Hilton Garden Inn Lexington

Wonderful
Traveller Type: young couple
  : no hot tub

Very Poor
Traveller Type: solo traveller
  : I am writing this review after patiently trying to resolve my issue directly with the hotel, then Hilton Honors, then Booking.com. Traveling with my dog alone...have paperwork from both Hilton and Booking.com (knowing I'm traveling with my dog) that mentioned only a security deposit, but nothing about a $75 Pet Fee, which I was charged for upon check-in. When I questioned it, the desk person could not help me and there was no manager on-site. I had to sign paperwork for it, and then called Hilton Honors when I got to my room. After presenting all of the paperwork reading "the total price of your stay" without listing any additional fees--the hotel would not refund the pet fee stating "she signed the paperwork when she checked in". I am traveling alone, with a pet, it's late afternoon--I'm tired. There is no way I would leave a hotel and try to find something else last minute. I have a letter stating my dog is a support pet, but it was for specific use and I know how many people misuse that privelage. I offered it as a way to win-win, but was told they don't accept those letters. I was outside my window to cancel, so I had no choice. The room, the construction, being told an exit wasn't usable when it was--being given a handicap room with a shower and no bathtub--that all just compiled the bad taste in my mouth. This room and this hotel is not worth $200 a night--nor is that in my budget. Nor was the $75! I can't even remember when or if I've taken the time to write a negative review. But this entire experience was the opposite of customer care. The sign on the desk that says they are committed to your stay is not what happens when you have a real issue. The paperwork states the $50.00 security deposit--then, in fact, it should also state there is a $75 pet fee. I simply cannot be the first guest to experience this upon check in.

Wonderful
Traveller Type: family with young children