2/10 Terrible
Rowynn
Travelled with family
27 Nov 2025
Disliked: Cleanliness, property conditions & facilities
I booked The Lex NYC through Expedia the night before ankle surgery and the experience was unacceptable. The room was dirty at check-in (stained bedding, used tissue on the bathroom floor), the in-room phone was broken, and the screen door fell off and hit my partner in the face. I had called ahead to explain I would have mobility issues after surgery and needed an ADA-appropriate room near the elevator. Instead, we were placed in the room farthest from the elevator, and staff offered no assistance.
After surgery, I returned on a walker. The staff did not open the door, acknowledge me, or offer help, despite the hotel charging a “concierge service” resort fee that was clearly not provided.
Expedia’s handling made everything worse. I told them multiple times—while on prescribed opioid pain medication—that I could not take phone calls, and one of their agents even confirmed the case would be handled by email. Despite this, Expedia repeatedly attempted to call me and insisted a phone call was required, ignoring medical limitations and creating an unnecessary accessibility barrier. They also gave inconsistent answers about compensation, offering a refund and then contradicting themselves.
This entire experience showed a lack of accessibility awareness from both the hotel and Expedia. Not recommended.
Rowynn
Stayed 2 nights in Nov 2025