We were to Lancaster/Strasburg a few times previously and were intrigued by the stellar reviews for the Fulton Steamboat Inn and its outside decor. The rooms are nice: clean, well furnished, comfortable. However, the amenities are in no way justified by the cost. There simply are other hotels in the area that provide the same and more for substantially cheaper. Perhaps it is the steamboat theme that lures travelers, though it fails to play a substantial role. Nonetheless, this hotel is highly overrated. The pool is well kept but extraordinarily small--if there are five or more people in it, you will bump into them. The bar was passable, though the service was lethargic despite a sparse crowd. However, the deal breaker was the theft which occurred and the utter lack of response from management. My wife left a pair of shoes in our room upon checkout, and she realized this about a half-hour after departing the hotel. We returned in person, only to be told that the shoes had vanished, lost and found was closed for the day, and a phone call the following day was required. We were frustrated, but we did not give up hope. We called the following day and left a message, No reply. We called again the next day and left a message. No reply. Again we called two days later and left a message. Again there was no reply. This is inexcusable to say the least. At $180/night, one would expect far better service. There are too many options in the area, and this lack of professionalism and thievery preclude staying here ever again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Steamboat Passenger,
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We appreciate your comments regarding your recent experience with us aboard the Fulton Steamboat Inn, located in the heart of Lancaster County, PA. Your feedback regarding the comfort and cleanliness of our guest rooms is very appreciated, and we thank you for sharing these items with the readers of TripAdvisor.
Our team works very hard to provide exceptional guest services and clean well kept accomodations, which ultimately support our goal of ensuring our guests receive a great value. In addition, the Fulton features several programs that support our value driven philosophy such as Exclusive Passenger Discounts in our full service restaurant and tavern, Guppy Love, Complimentary Wi-Fi access, a Welcome Reception for all guests with cookies and lemonade, complimentary coffee and tea reception during morning hours, exclusive guest room accomodations, and pool hours for our adult guests, and many different activities for our "Jr. First Mates." If you have any suggestions on how we can continue to improve our guests' perception of value, please do not hesitate to contact me directly as it is through our guests' remarks that we will improve.
I am very surprised to hear about the uncharacteristic poor service which you received in regards to your lost item, especially from our management team. Our team is typically very willing to assist our guests who may happen to leave an item behind. Unfortunately, we did not follow through on your item, however, I will look into the missing shoes, and contact you directly once I have more information. I look forward to talking to you soon.
Peter J. Chiccarine
Fulton Steamboat Inn
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.