Hampton Inn Lancaster — Hotel in Greenfield Township

Our family and friends booked close to 30 rooms at the Hampton Inn Lancaster hotel for our wedding on 10/3/15. We had issues from the beginning when working with this hotel. Staff provided conflicting information to myself, my husband and our guests prior to check-in on room availability. Staff also appeared to be extremely unprepared for the number of guests in their venue, as our group was large and we were advised of a second wedding group as well. It was apparent the hotel is not used to accommodating this volume of guests regularly. It was also our understanding the Hampton staff would assist with passing out guest bags to family and friends attending our wedding at check-in. This did not occur. Meghan, an employee with Hampton, was observed to be passing these guest bags to complete strangers the morning after our wedding. When the issue was addressed with Meghan, she was unapologetic and unhelpful. She basically advised that it was too difficult to decifer between wedding parties to determine who should be getting what guest bags. When asked that Meghan provide the remainder of the bags to be passed out personally by the bride and groom, Meghan stated she was dealing with something else and would get these when she had the time. This was not the first time Meghan failed to provide appropriate or even satisfactory customer service. I dealt directly with Meghan by phone in the days leading up to my wedding, as did my husband, my mother and many of our family and friends. She was completely unprofessional, incompetent and she should not be in the hospitality field. There were also billing issues almost two weeks after check-out. The hotel failed to cancel a room booked by my mother per several requests to do so, while still holding the room for another guest and then refused to take payment from the other guest, while still charging the inappropriate credit card. It took several days and endless phone calls to get this straightened out. This was just the icing on the cake! We were also not impressed with the rooms. The bathrooms were very dirty, including the floors and the bathtub. All in all this was a complete disappointment and extremely upsetting as we had been in contact with this hotel for over one year leading up to our wedding weekend. We would have expected a little better preparation by the hotel team with this much advance notice and with this many guests visiting their hotel. Their communication and customer service is truly a joke. The staff clearly has no clue what...

My children and i have been staying in this hotel the past few days and at first the first few days were amazing the people up front were kind courteous and very nice but when my son went to get coloring pages from a cabinet because a lady showed him where they were the other day i told him to take one and get out and a lady at the front "tammy" was very rude and treated me very horribly and i have gotten apple juice at hampton inns all throughout the day and never had a problem and the machine was out i went to the front desk to tell her and asked if she could just refill it and she was excruciatingly rude and said "uh yeah its not going to be done real quick." Then she made some other rude comments and her tone was just horrible especially since one i am a customer and two i have gone to so many of these hotels im a diamond member and i have never been treated so rudely in a hotel ever and i stay in hundreds of hotels each year but when i went to the kitchen to wait that is when my son went to get a coloring page and she came and was very rude and said we werent allowed into that room I said i know my son was just getting a coloring page and i shut the cabinet after him and she made another comment and said that the apple juice was for the morning only and that was why it was not working because it was turned off but it wasnt turned off the other juices worked she just was being rude and treated me like I was complete trash. I can honestly tell you that I am never EVER going to forget this and "tammy" is one of the rudest most disrespectful people I've ever met and the customer is ALWAYS supposed to be treated with kindness especially if i pay thousands of dollars to the hampton inn chains throughout the year I have worked in the customer service business for years and the number one rule is the customer is always right and it does not matter what color or age or what they look like. I guess because i had sweats on and wasnt dressed up because i just came to get my daughter apple juice like i have been doing for the past 2 days before and none of them ever had a problem except her. I am calling the superior of the hotel to let them know what horrible...

It is now mid-January 2018 and about a month ago my wife and I stayed at this property while visiting her 80 year old mother and her uncle while assessing her mother's living situation and health. At that time we stayed in a first floor room and had NO HOT WATER for showers. After talking with the Manager, Heather McConnell, they provided a complimentry discount for the room. Tonight my wife had to go back to assist her mother in moving out of her home in Lancaster for a move to North Carolina where we can help care for her. This was stressful enough, but to top off the situation, my wife AGAIN had NO HOT WATER to take a shower in a second floor room . I spoke with Hampton Corporate and a nice lady named Barbara investigated and said my wife's room would be complimentary and that they'd try to move her to a room with hot water. "Once shame on me, twice shame on you" comes to mind and I cannot believe that management has not rectified the problem. We continue to have family in Lancaster and will likely have to stay at this property again and my hope springing eternal is that the GM will take this SECOND EPISODE of NO HOT WATER in hand and rectify it. The Hampton Inn brand used to connote quality, but sadly it appears that is no longer the case. If you stay here, be aware that for someone who has travelled all over the US and the world on business, this happens...but NOT TWICE at the same property under the same managment!- Dr. Dwight Cochran,...