Best Western Plus Inn at Hunt Ridge — Hotel in Lexington

I am sitting outside of your hotel at 10:45pm on Tuesday Jan 10th, 2017. I booked my 3-night reservation on Hotwire. I arrived at around 10:15pm and was not greeted by the front desk associate who I think was Janet or something like that. I stood there waiting for her to say something as she stared at me. She asked what I needed and I said I was checking in. She said, "ID, Credit Card". What a warm welcome. I then asked if I could apply my brand new rewards account to my stay. She said that it is easiest if I do it as I check out. I could tell she was trying to rush me away, so I took the time to look it up on my phone. She was very frustrated that I was at the front desk so long that she finished her speech of telling me where my room was, etc. with me still busy trying to find my number. I found it and start to read it and she sharply yelled at me to slow down.

I was completely shocked at the way I was treated. I walked away in an awkward scilence, mainly because Janet refused to say anything remotely close to a cusotomer service statement. I got to my room and immediately noticed the hair all over my bed. I could not believe how much hair was on the bed. I collected my things and returned to Janet who gave me a stink eye as I approached. I asked if it would be possible to change my reservation. The words hadn't even left my mouth before Janet yelled that I would have to contact Expedia (I booked through Hotwire). I walked to the waiting room. I asked Janet if she was even going to ask why I wanted to change my booking. She ignored me. I asked again and again I was ignored. I asked a third time, to which Janet raised her voice again and mockingly ask, "why do you want to change your reservation?" She said it in the voice I used when I was 8 to make fun of my friends. I was so upset that I left the hotel. That brings me right back to where I have been for the last 10 minutes typing this email. If you would please cancel my best western rewards account, and refund my reservation. I work in customer service and have never treated a customer the way I was treated tonight. I stay in Lexington every week for business and would have continued to use best western if I had been treated better. I stayed at this same hotel last week and was greeted by the sweetest older woman who signed me up for my rewards account. I made sure to select the same option this week. Unfortunately my experience was...

PROS: *Pools *Complimentary Breakfast *Service (After spending three days and two nights at this hotel, our bed was messy after sleeping in it for one day. When we came back from the Natural Bridge and Safari Zoo, our beds were already back to normal and back to when we first entered the room. That was very surprising because most hotels would just leave our bed alone unless we tipped them and requested housekeeping. Also, when we came back from the pool to our room, all the wet towels that we used, were replaced with clean, dry towels. Checking in was very easy and so was checking out. Even though we checked in around 6pm, they did not charged us a late fee. Also, renting out a rollaway bed, was very cheap!) *Free drinks (apple juice, orange juice, coffee, hot cocoa, fruit punch, ect) *Comfy Beds *Modern TVs *Nice Bathroom *Dominos Pizza Delivery ( we ordered a pizza at 11:01pm. They told us to give them 35 minutes, but actually they came at 11:34pm. We ordered $40 worth of food and they deliver it so quickly. So, if you're ever hungry late at night and do not want to leave your hotel room, order Domino's Pizza. It is worth the money and service.)

CONS: *Pictures are deceiving (In the pictures, they made the amenities and the bed seem bigger than expected. Do not expect the pool and the bed to be large. If you are getting a double room, the beds are actually full size instead of queen size. The pool is only 5 feet deep and is smaller then what the picture looks like.) *Noisy People (Like the other review, try to get a room on the top floor because you can hear footsteps on the upper floor. Most of the footsteps sounds like stomping.) *The View Outside ( when you book a room, request a room to face the mountain view, because the room that we booked , our view was the apartments behind the hotel. The only thing we could see out of window were: the apartments, 3 spiders, barely any trees and a squirrel. I was really hoping for a room with a mountain view, but sadly I did not. So, book in advance and request for a room with a mountain view.)

**In conclusion: The hotel overall, was worth the money and it is definitely worth staying back again. I would give this hotel a 4 out of 5 because it is probably one of the best hotels to stay in a...

We stayed at the Best Western Plus Inn At Hunt Ridge and our stay was poor. The front desk staff was nice but not very accommodating. When we first arrived in our room (203) we noticed an odor of very strong cleaning products paired with a mildew smell, I realize this is a pet friendly hotel, but the odor was terrible. The outdoor pool was nice, but the bathroom by the pool room had a broken toilet handle during our entire stay with no attempt of anyone fixing it. When we first made the reservation, months before our stay, we explained that we wanted to use the Conference room for a large party we were having and when we arrived they never mentioned the air conditioner in the room was broken and they had no intention of fixing it, fortunately we were able to get a conference room at the Hilton at the last minute. I do have to say the breakfast was one of the best parts of our stay, the food was really good and best of all it was free. I liked that they had coffee available all day. The last thing I want to mention is that someone checked out our room number by mistake and the front desk didn't know how to reverse the transaction, and there was no manager onsite over the weekend, somehow they fixed it, but I was checked out a day early, so we decided to leave that day, and when it came to our bill, the front desk was having issues with the billing because they didn't know how to handle it, and as mentioned earlier, there was no onsite manager to help out, and no way to reach them, I think it's crazy that there is no onsite manager at all times, or at least one that they could get in touch with, somehow they figured it out, but I'm still not sure if it was correct, I'm waiting for my credit card statement. I don't think I would stay at this property again since we had so many issues, if the staff cared more about guest issues and addressed them, it would be a...