This hotel was really nice and the staff was awesome. That being said however, there were a number of issues with our stay. To start off with, when we arrived my husband and I went right to our room (which was beautiful by the way) I immediately changed though and headed down to the pool area where it was incredibly slippery!! Although there were signs noting such, it was definitely NOT enough! I almost wiped out big time!! I headed over to the hot tub where the water level was too low that the jets were blasting water out onto the pool deck, not to mention the water itself was on the yellow-side -- GROSS! So I decided to do the pool instead... and as soon as I got in, and started walking across the pool floor (which was lifting) I almost walked into a nasty floating jellyfish-like glob of long, dark hair -- Gross! Needless to say, after my nasty ordeal in the pool area, I decided that I absolutely needed a shower. So I headed back to my room where I told my husband about my disappointing encounters in my much anticipated pool outing and that I needed to shower. The shower was AWESOME! Later on that night however, when I was getting into bed, I pulled the blanket and sheets back to find a small dead bug sitting right there where I was about to lay -- gross!! My husband flicked it off and said 'what bug? get into bed'. Wanting to try and overlook yet another disappointing ordeal, I sucked it up and went to bed (which in spite of the 'surprise' in the bed was the best night's sleep I've had in a long time.
The second day though, we came back to our room after a long day of tourism and was after housekeeping came through, to find they forgot to leave us washcloths for the shower.... it being very late, I waited until morning to contact guest services. In the morning when I got up, I decided to walk down to guest services to request the forgotten washcloths and as I was getting into the elevator, the door hit me! I as well as the 3 people in the elevator were stunned! It caught us all by surprise and it hurt pretty good too. So when I got down to the desk I informed them of my washcloths situation and made a point to mention about the elevator needing to be checked as it almost knocked me off my feet.
2 hours later we were checking out and the manager asked that they could take an incident report, which I absolutely understood. After reading my survey that I completed and taking into consideration the elevator incident, he graciously offered to comp us for 1 night's stay, but then later said he couldn't because we paid through Priceline and Priceline would get the credit if it was issued. He instead offered to comp us for our parking (which was only $14) and we took it so we could get out and on our way.
Even though the hotel was beautiful, the little issues that we encountered really were enough to say that we probably won't be going back there anytime soon.
Really surprisingly disappointed...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
On behalf of the staff and management of the Lancaster Marriott at Penn Square, I want to express appreciation for all constructive feedback offered by our guests on this forum. We take the opinions of our guests very seriously and work very hard to continuously refine our guests’ experience by assessing our own performance and learning from such valuable feedback. Our number one priority is to provide all guests with the highest level of service, comfort and safety. I would like to sincerely apologize for any inconvenience our guests may have experienced at our hotel.
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We always appreciate the opportunity to address any concerns brought to our attention directly. Our management team can be reached at 717-207-4000. Please don’t hesitate to contact us at any time.
Thank you again for taking the time to communicate your feedback. We look forward to the opportunity to serve you again in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.