Lobby

Reviews of Embassy Suites by Hilton Lexington/UK Coldstream

3.5 out of 5
Embassy Suites by Hilton Lexington/UK Coldstream
1801 Newtown Pike, Lexington, KY

Reviews

8.6

Excellent

Rating 10 - Excellent. 595 out of 1000 reviews" "
Rating 8 - Good. 187 out of 1000 reviews" "
Rating 6 - Okay. 100 out of 1000 reviews" "
Rating 4 - Poor. 67 out of 1000 reviews" "
Rating 2 - Terrible. 51 out of 1000 reviews" "

8.6/10

Cleanliness

9.0/10

Staff & service

8.6/10

Amenities

8.4/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

10/10 Excellent

Greg

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
very good breakfast as always with a very wide selection of foods.
Stayed 1 night in Jan 2024
Response from GM on 23 Apr 2024
Dear Greg, It is wonderful to hear that you enjoyed your stay as well as our ample breakfast. Thank you for choosing to join us and leaving us feedback. Please visit us again soon! Best, David Smith, GM

10/10 Excellent

Sonja

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We ordered food and 2 of us got our meals. 30 mins later my daughter got her food.
Stayed 1 night in Apr 2024
Response from GM on 16 Apr 2024
Dear Sonja, We are sorry to hear the details of your dining experience and have taken note of your feedback. We are appreciative that you chose our hotel and hope to welcome you again for a flawless experience. Sincerely, David Smith, GM

10/10 Excellent

Hal

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Everyone & everything was great!
Stayed 2 nights in Apr 2024
Response from GM on 15 Apr 2024
Dear Hal, Thank you for your wonderful review of our Embassy Suites! We were honored to have you as our guest and glad to hear that you enjoyed your stay with us. Your feedback means a lot to us and we hope to have the pleasure of welcoming you again the next time you visit our town! Best, David Smith, GM

10/10 Excellent

Rhonda

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
We enjoyed our stay. The A/C in our room wasn’t very cool. We turned it down and it never got better so that was the only downfall
Stayed 1 night in Apr 2024
Response from GM on 22 Apr 2024
Dear Rhonda, We appreciate your choosing us and are glad you enjoyed your visit. Your comments, which highlight our successes and areas for improvement, are welcomed as they foster change for the better. Thank you for taking the time to share your review. Best, David Smith, GM

6/10 Okay

Shannon

Liked: Cleanliness, staff & service
This location is very dated. It needs a serious renovation. There was an odor as we entered, I'm thinking that it was the very old carpet. I rented a suite, and it was supposed to have 2 queen beds they were barely a full size. The location was perfect and convenient to almost everything. The staff was very professional and nice.
Stayed 2 nights in Apr 2024
Response from GM on 13 Apr 2024
Dear Shannon, While I am pleased to hear that you found our perfect location and professional staff to be the highlights of your stay, I apologize that you didn't have much else that stood out as a positive. We strive to exceed our guests' expectations and I regret that we fell short. Thank you for taking the time to share this review and for being our valued guest. We hope you will give us another chance in the future as I know we are better than what you experienced. Sincerely, David Smith, GM

4/10 Poor

Micean

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Stayed 1 night in Apr 2024
Response from GM on 10 Apr 2024
Dear Micean, We apologize for failing to provide you with a pleasant stay during your visit. We value your feedback and look forward to the chance to enhance your experience on your next trip. Thank you for choosing to stay with us. Sincerely, David Smith, GM

10/10 Excellent

Larry

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great breakfast and nice social activity
Stayed 2 nights in Apr 2024
Response from GM on 8 Apr 2024
Dear Larry, Thank you for allowing us the pleasure of hosting you! We appreciate your feedback and your positive review. We hope to see you back anytime you return to the area. Best, David Smith, GM

6/10 Okay

Alfredo

Business traveller
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Hotel in general was good. Unfortunately shower curtain and several other areas in the room have mold.
Stayed 2 nights in Apr 2024
Response from GM on 8 Apr 2024
Dear Alfredo, We're glad to hear from you and appreciate your review. I'm delighted you enjoyed your stay overall. My apologies regarding our cleanliness oversights; I have taken note. Sincere feedback like yours allows us to impact future guest experiences positively. Sincerely, David Smith, GM

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024

10/10 Excellent

Alison

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room itself was nice, but the common areas were beautiful! We also enjoyed the happy hour and breakfast buffet. All of the staff were pleasant and helpful; we really enjoyed ourvstay and would definitely stay again.
Stayed 1 night in Mar 2024
Response from GM on 3 Apr 2024
Dear Alison, It's great to hear that you had a wonderful experience with us and that you would like to stay with us again! I will make sure to share your kind feedback with the entire staff. We all work hard to ensure that our guests feel comfortable and happy during their stay. Thank you for choosing us, and we hope to welcome you back soon. Best, David Smith, GM

8/10 Good

Matthew

Liked: Cleanliness, staff & service, property conditions & facilities
Great hotel
Stayed 3 nights in Mar 2024
Response from GM on 4 Apr 2024
Dear Matthew, We appreciate your review and recommendation. I'm delighted to know you found your stay to be top-notch. Please find a reason to visit us again soon. Best, David Smith, GM

6/10 Okay

Charlotte, Gastonia

Travelled with partner
Liked: Amenities
Tables in eating area were sticky. Room temperature was too warm. We couldn’t adjust the thermostat to our liking. Room was stuffy and made sleeping uncomfortable.
Stayed 1 night in Mar 2024
Response from GM on 3 Apr 2024
Dear Charlotte, We are very sorry that you experienced issues with temperature control and that it interrupted the comfort of your sleep. Your time in sharing candid feedback is appreciated and reviewed by us to continually foster improvements. For this reason, we hope that you might consider a return visit. We'd love another opportunity to show you that we care about you and your stay. Sincerely, David Smith, GM

10/10 Excellent

Mark

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Hotel is right off the highway and easy access. Lobby is quiet and rooms are clean
Stayed 1 night in Mar 2024
Response from GM on 30 Mar 2024
Dear Mark, Thank you for taking the time to share your kind and informative review. We're happy to know you came away completely satisfied with your experience and we're pleased to have your commendation. We look forward to welcoming you back for another pleasurable stay soon. Best, David Smith, GM

10/10 Excellent

Tenera

Liked: Cleanliness, staff & service, property conditions & facilities
The Embassy was a nice hotel for passing through Lexington to Tennessee. The breakfast buffet was really good and environment safe and comfortable. Enjoyed our stay
Stayed 2 nights in Mar 2024
Response from GM on 26 Mar 2024
Dear Tenera, We are happy to hear from you and value your kind review. It is encouraging to know that your stay was enjoyable; we work hard to provide a pleasant experience. Your comments are welcomed, and we appreciate being a part of your trip! Best, David Smith, GM

6/10 Okay

Paul

Travelled with family, Travelled with family and small children
Liked: Staff & service, amenities
Disliked: Property conditions & facilities
Fold out bed was not usable. Children had to sleep in chairs
Stayed 1 night in Mar 2024
Response from GM on 8 Mar 2024
Dear Paul, Please accept my sincere apologies for your experience. Rest assured, your feedback has been shared with our team, and this issue has been remedied. I regret it was not in time to provide you with the exceptional stay you deserve; please forgive us. We would be truly grateful for another opportunity to deliver a flawless experience in the future. Sincerely, David Smith GM

10/10 Excellent

Ann

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice spacious rooms, clean. Friendly staff throughout and nice breakfast. We always stay here on our trips south
Stayed 1 night in Mar 2024
Response from GM on 7 Mar 2024
Dear Ann, Welcome back and thank you for sharing your review of another wonderful stay at our hotel. I am glad our staff and accommodations as well as our breakfast continue to exceed your expectations. Thank you for your patronage, and we hope you look forward to your next stay with us as much as we do. Best, David Smith GM

10/10 Excellent

Toya

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was nice. Rooms were very clean. I liked the clean smell when you walk into the hotel. The inside was beautiful.
Stayed 3 nights in Feb 2024
Response from GM on 6 Mar 2024
Dear Toya, It sounds like you had a great experience during your recent stay at Embassy Suites by Hilton! We appreciate your patronage and thank you for taking the time to leave a positive review. Your recommendation is very valuable to us and helps our staff and other travelers know that they can expect a great stay here. We hope to see you again soon! Best, David Smith GM

10/10 Excellent

Brandie

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Easy check in. Beautiful hotel. Smelled clean.
Stayed 1 night in Feb 2024
Response from GM on 29 Feb 2024
Dear Brandie, Nothing but positives during your recent stay at Embassy Suites by Hilton? Fantastic! We can't thank you enough for your patronage and kind review. Your excellent recommendation lets our staff and other travelers know that guests can count on a great stay here. Please come back soon! Best, David Smith GM

10/10 Excellent

Beth, Lexington

Stayed 1 night in Feb 2024

10/10 Excellent

jeanne

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Easy check in. Rather perplexed on $15 parking charge. Lot for parking is massive and self parking. Managers reception was nice. A cold beer after traveling was appreciated. No “snacks” Small display was gone after 45 minutes. Overall facility is nice but dated. Music from the bar area was disturbing and heard in our room on the 3rd floor until midnight. Overall adequate stay
Stayed 1 night in Feb 2024
Response from GM on 26 Feb 2024
Dear jeanne, We appreciate you taking the time to share your experience with us. We love hearing that your stay was enjoyable. Our associates work to provide a pleasant stay to become your hotel of choice when in the area. Your feedback, which highlights our successes and areas for improvement, helps us to achieve that goal. We look forward to your return trip. Best, David Smith GM

4/10 Poor

Jeremy

Travelled with family, Business traveller
Disliked: Amenities
The property is well maintained.
Stayed 1 night in Feb 2024
Response from GM on 25 Feb 2024
Dear Jeremy, We were delighted to host you as our guest and apologize if your visit did not meet your expectations. We look forward to welcoming you again as we are committed to delivering a more favorable experience upon your return. Sincerely, David SmithGM

8/10 Good

Mackenzie

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
When I pulled up to the property, it looked amazing. As soon as I got inside, it looked like I walked into a huge mall which looked awesome. The concierge was very helpful and as soon I got to my room, I loved how I didn’t have to insert my card, it was a tap. The room was huge which was awesome but one thing that was out of place was one of the lamps had a burned out bulb. It was in the bedroom. Overall, great stay!!
Stayed 1 night in Feb 2024
Response from GM on 22 Feb 2024
Dear Mackenzie, Making guests happy makes our staff happy! It is wonderful to hear that you had a great experience and enjoyed every aspect of your stay at our Embassy Suites by Hilton. Thank you for sharing this kind review, and please come back to see us anytime we can be of service. Best, David Smith GM

10/10 Excellent

Jim

Liked: Cleanliness, property conditions & facilities
Lack of help in Restaurant / Bar area for social hour. Bar tender struggled taking orders and bar tending. A lot of products not available. Hotel rooms and staff at front desk were fine. Morning breakfast ?? Omelet line was extremely slow so I moved to the self serve line. Eggs were tasteless and of course no hot sauce to spice up the fruit was fine and baked goods. Folgers Coffee??
Stayed 1 night in Feb 2024
Response from GM on 21 Feb 2024
Dear Jim, We apologize for falling short during your stay and regret the inconvenience caused by issues with our social hour and breakfast. All reviews are carefully assessed to ensure the highest quality of service. We hope to welcome you again for a WOW experience. Sincerely, David Smith GM

8/10 Good

Jose

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pool looked a bit cloudy. Didn't seem like the water was very clean.
Stayed 2 nights in Feb 2024
Response from GM on 20 Feb 2024
Dear Jose, We appreciate you taking the time to let us know you enjoyed your stay. Thank you for your kind review, areas for improvement, and for choosing our hotel. Please visit us again soon. Best, David Smith GM

10/10 Excellent

stewart

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great breakfast
Stayed 1 night in Feb 2024
Response from GM on 19 Feb 2024
Dear stewart, It is wonderful to hear that you enjoyed your stay as well as our breakfast. Thank you for choosing to join us and leaving us feedback. Please visit us again soon! Best, David Smith GM

10/10 Excellent

Mike

Liked: Cleanliness, staff & service, property conditions & facilities
Parking fee should be included in the listed price
Stayed 1 night in Feb 2024
Response from GM on 11 Feb 2024
Dear Mike, Thank you for taking the time to write. I am thrilled to know you enjoyed your stay. I appreciate your honest feedback regarding our parking. In an effort to keep our rates as competitive as possible, we separate out our parking fee, rather than add it to our room rate, to accommodate our guests without vehicles. As our valued guest, I hope that you will allow us the opportunity to host you again in the future. Best, David Smith GM

10/10 Excellent

Sharon

Liked: Cleanliness, staff & service, property conditions & facilities
It was beautiful. The balconies, the water, the lights.
Stayed 1 night in Jan 2024
Response from GM on 29 Jan 2024
Dear Sharon, It is wonderful to hear that staying at our hotel exceeded your expectations. Thank you so much for being our valued guest and taking the time to share this tremendous account of your experience. We appreciate your kind words and look forward to your return. Best, David Smith GM

8/10 Good

Meesha

Travelled with family
Liked: Cleanliness, property conditions & facilities
We checked in at the hotel at 1 a.m. and asked the staff to give us extra 1 hr next morning to check out & they refused. We felt disappointed with the service so gave 3 stars. 😞
Stayed 1 night in Jan 2024
Response from GM on 29 Jan 2024
Dear Meesha, I’m terribly sorry for your recent experience; we certainly did not want to leave you with a poor impression. We do our very best to accommodate special requests such as late check-outs, but we only have so many available. I’m sorry we disappointed you. We value your business and hope to host you again upon your return. Sincerely, David Smith GM

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, property conditions & facilities
Absolutely beautiful!
Stayed 1 night in Jan 2024
Response from GM on 29 Jan 2024
Dear Julie, We are thrilled to hear that you had a first-rate experience at our Embassy Suites by Hilton. I can assure you that hosting you was our pleasure, and we hope to welcome you back again soon. Thank you for choosing us! Best, David Smith GM

10/10 Excellent

Graca, Lexington

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice place
Stayed 1 night in Jan 2024
Response from GM on 28 Jan 2024
Dear Graca, Thank you for taking the time to share your positive review. We are delighted to know you enjoyed your stay! On behalf of the entire team, thank you for choosing us, and please visit again soon. Best, David Smith GM

10/10 Excellent

Jodi

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from GM on 29 Jan 2024
Dear Jodi, It was our pleasure hosting you, and we look forward to a return visit. Thank you for choosing us. Best, David Smith GM

10/10 Excellent

Daquan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from GM on 23 Jan 2024
Dear Daquan, Thank you for your patronage. We are so happy to know you enjoyed your stay. Please visit again soon. Best, David Smith General Manager

4/10 Poor

Liana

Travelled with family and small children
Liked: Amenities
Disliked: Cleanliness, staff & service
Received terrible customer service from am employees. We asked for a little extra time to check out because we had just woke up. We were told they had reached their limit for late checkouts. We didn’t want a late checkout we just needed a couple more mins to get our items packed. My husband then went up and tried to explain the situation because he thought there misunderstood what I said. He was threatened with police assistance out of the room if we were still there at checkout time. I’m so very upset. I’ve visited this hotel on many occasions on top of plenty other Hilton hotels and never have been treated in this manner. I doubt we will be back.
Stayed 1 night in Jan 2024
Response from GM on 22 Jan 2024
Dear Liana, I appreciate your feedback regarding the staff. Please accept my sincere apology that you felt you were not treated in a friendly and hospitable manner. That is different from how we want to present ourselves to our guests and your comments will be instrumental in the training and education of our team members. Thank you for staying with us and I hope you will consider coming back. Sincerely, David SmithGeneral Manager

10/10 Excellent

Brett

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from GM on 23 Jan 2024
Dear Brett, Thank you for your time in sharing your kind review, and please visit us again. Best, David Smith General Manager

10/10 Excellent

Tammy, apopka

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from GM on 23 Jan 2024
Dear Tammy, Thank you for taking the time to write a review. I’m pleased to learn that your stay was enjoyable. We appreciate your 10/10 review and humbly request a return visit. Best, David Smith General Manager

10/10 Excellent

David

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from GM on 23 Jan 2024
Dear David, We're happy to hear from you! It's great to know that you enjoyed your stay. Please plan to visit us again the next time you travel to the area. Best, David Smith General Manager

10/10 Excellent

Jacalyn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay!
Traveled to Lexington from the Sourh. Stayed on New Years Eve. The hotel was so nice and decorated for the holiday!! 🎄🎉 Will definitely stay again when in Lexington!!
Stayed 1 night in Dec 2023
Response from GM on 9 Jan 2024
Dear Jacalyn,It is wonderful to hear that your experience was so great that you would stay with us again! I will pass your kind feedback along to the entire staff, as our team here works hard to make our guests feel comfortable. Thank you for your patronage, and please come back soon.Best,David SmithGeneral Manager

8/10 Good

Hannah

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice setting and nice open atrium. My only complaint is the lines for drinks during the free Happy Hour and for the omlet station the next morning. Our visit may have been affected by the number of guests for a nearby concert AND New Years Eve.
Stayed 1 night in Dec 2023
Response from GM on 9 Jan 2024
Dear Hannah,While it wasn't without some flaws, I am glad to hear that your stay was pleasant. Thank you so much for taking the time to share these kind words with other potential travelers and us. We hope you will consider a return trip for a flawless experience next time.Best,David SmithGeneral Manager

8/10 Good

Quintisa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Comfortable. Breakfast service was the best
Stayed 2 nights in Dec 2023
Response from GM on 9 Jan 2024
Dear Quintisa,Your comfort is our top priority, so it’s wonderful to know your stay was pleasant! We enjoy hearing that you appreciated our fame-worthy breakfast! I look forward to sharing your compliments and hope we can welcome you again soon.Best,David SmithGeneral Manager

10/10 Excellent

Henry

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from GM on 11 Jan 2024
Dear Henry,Thank you for your time in sharing your kind review, and please visit us again.Best,David SmithGeneral Manager

8/10 Good

Ebonee

Travelled with family
Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Dec 2023

10/10 Excellent

Michael

Travelled with family and small children
Liked: Staff & service, amenities
Very nice place with great staff, food and services. Only bad things I noticed that does need to be addressed would be it was a little dusty, the bathroom fan did not work and the window in the room was building up moisture causing mold spots on the window sill in our room. Overall a very nice place to stay.
Stayed 1 night in Dec 2023
Response from GM on 1 Jan 2024
Dear Michael,I'm thrilled to learn we were well suited to your travel needs; thanks for taking the time to share your experience. Along with providing us with areas of opportunity, your feedback serves as encouragement to our associates. Thank you for choosing us and we hope to see you again for a flawless experience.Best,David SmithGeneral Manager

10/10 Excellent

Sandra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from GM on 1 Jan 2024
Dear Sandra,We strive to provide our guests with exceptional service that keeps them returning to our Hotel, so it is great to hear you enjoyed your stay. Thank you for your support!Best,David SmithGeneral Manager

10/10 Excellent

Laura

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from GM on 1 Jan 2024
Dear Laura,What a great star rating! We are thrilled anytime a guest reports that nothing about their stay could have been better. We appreciate your business and the fact you took the time to share this. Please come again soon.Best,David SmithGeneral Manager

10/10 Excellent

Steve

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023

10/10 Excellent

Kelly

Stayed 2 nights in Dec 2023

10/10 Excellent

Pearl

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I came for a holiday party and had a great time. I love my family get togethers Merry Christmas.
Stayed 1 night in Dec 2023
Response from GM on 23 Dec 2023
Dear Pearl,We are happy to hear from you and are delighted to know you had a 5-star experience with us. It was a pleasure to host you; please visit us again soon.Best,David SmithGeneral Manager

10/10 Excellent

George

Travelled with family and small children
Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
The staff were all very friendly. When we checked in there were some things that made me feel like the room wasn’t sufficiently cleaned. The first thing is my 6 year old grandson found a rolled up wad of gum in the chair in the bedroom and proceeded to pick it up and bring it to me. 2. Maybe the drawer on the night stand was stained but when I opened it looking for a menu for room service it looked so dirty I didn’t want to touch it. 3. I tried, unsuccessfully for 20 min to get a menu or in room dining options. When I called the number it would ring once then go to a busy signal. I called the front desk who informed me that I couldn’t get a menu by scanning the scan in the living room but I could in the bedroom. It didn’t happen and because my family and I thought this was an option they had gone out and I was left unable to get food. I am disabled and did not feel comfortable even with my walker coming downstairs alone. And 4, we did not discover we had no shampoo or conditioner till my granddaughter showered and wet her hair, but on a great note ~ it was delivered to our door within 10 min of me calling the front desk. Your hotel is absolutely beautiful. Every single staff person was professional, efficient, and kind and your made to order breakfast was the best breakfast I’ve had in any hotel Thank you Sincerely, Mona Baker
Stayed 1 night in Dec 2023
Response from GM on 18 Dec 2023
Dear George,We appreciate you taking the time to share your experience with us. We love hearing that your stay was enjoyable. Our associates work to provide a pleasant stay to become your hotel of choice when in the area. Your feedback, which highlights our successes and areas for improvement, helps us to achieve that goal. We look forward to your return trip.Best,David SmithGeneral Manager

10/10 Excellent

Angi

Stayed 1 night in Dec 2023

10/10 Excellent

Jamieson

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Dec 2023