Not easy to spot from the roadside, rooms were clean, flat screen TV, nice furniture, no sign of old things, comfy, but somewhat firm beds, slightly better than average linens, very clean bathroom. Waited at front desk for 15 minutes because the gentleman forgot his password. Looked like he was being trained, but the manager with him focused more on scolding him to find his password then doing the transactions herself since there was a line of 3 people. Finally when I got to the desk and asked about food it was 11 and the kitchen has now been closed. Had she stepped in earlier to help out, we wouldn't have missed getting to sit down for a meal. Lucky for us McDonald's is up the road about 1/2 a mile.
I declined the offer to stay in the hotel again and after 3 weeks of waiting for a refund, had to go through my credit card agency for the refund. I looked a little deeper and found other bed bug complaints for this hotel.
I eventually heard back from the VP and was offered a refund and a free stay- after a long winded email about how bed bugs come in on luggage- refusing to address the issue- and taking any responsibility for mitigating the situation. For those of you who have not yet done bed bug homework: if there is one or two, there are A LOT more you don't see. These infest, and if carried home, can become a living nightmare.
I was given the email of the VP and emailed her that night at 2am- to ensure she knew I was leaving the hotel at a ridiculous hour. I attached my photos to the email. After multiple emails and a phone call sent to a message, I finally got a hold of someone at the front desk ( A WEEK LATER) and told them of the issue.
This was a really nice stay. Nice clean rooms, quiet atmosphere, excellent food for breakfast in the mornings, great bar, though service was VERY slow. We had a large group of people there our first night and a couple people waited 15-20 minutes for a bar tender to come around and realize people wanted to order drinks. But they apologized and offered a few free drinks to make up for the lack of service. LOVE the outdoor lounge area on the second floor.
FREE BED BUGS WITH YOUR HOTEL STAY.
The restaurant is very good for a hotel. The staff and manager are very attentive and the food is very good. I have also used the ballroom here for events. The staff was very accommodating and attentive in the ballroom as well.
Great bar, drinks, food, atmosphere. Love that they give back to charity with food bill. Carolyn and Doug (bartenders) make it a positive experience! They both make great drinks and have fun personalities. I Recommend finding them at the bar if you're looking for great drinks and service.
Do yourself a favor and book elsewhere
I stayed at this hotel while vacationing in Lancaster. I left with my fiancé at 2am after finding bed bugs crawling in the bed! I immediately called the front desk and was told I needed to take a photo as proof. For anyone who has never seen a bed bug- they are fast... very fast- and they only come out during the middle of the night. The likelihood of SEEING let alone PHOTOGRAPHING these suckers is minimal. Fortunately I was able to capture two photos.
Heritage Hotel Lancaster is a US Lodging based in Lancaster, Pennsylvania. Heritage Hotel Lancaster is located at 500 Centerville Rd, Lancaster, PA 17601, USA.
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