I was traveling to Lexington for business and had a 2-night stay. The Residence Inn is in a great location and has a beautiful lobby that was great to meet colleagues and socalize or work. The rooms were spacious and updated, with good beds. But the highlight was Curtis in the breakfast area. He was so helpful, checking in politely with each guest and even offered to have valet bring cars around while guests were eating. I told him how friendly he was and it really made everyone's morning better. He said, ”I'm in hospitality, and my job is to make each guest's day better however I can.” The whole staff was helpful, but Curtis especially was so kind and stood out to many of those who travel for business regularly.
We arrived to the hotel at 11 pm. Doors were locked. Rang the buzzer. Nobody at the front desk. Another couple. Are in after us. They said they had been calling for an hour and no answer. I called and could hear the phone ringing. Nobody there. Finally after multiple calls and buzzer ringing a woman sauntered casually up to the desk and let us in. She was in no hurry. Zero apology. When we got to our room, it was security locked from the inside like someone was already in there. So we had to go back to the desk to get another room. We were told breakfast was 7-10. When we came down to check out there was an unprofessional woman at the desk eating her breakfast from a styrofoam box that never greeted us. Finally I asked where the breakfast was and she looked at me and said it’s not complimentary, you have to order it but wouldn’t tell us where. Like she couldn’t be bothered. So two front desk women who suck at customer service and unapologetically so. Aside from that, the room was clean and comfy. Someone needs to do some desk training. Never welcomed. Never thanked.
We stayed here to break up our trip back from Knoxville to Pittsburgh. Not many people here on a Sunday night as this is primarily a business hotel and interstate traveler hotel. Check in was easy at around 7:00 pm as we were the only ones at the desk. No upgrade to a suite for our SPG Gold status as were told that their larger rooms were being remodeled. No problem as we were staying just that night and leaving early in the morning. Lobby area was clean and looked like it might be under remodel as well. Upon entering our room we found everything in order and clean. No complaints at all. As we a had a couple of hours, we headed down to the bar to see if we could get something to eat & drink. The bar/restaurant area was completely empty except for the bartender who was getting an order ready for room delivery. We ordered a couple of drinks and some wings, tossed salad and desert. The bartender (sorry, I can't remember her name) was very attentive and seemed glad she had some customers. The Kentucky Bourbon Barrel beer on tap that she suggested was excellent as was the ”fruity” drink that she made for my wife. Very nice. The bed was very comfortable and we got a good nights sleep. In the morning we used the shower which was clean and worked well. Typical 4 points standard which we like. We immediately checked out after packing so that we could get on the road. As always, I took photos as we entered the room which I have uploaded here. Do not hesitate to stay here as it was just what we needed for a short overnighter.
NNate T1) Staff was excellent When we arrived I was greeted promptly and with respect. Almost as if he was happy to see me. He was kind and attentive. It was refreshing. 2) Our room was nice Desk chair was worn at the head rest The front light cover was cracked The bathroom was nice. Definitely showed signs up an upgrade. The room looked and felt clean 3) The pool was fun. No whirlpool. The temperature was good. And it was clean and kept up well 4) Breakfast The food tasted good. It had good flavored and looked appetizing and appealing. The staff were very accommodating. She even left the door open as it was after breakfast time, until everyone was done eating.
As soon as we walked into our room, there was what looked like a cockraach on the bathroom floor. We asked if we could switch rooms, they said they were fully booked but would see what they could do. We got to a new room. You could definitely tell the floor wasn't vacuumed. There was also another bug, but at least it was dead. Our table wasnt clean. As we were getting ready for bed and went to plug in our phones, we noticed several pumpkin seeds behind our bed, that had been there for a while. When we took showers the next morning 2 of our towels were stained. At checkout, I told the lady about how badly our room needed vacuumed, especially behind the bed. She says housekeeping knows. If they know, how come it wasn't done!? Needless to say we won't be staying here again. We had family members staying here too and they also had issues with their room as well.