Staybridge Suites Lexington - University Area by IHG

Reviews

• LL

  Limitless Media Consulting LLC

  Oct 1, 2026
  1.0
  ★☆☆☆☆ — A billing dispute handled with intimidation instead of professionalism. My experience at Staybridge Suites in Lexington, Kentucky, left me feeling uncomfortable, embarrassed, and extremely disappointed. What should have been a straightforward check-in became a confrontation over a $220 balance associated with a reservation at another hotel—a reservation that was not in my name. Before arriving here, I had been staying at a nearby property as a guest on a friend’s reservation. That friend is a Hilton Honors Lifetime Diamond member, and the reservation and card on file were under their name. We stayed for two days and received an extension. When it was time to leave, I checked out believing everything was handled. I then booked and paid for a separate reservation in my own name at Staybridge Suites, just a short distance away. I subsequently learned that the two properties were apparently affiliated. After accepting payment for my new reservation, staff confronted me about an alleged outstanding $220 balance at the previous property. I explained that the previous reservation belonged to someone else, that I had been there as their guest, and that the reservation holder’s card was on file. I did not understand why a balance remained or why staff were treating it as my personal responsibility. Those were reasonable questions that deserved a clear, professional explanation. Instead, the situation escalated to police involvement. Three police officers responded to the building after staff stated that they felt threatened. Having a billing issue turn into that kind of scene was deeply upsetting, especially after I had already paid to stay at this property under my own reservation. The employee I dealt with, Nathan Monfett, was visibly shaking and used profanity during the interaction. In my experience, his conduct was confrontational and disrespectful. I felt intimidated rather than assisted, and the way the situation was handled made me uncomfortable staying there. I understand that hotels need to resolve outstanding charges. My complaint is about how staff approached this situation: confronting a guest over another person’s reservation, failing to give me a clear explanation that addressed my questions, and escalating the encounter in a way that felt completely disproportionate to the billing issue being discussed. If there was an unresolved charge at the previous hotel, I would have expected staff to review the reservation, explain the charge, and communicate with the reservation holder about the card on file. I would also have expected any issue affecting my ability to stay at this hotel to be addressed before accepting payment for my new booking. I only visit the area once or twice a year, and this experience has changed where I will choose to stay. Professionalism matters most when there is a problem, and I did not feel I received it here. Based on how I was treated, I will not return to this Staybridge Suites. I would encourage prospective guests to take this experience into consideration, particularly when it comes to how staff handle billing questions and disagreements.
• AH

  Ashley Hogan

  Sep 28, 2026
  2.0
  Customer service is great. Breakfast is okay. Rooms are clean. Pool is fine. I made the reservation for three - set of two towels was provided. I let the front desk know. So I got three towels but they took the washcloths from the shower and only left one clean one. Then we needed linens changed but service must not have come in so one of us slept on the couch. Will not be a repeat guest.
• WH

  William Harris

  Sep 3, 2026
  5.0
  I travel for a living and basically I live in IHG hotels. This is the first Staybridge I have seen that has been newly renovated and it is SUPER nice. The bigger combo bath/shower definitely made it really nice accommodations for the night.
• MT

  Merrell Tucker

  Sep 2, 2026
  5.0
  Great staff, great happy hour, immaculate room. Honestly, the happy hour food was better than what I ordered from Cheddars last night. If you need a hotel, do t hesitate in staying here.
• SM

  Sylvia McCort

  Aug 25, 2026
  1.0
  I have stayed here 2 or 3 times prior to this visit. My favorite hotel in years. But I will never stay again, no coffee in rooms without requesting it ?????? !!!!!!!! Which you read on a tiny little note inside a cabinet offering it if you request in room coffee. First, they could mention this at check in. Second for Peet’s sake, I don’t think I have ever stayed in a hotel that did not have coffee in the rooms and I’m 71. What a stupid idea.

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