Embassy Suites by Hilton Lexington/UK Coldstream

We had no maid service for several days, even after asking the front desk. One evening, while our group was standing in the lobby atrium, someone cleaning the 5th floor sprayed cleaner onto some of them from above. The response to complaints was a canned apology after the fact, with no effort to improve the stay. The employees seemed fed up with the renovation and didn't care, perhaps because they'd heard the complaints so long. A little better service could have made the construction easier to tolerate. There was dust throughout the hotel, and dangerous equipment was left out, including nail guns, ladders extending two stories, wet paint, and paint thinner. Drilling was still going on at 8:30pm, even after I asked whether it would stop before our kid's bedtime. Construction workers were staying in the hotel and came to breakfast very dirty. The renovations and property felt badly mismanaged. Our beds were hard. Outside, landscaping left a strong manure smell. The a/c broke one night, so we had to change rooms, and a power outage on our last day left our room pitch black, with no backup lights. There was also a sign saying the fire safety system wasn't working at all. I wonder if the fire marshal knows. I wouldn't want to leave pets in the room. At check-in, they took our card for incidentals but didn't ask if we had a car or mention parking charges. They still billed us $15 per day. I've never had a hotel say nothing about that. Save yourself and go to the Marriott across the street. I regret choosing this place.

The location and breakfast were good, and otherwise I had no complaints. Construction was happening, but the workers were just doing their jobs and weren't especially loud. The living room got quite warm, though, and the fridge didn't stay very cold, so I'm giving it 4 stars.

James, the front desk manager, reached out afterward, and we had a pleasant conversation that helped address my concerns. I appreciated his professionalism and follow-up, even though parts of what happened still stand. I'd stayed here before and had a good experience, which is why I came back. This visit was nowhere near the Hilton standard I expect. Glass doors were coming off their tracks, the drains didn't work, and there was no hot water. I specifically asked about the water at check-in because renovations were underway, and was told it was fine, just shut off for construction that day. We left very early and didn't even touch breakfast. Disgusted and disappointed.

The promised phone call never came. I emailed instead, and after several exchanges gave them three chances to make things right with additional points, but nothing worked out. The property is undergoing major reconstruction and has limited services. Shower water didn't work, the ice machines were out of order, and dust everywhere made the air quality poor. Staff seemed disgruntled and frustrated with the conditions. Breakfast wasn't the customary made-to-order meal, and was less than what you'd get at a Hampton Inn. Do not stay here.