Mrs. P., Thank you for your feedback from your stay with us. With Disloyalty, we do still recognize the 365 day coffee perk as well as the 10% off Food and Drink, and your discount was applied to your stay off the room rate. I'm sorry you were not informed properly at check-in. I will ensure to follow up with my team to make sure they are following our procedures with Loyalty Customers. The Upgrade was on us as a thank you for staying with us under the Disloyalty Membership. Our Rooms are going on 10 years old and well past a needed renovation that has not happened in the 10 years I have been with this hotel. I can assure you, your sentiment is felt with in house. But happy to share we have new changes coming! With our restaurant being closed and being renovated, we do only serve In Room Dining as we cannot run a full restaurant out of our Lobby space. I do apologize for this and any inconveniences it may have caused, but I hope you can understand. In the future, should you return under the Disloyalty Membership, we will fully honor for any IRD and or when our restaurant reopens to normal hours. Should you decide to stay again, we hope to host you so you can see our new updates that we cant wait to share with all of our guests. All good things take time to cook. Best, Sarah Grindle General Manager

Mr. Winfield, Thank you for taking the time to give us your review as well as email over the photos. I have shared them with the appropriate people to ensure that we are not missing items like this again, as it is uncalled for. I have updated your profile with us to reflect a special welcome back rate for a future stay in hopes of having a do over with you as I know what you experienced is not our standard in the slightest. Please feel free to reach out directly at any time to book with me. Best, Sarah Grindle General Manager

Debra, Thank you for your review. I am sorry that your stay room was not up to par. I will be following up with my housekeeping team accordingly. We value all feed back positive and constructive. We hope that we can host you in the future under better circumstances and know we can show you our best. Please feel free to reach out directly to book at any time. Best, Sarah Grindle General Manager

Edward, Thank you for your kind remarks from your stay with us. I am sad that you had a short visit but I'm happy that you were comfortable during the time. We have some cool changes coming in the future that we are excited to share with our guests so we hope to host you again soon. Best, Sarah Grindle General Manager

Thank you so much for your kind regards from your recent stay with us. I will blow them up and post them in our breakroom for all to see! Fuels the continued hard work with our employees! Best, Sarah Grindle General Manager

Jeanine, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of. Sincerely, Sarah Grindle General Manager

Mary, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. I will follow up with my department heads to ensure that what you have mentioned is corrected. I will say we have some wonderful renovations planned that are much over due and we hope that we can host you again after our refresh. Sincerely, Sarah Grindle General Manager

Brian, Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. I will make sure to find out what went amiss with your bedding as this is not the standard in the slightest. Sincerely, Sarah Grindle General Manager

Mrs. B., Thank you for sharing your detailed feedback. We’re truly sorry to hear that your recent stay fell so far short of the experience you’ve enjoyed with us in the past. We especially regret that the condition of the room and the lack of expected amenities impacted your stay. We appreciate you bringing these concerns to our attention and value any and all feed back. Your comments regarding the issues you have experienced have been shared with our management teams for immediate review. We’re also sorry that you did not receive clear communication regarding the restaurant closure and the temporary loss of certain services. The restaurant closed on May 15th 2026 and is no longer advertised as open. I for one understand how disappointing this must have, particularly given your many fond memories of the hotel and the fact that you’ve chosen to stay with us repeatedly over the years. I am happy to say that we will be getting a MUCH NEEDED renovation coming soon, and cant wait to share with the world, as this building deserves so much and is a special place to many including myself who have worked here in different roles for the past 10 years. Well past due. I do hope you can give us another chance in the future, as I know we can show you our best. Best, Sarah Grindle General Manager

Mrs. G., Thank you for your review of your recent stay with us. I am sorry that you stay was met with issues. I will be following up with my department heads to understand the pitfalls that occured. Please feel free to reach out at anytime as I would like host you again under a discounted stay as I know we can make things right. Best, Sarah Grindle General Manager

Dear Mollie Q., We very much appreciate your comments regarding your stay at the 21c Museum Hotel Lexington. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Best, Sarah and Lex Team

Dear Guest, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Best, Sarah and Lex Team

Dear Josh K., Thank you for taking the time to tell us about your experience at the 21c Museum Hotel Lexington. I am sorry that your experience did not meet your expectations; please allow me to express my sincerest apologies. At 21C Museum Hotels, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we are taking the appropriate measures to address the problem and prevent future occurrence. We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future. Sincerely, Best, Sarah and Lex Team

Dear Ivory R., We very much appreciate your comments regarding your stay at the 21c Museum Hotel Lexington. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Best, Sarah and Lex Team

Dear Katie G., We very much appreciate your comments regarding your stay at the 21c Museum Hotel Lexington. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Best, Sarah and Lex Team

Dear Janet W., We very much appreciate your comments regarding your stay at the 21c Museum Hotel Lexington. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one. Sincerely, Best, Sarah and Lex Team