Holiday Inn Express Lexington-sw (nicholasville) An Ihg

I had Jessica with my stay and she is so polite and helpful! I am absolutely astonished with how great the hotel and staff are! It’s very clean and everyone is so sweet! I would recommend this to anyone!

I had Jessica with my stay and she is so polite and helpful! I am absolutely astonished with how great the hotel and staff are! It’s very clean and everyone is so sweet! I would recommend this to anyone!

Clean room, kept up hotel, some work in progress 1st floor. Excellent breakfast service conscientious employees. Pool was comfortably warm.

Room had a musty smell I could not get ride of. Office chair had a suspicious stain, desk was wobbly, and tv stand/dresser was cracked. Positives: the breakfast service was good and the public areas of the hotel are undergoing renovations.

I called at the beginning of the month to check availably at the Holiday Inn express in Nicholasville, Ky (164 Imperial Way, Nicholasville, KY 40356) and arrived a few minutes after I was told they had a room to get the reservation and check in process completed. Upon entering the room, it smelled VERY strongly of smoke and I could not get the air conditioner to work. I went to the front desk within 5 minutes of being in the room to let her know and to get my room switched but they had no other availability so the woman at the desk (who was not Amy, she was very kind) said she would refund me the next day and I left and had to get a room at a different hotel. I called the next day and the manager Amy was extremely rude and unprofessional saying she had to come in after my departure and that she smelled no smoke in the room as if I was lying and only offered a 50% refund because they were booked to capacity and she could not rent that room. When I expressed my frustration with that she got hateful and in a condescending way said, she would not refund me at all if I wasn 't happy with that . I have spent countless times on the phone with Holiday inn guest relations department to open a case and try to resolve this issue. However, I called again today and the manager Amy told them they have refunded me yet I have kept up with my bank every day and confirmed with them that the refund has still never been issued!!!! No matter what verification I gave about not receiving the refund, I was told by guest relations that they have to go with what Amy has noted and there was nothing further they could do. So there is no customer service or resolution to this issue!?!? They have taken my money and upon not being satisfied with the room instead of correct procedure the manager was rude, unprofessional and has withheld any refund. Why would someone go and spent almost $300 on a hotel room for it to stink terribly and then be treated as if they are nothing and disrespected by management when expressing frustration to the outcome. This is criminal and unacceptable.