Lyric Hotel West End, an Ascend Collection Hotel

Awful service. The pool was so murky we couldn’t see the 3rd step of the stairs. No way would I put my body in that filth. We complained that night to no avail & the next day I specifically asked the manager to call me. No response. I used their customer unfriendly complaint number- no return call. I sent an email per their instructions- no response. The front desk promised us a 500 point credit we did not receive. The only reason we chose the hotel was so we could relax & cool off. We accepted that but their LOUSY way of ignoring our request to talk to someone is unacceptable. Obviously customer satisfaction means nothing to Choice Hotels!!!

The pool was filthy, for summer time stays people usually want to take advantage of the pool but the water was discolored and nasty. A waste of the property!

For 187 a night I expected more. There were human hairs in the shower and our toilet was not functioning. There was no breakfast and the restaurant across the street was expensive and had no healthy items such as fresh fruit. Only plus the beds were very comfortable and the main area of the room was clean however the fridge was also not working properly. When I alerted the person at the front desk about our issues there was no discounts or coupons offered. I would never stay here again

Close to everything we needed to be

Stayed here because my sister was getting married. The staff were helpful especially Shannon. However our air conditioner wasn’t functioning properly and we were told if it wasn’t fixed they would get us another room. When we got back to the room after the rehearsal dinner it was incredibly hot. We called the front desk to ask to be moved (like they offered to do) and were told there were no rooms available. There were. We had to sleep with the door open to the hall because it was so hot. Not that we ever fell asleep because it was as hot as the sun. The next day we called back and the woman at the front desk was shocked they told us they wouldn’t move us because there were plenty of rooms available. Then they told us they would refund us but are now refusing to call us back. Also this hotel isn’t even a year old. The furniture has water damage as though it were in a flood, the coffee pot didn’t work, the cups were too small for it so it overflows. The keys had to be replaced multiple times. It was the most miserable hotel experience of my life. Motel 6 would have been better. Sleeping in my car would have been better. If I could give it negative stars I would.

This is a very new hotel, and the last thing I though was that there would be a shortage on towels. I stay at great hotels, because of the great showers and beds. I will say Shannon & KiKi we’re amazing at trying to accommodate me and my family. I understand they aren’t the owners and tried everything to make things right, I’m appreciative of them, yet the owners need to go back to the drawing boards. Not to mentioned the staff/ housekeepers were lounging on the sofa giving excuses as to why there were no towels( one washer) I’m not Eisenstein but I’m sure it doesn’t take three days to wash towels. I even walked my used towels downstairs to at least try to make the process easier, No luck or towels for two of my three nights there.

Nice hotel but the maintenance needs work. They may have ben short staff because no one came to cleanup the room or Provided enough towels. There was trash outside for a few days so it was sitting on the ground. It was a nice time overall.

There was a problem with our check-in and the late night Auditor worked with us to help solved the problem. She was definitely a life saver

Check-in was quick and easy and the staff were very friendly. My room was in a building next to the main building. The rooms were partially renovated but still nice. I especially liked the cathedral ceiling. The beds were extremely comfortable and taller than the average bed. The bathroom shower needed an upgrade but it wasn't too bad. Overall, it was a nice stay.

Very nice and friendly staff❤️