GuestHouse Lexington — Hotel in Lexington

Unfortunately, this has been an overall bad experience, but because the desk clerk was polite and the hotel has a decent appearance, I'm rating it a 2 instead of a 1. But make no mistake, if having a clean and comfortable night's stay is important to you, pay the extra $20-30 and find a nicer hotel to stay in.

First, there were some issues with the online booking. First, I thought I was booking the room through the actual hotel website but it ended up being some European booking agency that was linked via a lookalike webpage (that mistake was on me...not the hotel). I intended to book a 1-night stay but somehow booked it for 3 nights. No problem...I figured between the hotel and the booking agency, we could work out the problem and issue a refund for the other 2 nights. The booking agency attempted to help and contact the hotel to issue a refund for the 2 unneeded nights, but the desk clerk was unable to help as he stated he didn't have the authority to issue refunds and was unable to call anyone with the authority to help. The issue is still pending.

Second problem: When I arrived at the hotel, there was a guy standing/smoking cigarettes directly in front of the steps to the main hotel entrance. Since I'm not a smoker and have adversereactions to smoke, I tried to patiently wait. To my dismay, within 30 seconds of finishing one cigarette he lit up another, so after waiting several minutes I decided to go check in anyway. The guy was on his cell phone, and I wasn't certain of the smoking policy, so I chose not to say anything about his choice of smoking locations. As I checked in, I inquired about the smoking policy and was informed that this was a non-smoking hotel. The desk clerk informed me that he'd ask the guy to move to the designated smoking area once he finished checking me in (maybea 5-minute process). And he did so. As I approached the door to exit the lobby and retrieve my bags, I noticed the guy was still smoking in the same area. As I opened the door and passed through it, I readily noticed the posted sign on a pillar (approximately 10 ft from the door) that advised "No smoking within 25 ft of the building". I got the guys attention and pointed to the sign then proceeded to my vehicle. By the time I returned with my bags, there were 2 women standing/smoking under the parking covering adjacent to the hotel entrance (maybe 18 ft away from the main entrance but still close enough to affect anyone entering the hotel).

Next problem: I get the premium king bed room and was pleasantly surprised that it looked decent (rm 205 at the top of the staircase). I was in the room long enough to sit my bags down and take a brief look around when my allergies began to flare up. After a brief look around, I discovered pet hair in the blue lounge chair (I'm not sure if it'll show up on the attached pics). I quickly collected my bags and proceeded to the desk to change rooms.

Now, since there were no king bed left, I'm in a room with 2 queen beds. The beds aren't a big issue, but the carpet is obviously dirty and the room smells like stinky feet.

That "personal touch" of having a great product to ensure customer satisfaction...it's grossly lacking from the managers and/or owners of this...

The hotel looked cool on the website and I had never experienced a stay in one, so that's why I booked it. I got there late at night and thought it would be quiet upon my arrival, but there were people hanging out in the parking lot, going back and forth inside and out the lobby area, but I thought nothing of it - after all, you get what you pay for. After talking with the front desk receptionist, she informed me that my form of payment (MasterCard) was no good. She tried to tell me that it was neither a debit card or a credit card, and I've used that card in both ways in plenty of prior instances. I wasn't informed of any card policy when I booked the room online. Perhaps, that should be something you might want to let prospective customers know BEFOREHAND. I kept telling her that she was wrong in her views of my CREDIT card, but she was insistent that I didn't know what I was talking about. When I repeated my statement with no change in my tone, she accused me of being "aggressive". Being rather soft-spoken and tired at the time, I had no reason to act "aggressive" towards her. She then slammed my card back on the desk, washed her hands of the situation WITH AN ATTITUDE, and insisted that she couldn't help me any longer. I then asked for a manager, and she told me that she was the manager. When I asked her for her boss, she told me that there wasn't one available. I walked out of that hotel completely annoyed with her responses and her lack of professionalism. I remained at my car trying to find other hotels in the area, and her "friend" who was in the lobby the whole time and heard the whole ordeal, came out to see if I was still there and it was evident that she reported my presence back to the "manager". Meanwhile, the other guests who were hanging around and talking to strangers as they pulled up heightened my suspicions and made the hotel look like nothing more than a brothel. Perhaps this incident was a blessing in disguise because I drove out of that parking lot with a feeling of relief that I didn't bring in my family to stay at such a terrible and trashy establishment. As I lay here in my comfortable bed in a beautiful room of a competing hotel, I would like to remind you that managerial professionalism, great customer service, and a clean, family-friendly environment would attract not only more, but repeat customers. I'm so glad that I didn't spend a dime...

We traveled to Lexington for a concert and decided to stay last minute. I found this hotel on Priceline. When we checked in the girl at the desk asked for my card so they could get a $100 damage deposit. I swiped my bank card and sign for it. Afterwards the lady asked if it went through and if i signed because it wasn't showing on her side. I told her I signed and it went through. We left to get dinner and when we came back she was waiting in the lobby for us and asked me to check my account to see if it went through. I pulled my bank app up and showed her where the $100 was taken out of my account and she said thanks and that she would have to talk to her manager in the morning. The next morning we stopped by the desk and I asked about the charge and he acted like he had no clue what I was talking about. Fast-forward to yesterday.....I checked my account and the $100 still has not been refunded. I called the hotel and the man I spoke to was very rude and didn't want to hear anything I was saying. He just kept telling me they didn't charge me and to call my credit card company. He also said I could drive 3 hrs back so he could show me which clearly I can see that they did since the $100 is still gone out of my account. I would be very cautious about staying here! Keep an eye on your bank account if you do! Especially for charges they say they didn't do when they absolutely did do! They will not help you or give you your money back!

Responding to their response......my main complaint is, the issue of the deposit the night we checked in and the response of the man the day I called and asked about the deposit. The response of "we didn't charge you" when you clearly did and the only other thing that was said to me was "call your bank" is not an acceptable answer especially after you stated several times you did...