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Lancaster Arts Hotel


    Lancaster Arts Hotel
 in Lancaster
    Lancaster Arts Hotel
 in Lancaster

Reviews

TripAdvisor Traveler Rating:
1163 Reviews
Latest TripAdvisor Reviews

  • From check in to a drink at the bar to turn down service to breakfast--WONDERFUL!

    by LaViajera007 on 2019-08-23 03:33 pm

    We had the least expensive room (from their website reservation system) and LOVED everything about this lodging--check in desk was cheerful, room was huge, bed had great linens and was comfortable, bathroom is huge, turn down service included a ROSE and CHOCOLATES and breakfast is complimentary! WOW! All for a VERY reasonable rate! We loved our stay here!

  • Deceitful practices, so disappointed in this place.

    by Danielle F on 2019-08-23 02:36 pm

    I received a call on August 16 from this facility, telling me they did not have the room I reserved available, and they could put me in a double queen room for the same dates. I agreed to the change, and she changed my reservation. This obviously is not what I reserved through the "third party booking", since THEY called ME and changed my room. In my opinion, they could provide some type of compensation, other than a free voucher. Why would I want to stay here again after you read the following events.
    We checked in on August 20, after 3pm, we went up the room open, and a ladder blocking us from entering. The maintenance person said "Why did they send you to a room when they know the a/c unit isn't working?" I called the front desk, and was told I would have another room in 15 minutes, and to come wait downstairs. We ended up waiting over an hour, and then we were put back into the same room, which was 76 degrees. We left our belongings and went to dinner. When we returned, it was still 76 and the fan was blowing air, but it was not cool air. It was late, and I have a recent spinal infusion I am recovering from, and I needed to rest and us a medical bone stim device. The temperature never lowered, and we couldn't sleep under the sheets, it was too warm.
    The next morning we mentioned it after breakfast. A maintenance man was sent back with us, and he proceeded to do the same thing we witnessed the first employee doing the day before. We decided to leave for our planned day, and left the room with the employee working on the a/c unit.
    We returned about 4 hours later, and asked before we went up to the room if the unit had been repaired. We were told yes, and if it wasn't, to let them know. We came back because I wanted to rest and use my medical device for my spinal fusion, which is a 2 hour process. The door was unlocked, and the room was not any cooler. There were no signs of the maintenance employee, which means the man left the door open the ENTIRE TIME we were out of the room. Anyone who wanted to could have walked in and stolen anything they wanted. We again called you to report that the room was hot. The maintenance worker returned, did nothing different, and said "Give it 15 minutes".
    Not even ten minutes go by, and the maintenance worker we encountered the first day returns with a portable a/c unit. We hadn't called back; he just showed up in our room. At this point I was in my medical device, trying to rest. This man was extremely polite, kind, and fun to talk with. All of the employees were very polite, I will say, and I can say it wasn't their fault. They all did what comes from the top down.
    We went out later for the evening and were able to sleep in the room with the portable a/c unit, although it did allow more street noise into the room. The next morning, I was in the shower when the front desk called the room to say that maintenance would be up sometime today about the a/c unit. My boyfriend said "ok" as there was a knock on the door. He did not know that meant "immediately", and I was not dressed, or comfortable with a stranger coming in while I'm showering. We asked them to come back later. My boyfriend called the front desk to let them know "sometime today" did not mean "immediately". At this point I had enough.
    We went and had breakfast and afterwards reported all of this to the front desk. She told us she would let the manager know and have an answer when we checked out. We told her it was going to be immediately, and she said that was fine. I did not want to spend any more of my vacation with the maintenance staff. The answer you given was they could do nothing because of the "third party booking" and I would receive a voucher in the mail for "one free night".
    At this point, please tell me WHY you think this is a satisfactory solution after everything we went through? To add insult to injury, we asked Wednesday night if we could get more water for our room. The girl at the front desk asked, "Did you drink what you had?" When we replied "yes", she said, "Well, you have to pay for it, you only get one bottle." I was stunned speechless. I have NEVER stayed anywhere that did not replace water bottles provided in the room. We had 2 bottles when we arrived Tuesday, and after housekeeping came Wednesday, they replaced the coffee, but not the water, which we both thought was an oversight. If you can charge $75 a night, you can replace a water bottle.
    The nightmare continues...
    My bank account is showing a withdrawal from The Lancaster Arts hotel for 480.78. That is $150 more than what I was quoted and charged and agreed to. The amount on the receipt at check-out is $330.78. They charge a $75 per NIGHT fee, for "incidentals", which isn't mentioned, and clears after THEY decide to return it!
    I related all of this to the hotel, and the response was, "Maybe take it up with the third-party booking?" Outrageous. Unprofessional. A nightmare stay.

  • Delighted by Excellence!! Masters of Customer Service!

    by Helen B on 2019-08-22 09:34 am

    My husband and I recently stayed at this lovely and unique hotel right in the heart of Lancaster. We were big fans by the time we reached our room and then the room put us over the top! Our spacious king room was beautifully decorated and comfortable in every way. The entire staff seemed ready to say "yes" to any request during our entire stay. Continental breakfast was very good and we like that availability went until 10am. The is also an excellent lounge and restaurant on site and several more a few steps away. We will definitely go back!

  • Watch your charges

    by Chevylover71 on 2019-08-19 07:21 pm

    My card was charged double the first night. 150 hold. Said they have to hold my debit card, charged me again and said it was the bank overcharging me. Thank god my bank told me what they were charging. Clean hotel. Housekeepers enter even with a do not disturb sign on the door. When I was out and in bed with my man. If I don't get all my money back I am contacting the better busineas bureau and the district atty's office. WATCH YOUR CHARGES EVERYONE!!!!

  • Lancaster Getaway

    by Sami H on 2019-08-19 11:26 am

    My husband and I stayed here for one night over the weekend. The hotel is very charming and our room was cozy and welcoming. It was clean, but didn't have the sterile feel of the big chain hotels, which was nice. The people working the front desk were pleasant during check in and check out. However, after we had checked in and were looking around the lobby and a separate time when we were waiting for the elevator, they were complaining about guests in the hotel and taking also personal phone calls. It was lacking the professionalism that you see at other hotels.

    The location is great for walking around the city. We enjoyed the pizza place next door and all of the craft beers that they have to offer.


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