Aloft Lexington

This hotel was awkward: no dressers for clothing, no closet, no cleaning service (unless requested a day in advance). For eight days I was living out of my suitcase. I’m not sure I would stay again.

The Aloft Lexington hotel was a perfect stay for its price. It had an eclectic ambiance full of paintings, neon lights and music around the property. The room was modern, clean and comfortable. There is a nice size pool, bar, and pool table to enjoy in the down time. The only reason it didn’t get a perfect score was because of its location. You have to drive to the nearby cities for everything.

At 8:30 AM I went to the reception area to get a cup of coffee and a bagel. Upon returning to my room 20 minutes later ALL my belongings were gone!!! All the chambermaids on the floor could not understand English! So I went downstairs and had to wait for a manager to get my belongings back. The manager was beyond awful, exceptionally rude and not helpful. It took until 10:30 AM to get a few of my belongings returned. I should have called the police. I was give $20 for my trouble. The cost of replacement of items was over $100. I called customer service and was given 10,000 points. Honestly I only wanted my stuff back and an apology! I would stay away from this hotel!

When I travel, I always seek out Marriott properties. So when I found myself in Bedford Massachusetts, this was one of the few options. I made a reservation weeks before my arrival. I am Gold status. I was going to be in Bedford for very stressful personal reasons and not checking into the hotel until late on the day of my arrival. I received a phone call late afternoon letting me know that the hotel was overbooked and they were bumping me. They did not offer any option for another hotel. They just gave me this information. In the midst of my very stressful day, this did not sit well. They ended up honoring my reservation after long and stressful phone call that forced me to leave a restaurant during my dinner. I stayed at the hotel three nights total and would not stay again. The single person at the front desk was usually not there when I walked by and were not particularly competent when I tried to ask 2 different people questions at different times. There was no water in the room at all complimentary or for purchase. The air conditioner was very loud and cycled on and off all night. There were outlets that were barely attached to the wall. There was hair on the wall in the shower. The room just felt a bit rundown And not perfectly clean.. Overall, this was the worst stay I have ever had at a Marriott property and I would advise others to seek other options if possible.

Although a nice, large room with plenty of space for our bags and a nice terrestrial view, there were puzzling oversights that rang of untrained staff and lack of hospitality. There were no pillow slips - just poorly fitting pillowcases put directly on low quality pillows, which slip off at night leaving you with an unsanitary pillow - yuck. Also when they dropped off towels, they didn’t remove the used towels - seemed lazy. Staff needs a higher bar. I don’t know if this is typical of Aloft but all staff seem indifferent at best.

double queens not ready upon 3pm arrival...took double queen ADA room instead...no towels in room...no batteries in clock...toilet barn door was almost un-closable, which would have been a problem for a person in a wheelchair...no hot water morning of departure due to a down boiler...other than that...

I am a very long time Marriott customer. I had the worst experience with the desk and manager at Aloft, Lexington. They were the opposite of what I would consider customer relationship. I was charged for a stay that was made online and cancelled on line. I tried to reach the hotel, but for two days the phone service at the hotel was down, but I did not know it was down. I called national, but since Aloft, Lexington is owned by a franchisee whose identity is confidential, national could not do anything. I was told that someone would call me, but that someone never did and there was no apology when I followed up. The partyline at this place is that the customer is wrong. Fortunately, there are many other options and Mariott has lost a very good customer.

This place is unbelievable! Broken bathroom door, exposed wiring, and of deceased bugs - all complimentary with your stay! To top it off, management seemed downright annoyed when I politely mentioned these issues shouldn't be standard amenities. Don't waste another minute here! There are far better hotels out there, even if it means finding something last-minute.