Residence Inn by Marriott Lancaster — Hotel in Manheim Township

Family of 4, 2 adults, 2 small children. First day we get here room looks great. Nice kitchenette, living room space, and double beds. We get situated and head down to the pool so the kids could get their energy out. Water was murky and cold. Stayed for maybe 10 minutes before the kids were done. Go back to the room to have dinner and get the kids ready for bed and I find a long blonde piece of hair on the blanket in my sons bed. We all have dark brown hair. Kind of grossed out but I put it to the side and continue with our routine. In the bathroom I found another long piece of hair and now I’m grossed out. I call down to the front desk to ask where we can fill our water bottles and I’m told in the fitness center. Go to front desk and speak to young lady. She was very nice. I explain to her about our hair situation and she seemed like she didn’t know how to handle it. So she said she would look into it and I said okay will go fill our water bottles and come back. I go to the fitness center and machine isn’t working. Light is blinking saying the filter needs to be replace. So I walk back to the front desk and I explain this to the young girl that’s helping me and the gentleman that was there said “it’s not working because the filter needs to be replaced” … so I am confused. How long has it been like this that it is not working and he seemed fully aware of the situation. I feel bad for the young lady, she now opens up the breakfast area and turns on the machine in there so I can fill our water bottles. She also tells me that they are fully booked for the evening so she can’t change our room and we will have to speak to management in the morning. I go back upstairs to find out one of our keys isn’t working and I can’t get into our room- which I don’t mind at this point as I’m grossed out being in there. My husband then finds a booger on our bed (which has been untouched since we entered the room). He adds it to the plastic bag of collections that we have started and goes back down to the front desk and gets the young lady that was helping me. She goes to the back and calls the manager as there are no managers on duty at night apparently. She comes back and says that their sister properties are all sold out as well and we have to wait until the morning for some kind of compensation. I said whatever fine, my kids are already asleep- I am not going to wake them to go elsewhere at this point. In the morning we go down for breakfast - which was mediocre to say the least. When we finish I go to the front desk and ask for Jeremy (the manager we were advised to ask for from the young lady last night). The front desk worker goes to the back and then says Jeremy is busy but another manager will be out to assist. Trish came and she was a pleasure to speak with. She said she would comp our first night 50% and get housekeeping to our room today and do a refresh of the room. I said okay that’s fine as I’m not going to pack up my family and go elsewhere. We go out for the day and come back and indeed the room was cleaned up. Thank god! Before bed I called down to the front desk and asked for two extra blankets. 5 minutes later there is a knock on the door and whoever delivered them must have had sonic speed because they were gone when we opened the door. Brought the bag inside and went about our business. Putting one of the kids down I went to get a blanket out of the bag that was delivered and realized it was a bag of two sheets- no blanket. I call down to the front desk and I said how I asked for two blankets but was given two sheets instead. They told me they don’t have any blankets available at the moment. I’m confused how a hotel doesn’t have 1 extra blanket?? So I put the sheet back in the bag and sent my husband down to return it as a sheet is useless.

• three weeks post stay Mary Ellen the assistant manager reached out to me shortly after my stay apologizing and asking how they could amend my stay. I sent a reply as well as two follow up emails and a v mail. No response.

Wouldn’t recommend this...

We stayed at this hotel when it first opened several years ago. It is located at the top of a hill adjacent to a shopping plaza. We love the close proximity to Wegmans and Starbucks. The view is also very nice since the hotel itself is elevated. You may want to drive the car around the block to enter Wegmans if you are not fond of walking up the winding, yet somewhat steep path to get to the shopping plaza. ||||Our room was ready before check-in. I was hesitant to ask being that I did not get an alert on the Bonvoy app that our room was ready, however my husband went to inquire and we were assigned a room instantly. The room was just as we requested - looking south at Wegmans. If you love natural light, especially in the fall, request a room facing Wegmans. We were traveling with family, and the hotel was also very accommodating with my parents' reservation and the need for an adjoining room. All requests were honored. Great job, Residence Inn Lancaster!||||The room layout is lovely. We love the kitchen area, as well as the large living space with the sofa. The bed is extremely comfortable, and the pillows are high-quality. The bath products are now mounted on the shower for environmental reasons. The water pressure in the shower is okay. I also love that the windows open, if only an inch or two, and they have a screen. The fire pit was right below our window, and on Saturday night I did have trouble falling asleep with the window open as people were speaking loudly at 12:45 AM. I could still hear their loud voices echoing on the 5th floor. This is not necessarily the hotel's fault as they cannot control other guests who aren't being mindful that it's not the start of happy hour, and that people actually want to sleep. ||||The fitness room was pretty good for a select service hotel, however there were no more wipes to wipe down the equipment. I had to ask the front desk to replace them. There were towels and water available.||||Breakfast was excellent for a Residence Inn! They even had two types of sausages. The breakfast staff were exceptional. A+ for variety!||||My only issue with this property, and the reason for one missing star, is housekeeping. While the surfaces themselves are very clean, there are areas that definitely need attention concerning dust. The panels of the door had a lot of dust on them, which made paper towels and rags turn black when they were wiped down. The wall and some kitchen outlets also had a bit of food stuck on them which easily wiped off. The toilet also had a thin brown film on the inside which showed it hadn't had a good scrub in number of weeks. I feel as though this property would benefit from taking some rooms out of service and doing a fall cleaning. It was just below the level of me feeling comfortable walking around without slippers, which I had to keep near the bed. I am also not a fan of hotel companies decreasing housekeeping since the pandemic in the name of "customers want it." While this is not the fault of this particular property, I have seen housekeeping lacking since the pandemic at many properties (including luxury brands), and it should not fall on the consumer as prices are higher than ever. On a positive note, this hotel did not act like a dormitory, instructing guests to throw dirty towels in the hallway. A+ for that! ||||Overall, we love this property and are willing to overlook the housekeeping as the positives outweigh it. The staff is friendly, the breakfast is great, and the location is ideal! Definitely...

My husband and I were visiting family in Lancaster for a few days and chose to stay at the Residence Inn off Harrisburg Pike. What a great stay!|Our suite was very spacious with a modern kitchen area (complete with full fridge, dishwasher, stovetop and oven, microwave, and ample cabinet space) and table for two; a large bathroom with step-in shower; a separate bedroom with full closet; and a sitting area with sectional, desk, and office chair. There was plenty of space for us (and our cat) as well as all our luggage for a 10-day road trip.|The bed and pillows were comfortable, and it was quiet at night. Despite the proximity to Harrisburg Pike and Hwy 30, noise seldom intruded, and we never heard people in the hallways outside.|The property does have an unusual entry/exit as it is part of a shopping/business area. If you access it via Harrisburg Pike, you must wind around other structures; however, there is a more direct way in via Farmingdale Road. If you follow Google Maps, you should be guided in that direction. The location of the hotel is quite convenient, as it’s just across the street from a major shopping area and Wegman’s grocery store.|All the staff was very friendly and welcoming. Extra-special kudos and thanks to Vondol who checked us in; a large group of very boisterous high-school students had just arrived, and it was quite noisy and chaotic at the front desk. Vondol never lost her composure; she was very kind, calm and quiet, and despite some computer issues was able to check us in as quickly as possible (on the first floor, near a side door for convenient load-in and load-out; thank you so much!). Thanks also to Gamalier, who handled our reservation and manned the front desk when we checked out; he was very nice and efficient. In the mornings, he always had a smile for every guest passing by the desk. We appreciate that!|The hotel offers a complimentary full breakfast with multiple hot and cold options and an ample seating area.|The hotel offers recycling and other environmentally sustainable practices.|We didn’t use the fitness room but were glad to have it available.|We had an extremely pleasant stay at the Residence Inn and will definitely stay there again on our next visit to Lancaster. Thanks for a...