21C Museum Hotel Lexington

Centrally located in downtown Lexington, the spacious and clean rooms provide comfortable beds, ideal for exploring the city's attractions.

As seasoned 21c loyalists, we have come to expect a particular level of service and experience from the brand. This was our 16th visit to a 21c property and 4th time visiting our hometown location in Lexington, KY. The overall experience was a mixture of what we have come to love about the brand and some disappointments. Disappointments started hours before we arrived at the hotel. Given it was Tuesday, we hoped for the possibility for an early check-in. When we called, Delaney (sp?) told us it was first come first served for early check-in. When we arrived at 12:30 PM, we informed that no rooms were available, but she took our number and said we would be contacted as soon as a room became available. When we checked back in at 2:00 PM, we were told there were still no rooms available. When we returned to the desk at 3:15 PM, there were additional employees who checked and told us our room was available. We mentioned that we were expecting a call, we were told "we have been very busy checking in a lot of other guests and at least we got you in now." While we understand an early check-in is not guaranteed, we expected more communication and information than we were given. Once in the room, we were met with additional disappointments. All the toiletry containers were near empty and ran out before we left the next day. When we went to make coffee, one of the water bottles had a missing seal and was half empty. The water reservoir in the coffee maker contained water of a questionable age and origin. The highlight of the visit was our Lockbox bartender Shaun (sp?) who turned a lackluster check-in experience into a wonderful mid-day libation and meal. He greeted us enthusiastically, recommending a craft cocktail from the menu and letting us know what food options were available from the kitchen. He engaged us in conversation and was very in-tune with our energy, providing a much-needed turnaround in our initial experience.

The location is perfect!