Holiday Inn Express Lexington-SW (Nicholasville) by IHG — Hotel in Nicholasville

Everything leading up to our stay was amazing, especially our sales agent Eddie - he was extremely timely in communication and made our group reservation seamless. I wish I could say the same for our stay. As our baseball team arrived and checked in, beginning to socialize and find their rooms, the employees (Fri 8/2) seemed to be nitpicking our group. We all read and agreed to the group contract that our coach signed, especially noting that quiet time was 9pm. However, we had multiple encounters from the two desk employees before 6pm that evening, stating they'd had noise complaints, that they'd been watching us on hallway cameras, and even threatened to remove our entire group before 7pm (clearly well before the contractual agreement of a 9pm quiet time). Our kids were scared and confused by this, as they were excited and trying to greet their teammates and friends for a memorable weekend. Any of these concerns should have been addressed with the adults privately, not in the common areas and hallways in such an unprofessional manner for the kids to hear. As evidenced by previous, recent reviews, (I can provide several examples unrelated to our stay), this hotel appears to lack serious noise mitigation, even after remodeling. I personally walked alone through a quiet hallway on the 1st floor on my way to the pool, and could clearly hear a conversation between guests behind the closed door of their room from several steps away in either direction. This should come at no fault to hotel guests who are maintaining a normal noise level during routine waking hours. Our kids were excited to be with their friends, and room-hopped to make the most of their memories. I called the hotel on our way down before checking in to try and ensure our rooms were close together to help mitigate the noise. They accommodated that request for the most part, but scattered our rooms throughout the 2nd floor. Thank goodness for the 2nd shift employee on Saturday! After 9 hours at the ball fields and winning a tough tourney, our kids were finally able to relax a bit and enjoy themselves without someone constantly breathing down their necks. I wish I'd caught his name. He kept the pool towels stocked, floors mopped outside the pool area, and really was just so hospitable, which is what you should expect in the service industry, especially for the cost of a weekend stay. I also really enjoyed talking with the 3rd shift worker that evening - she is so sweet! I'm not sure where the complaints came from, as every guest we encountered was nice, and only offered a smile for our happy kids. Some even commented on what a fun group we had. Other families enjoyed the pool area with us Saturday evening - all smiles, no drama. We ate breakfast in peace with other guests, exchanged greetings in the elevator, etc. I'm not sure why these particular front desk employees seemed to have it out for our group, but I can imagine the lack of insulation in the hotel and the number of complaints about noise in the past may have kept them on edge. However, you simply can't accept a group reservation for a youth sports team and expect them to show up with duct tape on their mouths. Overall, our group was polite and respectful, if not silent. We left no trash, and cleaned up our use of the common areas, including outdoors. There was no screaming or excessive yelling or running, especially after quiet hours. Our kids were monitored by multiple adults at all times and not left to run wild without supervision. My own family left our room spotless and easy to manage. The responses by your GM to these honest and fair (if not nicer than necessary) reviews are disparaging, and only further prove the point that this hotel does not put hospitality above all else. Instead, your social media contact seems intent on proving your case instead of putting the customer first. Such a shame - we love Nicholasville and will keep coming down for these tourneys; we've seen more hospitality at the park by the local teams that want to beat us! We'll definitely skip this hotel...

I rented a room here for my children to get out of the house and swim. When I called for the reservation the man I spoke with explained the price completed my reservation and claimed my card would be charged at check out. I hang the phone up and within minutes my card was charged for the room plus another 100.00 that wasn't disclosed on the phone for a "deposit". Which was fine. I get to the room and check in and was amazed at how nice the room was. The only downside I saw at that time was there were no streaming apps available on the t.v. Just local cable. We continue our night and the children go swim. Then we go to lay down for the night and we all itched so bad that we all decided to take showers at like 4 a.m. to stop the itching. We figured it was probably the cheap detergent used by hotel staff. Then my daughter screams from the bathroom o go to check on her and she was standing on the side of the shower and there was a very visible cock roach running beside the toilet. I immediately grab my phone to record it for a second and then kill it. She proceeds to get dressed and then once coming out of the bathroom into our actual room there was another cockroach. I videoed it as well and killed it. I immediately alert the front staff. The lady up front seemed unbiased by the bugs and claimed she would "right it down for the manager when she came in" she offered no accommodations not a room change nothing. I was furious. Then I notice my 4 year old has a bug bite on her face. It's raised and red. I immediately take a picture and alert the staff agian. Agian she tells me the manager isn't in yet. I go to check out and am told the manager will call me. Not an I'm sorry. NOTHING. I proceed to go into work after bagging all of our belongings in trash bags because I am scared to take them in my home. I miss a call from the hotel. I immediately call back. I am told the manager relayed the message that she would take 22.00 off my room price. THAT WAS IT. 22.00 FOR COCKROACHES AND BITES ON MY CHILDS FACE!!!!!! The manager wouldnt even get on the phone. This hotel is awful. The fact when I tell the staff about bugs and show them the video they literally didn't bat an eye which means this has happened before. I still haven't figured out how to lodge an actual complaint on the hotel but I am working on it. Please take your families...

Where does one start? I have stayed at a lot of Holiday Inns and this one by far was the worst experience I’ve had.

The staff was friendly enough and not the issue. The issue is the building is dirty. Mold all over the place. I arrived early and was given a room. Upon entering it, all you could smell was a musty moldy smell. It was extremely warm in the room as well, almost 80 degrees. I got the A/C on and the mold smell was worse. You could see huge spores on the inside of the unit.

Next was the floor; it was “greasy” feeling. I thought it was just the cleaning agent they used, but in hindsight it was dirty. The refrigerator did not work either. I had flown all day and was tired so I went to bed and on to my class the next day.

When I came back from class, the room was once again extremely hot and the fridge still was not working.

I went to the FD and the girl offered to move me. Only thing is I would have to be by the elevator and in a queen room vice a king room. That was better than staying on a mold infested room.

After moving and getting settled, the new room was slightly better. Surprisingly there was no noise from the elevator. What was annoying was the music from the speaker they have installed outside the rooms window. Nothing like music at 2 AM to keep you up. The up side was you couldn’t hear it when the A/C was on, but that stopped working around 2AM. It shut off. I get wanting to save energy, but the comfort of the guests should come into play as well. The climate control seems to be an ongoing issue amongst travelers here. Others in the same class I was in, experienced the same climate control issues. Bottom line is the rooms are hot and the refrigerators don’t work properly.

The new room was cleaner except for the pink mold around the bathtub. There was remnants of black mold on the shower head.

I declined to have housekeeping come in so I can’t comment on that. Noise wise, each night, whatever room was above me sounded like they were doing wrestle mania.

I’m definitely not staying here again when I come back for training and will be talking to the travel people at work about taking this place off the list of preferred...