Hilton Garden Inn Lexington

This has been a very bad experience for me this week, and I generally like Staying at Hilton Garden Inn’s. When I checked in, I came to my room which was very hot and the thermostat wouldn’t work. They sent a gentleman to fix it and he couldn’t. Meanwhile, my bathroom door wouldn’t stop popping open so I shut it. We couldn’t get it open after that. They gave me a new room, and the cabinet doors above the microwave were still open, and I don’t think the bathroom had really been cleaned. Walked down the hall and smelled pot. Next night, at 10:30 pm, I go downstairs to get popcorn and a couple of beers and ask the person at the front desk if they allow animals in the rooms, she said no. I said, well, I think there are a couple of large dogs right above me, and she said it’s just the kids playing but she will call them. Still pot smell in the hallway and after 11:00 and still loud above me. Not a good or professional experience.

I stay spend 150 nights a year in hotels splitting my time between hilton and Marriott and this was one of the worst nights sleep I have ever had. The bed was placed in risers that rocked and squeezed all night long. The movement in the bed would cause it to squeak. The water pressure in the shower was a little low. The AC unit in the sounded like a race car starting every time it kicked on.
The best part of the stay was breakfast but that’s kinda hard to screw up toast and eggs. Do yourself a favor and stay at the Hilton properties that around Lexington.

Below is the letter I sent to HGI customer service. I reference both this HGI and the one in Nashville at the airport.
We stayed at the Hilton Garden Inn on Royal Parkway in Nashville 6 – 6 to 6 – 7. The staff at check in were very friendly and efficient. The property and room were well maintained. We arrived back at our hotel about midnight Saturday night. There were no spaces at all in the parking lot to park. We drove around twice to make sure before asking the front desk clerk what to do. He told us to park on the red curb and to make sure we left ourselves room to get out in case others had to park there too since the parking lot was full. Everything was going along well during our visit until 10:30 Sunday morning when housekeeping knocked on our door, opened it, and then slammed it back shut. We had a do not disturb sign on our door and the posted check out time of the hotel is noon. I called the front desk to inquire why housekeeping disturbed us and after they put me on a brief hold they said they were sorry it was a mistake. Well what had happened cannot be undone but I’m wondering if the housekeeping employee that day was untrained and didn’t understand what do not disturb signs and noon check out is supposed to mean or if she just wanted to get her rooms cleaned and get home on time. This almost exact same scenario happened at the HGI in Lexington KY Plaudit Place on Memorial Day weekend last month. In addition to slamming the door open and closed at 10:30AM as we were opening the door to walk out of our room at straight up noon the housekeeping staff was there knocking asking if we had a late check out. Another patron was leaving and said to us «Guess they wanna get outta here pretty bad huh? They just threw us out too.» We are currently Hilton Gold members and the only reason we stay at Hilton hotels is the perks of expedited check in and the HGI offers a noon check out. If we’re going to be harassed by the housekeeping staff at Hilton properties we can choose to stay somewhere else for half the cost and the same level of service. I will be posting this review of these properties on Trip Advisor and Unilocal to let other customers know that if they expect to have a nice relaxing trip out of town they need to plan to be out of their room 2 hours before check out or the housekeeping staff will go on the attack. Thank you.

It was unfortunate that during the time we had a business meeting in Lexington, that this was one of the few hotels that had enough rooms available for our group in the location we needed. The staff was adequate and friendly but DON’T let the Hilton name fool you! The rooms were not clean and smelled musty! Two of our party had to change rooms due to the lack of cleanliness. Even after we changed rooms. the sheets had to be changed before we could sleep. One of my coworkers found a dirty sock under the sheets when WE were remaking the beds! I would not recommend this facility unless it’s the very LAST room available in the area! And even then I would think twice now that I’ve stayed there my first and last time!

Not at all happy with the condition of the room. Door slams shut, can’t use latch on door! Low water pressure stains on TV stand. House keeping is good, bed sleeps well. No continental breakfast, breakfast that is offered is pricey!

This is the worst Hilton I have ever stayed at. The bathroom tile is falling off. The door closer has been taken off and slams into the other door. Told the front desk. Said oh well. The water pressure is really low. Hard to shower. Oh the bed did sleep well.

I am on the road two weeks out of the month and I stay at HGI’s 90% of the time. I always use Unilocal as a ruler to stay at a hotel because I trust the reviews. This was the first time I was fooled by Unilocal.This is in no way a 4 star hotel. It is old, musty and just plain dirty. Do not stay here until it is renovated. I understand it is getting renovated and I have never seen a hotel that needs it more than this one. Look, I know hotels. I spend half of my year in hotels. This is not a place I will return too… until after renovations.

Clean rooms and friendly staff. We did get locked out of the side door, our room card wouldn’t work. But still a pleasant stay. We will go back.

I’ve been frequently staying in this location over the past year and have finally made the decision to stay elsewhere when visiting Lexington.
I only stay in Hilton hotels and can say that this is comparatively a dump for a Garden Inn. The staff seems to turn over quickly and the customer service has depreciated because of it.
I was billed for a coworkers stay by accident and the initial response of the sales manager was to keep the charge on my card until I could wrangle my coworker and have them call and claim the charge-​not my job, or mistake.
I gave a couple months since then to return and upon returning, I was placed in a room that was dusty with some sort of white film on all the furniture, and stains in the carpet.
Drive an extra 5 – 10 miles for another location.

Honestly, I questioned if I were going to give this hotel a positive review, as our room took over an hour to get ready and an understaffed breakfast crew made for an almost a disastrous experience. However, these instances were eclipsed by the outstanding service and hospitality show to me and my family. Every reasonable request was completed quickly and efficiently and each staff member at the Hilton Garden Inn went above and beyond to make our stay enjoyable in spite of those shortcomings.
Believe me, service and hospitality are HUGE to me and my wife. That is why, in my opinion, they have earned this four star rating from me.

It’s a decent property, that is starting to show it’s age. The photos online show it a little cleaner than I found things. The pool area was not the cleanest either. I also found there was no hot tub listed as shown on the website and description. Having said all that, your not paying three hundred a night either. Overall it’s a big «meh» for me.

We stayed at the Hilton Garden Inn and it was OK. We’ve stayed at other properties, and found them a little nicer. The furniture had scratches on it in many places. The bathroom was clean, but there was some dirt gathered along the bathtub. The bed was semi-​comfortable, but the sheets and pillow cases felt sort of «scratchy». This may be from whatever product they use to do the laundry. The pillows were way too soft and flat for our liking, but as experienced travelers, we brought our own pillows. The staff was friendly and helpful, and we were able to get two adjoining rooms with no reservation. After a 15 hour drive, we were glad to stay there. Would stay there again, but I don’t think this property warrants a «5 star» rating.

Hilton Garden inn (HGI) properties are one of my go to brands when traveling — they are pretty consistent in terms of quality, cleanliness, comfort, and value.
I stayed here one evening. I had a spacious room, comfortable bed, free Wifi internet access, small refrigerator, flat panel HD TV (with limited HD channels), a desk to work at…
At check in, I received a coupon for two free bottles of water — not sure if they give this out to everyone or just members of their elite program.
I’ll definitely be staying at this HGI again when in town!

Awesome, I have become a fan of Hilton. It seems like they let you have more hot water than Marriott or Hyatt and they consistently have better water pressure. Seems kind of weird but I swear this theory is holding true.