being patient and sticking with the hotel even though we had encountered such a horrible problem. Our room was super clean! And for the most part the entire hotel was very nice with the exception of the dirty room problem at the start. I was surprised the 2nd day of our stay she was there helping get breakfast ready and set up, and made sure everyone was happy with breakfast. A man came during the time we where down eating and he was speaking with her outside, she left shortly after and came back, because we spoke to her that morning after and she had told us she had been there since 4 a.m. or maybe 5 a.m. just to try to help out and had only gone home to change clothes for housekeeping. (I assume staffing was a problem). She was very happy, smiling constantly and excited. She said she had received some news that morning about her position, but didn't go in to a lot of detail. We told her we was happy for her and we appreciated her and believed she deserved some recognition for everything she had done just in the past 2 days that we seen. We stayed for 2 more days and noticed that we didn't see her but maybe one time that I can remember after that, but figured she had the days off. We recently came back for a short stay and happened to ask about her, sadly the person said they didn't know her and that she must have been there before they started. We was pretty disappointed because she was one of the reasons we even came back this time. I don't know exactly what happened or why she was no longer there, but the hotel definitely lost a great worker and a very kind and caring person. I will say we had no problems this time with our stay like before, but, I did notice the room wasn't as clean as it was before and the hallway also had trash in it and looked dirty, I have very high standards when it comes to hotels especially for the rate we paid for one night. I don't know who is in charge at that the hotel, I just wanted to make it known how wonderful this employee was and I wish I would have wrote this review earlier. Hopefully she sees this and knows how much we appreciated her and that we recognized her hard work. The girl working at the desk now I think her name is Kristen, we spoke to her momentarily she is so sweet and very helpful, which was a nice change from the last girl. It seems as if they may have gotten some things fixed with the staffing, but I can't help but wonder why she isn't...

Do not book at this hotel. After seeing the previous reviews, I see that we were not the only ones with problems. We booked this hotel through the Ark Encounter website. We had driven all day from Florida with 2 kids and arrived in the middle of the night. We called ahead to let them know our arrival time which they said was just fine. Upon arrival, we were given keys to a room that was trashed and dirty. We went back to the front desk who didn't seem surprised or apologize. We had 2 kids with us that were sleeping in the car. We were expecting to lay them down. The front desk found a different room, but said she couldn't make a key because "they" didn't give her access to the system. She walked us to the room to open the door, then knocked on the door and said "management" as if there was a possibility of someone being in there. After entering, we found the garbage full, pee on the toilet and floor, and beds that looked like someone laid in them after they were made. My husband got the bags from the car. We had stuff on top of the car, so he verified that we were parked in view of cameras with the front desk. She took a picture of the security cameras to show it was parked in view. My husband took her phone to look, then gave it back. He thanked her and went back to the room. We were supposed to stay 2 nights. The next day, we went to the front desk and asked to speak with the manager. The manager came to the desk. I began telling her about our night when she stopped to tell us she didn't like how we treated the front desk staff making a false claim that we "snatched" her phone out of her hand and then told me must "vacate". I was shocked. There is no way for a person to "snatch" something out of someone's hand who is handing them something. We were the ones who were not treated well. The manager didn't even apologize about our experience until I pointed it out. She also said they couldn't give a key because there system was down in the night which is a different story than the night staff. We were not rude to the staff, but definitely upset about our experience with this hotel. I told the manager that we would leave, but are not going to pay for the 2nd night. The manager said absolutely not and then walked away to the back. At this point, we still didn't have a key to our room or a way to get our belongings. I called the police. Then a staff member came to tell us that we were only checked in for the 1 night. I told her that was fine. The officer came, talked to them, then talked to us. He told us we need to leave and gave is his contact information inorder to take them to civil court and to get the money back. I let him know they were not going to charge us a 2nd night. We got our belongings with a staff member to open the door and left with out seeing the manager again. She was very unprofessional. I do not recommend staying at this hotel. It looks like they double book often according to other reviews which is why the night staff was knocking on the door before entering. Our experience says a lot about their organization skills, cleaning skills, and management skills. The night staff reporting us for not treating her well and "snatching" her phone out of her hand says more about her as a person than anything else. We were vacated out of a hotel from her report. It was the most ridiculous thing we have ever experienced at a hotel. The hotel did end up charging us for 2 nightts, then returned the money right away, then charged us for the 1 night 4 days after our stay. We had a wonderful stay at a different hotel closer tothe Ark Encounter and had a...

We checked in and went to the assigned room. We did not even bring our bags in. The dishwasher had dirty dishes from the previous guest, which was odd, and not completely reassuring, but not a huge deal. But then we went into the bathroom. It had not been cleaned. Sorry for the graphics, but there was pubic hair and dark, yellow urine all around the bowl of the toilet and on the seat. Upon closer examination, the shower had not been cleaned and neither had the sink. I hate to think that the bedsheets probably had not been changed either, only made over. The room hadn’t even been vacuumed. We decided to just request a refund and leave. Ashley at the desk assured us that it would be no problem to receive a refund. She left a message for Cammie, the manager explaining our issues, and we were told we would receive a refund and hear back from her the next day. We left and decided to just drive through the night to get back home in Texas. When I followed up on the refund, I was told through the travel company we booked the stay with that it would not be refunded even though I was promised it would be. I attempted to call the hotel to speak with Cammie Butler, the manager. After explaining the issue, the person on the phone told me she was not in today and to call back Monday. Speaking with the travel agency, I was told that the stay had been marked as completed by the hotel. I asked them to clarify the report- it was not a cancellation because we did arrive and check-in, it was a hospitality and housekeeping issue and so a refund was required. And they stay was NOT completed- we did not even bring in our bags and were gone within ten minutes of arrival. The agent called the hotel and Cammie answered, interestingly enough, though I was told she does not work on Sundays and was not there. Little did I know it WAS her I had spoken with when I called. She lied to this agent, and told him that she has video footage of our family staying the night and leaving the next morning. I guess that’s all it took for him to believe her, even though we had receipts from getting gas in Arkansas just hours later and were in DFW by 8am the next morning. Explain that. So I called back myself and asked the person who answered, “Is this Cammie?” She screamed, “Yes it is!” and a few other choice words at me and slammed down the phone. This is a franchise unfortunately and there is no “superior” to report to. All she has to do is lie and steal and there is nothing anyone can do about it. Read the other comments about her partner and other employees as well before you book here. I wish I had. Do yourself a favor and find another...