Quality Inn Lexington

Phoebe Southwood

On a trip to visit my father in hospice, I was delayed to getting to the hotel for one night by United Airlines due to a mechanical issue. I immediately contacted the hotel the day I was to arrive to inform them that my son and I would still be arriving, only a day later and I was assured it would be no problem. I had paid in full online, in advance. However, I was charged again for my stay upon arrival due to a staff misunderstanding the procedure. I was directed to contact Owner/Manager Harry Patel, but he was impossible to reach, even after multiple phone calls and asking for him at the front desk. I was assured by staff that I would be refunded, but that Patel had to initiate it. After a month of phone calls and waiting, I returned to Kentucky for my father's funeral. I finally went to the hotel in person and waited for him to show up. I met him and he promised me a full refund. He asked for two days to initiate the refund. I called back in two days, and still no refund had been started. Staff were kind and tried very hard to be helpful. I went forward with a formal complaint through Choice Hotels Group. I have also started the process of contesting the complaint through my credit card, and will be reporting this issue to the Better Business Bureau. I can understand a mistake made by staff not familiar with procedures. However, as an Owner/GM, being evasive, and promising and then withholding a refund the size of a mortgage payment is unconscionable. Also unacceptable is his treatment of his staff, having their good word be questioned by his behaviors. I highly recommend taking your business elsewhere.

Amy Stillion

We stayed here because we had medical procedures at UK and this motel was close. The lady working the front desk when we checked in was absolutely wonderful as was the lady working the evening shift. However, our room was dirty! The toilet and bathtub were nasty! We actually had to clean the toliet ourselves. The toilet and bathtub both had black mold on them. They hadn't been cleaned for quite sometime. We woke up in the middle of the night to find ants in our room. The manager refused to compensate us because we didn't book the room directly from the motel. We would definitely NOT stay here ever again!

Diane

Positive: Very comfortable bed and the breakfast was good. Negative: There was a burn hole in the sheet, bathroom had a gash in the tub wash, dirty caulking surrounded the tub. The carpet in the bedroom was squishy and moist. For the price we paid it was quite a shabby room.

Richard Ferns

Hotel staff was nice and helpful. Room was below expectations. Pillows were throw pillows. Bed squeaked when you sat on the end, moved to another room, that bed squeaked too. They were redoing the floors on the first and third floors, so they were only renting rooms on the second floor. That was fine, but the smell of the glue permeated throughout the hotel. Couldn't get to the pool without stepping on the padding for the new carpet. Refrigerator never got cold. The whole experience was awful. Thank goodness we were only in town for one night.