Sleep Inn & Suites of Lancaster County — Hotel in West Hempfield Township

The original room I was given smelled like an ashtray. I suspected it came from the AC, like it might be dusty and just needed some time to clear out or something. I let it go the first night, but couldn't sleep because of it. I was so tired by morning that I asked someone to pick me up for what I needed to do that day and napped at a relative's house. When I returned, it was worse. So, I went to the front desk, explained what was happening and asked if there was any way I could be put in another room. At first, the woman just said she didn't think she had any extra rooms. I asked if anyone could look at it. She said they wouldn't be able to get a maintenance person until Monday (it was Saturday and I was due to check out on Sunday). I told her I couldn't sleep in there. Then she said she'd look to see if there were any vacant rooms. She found one, but told me it wasn't the same type of room I had booked. I was (and still am) completely fine with that. She asked me to check the room first to make sure its smell was acceptable, which I felt was patronizing, and told her I thought it was probably fine. She told me to check anyway becuase there'd be no point moving me if I didn't like the smell of that room either. I did as I was told and it was fine. She switched my rooms and I slept fine. The next morning I went to get a shower and looked up to see 2 yellow-jacket wasps in the light fixture in the shower. I just packed up and went to check out. The same woman from the previous night was there. I told her I was checking out and, FYI, there were yellow jackets in the light fixture in the bathroom. She commented, "That's weird, that doesn't happen." I told her she'd be surprised where they can get themselves and recommended she have someone check it out. I was reminded that they wouldn't be able to get a maintenance person until Monday. I do understand that weird things happen. Maybe the motor in that AC was just burning out from it being so hot outside. It's summer and insects get into the darnedest places. Am I happy those things happened? No, but I don't think it was a symptom of neglect, just an unfortunate series of events. However, when I asked for help I felt like I was being talked down to or deflected. I know that there are people out there who are insane about the littlest things and it can make customer service people feel defensive, but I didn't stomp up to the front desk and start ranting like a lunatic. I just walked up and explained the situations. A little empathy and aim to resolve my issue was all I was...

This was the worst hotel I have EVER stayed in. The room was dirty, there was visible dust and dirt everywhere!! The bed linen was pilled and rough to sleep on. The bed creaked at every turn. The AC/Heat unit was so loud I had to turn it off to sleep. There was no soap at the sink to wash my hands.

I GOT STUCK IN THE ELEVATOR!!!! It was approximately 8:00am EST. While in the stuck elevator, I pressed the alarm button and got NO response while inside the elevator. NO ONE came to the 3rd floor to speak with me through the elevator to let me know help was on the way. I then called the front desk via my cell phone to let them know I was stuck in the elevator. They said they heard the alarm, but was unable to speak with me, and that a call was put out to assist. I gave them my cell number to call me back with updates, but I received none. A guest on the 3rd floor who was checking out and waiting for the elevator heard me yelling from inside the stuck elevator. They pried open the door and assisted me getting out so that I would not get hurt. I then went to the lobby to let the front desk know it was ME who was stuck!!! They said they heard the alarm, but was unable to speak with me. Also, they were calling my cell phone, but it was not going through. I was also told by the Front Desk that the maintenance people was not happy that I got out of the elevator without their assistance. The elevator was not functional for approximately 3 hours. Imagine my being stuck with no communication for that long period of time!!

The ONLY redeeming quality of my stay at this establishment was the Staff. The ladies at the Front Desk were very friendly, and the young black gentleman who was working there went out of his way to accommodate me after my ordeal.

I will NEVER stay at a Sleep Inn & Suites again, and I will NEVER recommend...

The location and the staff were great. The hotel itself needs refreshed and updated. Furnishings are worn out and stained. Hallways are dark. As for our room 204 it had a smell that we could not get rid of. We were not sure if it was coming from the air conditioner or if the room had been treated. It was a chemical or moldy smell (not sure) that gave us headaches as the night went on. It was not noticed at first but as the night when on and the air conditioner was on longer it became a problem. We made do as the room itself seemed clean and free of any "critters", and stayed 2 nights. On the 2nd night we stayed out of the room as long as possible and then cracked the door for a while to help air it out before we went to sleep, that seemed to help. We did cancel our 3rd night partly due to this issue and that we had finished our trip to the area. Lastly the breakfast is nice to offer, but very limited. It will give you a bite to eat to start your day but not a great selection. We did not have anything our 2nd morning due to small selection. That's not a deal breaker but others should know. This is a small hotel in a residential quiet neighborhood and good for a few nights stay. It could be great if the owners invested in updating and refreshing it. It is close to the freeway that will get you anywhere you need to visit in 10 - 20 mins. Keep this in mind for dining in the area. As the hotel is now, I personally would not stay again. If it gets a makeover and refreshed we would possibly re-consider it. In all fairness and disclosures, we did not mention the room issue to staff. With the hotels condition we believe all the rooms would more than likely have the same or worse problem. Again, the roomed seemed fairly clean and we just needed a...