Hilton Garden Inn Lancaster — Hotel in Manheim Township

Arrived just before 2 AM, and it took an hour to get a room.

They could not make their system work, which the guy said has happened before, some issue with the system not taking experation dates, so they required me to call in and make a reservation from my cell phone using my own minutes. Apparently they could only transfer me, not allow mw to call directly.

Both in person and over the phone I was refused a reduced rate for the room despite the lateness of the hour ($200 for 10 hours ocupancy), although they did allow us to ceck out at 1pm instead of noon since it took an hour of my wife and I waiting in the lobby with our cranky 15 month old daughter who just needed to sleep.

They accidentally held on my my credit card until I asked for it back and insisted that they hadn't returned it to me.

They screwed up the key cards, the guy had 3, scanned in 2, went to check using one to make sure it was working handed us the remaining two, one worked one didn't, I didn't know that and had tp walk around the building in the pooring rain with remainjng luggage since the only parking was near our room but my card didn't work.

They tried to tell me my cell phone demagnitized it, which is incredibly unlikely in general, and specifically impossible since I didn't have them in the same pocket.

They also told me the car reqders at thw side doors sometimes don't work in the rain, so I guess guests are just SOL in general in the rain??

The next morning I complained to the manager (Samantha) about the experiance and she listened but basically reiterated about the cards/cell phones/non-functional card readers like that makes things better.

I went on to say that I don't blame the night guy for the issues wirh the systems and she said the systems work and the guy (Brian) knows them, I told her he told me it was a new system and that this issue has happened before, so if this is an issue whwre he doesn't know it he should be trained better but she just told me he's been here a long time and doesn't need trainjng because he knows the system but there is no CC processinv problem. So what then? I guess I just lile to hang out in the loby of your dead hotel from 2 am to 3 am wirh my wife and child for no reason?

I ended up getting a call from Samantha an hour later saying she had thought things over and would reduce my bill by 50%, that seemed reasonable enough that I didn't bother writing on to corporate with a complaint, because my wife's aunt died and we're in town to help with that, and it's somethibg, but I have to say I'm still more than a little urked at the treatment, and the slowness to make any sort of helpful consession, paeticularly when their rooms have a couple signs saying that if you aren't satisfied with your stay for any reason the room is free. Just corporate mumbo jumbo double-speak probably, but at least I got what I consider to be a reasonable rate for arrivibg at 2 am and filling one of their otherwise...

We checked in to the Hilton Garden Inn on Granite run Drive in Lancaster on March 15. We had no reservations. The lobby was beautiful, fresh paint, new artwork, a bar and a restaurant. The lady that helped us told us lots of rooms available. Would I like a king or two queens? I stated I did not want to be on the side of the highway , so whatever was available would be fine, I asked about breakfast, and she said yes, you get breakfast! We got to our room, nothing close to the beautiful lobby we stepped in, first floor ceiling very low. The bathroom you could not even fit in. It was maybe 4 x 4. The lights were dim. The bedding was awful. The beds were two doubles , heating and air conditioning system was old, a musty smell was in the air. We should have walked out and said this is unacceptable but we didn’t. Naturally, I did not sleep well. Breakfast was served from 7 to 11. My husband was there at 7 AM, he got the biscuits and gravy, with bacon . I met him as he was just starting to eat, bacon was barely cooked, and the biscuits and gravy were a little on the sour side. to my knowledge, it was free so I wasn’t complaining, however, I found out later, $15 per person per breakfast, which was not included in the initial room price. I discussed this at length with the manager of the facility and she told me she would take some money off of my current bill. We checked out two hours later and my bill was $281.99 an outrageous fee for a hotel that needs to be revamped. I recommend that you do not stay here, unless you want to piss away a fortune for a mediocre...

Disappointing. There are better options in the area. I don’t mind when things are slightly amiss when I arrive at a name brand hotel establishment that has to compete with very similar other name brand hotel establishments like the courtyard Marriott or holiday inn. So I don’t mind that when I arrived for my stay to my hotel room there were two empty rolls of toilet paper in the bathroom. I can call the front desk and ask for a roll of toilet paper. No big deal. But what really grinds my gears is when I ask for something simple like 3 empty wine glasses from the lobby bar so I can enjoy a bottle of wine in my room with my friends that in brought from home and get refused. My group of family and friends rented two hotel rooms during this two night stay. We were refused the 3 glasses of wine from the female bartender on the evening of Saturday, December 4th. This is disappointing especially for such a small request that other hotel chains like the courtyards and holiday inns in the Lancaster area have been happy to fulfill during my previous trips to Lancaster. My friends and I will not be staying at your Lancaster location for any of our multiple seasonal trips to the Lancaster area...