Embassy Suites by Hilton Lexington/UK Coldstream — Hotel in Lexington

I am going to leave a review about the greatness and the nightmare that happened to me. This hotel is BEAUTIFUL! The pool was awesome, the food was amazing, the drinks and snacks were an added bonus. The staff was very accommodating. We were 2 families traveling with my service dog so we had 2 separate rooms. They were all very welcoming to my service dog then the unthinkable happened. We were eating our breakfast right before we checked out and some random irrelevant woman went to the front desk and reported that there was a dog in the dining room. I always have him leashed to me with his harness that says service dog. This male employee comes up to me and tells me that they require the animal to be vested. I explain to him that the ADA does not require that. He said their policy is that he needs a vest and since I don't have one that I need to leave the restaurant. My family was very upset about this as we have a service dog leash so it is visible not to mention I showed him and he still requested the vest and refused to look at what the law states when I tried showing him all the while proudly walking us out being superior. So I go to the front desk and ask to speak to the manager. Then the same man walks up smirking and asks how he can help me. I tell him I don't want his help instead I want corporates phone number. He said he would get it for me but still refused to look at the law. I then called the local police because I do know the law regarding service animals and he can't make me leave with my service dog. While I was on the phone with law enforcement he brings me their Service Animal policy that DOESN'T SAY ANYTHING ABOUT REQUIRING A VEST! So he then tells me he was sorry. I told him he got me in the position of why I need my service dog to begin with. He ended up comping me both rooms for the 1 night we were there which I was grateful for. Although I would have loved to not have this issue at all. I still called corporate because it is important that their employees know the service animal law. This was very embarrassing and unprofessional! Having said that, everything else was wonderful. In response to the managers response to me... You never asked me what services my service dog performed. You only told me if I didn't have a vest then I needed to leave the restaurant. You also do not observe nor follow ADA regulations which is why you told me I needed a vest. That is not an ADA regulation. You didn't know that nor did you know your own policy which is why you ended up comping me my stay. Because you embarrassed me and violated my civil rights. How dare you come on here acting like you did everything right. You should be ashamed of yourself. There also weren't multiple complaints, there was one and it was from that short haired Karen! Your own front desk staff told me herself that A woman, not several people, complained that there was a dog in the restaurant. Nothing extra about him eating from the buffet which is a complete fabrication. This is the first I heard about that. Just something extra to throw in there to try and make it look like there was a problem when you were...

I moved out of my home state a few months ago and have been looking for a good halfway point for my family and I to meet up and spend time together. All together we booked four rooms at this location and are current guests.

Like most, we were very impressed with the beautiful lobby coming in. Unfortunately, while this is the prettiest hotel we've stayed at, it is FAR from the nicest.

The rooms are okay, in the bathroom our toilet handle is broken. The mattress is very springy. The headboard is loise and bangs on the wall just rolling over in bed. We had asked for an extra blanket our first night because obviously my two kids aren't going to share, were told that they were all in the laundry but someone did bring up sheets.

My daughter ended up staying in a different room with her aunt, so I brought her straight down to breakfast from there. She, like many other guests, had on pjs and socks. Though she was in line with me and her grandmother, a single staff member assigned to clearing the breakfast area accosted myb12yr old on three seperate occasions during her time going through the line telling her to go put shoes on. I noticed this staff member did not speak the adult guest a few places behind us, but after the third time she accosted my daughter my mother snapped at her and she finally backed off. Still did not approach the adults in socks.

I want to note also a woman brought her large golden retriever to the breakfast area. I would be more concerned about this than guests in socks.

I had staff come up and without saying anything force their way between my daughter and I to refill the breakfast items, even reaching over my plate.

I was just so surprised at how miserable and unfriendly all the staff were working breakfast. The man cleaning a few dry fruit loops off the breakfast bar kept shaking his head as though he could not believe a child would drop some cereal on the counter.

After breakfast, one of our guests let the front desk know that the shower in their room wasn't draining and asked for towels. The woman he spoked to acted annoyed at him, which was unbelievable. Then stayed, you guessed it, all their towels were in the laundry. Luckily he was able to get some off a cart.

I asked to speak to a manager, and someone claiming to be in charge of guest services did speak to me. She said she was new and didn't know the staff yet. But she listened and had at least the pretense to act like she cared. She told me she was going to speak to her GM and get back to me so I will update if this happens.

I have stayed at 3 star hotels with 5 star service, with at the very least friendly staff. I'm reluctant to give this hotel even 2 stars. The staff gives off a demeanor of being miserable and not wanting to be here and it truly reflects in their...

This was my first stay at this hotel, after having tried out almost all the others in the area next to Fasig-Tipton. Each of them has their own strengths, but this ended up being one of my favorites! My suite on the third floor was clean, roomy and quiet, and I loved the unique view of the atrium. Hopefully the last water feature is repaired soon to complete the picture - I didn't subtract any points for that. The place is unique and I would love to come back again!||Staff was friendly and knowledgeable. Breakfast was wonderful, and the option to attend the reception with free drinks and appetizers is one i wish I'd been able to take them up on. ||I would subtract half a point for how late breakfast starts on Sunday, as that delayed me getting on the road, and the limited number of items in the shopette (ponchos and tote bags would be a lovely addition) but all the other pluses earned that back.||The full point loss goes entirely to the shower. I cannot believe this design was built and paid for! On first glance, it appears to be something created by AI. ||There is no tub, but a soap nook in the wall at shin height (and I am short). The only towel rack in the bathroom is inside the shower, directly across from the head. The handle for the water is in the middle of the side wall which I could not understand until I found the second glass door was actually a fixed glass wall. I assume the handle was so placed to enable you to reach it without waking the whole way into the shower first. ||Of course, the fix did not accomplish what it set out to do, because the handle was still too far in, placed directly where the water shoots out at frigid temperatures until it warms up. There's no way to avoid getting cold and soaked just trying to turn it on. ||There was an air vent grate directly next to the shower head, which was a bit unnerving. Finally, the sliding door would not stay closed so that unless you felt like holding it the entire time, the floor and anything else outside got soaked. Altogether it was a hot mess, and did not fit with the impressiveness of the rest of the hotel and room. ||As a final note I will say that when I arrived in my room, the TV was turned on to the news, and they were doing a feature about swearing in politics. The very first things I heard as I opened the door were censorship beeps attempting to hide obvious F bombs and other still easily recognizable profanity. It was a bit jarring and I would suggest leaving TVs off since it's impossible to control what's going to be on...