Hotel Group: Hyatt Hotels
Hotel Category: Category 2
Hotel Status: Globalist
Booking Type: Points Booking
Room Type: Deluxe Suite
Date of Stay: January 2018
The Hyatt Regency is the only hotel that has exclusive access to the Lexington Center and Rupp Area which makes it an ideal location if you’re catching a UK men’s basketball game. Its downtown location is in close proximity to some of Lexington’s best restaurants and rooms on the North side of the hotel boasts views of historic Triangle Park.
The hotel has 366 rooms with six suites, an indoor heated pool, fitness center, one restaurant, a business center, and a free airport shuttle. Valet parking is $20 and self-parking is free.
I’ve read reports that the hotel just completed a multi-million-dollar renovation back in 2016, but I’m going to assume that it wasn’t on the rooms because I felt the rooms showed a lot of wear and tear.
This hotel is a Category 2 Hyatt, only requiring 8,000 Hyatt points per night. Instead of paying cash, I ended up redeeming points for my stay and applied a suite upgrade at the time of booking. I was upgraded to a Deluxe Suite which was going for $407.46.
If we are counting the price of the suite, I was able to get just over five cents per point which is strong for Hyatt properties.
I checked in around 1pm and was informed the room wasn’t ready. The normal check-in time is 4pm so I knew there was a good chance my room wouldn’t be prepared yet. I ended up hanging out at the bar for about an hour. At 2pm I went back to the reception desk and was told the room was ready. The check-in process was very informal. I wasn’t explained elite benefits until I asked and wasn’t told where things were until I asked about the pool and gym. Nonetheless, the check-in process took about 2 minutes, and I was off to the room.
My suite was 301, which is called the Bourbon Suite. It’s actually the biggest room they have in the hotel. The entryway leads to a small dining room with the living room to the right and on the left, leading to the bedroom, there is a modest kitchenette in the hallway.
The living room was large with a comfortable sofa and two chairs. The TV hanging on the wall is 48in. I didn’t turn the TV on during my stay, but it was nice to see they had the Golf Channel.
The kitchenette was of adequate size with a full-size refrigerator, stove top, microwave, toaster, and sink. It was nice they had a Nespresso machine instead of a cheap coffee machine. I think these are only in the suites, but I may be wrong.
At the end of the hallway is the bedroom with a king bed, dresser, work desk, and TV.
The king was soft with plush pillows. I liked that the pillows weren’t all the same. There were two semi firm pillows and two soft. Both nightstands had easy access to outlets at the base of the lamps.
The wi-fi was about as good as you’ll see at any hotel.
The laundry price list was located in the closet. The prices were reasonable compared to prices I’ve seen at other hotels.
You would think for this being the biggest and arguably the best room in the hotel you would have great views, but I was shocked at how bad they were. This might be the worst I have ever had in a hotel. Both the bedroom views and the living room views were equally bad.
There is only one bathroom, which is close to the bedroom. It was pretty standard with a standup shower. There wasn’t a robe in the room when I arrived so I called down for one and they brought up a pitiful excuse for a robe. It was too small, and the material was far from being high quality.
The toiletries were your normal Hyatt branded, KenetMD, and the hairdryer was an Andis Ceramic Ionic 1875. Between the robe, hairdryer and soaps there was nothing to get excited about.
The fitness center is located on the first floor behind the restaurant. There were several cardio and weight machines alongside some free weights and a few exercise balls. For a hotel that has 366 rooms, the fitness area was small, but I thought they maximized the space really well.
The indoor heated pool is located next to the fitness center. The deepest end is 4ft 6in making it ideal for kids. Just outside the pool is a sundeck which is nice for those warm Kentucky summer days.
BlueFire Bar & Grill is located just to the right after entering the hotel. It serves breakfast, lunch and dinner.
As a Globalist member, I was given a certificate for either a free breakfast buffet or an a la carte breakfast item. I find it strange that they say breakfast hours end at 9am on the certificate, but the website says 11am. I didn’t have breakfast at the restaurant, so I never confirmed with them about this. It would be disappointing if they limited Globalist to only getting free breakfast until 9am if they were open until 11am.
They only things I had at the bar were a couple of drinks, so I can’t comment about the food but the bartender Brandon was one of the best employees I communicated with during my stay.
Here’s a sample of the room service menus and the BlueFire menus.
The business center is located just past the reception desk. There are two desktop computers with one printer, not much more to say than that.
I’m giving service 5/10. I’ll start with housekeeping. The alarm clock on the nightstand had noticeable dust on it. You could tell it hadn’t been wiped off in quite some time. Furthermore, the vent in the bathroom was extremely dusty. I’m sure it has never been cleaned. If they miss things like this, I don’t even want to think about all the other things they don’t do while cleaning the room.
During my checkout, I noticed I had valet charges on my bill. Being a Globalist and booking with points one of the benefits is getting free parking, whether it be valet or self-parking. The front-desk agent told me that wasn’t true, so I asked if we could speak with someone else who knows the Hyatt benefits. After she talked to another associate she came back and said, “Ok, I’ll take it off, and we’ll just charge Hyatt, they’ll pay for it.” I still don’t think she believed me, but she just didn’t want to go back and forth. It’s a shame when a guest knows hotel policy better than front desk agents. I don’t necessarily blame her. It’s more of a lack in leadership by management to properly train their employees. Finally, after about a week and a half, I looked at my credit card statement and saw they charged me an extra $106. I assume this is what they charged Hyatt for my point’s booking but instead of charging Hyatt, they just billed me. I had to call and talk to accounting about this to have it removed. Thankfully, I’m used to hotels screwing up the final bill, so I’m always checking it after I leave hotels. Stuff like this should never happen, but you’d be surprised at how often it does. It is pure laziness by the hotel staff if everything is not right.
I’ve always wondered why this Hyatt Regency is a Category 2, but after staying here I now know why. The staff and service are not great. The hotel has visible wear and tear even though they had a renovation two years ago, and the overall ambience of the room was dull. I was actually excited to stay here, but by the time I checked out I couldn’t wait to leave. Unless I see or read about positive changes to this property, there is NO WAY I would recommend this hotel to anyone.
Have you stayed here, what are your thought on the property?