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“Average hotel. Poorly trained staff.”
Review of Heritage Hotel

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Heritage Hotel
Ranked #21 of 40 Hotels in Lancaster
Reviewed June 10, 2012

Fine, clean rooms. We were placed next to an exit door and drop-off portico on the second floor and it was very noisy all night. After a short night's sleep, housekeeping showed up impatiently at 8 am banging on the door to clean the room. Asking about checkout time, we were informed that checkout was at 11 am. Then why was housekeeping waking me up at 8!? Upon calling the receptionist, the untrained attendant had no viable reply. At checkout there were other guests complaining about the same issue. The assistant manager, Patty, told them that this was the hotel policy and the only way for housekeeping to know when a guest has checked out. Sounds like a poor protocol to me! Especially when other hotels all over the world accomplish the task of housekeeping without unecessarily harassing their guests. And at the very least, they are apologetic versus patronizing when told that they should just put a door hanger on their door next time. Poor customer service and unprofessional management. Thankfully, I don't have to visit PA very often.

  • Stayed: June 2012
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2  Thank Kifaru-Kidogo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Joshua_Gallant, Manager at Heritage Hotel, responded to this reviewResponded June 14, 2012

We are sorry to hear about your experience. Although it is our policy to have housekeeping check our departures, 8am is early for them to begin knocking on doors. I will bring the issue to the attention of our housekeeping manager for her review. Thank you for your feedback. It is our goal to provide each guest with a positive remarkable experience and I apologize for the situation that occurred.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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199 - 205 of 257 reviews

Reviewed June 4, 2012

I stayed in this hotel for a soccer tournament and was disappointed. The breakfast was okay but cost $10 for a buffet. I was afraid to ride in the elevator because they were so old. Also upset about the staff's placid reaction to the fire alarm being pulled at 2am.

  • Stayed: June 2012, traveled with family
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1  Thank Meg A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 23, 2012

Stayed at this hotel with a group on May 15, 2012. Judging from the outside I thought we were in for a let down. To my surprise the rooms were remodeled and up to date.The bathrooms were beautiful with plenty of washcloths and towels. The furniture was new and the beds comfortable. New flat screen tv with lots of channels.The room was very clean.The breakfast buffet was plentiful and very good.

  • Stayed: May 2012, traveled with friends
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2  Thank Claytonandrew
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 30, 2012

My husand and I stayed here for 2 nights and must say it was great. The rooms were very clean and the staff was great. The housekeeper that cleaned our room the next day did a very good job. The should have names on the enevelope so the guest would know who the hskp. was. I would stay here again sorta alittle ways from the OUTLET Stores, but once you find your way it is easy after that.

Room Tip: Room was quiet and very clean.
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  • Stayed: March 2012, traveled with family
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1  Thank 12barb1944
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed February 13, 2012

We stayed here during a tournament with our team. The hotel was packed with kids and parents and gear and coolers yet the staff seemed calm and very capable. The breakfast buffet was average food but it was all fresh and easy "on the go". The servers were great, friendly, experienced and helpful. The rooms are basic and come with a refrigerator if you request one. They were clean and the bathrooms were updated and cute. The lobby and lounge gave us areas to settle into at night for a break from the hustle of the day. Free internet, newspapers and coffee in the lobby. My only complaint: the backdoor that was suppose to be locked and accessed only by room key was not locked at all and a second door was often propped open at night with a wooden wedge. This was really unsettling as we had teams of kids in the hotel.

Room Tip: if you are staying on the weekend you should request a room away from the lobby bar. Although it di...
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  • Stayed: January 2012, traveled with family
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1  Thank Tmag10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 15, 2012

We originally wanted to try out snow tubing and researched a few places, coming across Avalanche Express in York, PA. We were going to pay $30 for the four of us for a day long tubing pass when I found overnight packages offered by AE on their site. All of the packages are reduced if you stay at Heritage Lancaster, their sister location. We booked directly with Heritage, literally, a few hours before driving to Pa from Va. Jim was GREAT! He secured our package for $145 total--taxes included--and that got us our room, 4 all day (for TWO DAYS) tubing and ice skating tix at Avalanche Express, 25 tokens at Bogey's--which is like an arcade place at AE, AND discounted tix for Turkey Hill ice cream Experience at $7 each. The hotel was wonderful--very friendly staff, nice, warm rooms (considering the freezing temps outside), and great location! The package says its 20 minutes away from the Avalanche but we found it a lot closer. Bob Evans is a stone's throw from the hotel and we ate there for lunch and breakfast. We hit Avalanche Express for night time tubing and skating, enjoying some time by the fire pits as well. We really enjoyed our first tubing experience and will definitely stay at Heritage Lancaster again--it's not The W, but it's warm, friendly, and really light on the wallet! My only "complaint" if any is that the package wasn't very well known, to either Hertage staff or Avalanche Express staff, or even the Turkey Hill people! But, once I showed them the details they were all more than accommodating to ensure we received exactly what we paid for. Excellent time!!

  • Stayed: January 2012
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2  Thank Cartagenas17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 24, 2011

Advantages:
The free breakfast was amazing (waffle maker, TV at table, good selection)
Great tree-house restaurant
Easy access with good local amenities (supermarket, fuel, pharmacy)

Disadvantages:
Poor TV choices
Pool uninspiring (in the middle of the car park)
Weird location
Mystery entrance

  • Stayed: August 2011, traveled with family
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1  Thank yorkiehannah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Heritage Hotel

Address: 500 Centerville Rd, Lancaster, PA 17601-1306
Phone Number:
Location: United States > Pennsylvania > Lancaster County > Lancaster
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #21 of 40 Hotels in Lancaster
Price Range: $107 - $286 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Heritage Hotel 3*
Number of rooms: 166
Official Description (provided by the hotel):
Conveniently situated at PA Route 30 and Centerville Road, Heritage Hotel - Lancaster has been hosting local and regional guests for nearly 40 years. Enter the freshly redecorated lobby to experience a Lancaster County welcome that delivers a comfortable environment, a great night’s rest, and helpful, professional service. Ask about the remodeled rooms that feature new mattresses, premium pillows, new bed linens, tiled showers and other enhancements that make a comfortable, stress-free stay. The hotel is full-service, featuring Loxley’s Restaurant & Bar plus free Wi-Fi and fitness room. In the summer, kids and grown-ups alike enjoy the outdoor pool. Guests of Heritage Hotel - Lancaster benefit from easy access to the major east/west corridor PA Route 30. Tourism centers and the historic downtown are just minutes away. Centerville Road, running north/south, leads into fast-growing commercial/industrial centers. The hotel is also minutes from the Lancaster’s robust college community including Millersville University, Franklin & Marshall College and Lancaster Bible College—making it a great choice for parents, alumni and other campus visitors. ... more   less 
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Also Known As:
Heritage Hotel Lancaster
Park Plaza Lancaster

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