I stayed at the hotel two years ago with my wife, we stayed in room 2009 which was on the same level as the pool and the room was a suite. We had a great time, i felt the hotel was super clean and staff was very pleasant. I told my wife that we need to come back to this hotel with the kids so two years later we book the hotel via Telephone. My wife told the hotel we wanted to stay in room 2009 (not hard to remember the room when its the year you got married) My wife explained that room 2009 was so accommodate because it has a big tub for the kids and its so close to the pool. My wife told the hotel if they did not have room 2009 available we wanted the SAME TYPE of room. The hotel tell my wife they will be able to accommodate us because we booked the room two months in advance. We arrive on Friday around 5pm, we check in and the room number is 1020, i told the front desk girl Carrie that its not the room we requested, she assures me its the same type of room just not on the pool level, i say ok. We proceed to the room, and realize its a totally different room, no where near the room like 2009, NO BATH TUB, just a stand up shower. How am i supposed to give two kids under 3 a shower ? I call the front desk and speak to Suzan, Suzan tells me its the room you booked, i explained i need a bath tub and its not the room i booked. Suzan goes on and tells me the only rooms with bath tubs are standard 2 queen bed rooms, i told her that i find that hard to believe because i stayed in room 2009 two years ago and it had a tub. Suzan then tells me she will take $40.00 off a night for the room, I personally don't think that enough. I then go and do my own research and look for room 2009, and i knock on the door and the people in there were kind enough to let me take a look at room and sure enough has a whirlpool tub and is bigger than the room we are in. I call the front desk back and a Suzanne answers and i explain everything to her and told her why did The other two girls lie to me about the only rooms that have bath rubs are standard queen bed rooms, She responded that she is sorry that they gave me wrong information and she wants me to enjoy my vacation with my family. They told me the hotel is sold out and there are no other room available like 2009. This whole situation caused a huge inconvenience for my family and i will never visit this hotel again.
PS: The Pull out sleep sofa is the most uncomfortable thing i ever slept on, I felt bad having my 2 year old sleep on it.
- Official Description (provided by the hotel):
- Whether business or pleasure brings you to the heart of Pennsylvania Dutch Country, our friendly service and host of on-site amenities promise a productive yet relaxing stay. The DoubleTree Resort by Hilton is proud to offer a host of amenities including a golf course, indoor and outdoor pools, indoor water playground, two restaurants, state-of-the-art fitness center and much more. From the warm DoubleTree chocolate chip and walnut cookie that greets you at check-in, to the moment we say good-bye, the welcome never ends at Lancaster County's premier hotel, conference center and family resort. ... more less
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- Also Known As:
- Doubletree Resort By Hilton, Lancaster Hotel Lancaster