Beware! They will give your room away!!!
Posted Nov 15, 2016
I booked this hotel for my family and friends about a month in advance (total of 6 traveling). We left Indianapolis Saturday evening and called the hotel about 6 PM telling them that we would arrive in about 3-4 hours. The hotel told us that the room would be waiting on us. After traveling for 3 hours, stopping and eating, we arrived at 10 PM to be told that we do not have a room, as they have given our room away. We state that we had a valid confirmation # that had been booked in advance. They state that they book rooms without checking confirmation #s. How fair is that? The hotel advises that they will check around to other hotels to find us a room but they have no luck initially. Then they come to us (after calling the manager) and state they will give us (3) king rooms at no charge. All of this takes place in the span of about 1 hour while standing in the lobby. While we are thankful that they gave us the (other) rooms, they would have saved themselves some money and both of us time and aggravation by not giving our room away, especially after we gave them a courtesy call beforehand.
Comment from Hotel Management
Nov 17, 2016 by Haylie- AGM, Hotel Management
First of all, I apologize for the entire situation. Your frustration and aggravation is absolutely warranted. Based on the details, and the conversation I have had with my team concerning this, it appears that communication was extremely poor, as was proper training on the front desk staff. I also apologize that it took a manager to rectify the situation. I appreciate your feedback, because it has allowed me to address things that I would not have had the chance to address. I hope we have the opportunity to serve you when your travels bring you back to Lexington and that we may exceed your expectations.