“Nice Facility. Horrible Service.”
We booked last minute, so we paid around $1500 for a weekend away. Arrived at the hotel, and was told we had booked too many people in the room (we have a 15 mos old, which made 4). We had asked for a crib, but the girl (kid) at the desk was snotty about it. Checked in around 5pm, received crib at 10pm.
Day 2. We had a guest arrive who couldn't stay on property because it was booked. I can't fault them for that. We told her tours at the hotel and take the shuttle to the park to meet us. They would not allow that because she didn't have a room key and her last name is different from the reservation. Nice. We finally talked to someone in management who gave her a key to ride the bus.
Day 3. We took a stroller up to the main building for breakfast. It was close to 1030 when they stop serving. We got to the elevator, which took about 15 minutes. We had to use it, as we had a big stroller and the stairs didn't seem like a great idea. We arrived at 1030 and were told that we were too late for breakfast, although everything was still set up and people were eating.
Day 3 also...
We thought about staying another night. Checked online, and the same room type we were in was available. Checked the weather, and it looked poor, so we decided not to. Instead, we called for a late checkout. We were denied because they had someone scheduled in the room. They obviously had other rooms of the same class available (as evidenced on the website), but the person on the phone was unable or unwilling to make any effort to accommodate the request.
Will not return. Not even close to worth the money.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Brandon L,
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Thank you for your comments regarding your recent stay. I am sorry to hear that your experience was not as you had hoped it would be.
I understand your concern that your friend was initially denied access to the shuttle to Hersheypark. Due to the popularity of the shuttle, we have to limit access to Hotel guests to avoid unnecessary waits for our guests. I was glad to hear that your friend was eventually able to ride the shuttle.
This is our busy time of year and it is not always possible to honor late check-out requests, however we should have offered alternatives, such as luggage storage and use of our locker and fitness facilities for changing and refreshing prior to your departure.
Again, please accept my apologies for the disappointments you experienced. We would welcome the opportunity to speak with you directly to learn more about your experience and how we might restore your confidence in our service capabilities. Please feel free to contact our Guest Relations Manager at 717-533-2171.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.