Hampton Inn Lexington South-Keeneland/Airport

I was caught in Ohio because of a snowstorm I hadn't known about, less than 24 hours before my reservation. I called and texted many times asking for a partial refund or to move my stay to another date, but they said no each time and wouldn't refund me. They showed no compassion or empathy for my situation, even though they could have made it right. This was very rude. I won't stay here or recommend the hotel.

The location and service were good, but the rooms need updating. The main issue is that there's no shuttle, even though the hotel's name includes airport. That's wild. Take airport out of the name.

I travel a lot and usually choose Hilton because the properties are fairly consistent and feel familiar. Lexington missed or overlooked a few things, but the customer service was outstanding. Kiersten was one of the best front desk staff I've ever had help me. She really cares about customers and is a tremendous asset to the Hilton Family. I'd give her six stars.

The shower had mold starting to appear, and a drawer kept sliding into the walkway. Breakfast on Saturday was terrible, with very little choice and cold hot food, and the attendant wasn't friendly at all. I checked in at 11:59 a.m. and was charged a $20 early check-in fee. The front desk said the fee before noon was $50, but she'd waive $30. I couldn't find any mention of this on the website or our confirmation.