Hyatt Regency Lexington — Hotel in Lexington

My Fiancé and I recently stayed at the Hyatt Regency in Lexington Ky. We stayed in room 1501 which is a king size bedroom on the fifteenth floor. There were a number of good things upon entering the room like the view, the cleanliness and the ambient temperature. The view was of the immediate surrounding buildings such as Rupp arena and Lex Live, as well as of taller buildings off into the distance. Not a bad view at all honestly. The room appeared to be very clean on first glance. More on this later. And the temperature was set on a comfortable 72 degrees. A few of the things in the room seemed to be just normal, not really excellent and not really bad. The bed was a King size and the mattress seemed med Firm (which I like). There was a normal number of pillows. There was a Desk and desk chair. The tv seemed around 40 inches and 1080p (except the hotel information which seemed like 720p or 480p at times.) A hair dryer, all the normal soaps and bath tissues and an ironing board was present. So now that we’ve got the few good things out of the way lets dive into some little more disappointing things. We didn’t really stay in the room much when we first arrived since we were going to the concert next door at Rupp arena. But once we got back to the room is when we started noticing more and more things. The first thing we noticed as we crawled into the bed was a very faint color on one of the pillow sheets. We didn’t really try to inspect it too much as we just chucked it off of the bed. Then as I was walking to the bathroom I noticed two things. The furnace intake screen door was not flush with the wall and was sticking out an inch or so at the bottom. To the right of the closet the baseboard was missing from the corner of the wall. The bathroom had no working vent fan which is probably why the ceiling was starting to bubble. Above and to the left of the toilet was a giant square patch. Now this could just be an access hatch for some valves but it at least could look more presentable. And here’s the section that no one really wants to deal with at a hotel. The shower drain appeared to be at the very minimum, mostly clogged. As I was showering the water just seemed to keep rising in the shower basin. There was a card on the desk that said enjoy bath towels, soaps, tissue paper and robes on us. There were no robes to be found in the room. This is the worst part of the room so I figured I’d give it its own paragraph. We ordered room service around 10:50. The TV menu wasn’t too clear to read. It seemed like they italicized words that didn’t need it just to make it harder to read. But anyhow, I ordered the fish sandwich which came with fries. My meal was fine, nothing to knock your socks off. My Fiancé ordered a side Caesar salad and hummus and pita chips. Again, nothing to knock your socks off. What was disappointing was the differences between the menu price and what I was actually charged. The menu prices were as follows. -Fried Cod Sandwich $13 -Garlic Roasted Hummus $11 -Caesar salad $5 It does say a $2.50 delivery fee and an added 18% gratuity which is nice to know up front but when I received the check it was -Fried cod sandwich $17 -Garlic Roasted hummus $12 -Caesar salad $8 So, it was $9 more once we received the food. Which if their prices went up that’s totally fine but, the menu on the tv should have reflected these prices. Cleanliness – 1.8 Stars Staff – 4.5 stars Food – 2.7 View- 3.4 Overall, I’d give this hotel a 2.4 out of 5 stars. (rounded up for google)

-The Director of engineering reached out to me on a phone call . He told me the vent fans in the restrooms are on a timer. He also stated that there has been an issue with the system with regards to the tv menus and pages. He stated this issue must have caused me to receive an older menu. He also told me he would be going up to the room to personally inspect it. There was no mention of refunding the difference in food. (Which isn't expected but would have been nice.) He did say he would buy me a burger if I am ever at his...

I would give zero stars if that were an option. Me and my fiance stayed there Monday night which was October 24th and stayed until the following morning. I am absolutely horrified with the entire experience of this stay. First of all, shortly after arriving and getting settled in, I was very much looking forward to taking a nice hot shower and had planned on calling down to the front desk & ordering a woman's robe and the flat iron/curling iron as well so I could fix up and try to look nice for my fiance. Well, unfortunately that definitely didn't happen. When I called down, the lady at the front desk said that they never actually had ever even owned a flat iron and there was a curling iron SOMEWHERE in the building but she would have to track it down and see if it's available IF she did find it. But she could send the robe up if I needed it. I was very disappointed to say the least but oh well I guess.....at least I will have a robe right? WRONG! I put it on only to discover there was a hole that covered a VERY large portion of the bottom left side of it. I thought I was staying at The Hyatt? It sure doesn't feel like it. Not to mention that I also attempted to order a phone charger to be sent up. Well apparently they don't have those either. There is a paper in each room that says To Keep: & To Borrow: and under each it lists different items. False advertisement is not what I expect when paying almost 200 dollars for one single night. Now let's move on to the following morning before check out time, I was wanting my morning coffee so I made my way down to the lobby and I started smelling breakfast. I assumed it was just a complimentary self serve breakfast that was offered just like many other hotels have......Well, WRONG again. I was finishing up with getting just a few small things to put in my belly to start the day. A mini little box of Frosted Flakes, a pre-made blueberry muffin, and I started to pull a bagel in half so I could put it in the toaster. As I was separating the bagel I notice MOLD ! ! ! YES, I said mold. I was disgusted. And much to my surprise at the same moment I was making this horrible discovery, I seen a lady who worked there approach my fiance and tell/ask him something then walk away. My appetite was pretty much ruined after the bagel incident so I decided that the box of cereal and muffin would be more than enough for me. We start towards the elevators and I asked my guy what the woman had wanted and he told me that he was informed that our breakfast came to the total of 31 dollars and some change. ARE YOU KIDDING ME? I had assumed after paying this much that a very standard self serve breakfast station would just be one of the amenities of course. Just like many many many other "mediocre " if you will, hotels are more than happy to include in the price right? Nope. We were hit with 31 more dollars for MOLDY bagels and a ruined appetite lol. I am just in shock at what we experienced at The Hyatt. I will say, the staff were very nice and none of these incidents were their faults at all. They just simply work there. So I would say good job on hiring the people who were there for my stay. Especially the valet there this night. He was GREAT to us. So, five stars to him but I honestly feel like we should have just gone to any other very standard hotel in the area for less than half or more of what we paid. I feel like my fiance was pretty much robbed for around 250 dollars total for this one night and morning. I am soooo angry. I had much higher expectations for this hotel. I recommend ANY other hotel over staying here. I am also reporting them to the Health Department. I could have very easily been in a hurry and not noticed the mold on that bagel. So if you do stay here, make sure you carefully examine any food or drink. Terrible experience and would sleep in my car before I ever paid a penny to stay here. Sorry if I sound rude, but I just can't believe what happened to...

First off we selected this hotel because it is advertised as "connected to Rupp Arena", which was ideal since we would be staying in January and could check into our hotel room, go to our event and come back without having to step outside in the cold or deal with the excess foot traffic. While traveling there we got several inches of snow so we were very excited to be able to park the car and not deal with it until we decided to go out the next day. Well surprise the walkway was closed for construction but no guests were informed of this. So after our event we walked outside in the snow from Rupp Arena back into the hotel. At least its close, but still not what you are hoping for when you book and pay for this hotel.

While staying on the subject of communication, there is no information about parking on their website. I called the hotel to see where to go. The person at Hyatt Customer Service was very nice and told me that she would have to transfer me to the front desk at the location to help me. After 10 minutes of waiting on hold they said "just come in and get a parking pass when you check in" well... where do I go in the mean time? There is a concert going on and cars everywhere and no street parking. You have to park at the front door which is meant for about 10 cars or so but they had 20+ crammed in there and you could barely get through. We get a parking pass and go to the hotel guest designated parking lot... it was full but we were able to go to to next lot down for guests and event parking, which was fine no big deal.

The room itself left a lot to be desired. The furniture had seen better days and there was a layer of dust on just about everything. Hard water stains and hair in the bathroom so it appeared that it had been quite some time since it had a good deep clean.

The next day we left to go out and do some shopping. We arrived back to the hotel around 3 PM only to be hold that we could not park in the hotel guest designated lot and to go to the next one. The parking attendants could not tell us why other than "this lot is closed go to the next lot". It was unclear as to why since the parking lot had several spaces open and did not appear to be under any type of construction. We showed them our parking pass from the hotel and our room key but they would not let us park there. There was another event starting so the next lot which is for guests and events was already filling up. We had to park quite a ways from the hotel doors. When we spoke to the front desk about the situation the guy seemed confused and unconcerned, as if he was plucked from the street, given a Hyatt name tag and stuck at the front desk.

Later that evening we decided not to deal with the parking/traffic and was going to order room service. I called down and no one answered. I'm assuming it wasn't being offered due to Covid, which is understandable. So I called down to the hotel restaurant to see if I could place an order and just pick it up downstairs. No one answered that number either. I went down there to place an order only to find out none of the menus provided by Hyatt were correct and that they had a totally different menu.

For nearly $500 for two nights, we were highly disappointed in the...