I have to give this hotel a low rating due to its staff and standards. It is a pretty hotel (despite the construction going on while we were there, forcing us to take an alternate, further entrance if we had our stroller), but the staff seemed inexperienced and unwilling to help. I understand that crib reservations are not guaranteed, but it was Memorial Day weekend and we had no alternative solutions but to keep our reservation and stay there with our young baby. The manager Judy pretty much had a "What do you want me to do about it" attitude...she didn't even go so far as to give us directions to a store to buy one. Thank goodness for navigation to the local Babies R Us. She also basically made the comment (paraphrasing here) that if we wanted good service we shouldn't have booked our reservation through hotels.com. Our room keys didn't work...I had to use my cell phone to call the lobby and then stood outside our room for 15 minutes with a baby and 3 year old waiting for someone to come let us in. We had paid upfront for parking ($14/day) but were given the wrong passes not once but twice, resulting in sitting at the exit gate waiting for my husband to run back to the lobby so we could get out of the garage. We went into the business center for a quick second and were charged $3 to Google something. I took our 3 year old to the pool and a maintenance man and manager were in the process of removing people who had come in through the back door to swim and weren't hotel guests. Oddly enough a man on the elevator made a comment that he didn't know if we were locals or not but that he is, and he's constantly surprised at what this hotel DOESN'T do. Definitely not up to Marriott standards. I wish we had been able to get a reservation at one of the nicer hotels in the area but they were full due to the holiday. Will never go back.
- Official Description (provided by the hotel):
- In the heart of historic downtown Lancaster, the integrated Lancaster Marriott at Penn Square and Lancaster County Convention Center offers approachable grandeur and all the amenities discerning visitors expect. An exquisite combination of old and new architectural elements includes a 19th-Century Beaux Arts façade and breathtaking lobby with a city-block view down a magnificent interior street. All 299 luxurious guestrooms offer fantastic views, 37-inch LCD flat screen TVs, granite countertops, and deluxe pillow-top bedding. ... more less
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- Also Known As:
- Lancaster Marriott At Penn Square Hotel Lancaster