Made a reservation 2-3 weeks ago for this hotel for a Monday and Tuesday night; was really looking forward to it. Got there at around 11 on the Monday (so we weren't the last ones to arrive for the night, but maybe the first are punished), and despite having a reservation, a confirmation number and a charge on our credit card, we did not have a room. Apparently they were overbooked and because we made our reservation through their website (???), so we were being "walked" over to the Doubletree. Well first, what exactly do you not understand about a reservation? Secondly, we chose this hotel because of its architecture and history...if we'd wanted to stay in a chain, we could have booked that ourselves with a lot less research. And lastly, the "walk" took us to the opposite side of Lancaster from where we wanted to stay. Very disappointed in the customer service, if you can call it that, at what was to be the most interesting of the hotels in which we had planned to stay during a much needed vacation. Thanks for nothing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am truly sorry for the inconvenience you experienced upon your arrival to the Cork Factory Hotel. It is never our intention to relocate guests who would like to experience the uniqueness of our property, and I take your concerns very seriously. While there could have been a number of reasons that led to an oversell, it is no excuse to not contact you before your arrival and discuss all of your options. I will be discussing this issue moving forward with my Front Desk and Reservations staff, to ensure that the customer service level to which most of our guests are accustomed will be met with no future exceptions. Please feel free to contact me directly using the information listed below, if you would like to discuss your experience further, or to discuss how the Cork Factory Hotel can persuade you to give us another opportunity to exceed your expectations.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.