Extended Stay America Suites- Lancaster County — Hotel in West Hempfield Township

On 3/15/2025 we stopped by this hotel to spend the night, the lady on the door was extremely extremely ignorant and rude like I’ve never in my life seen! This is not a cheap hotel, we paid $138 to stay for the night, we were treated like we’re homeless in a sketchy motel in a dingy part of town which definitely should not be the case here, this deranged woman first yelled at me when I told her that I paid through Booking.com just because she couldn’t find the reservation saying that I paid them not her, obviously not trained on how that process goes, when she found it she never apologized, then when my child went downstairs to get some microwave popcorn she yelled at him for no reason, she then sat there watching us saw me going downstairs without my son and started harassing him calling the room every few minutes to ask if I’m back or if he’s alone and if there’s other kids there with him and she called at least 5 times in less than half hour! When I came back she was waiting for me saying they’re not a daycare and if I leave my son there I should leave, I told her it’s non of her business as a concierge to spy on customers and their private business and not that it concerns her but my son is 12 and it’s my business to run not hers, if this woman isn’t mentally unstable then the only other reason I can think of is she’s racist and targeted us because we’re not white. This woman is mentally unstable and maybe that’s the reason this hotel is almost empty, they need to fire her before she makes them lose more customers, and I’ll be calling headquarters to make an official complaint on her and request a refund for this stressful experience due to their lousy job allowing such people to be on the front line with customers. And the place was filthy and stinky, the kitchen had no utensils or cleaning supplies like they expect their customers to travel with their own pots and pans, all in all it was the lousiest place and most overpriced for the level of service I’ve...

Arrived to check in and found out my reservation was cancelled. They claim my credit card was declined. Called the credit card company and they said there was no attempted charge from that hotel. Woman behind the desk claimed they sent me an email, I checked my inbox and spam and I had nothing. Then she claimed I must have booked 3rd party and I told them nope, I booked direct and showed her my confirmation email. I asked them why didn't they call and they claimed because I didn't leave a phone number. The lady then looks at the screen and verifies that my phone number was there. There was no apology, no offer to help me find a room somewhere else (A common practice when hotels overbook). It was basically not her problem and she could care less where me and my kids would be spending the night. I travel several times a year to the Lancaster area and like to try new hotels. This is the first time in my life something like this has happened to me. My theory is that I was paying too low of a rate and they realize they could get someone who would pay more for the same room. Needless to say, we will not be coming back here. I actually received way better customer service at the Motel 6 where we...

Considering for our family lucks to find this property with reasonable cost per night in March 2025. We made a reservation about 9 months earlier. ||The property is not too far away from the Franklin and Marshall College in Lancaster, PA - where our child attended the 2025 YMCA State Championship.||This was our family "first" time to stay at this property which was acquired by Extended Stay America about less than two years ago with no major changes for most of their staffs [previously MainStay...]||Multiple communications with the property staff [Ms. Courtney] - who has been very helpful to get things done in accordance with our expectations as well as an issue during our stay. . . very quick response to resolve it by [Ms. Clara and Mr. Shawn]||In conclusion, one of our family members (who has been working in Quality Fields for over 20 years) did have an opportunity to have quick chatting with most of the staffs there including [Ms. Leigh, Ms. Tina, etc.]. With that in mind, we highly recommend this property for your...