Holiday Inn Lancaster by IHG — Hotel in Lancaster

BEWARE OF THE BUGS IN THE BEDS!

Upon arriving at the hotel, I was greeted by friendly staff at the front desk who swiftly checked me in and provided all the necessary information. However, things took an unfortunate turn once I entered my assigned room. Immediately upon entering, I noticed a rather unpleasant smell of mildew that pervaded the air. This was quite off-putting and not the first impression I had hoped for.

To make matters worse, as I approached the bed, I was dismayed to discover several bugs crawling on the bedspread. This discovery was quite unsettling and left me questioning the cleanliness and maintenance standards of the hotel. I promptly informed the front desk about the issue, and to their credit, they were genuinely apologetic and concerned about my experience.

The staff's response to my concerns was commendable. They quickly offered me a new room, which I gladly accepted. Additionally, they provided a breakfast voucher and a partial refund as a gesture of goodwill for the inconvenience I had encountered. The staff's kindness and willingness to rectify the situation helped alleviate some of my initial frustration.

However, my positive impression of the staff's efforts began to wane during the checkout process. Despite being promised a partial refund for the inconvenience, I was surprised to find that there was no record of the refund in the hotel's system. It was only when I expressed my dissatisfaction and mentioned my intention to write a review detailing the bug incident that the staff sprang into action. I was assured by the staff that the manager had already initiated the refund process.

Regrettably, the situation continued to unravel as it became clear that the third-party booking system I had used was unable to confirm the refund with the manager. Despite multiple attempts to contact the manager for verification, no response was received, and the refund was not processed as promised.

While the staff's efforts to address my initial concerns and offer compensation were appreciated, the lack of follow-through and communication regarding the promised refund left me...

We booked and stayed as apart of a wedding block for 2 nights. We were very upset to learn breakfast was not included as a part of our stay— especially for the price we paid. What made this worse was that friends of ours who booked outside of the room block paid the same price as us and did receive complimentary breakfast. I spoke with the front desk and called the customer service line to clear up this matter. Unfortunately, nobody at the hotel was helpful and the customer service representatives did not understand what we were explaining to them. We did not receive any good answer as to why this was. We would’ve been better off booking outside of the room block. In order for us to eat breakfast at the hotel with our family and friends we needed to pay. This was a very unfair situation.

Some further things to note:

When we went down to the lobby for coffee at 6:30am we were told by the staff to not waste our time as coffee wasn’t available until 7am. We could walk to a local coffee shop. We found that strange and inconvenient to starting serving coffee so late in the morning.

There is NO parking lot. You must use the city’s parking garage at $15/ day. It will be added to your hotel bill.

Our room was small, but was fine for just the two of us. It was right across the elevators, so we heard the noise of people going on/ coming off the elevators.

The bathroom did not have a fan to help circulate the air. The mirrors took a while to unfog after showering. That was inconvenient while trying to get ready.

There is a full length mirror upon walking into the room behind the door, but it is quite dark in that area of the room. It would be helpful to have the mirror in the bedroom portion of the room where there is natural lighting.

*While this did not happen to us, I want to mention a family member saw a mouse in his room.

Overall, our stay was disappointing. I would...

I have never given a review like this and contemplated our experience a few times before writing this.

This was the hands down the worst hotel experience of our lives.

After waiting for a room for over two hours, the "suite" was dirty, carpet soaked next to the bed, wallpaper coming off the walls, and smelled terribly.

There was a bus load of people who came in and the woman stormed to the front of the line demanding the keys for the bus and the rest of the lobby was ignored. The line was taking so long that when I was told " come back in 20 minutes", I just went to the end of the line and stood again. I was spoken to disrespectfully and it certainly seemed as though they could care less of I was there all night. I was polite and asked them to check with housekeeping as I had an important function to attend.

To add insult to injury, not only was my parking ticket not validated correctly resulting in $13 in fees, my boyfriends was not either and his resulted in $26 in parking fees. We stood there for 15 minutes in front of the same woman waiting to get our tickets validated. Again. Poor experience. Inconsiderate. Like she was doing us a favor.

Although upset, we remained calm and polite. Other guests were visibly annoyed and making it known it was a terrible experience for them as well.

One man came outside the lobby and said- 'I just want to get out of here."

It was absolutely positively the worst hotel experience of our lives. And no one offered an apology let alone compensation towards the disgusting room we were given AFTER a two hour wait.

We stay at many IHG hotels. Always had a beautiful experience. This was awful all...