Lancaster Arts Hotel — Hotel in Lancaster

1 Hour Later UPDATE

After waiting for a confirmation email for cancellation I received the following email instead: "So unfortunately since it was a prepaid reservation this will require you to cancel the reservation wherever you booked on as we are unable to cancel it on our end , best regards."

I called the hotel immediately afterward and they immediately referred me to their sales department, which was a voice mailbox. I have no online account with this hotel and I booked the hotel directly though their website. I had to physically DRIVE to the hotel to get anything done. When I got their the person I spoke with on the phone immediately went into their back room to avoid me. Again, I know that customer service can be exhausting. I was not rude or unkind. I did not raise my voice or even speak rudely.

After explaining the situation (again) they spent about 15 minutes trying to figure out how to cancel my reservation. As far as I am currently aware, my cancellation has gone through and I have a confirmation number for that. However; it seems absolutely absurd that I had to drive to the hotel location to get my cancellation taken care of. I would feel bad for anyone in this same situation who doesn't live in the area. It would be very disconcerting.

ORIGINAL REVIEW Unfortunately we never got to stay at this hotel because of the customer service department. We made a reservation for their presidential suite online and received a confirmation number but never a confirmation email. Then our plans changed so I proceeded to call their front desk to confirm the reservation in addition to making a change to it.

After a couple of minutes of the front desk mumbling almost inaudibly that they couldn't find my reservation, they hung up on me. Note: I totally understand working in customer service, so I did not raise my voice and was not rude in any way.

I called back immediately and was able to provide the confirmation number, however; they still could not find it and requested I emailed them the screen shot (that I thankfully took!) so they could confirm the reservation. I asked them to call me back to confirm because I wanted to make changes. They did not call me back, simply sent an email saying "We have found your reservation, you are all set".

Again I called back to make the changes to our reservation and they told me they did not have that room available, which was completely fine we could use another room. They then said they did not have any rooms available at all. Which again, that happens. Not a big deal. I asked for them to cancel my reservation and they said "okay" and hung up.

I had to call back again, the phone then answered by a different person. All I wanted was to receive an email confirmation of the cancellation since confirm the reservation itself was a conundrum.

Overall this was just a disappointing experience that left me feeling frustrated, dismissed, and belittled. Which feels exceptionally inappropriate considering the cost of the rooms and the hotel service they claim to provide.

I would not recommend booking online or staying here if you have to make any changes. Also, be SURE to take a screenshot of your reservation if you have to book online. It could be the only thing that proves you booked!

Such a bummer! This hotel is supposed to be one of the coolest in Lancaster City, but it seems like it might...

EDIT: After leaving multiple phone, web and email messages I did finally (more than a week after our stay) get contacted by two of the managers. They essentially told me there wasn't anything they could do and the duplicate pending charge would fall off my credit card bill after 5-10 business days. I had to keep checking for 3 weeks until the end of the billing cycle to ensure that the second charge didn't post.

I just had a very frustrating experience at this hotel. I booked a room on the hotel's own website. A few days later I realized I had never received a confirmation email so I called. They said their website was having trouble communicating with the hotel so they took care of booking me directly into the system. I wanted to change the date so this worked out perfectly. I asked for, and received, an email confirmation of the new date. On the day of my original reservation someone called from the hotel confused about whether I would be coming that night. I explained that I had rescheduled and had a confirmation number for the new date. I was told that she could not see the reservation in the system. She proceeded to book me again and sent me a new confirmation email. Part of my reservation was a package that included a few extras in the room. On the day we arrived the package wasn't there and I ended up having to ask about it which was awkward as it was to be a surprise for my spouse. The staff tried really hard to make it right, for which I was appreciative. The final straw came when we left and I noticed after a few days that my credit card had been charged twice - likely due to the confusion of the multiple reservations. I called the front desk and was told the general manager would call me. I never received a call. I sent a message through the hotel website and also have not received a reply. This was a not an inexpensive room (for a special occasion) and for such a price point I would expect that someone would respond to such an overcharge within 24 hours. I wish I had read the individual recent reviews (rather than looking at the total stars) as the current hotel management (and double charging rooms) seems to be a problem. In general this hotel did not live up to my expectations for the price I paid - the room, while nice looking, had a moldy shower, and missing and...

We recently enjoyed a staycation at a charming hotel near downtown Lancaster. Located just outside the city center, it offered a convenient base for exploring the area during the festive period between Christmas and New Year's. While the walkable distance to downtown enticed us, we opted to drive at night for added comfort.

Upon arrival, the initial parking lot was full, but we discovered a second level offering additional spots, though navigating the tight space proved a bit challenging. Thankfully, check-in was smooth and efficient.

Our room on the third floor surprised us with a delightful art gallery experience. The hallway was adorned with artwork accompanied by artist information, setting a unique and welcoming tone. The room itself differed pleasantly from our usual chain hotel stays, offering a boutique charm we appreciated. While the view included the Fridge restaurant, the noise from their late-night dumpster operations remained minimal. A thoughtful touch was the presence of a sketchpad and pencil, inviting guests to unleash their creativity, alongside displayed art within the room. Overall, the hotel's cleanliness and ambiance were commendable.

Breakfast, though offering simple options, presented a different scenario. The crowd necessitated waiting for a table, and upon arrival, several items like scones and muffins were missing. Replenishment took some time, and the pancake machine faced a temporary batter shortage. However, as we didn't have high expectations for breakfast, it didn't significantly impact our experience.

In conclusion, our stay at this unique hotel proved to be a positive experience. We particularly enjoyed exploring the hotel's art collection, adding to the overall appeal of our staycation...