Lexington Marriott City Center — Hotel in Lexington

Marriott's customer service, management and policies are terrible. Final billing errors and overcharging clients will leave a nasty impression for sure! Unfortunately, my initial impression of the Marriott brand has been deflated. My husband and I travel throughout the world and regularly choose familiar brands which are lead competitors of Marriott. We are loyal to another brand and wanted to try Marriott for a change. I do regret wasting my money with this corporation. The billing mistakes were minimal, but the management of a client complaint was atrocious.

The day after checkout, I reviewed the final bill which was sent via email. I had pre-reserved parking via Expedia for $15, the bill charge was $19. This really is not a big deal since these type of discrepancies between hotel and travel agent can happen. I also noticed a beverage charge of $5. We did not order any beverages nor use anything from the room.

I contacted the Lexington location directly and the receptionist stated that the parking fees were correct and that the beverage charge was for a bottled water taken from the room. I informed her that we did not use nor take the the water from the room and it would never be a consideration for us since we always pack our own reusable bottles. She informed us that they do not issue refunds for "items missing from the room" and that "they don't trust the guest, but rather count on housekeeping to provide correct information." What?!?! It baffles me that a large 'reputable' corporation has such an ignorant policy.

I sent an email to customer service complaint depart and they stated the same policy and with complete disregard for client experience. Honestly, I think this is probably a regular occurrence. They have developed a way to scam their guests with one last indisputable charge. It's a scam! If they are having issues with mistrusting their guests, they should allow the guest the opportunity to review room conditions prior to departure.

The property in Lexington is very nice with wonderful amenities, super breakfast and in a great location in downtown. The staff at the front desk were welcoming and the room was great. The property itself deserves high stars, but this terrible interaction needs to be documented somewhere.

Well, my husband and I and extended family will avoid the Marriott brand for any future stays. Marriott needs to recheck their business policies and treat their clients with respect. I lost $9 , but I gained insight as to how a corporation can quickly ruin...

When we walked in the lobby was beautiful. We got up to our room on the 12th floor. We found only 1 of our keys worked but were pleased by the size, cleanliness and stylish design of the room. We freshened up and went downstairs to wait for our friends at the bar and catch a bit of the UK game. Unfortunately on Saturday the bar is only open from 5-11 pm. We arrived back just after 12:30 am exhausted after a fun night & ready to crash. Unfortunately we found that the large windows are super thin and the rooms on our side of the building are right by a very loud bar. Now I’ve stayed on the 2nd floor facing the Millennial Mile, Chicago noise had nothing on this! First is was just the thumping base, we set up an iPad and 2 phones with white noise to try to drown it out , which helped slightly but didn’t make a dent on the yelling drunk people and squealing tires that popped up regularly but inconsistently. We were so tired so we decided we could tough it out until the bar closed (2:30 am). Just as we start to drift off, the garbage truck comes to empty the thousands of empty beer bottles from the dumpster into the empty metal of the truck. We finally get to sleep after 3 only to be woken up by what sounded like a police chase involving multiple emergency vehicles with sirens blaring. We met our friends downstairs for breakfast at 9. They were on the opposite side of the hotel and slept great! Our orders trickled out: overnight oats (dry), yogurt parfait (looked like ice cream), eggs that looked like they came out of a carton, burnt bacon and undercooked French toast didn’t help to brighten our mood. We went up and packed. When checking out we decided to tell them how bad the noise was. I don’t know why we thought they weren’t aware or would care in the least. They made the show of bringing the manager out who let us know there’s nothing they can do. Uh, put in soundproof, or at least thicker glass? Don’t stick people paying over $200 a night to “sleep at your hotel” in rooms that you know they won’t be able to sleep in on a weekend night? The managers need to be forced to spend an entire weekend in rooms ending in 27. Staying at this hotel ruined what was a really...

Traveled to Lexington for a concert. We booked our room for four people in Feb b/c it was a sold out concert and all hotels would be full. We got into town late so we checked in virtually and got a virtual key. after the concert we went straight to our room to see someone else was in there. Mind you-Our key worked! The person in the room shared he had been fighting with them b/c they screwed up his reservation and they just gave him this room within the last 30 minutes.||We went downstairs and they told us they were surprised our app did not update b/c they changed our room. I should have asked more questions. We got up to the room and it was a king. We had 4 people. We went back downstairs and were told there was nothing they could do. They then suggested a roll out. We pointed out this will still not accommodate 4 people. They said they could give us lots of blankets. ||Basically we were told "sorry there is nothing we can do" For a room we booked months in advance. 11:30pm and we had to drive back to Cincinnati where we live with two children. It has been two weeks with no follow up from Marriott. I also want to share our key to the room where people were in...stayed active and we had access. No one shut it off. So for safety, also put privacy sign on your door and deadbolt it so people do not...