DoubleTree Resort by Hilton Hotel Lancaster — Hotel in West Lampeter Township

My entire family recently stayed here for my aunt’s wedding (May 15, 2021). After spending 4 hours in the car with my 80 yr old grandmother, my boyfriend and I arrived just 15 minutes before the rehearsal dinner began. I was trying to get my grandmother situated as quickly as possible since she was the mother of the bride. When we walked into the lobby, no one offered any assistance with our bags even though anyone could see my grandmother was overwhelmed. After demanding and scrutinizing our photo IDs, the staff at the front desk assigned us our rooms. They told us that my boyfriend and I were in the basement (1st floor), and my grandmother was on the 2nd floor. Because I was in a rush to get my grandmother ready for the dinner, I did not have a chance to ask any questions about room placement even though I wanted to be close to my mother, the maid of honor, and my grandmother so that we could coordinate most easily for the wedding the next day. Thankfully, while walking my grandmother to her room, I discovered that she was actually on the 5th floor. If I hadn’t walked her to the room and caught the staff’s mistake, she could have been wandering around for hours and missed the rehearsal dinner entirely. During the wedding ceremony and reception, I was singing and overseeing two performances so the night before the wedding was crunch time. When my mother came down to my basement room to rehearse our songs just after the rehearsal dinner, she was outraged at the discrepancy in our rooms even though we were paying the same price AND had booked under the same reservation! My room was just around the corner from the sanitization closets and bulk laundry rooms. I was also parched and exhausted from the day. When we went up to the front desk, they gave us 1 water bottle for free and informed us that any additional water would be $2 per 16 oz bottle. When we asked about the room placement, and why the entire wedding party except myself had been placed on the 5th floor, the staff informed us that even though a reservation guarantees you a room, they are assigned at check-in. We then inferred that rooms were assigned based on where the front desk staff think that a particular guest belongs in the hotel. Apparently, my boyfriend and I were “basement people” according to the initial assessment by the front desk staff. I felt humiliated. After about 10 minutes of circular explanations, the manager informed us that they did in fact have a room on the 5th floor free, but made it clear that the room change was a big inconvenience to him, and we had to clear out of our basement room as quickly as possible. So my mother, myself, and my boyfriend rushed downstairs to move all of our things. At 11 PM the night before my aunt’s wedding, my boyfriend and I finally had suitable accommodation. Then, we could begin our rehearsals for the next day. The room change set us back over an hour and cost the maid of honor and other members of the wedding party precious hours of sleep. Ultimately, staying here was the opposite of an enjoyable and relaxing experience. I felt humiliated and like I was working against hotel staff trying to sabotage my aunt's wedding. If you are looking for a hospitable and friendly place to stay, don’t look here, especially if you have elderly relatives that need a little assistance. I’ve stayed at two-star motels with friendlier and more capable staff. The only reason I gave this place two stars is because I didn’t...

Im giving this location 3 stars. Pros: Rooms were nice and somewhat updated, They have an indoor heated pool with a heated kids' water park pool. There is a fun arcade beside the pool area, which was fun. They also have a huge indoor court yard for conferences, etc. Cons: Customer service, I travel all the country year round and stay in Hilton properties everywhere, including overseas. I have been a Diamond member for at least 4+ years. I booked my room for 1 night and my travel plans had changed so I needed the room for another night. Someone else had reserved the room for that night. Now, I have been bumped from my room that I've reserved at least 5 times by other Hilton locations over the years. The front desk wouldn't move the reservation and, instead, made me move into a smaller room. One thing i have learned in 5+ years of travel is that a reservation is not a guarantee you'll get that room, flight, spot, etc etc. I reluctantly agreed to move rooms, but the front desk staff didn't say sorry, give me discount, offer points nothing whatsoever. So just understand booking at this location, and being a Diamond member means nothing to the staff here. They could care less that I paid top dollar for that room by directly from Hilton instead of saving money by booking through a travel website. I understand they have the right too to modify or refuse a room. I just hope whoever got the room I wanted to stay in was a Diamond member as well and didn't book through one of the discount travel sites. Another issue is housekeeping. Both mornings they banged on the door at 8:30am and 9am. I don't know if this is from poor management, maybe the front desk doesn't communicate with housekeeping on who has checked out, or if a shortage of staff so they have to start before you check out. Be sure to tell the front desk that you don't want to be disturbed, otherwise they are coming in. I'm not sure why they can't wait till 11am like nearly all the locations I have stayed at. The onsite restaurant was ok. The breakfast is definitely not worth what they charge. It's the exact same brand of food you get at Hampton Inn for free. Save your credits for dinner if you're staying another night or check in before dinner. The hamburger and shrimp dinner was good. Service in the restaurant was good also. You can save money on breakfast by walking across the street to Starbucks. Lastly, not a pro or con, just an FYI, If you're like me and are traveling with your wife and no kids, don't bet on the pool not being loaded with kids. Both days, parents had the pools and arcade loaded with kids. If you are traveling with kids, then you'll be right at home. Otherwise, be ready for the onslaught of kids in the heated pool. Kidless people bear in mind that this is a...

Pros: Was excited to use my new Diamond status at this property. Was pleasantly surprised at the affordable price for the labor day weekend. Stayed here for the two nights. Was super excited about the kids pool area which was great for our young kids. Temperature in the pool area was nice and warm, water temperature was great. Towels was plentiful and available. Location was great and very close to all the attractions. A young man named Kyle working at the 24Hundred Cafe is super swift and smart when taking orders, applause to him for working with a sling on his arm. He was very friendly & efficient. Checking in was, at first, a breeze, until...... I had to ask about my diamond status benefits.

Cons: 1 - Front desk not willing or unknowledgeable about diamond status benefits. I had to ask about what was available. According to the Hilton Diamond Status page, I believe there was a "daily F&B $30 credit for myself & a guest". When asked for clarification at front desk, I said, "I'm here for two nights, do I get $30 or $60 credit for my guest & I?" she said, and I quote, "You get $30 for your entire stay, and I wouldn't use it tonight for dinner I would use it for tomorrow's breakfast". I arrived on Saturday night 9/3. She got me even more confused after saying that. I'm thinking, is it $90 F&B credit. What she said was contradicting the benefits language. I had to reach out to Corporate Guest Relations Specialist during my stay to get clarification. If i had followed her advice, I would have only received $30 for my entire stay, when I should have received $60.

In closure, this put a really bad taste in my mouth for using my diamond status for the first time.

ordered breakfast from the cafe, placed two kid breakfast orders and ended up with four orders because the young lady on the phone didn't understand me. what i ordered with the scrambled eggs, and the mickey mouse pancakes. ended with like 20 pancakes and 110 sausages. (face palm)

Also, the late check out process also did go so well, I called front desk and asked for a late check out. Was told 11am is typical check out time, I can give you 12pm checkout, in a condescending voice.

room was old, if it was even considered an upgrade. no usb ports available for charging.

the Hilton app & website is non-existent, you have to call everytime you need something. unlike other hotels, you can request everything through the app. hilton website doesn't allow comments, CAPTCHA link is broken, thus, can't submit a complain. Had to reach out via Twitter and took HOURS to respond indicating they were backlogged. I finally got a response via email.

In closure, just didn't feel the diamond status touch, may sound snobbish and is a 1st world problem, but diamond status isn't...