Holiday Inn Express & Suites Lexington NW-the Vineyard by IHG — Hotel in Lexington

The hotel was recently remodeled which was lovely. The hotel itself was nice. All the staff, especially the breakfast lady was nice. Except the concierge/front desk staff. The manager I believe was there training a new employee, and yet she did a poor job setting a good example of hotel friendliness. When I arrived, the manager did not seem thrilled in any way nor did she converse very well and didn't seem too concerned with my experience. I watched her while in line and seemed to have the careless attitude with everyone, and even seemed like we were of an inconvenience to her. Also I previously had come in for a question before checking in and going down to the vineyard and she gave me a dull face with an I dont know what to tell you answer. All this could have been ignored even though its the main service of the hotel industry to be accommodating. But I had trouble getting into my room because of the remodel left some of the doors hard to open. I was concerned when I couldn't get in my room and it seemed locked from the inside that someone was in my room that shouldn't be, so I went down to the front desk, and she apologetically just said its the remodel some of the doors stick just push really hard.... I did push hard and she didn't seem concerned for my safety if someone had in fact been in my room. She could have sent someone up with me as I am a young female by myself to make sure and help me in the room, or even just an apologetic understand response would have been nice. My room and my friend next doors room's new thermostats did not work, I didn't care as I run cold and liked it warm; however, my friend was sweating profusely and called down for help and she answered her complaint with "We have two wedding parties right now Im really busy. I'll switch your room when I get a chance." This took several hours and another call down to the front desk for her room to be switched. I know the doors were not her fault, however, they do need fixed because it was such a hassle to open every time I came and went, and I heard the boys across the hall continuously have trouble with theirs and they seemed very frustrated and upset by it as well. Hoping that gets fixed. But the manager was the poorest manager I have seen yet at such a nice hotel. Terrible customer service. Also I wish I got her name, but here is some helpful information for identification purposes: I stayed on September 19th 2020, and I arrived with my first inquiry at around 12:30 and checked in at...

We have stayed at this location many many times and have always been pleased. I called to request an early check in. (Not very early.....but about an hour from normal check in time at 3). As a spire Elite member I have never had an issue. I was told that they had no availability even though I was told the night before that it should be no problem but to call back the next morning to confirm. I expressed my dissatisfaction to the young man at the desk and he did call me back a few hours later to let me know he could get me in the room by 2:00.

I had two rooms reserved and one of the rooms was very cool and comfortable. The other was very warm and would not cool down. We were leaving for the evening so I let the front desk know at 4:00 that I thought there was a problem with the AC. I told her we would need to move to another room if they couldn't get it fixed because it was way too hot. She informed me their were no rooms for us to move to so I strongly encouraged her to get it fixed. She said she would call me while we were out with an update. I didn't hear from her so I called her back at 9:00 to see if it was fixed. She told me no, that their repair person had left for the day. I was very irritated that I reported this at 4:00 and their repair person didn't leave until 6:00 (per what she told me), and the unit was not fixed. I asked for a manager and was told there was no one there so I requested that she contact their manager to ask what the options were.

When I arrived back at the hotel around 10:30 I was told that they couldn't fix it but I could move to another room. (Keep in mind I was told there were no rooms available when I requested to move at 4:00). We moved to the other room and the temperature was fine.

I was told when checking out that they would give me an additional 3000 points to apologize for the issues. I still haven't seen the points posted to my account so I'm assuming I won't see them at this point.

I don't know if there is new management running this hotel but it's certainly not the customer service I am used to receiving here and was very unhappy with my...

First the good... The property is clean, inviting and all in all we had a great stay. The ladies working the front desk on arrival and departure were pleasant, energetic, and polite. Overall, our stay was pretty good.

However, the bad: If you are issued a room on the first floor, IMMEDIATELY, I repeat IMMEDIATELY request to be relocated. The housekeeping laundry room and staff 'lounge' is located on this floor and they have ZERO regard for the guests. We stayed a Saturday night following a wedding and were abruptly risen from our sleep at 7 am by absurdly loud carrying-on by the HK staff. This persisted every 15-20 mins. (shouting back and forth amongst themselves, obnoxiously loud laughter, and door slamming) until we left our room to have breakfast at 9:30. Breakfast was pleasant as we ate on the patio outside, the HK staff was gathered (about 15? total) for their smoke break. As our group made our way inside (with all our trash) we excused ourselves through the gathering of HK staff that was half blocking the doorway and made no effort at all to acknowledge us, or the fact they were partially blocking the door. As we made our way through the doors, one staff member muttered quietly, but loudly enough to hear "dam(n) kids". We had done absolutely nothing to the staff, nor said anything to them other than to excuse ourselves inside. Our group consisted of 25-34 yr olds all with professional careers. We are adults and fully presented ourselves as such. Which cannot be said for a select few in the HK staff. Even as we were checking out and leaving a complaint regarding the HK staff behavior, they could be heard throughout the lobby treating it like their own social club. Never in all my many hotel stays have I ever encountered a more rude, childish, and obnoxious HK staff that had absolutely no regard for their general behavior around guests. The manager of this hotel should strongly reassess some of the staff they employ. Overall our stay was pleasant, but this occurrence stood out too grossly...