Guest User
August 4, 2024
I booked this hotel because we needed a place to stay overnight after attending a wedding in Lancaster. The place has fairly good reviews on TripAdvisor and I typically trust the “village”…all I can assume is that things have gone downhill recently. My experience started with an attempt to contact the hotel using the “chat” feature on the app. After waiting 25 minutes with no response, I called to request a one hour early check in. The person I spoke to on the phone made no attempt at any sort pleasantry and when I said “thank you” she responded “yup” and hung up. Upon arriving at the hotel the two woman seated at the desk were both looking down at items in front of them and didn’t look up until I announced myself. The woman I approached looked absolutely bored and when I stated “I’m checking in” did not smile…just stuck her hand out and said “I need an ID and a credit card”. Thus far, while unimpressed, it was just poor service. I had high hopes for the room itself as the outside of the building is modern and beautiful. Upon getting to the room, we discovered it was significantly below brand standard. While the furniture was in good condition, there was a badly stained lampshade next to the bed and mold in the shower. My routine bedbug inspection led me to discover a stained mattress. Had we more time, I would have requested a different room but we had to leave for the wedding shortly after arriving. When we returned to the hotel around 11pm, I was having trouble finding my key cards. Liz, the women at reception, and the one bright shining light in this entire experience, saw me struggling and offered me new cards. When she asked for my last name and room number, she said the room number I’d been assigned (and had already been to and had my stuff inside of) was not the room listed in the computer. She had to reassign the correct room and give me new keys. She told me to call her when we got up to the room to let her know if all of our things were undisturbed. Fortunately they were ok. Upon leaving the hotel in the morning, we discovered several areas of the hallway were covered in vomit, clearly from the previous night and clearly untouched by housekeeping (this was 8:30am). I went to the front desk to report this and was told they were “working on it”. Overall this was a very disappointing stay and one I’m highly unlikely to repeat. If not for Liz at the front desk on Saturday night, this would be a 1 star review.