- Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
My husband and I booked a room at SureStay Plus Hotel in Lexington, Kentucky for February 14th. Once we got there, we told hotel staff our room was extremely dirty, but we’d be gone for a while to a concert and they could come clean it. There was a filthy washcloth in the shower, a used condom was clogging up the toilet, the was blooded tissue paper in the nightstand, and the sheets were covered in hair. Nothing had been done when we got back, so we spoke to the guy at the front desk who gave us an email address for someone and said if we emailed her and told her what happened we wouldn’t be charged. My husband e-mailed and told this person the situation, and we were still charged $155.93 for a room I couldn’t even sit down in without feeling disgusting. I emailed the person the guy at the front desk provided us with and all they could tell me was id have to go through Expedia because they couldn’t help me. I attempted to contact Expedia multiple times with no response, so I filed a dispute through my credit card company. Now, Expedia is denying the refund so I’m gathering all the emails and pictures of the room to send for the dispute. I just want my money back for a room I didn’t even use, especially since I had to drive around Lexington for over an hour at 2 am to find an open room for the night. I wouldn’t recommend this hotel room for a dog to sleep in. Horrible customer service and filthy room conditions.