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“Ruined trip”

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Radisson Lackawanna Station Hotel Scranton
Ranked #3 of 10 Hotels in Scranton
Reviewed September 7, 2013

Hotel had two LARGE events booked on same evening ( we were not informed of this at time of check in). One in ballroom and one in back parking lot (Music Festival) At 9PM the main parking lot was double/triple parked with NO reserved spots for hotel guests.
After circle the main lot and surrounding streets for 45 minutes, we double parked and went to reception desk to ask where registered guests were supposed to park. The only person there was the night manager, who was overwhelmed, he said that the main lot was for the event and that parking for guest was in their "lower lot" (seemed odd that guest wouldn't have priority in main lot near building). The lower lot was about 1/4 mile of right turns to a University of Scranton parking lot,which required climbing two flights of stairs to get to the back of the hotel. We were also told that the events would wrap up 11PM(ish). (Night manager, after our complaints, did adjust room rate, but in the end didn't make up for inconvenience or noise.) Our room was vibrating from the music and there was no way to get to sleep, and we could not turn TV up loud enough to block out noise. At 11:20PM we could hear the announcer bring another band on stage and knew this was NOT going to be over for a LONG time, so we went to front desk (again only night manager there) and said we were checking out. He was handling numerous other unhappy guests. So we got the night taken off our bill, left and drove the 5 hours back home. The valet (who was not out front any of the times we circled the lot) did appear and offer to move cars and park our vehicle for us, but with all the alcohol that was flowing at the music festival, we were not comfortable having our car in the hotel main lot. The valet was very nice and trying hard but he had his hands full.
We have stayed here many times in the past, but probably not in the future. We understand now that the "music festivals" happen often so ask first before you stay or else you won't sleep or be able to park close by.
Hotel is a lovely historic building, so it is a real shame to have such a bad experience.

Our room was nice when we checked in with good views, comfortable bed, but bathroom could use some attention. Water pipe access area wasn't covered completely, towel bar was crooked, curtain rod was broken and bath tub filler button wasn't working.

  • Stayed: September 2013, traveled as a couple
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1  Thank William T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlson Hotels C, Online Customer Support at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 12, 2013

Thank you for taking the time to reach out to us. We understand how important a quiet environment is and apologize you were not told of the two large events at check in. Your feedback helps us prevent situations such as this in the future. We hope you will give us another chance if you are in the area again.

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865 - 871 of 1,097 reviews

Reviewed September 3, 2013

My husband and I thoroughly enjoyed our stay at the Radisson Lackawanna Station. The room was very clean and the hotel itself was beautiful. There were lots of nice features which were reminiscent of the train station that this used to be. My husband is a real train buff so it was perfect for him. It was only 5 minute ride to Steamtown. If you are here on a Sunday we highly recommend the Sunday Brunch...a bit pricey but worth every penny!

  • Stayed: September 2013
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Thank pnklady24
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan P, Guest Relations Manager at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 7, 2013

Thank you for taking the time to write a review of our property! I am thrilled to see that you enjoyed your time with us and that your husband was able to experience Steamtown. I am also happy that you loved our famed Sunday Brunch!

On behalf of the entire staff at the Radisson Lackawanna Station Hotel, thank you for your business. We hope to see you again when your travels bring you back to the Scranton area.

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Reviewed August 31, 2013

The building is beautiful and the staff is fantastic! I've read some of the other reviews and will agree that the rooms could use some upgrades but my room was comfortable and clean and I loved it. I especially loved the Sleep Number bed!

The bellman told me the rooms were originally offices so they are in all different sizes and shapes. I like the uniqueness of the rooms and the building.

The history of the building is the reason I stayed but the rooms and hospitality will bring me back!

Room Tip: They have a layout of the rooms printed. I wasn't happy with the first room I got and they let m...
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  • Stayed: August 2013, traveled on business
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Thank kem12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan P, Guest Relations Manager at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 7, 2013

Thank you for taking the time to write a review of our property. I am thrilled that the bell staff were able to explain some of our history to you and that the entire staff provided you with exceptional service.

On behalf of the entire staff at the Radisson Lackawanna Station Hotel, thank you for your business. We hope to see you again when your travels bring you back to the Scranton area.

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Reviewed August 27, 2013

It was a very nice stay. Staff very friendly and helpful. Incredible period feel to the whole place, just amazing. But, it did feel a little worn or tired. I was very glad I stayed because of the history you feel, but it would have been nicer with a refresh on things.

  • Stayed: August 2013, traveled on business
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1  Thank Dave B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan P, Guest Relations Manager at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 7, 2013

Thank you for taking the time to write a review of our property. I am happy to see that you enjoyed our historic building and that the staff was friendly and welcoming throughout your stay.

On behalf of the entire staff at the Radisson Lackawanna Station Hotel, thank you for your business. We hope to see you again when your travels bring you back to the Scranton area.

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Reviewed August 23, 2013

On a recent trip from Vt to Washington DC, we decided to make it an overnight experience and break up the driving into two days. We had a number of Radisson points so finding a Radisson hotel was a primary requirement. Having determined a good route, we discovered that there was one in Scranton, PA, so we called and made a reservation.
We knew noting about the hotel, only that the Radisson name was likely to provide clean and comfortable accommodations for the night, plus it was going to be free!

We entered the lobby and what a surprise. This is a really magnificent restoration of an old train station and office building which was originally built in 1908 as the hallmark main passenger station and terminal of the Lackawanna and Western Railroad. Marble is everywhere, with very unusual dark maroon and creme coloring and there is a remarkable series of tile landscapes below a stained glass ceiling.

Our room was both clean and comfortable, with an outside window in the bathroom, something we've rarely seen in a hotel. The staff are quite friendly and helpful and our breakfast in the lobby restaurant was very enjoyable.

  • Stayed: May 2013, traveled with family
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Thank leedsbr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan P, Guest Relations Manager at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 7, 2013

Thank you for taking the time to write a review of our property. I am thrilled to see that you were pleasantly surprised on arrival and that you were able to use your Club Carlson Points to purchase the room with us.

On behalf of the entire staff at the Radisson Lackawanna Station Hotel, thank you for your stay!

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Reviewed August 11, 2013

My two teenagers and I stayed here while on a college visiting trip. We were excited about staying in a transformed train station. The lobby is beautiful and is a throw back to a grander time. The rooms, while comfortable, needed a little facelift and the shower in the bath felt a bit unstable (my son said it felt like he would fall through.)
Check in was slow and needs to be a bit more professional. Guests always like to feel like they are being treated special upon check in and we didn't get that vibe when we checked in.
That being said, this was an adventure for us and I am glad we selected this hotel instead of a chain on the highway.

  • Stayed: August 2013, traveled with family
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1  Thank trishaNewJersey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan P, Guest Relations Manager at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 7, 2013

Thank you for taking the time to write a review of our property. I am sorry that you had mixed emotions about your stay and that you felt that check in was slow and unprofessional. I will discuss these comments with my staff in order to correct and continue to improve upon the guest experience.

On behalf of the entire staff at the Radisson Lackawanna Station Hotel, thank you for your business.

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Reviewed August 4, 2013

It's important to understand that this is a historic building, and historic buildings are not the easiest to deal with. It is a beautiful building, both from out front and in the lobby. But take a close look at things and it feels a bit worn out and run down. Apparently there are new owners who want to fix things, though. And perhaps most important, the staff is very friendly and does their best to be helpful.

Parking is a problem - worse this last weekend because of a jazz festival. And apparently some staff called in sick, leaving only one person to valet cars and drive the airport van. When we got to the front desk, there was no one in sight - but someone did come out when I called out. And when I had a problem getting the wifi to work, someone came up in just minutes - late at night, to help.

A side note; pretty much everything I'm reporting here I did discuss with managers or supervisors, who I believe are committed to fixing the problems that came up.

And the room had some problems. The sink had a varying mix of cold and hot water that seemed independent of which faucet one opened. The desk chair was broken, and 2 attempts at reporting it did not get it fixed or replaced. The light switch plate was broken - caused by bad placement of a hotel style door lock. Wifi is about the slowest I've seen lately in hotels, but it was generally usable. Nice hi def TV's, but the channel guide did not appear to be complete, and despite the availability of local hi def stations, we couldn't find any hi def to watch.

The heating / cooling was quieter and more controllable then in many other hotels, and worked well - except in the bathroom, which had no viable ventilation whatsoever despite their being an exhaust vent. Bathroom and room were well supplied - and both were very, very clean. It is very clear that housekeeping is well done and well supervised. We did have to try 3 locations to find ice - none on our floor, the machine on the next floor out of order, and by the one that did work, a big puddle on the floor.

We had a late night snack in the 'wine' bar - the food there was excellent, and the young lady behind the bar took very good care of us and other patrons. We had a buffet as part of a party earlier, and the bar-tender there was also quite a pleasure. However, the quality of the food at this party buffet was somewhat variable, some being dried out and overcooked. We also had the famous Sunday buffet - and were very disappointed. Some hot dishes were hard, dried out or very chewy. Juices - orange and grapefruit, tasted like they came out of a can. But the made to order omelets were very good, exactly as requested. And the long standing chocolate fountain was a pleasure. Part of the problem - not all buffet staff were well trained, and there was no chef around to stir things, make sure things were OK.

We're glad that we came - both for our event, and because we really like the hotel and building. But they do have some things to fix. Dead light bulbs outside, assorted worn out areas inside, one of 2 elevators out of service, inconsistent training levels, and very uneven food service. Some of this will cost some money but will make future stays more comfortable and pleasurable.

Room Tip: Every room is shaped differently. So go by bed size, and perhaps view.
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  • Stayed: August 2013, traveled as a couple
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Thank Ron T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Megan P, Guest Relations Manager at Radisson Lackawanna Station Hotel Scranton, responded to this reviewResponded September 2, 2013

Thank you for taking the time to write a review of our property. I am sorry that you ran into issues while staying with us and that parking was an issue due to JazzFest taking place in our under cover area. I understand how frustrating it can be to have lessened parking as a guest not attending the festival. I am thrilled to see that housekeeping was professional and efficient and that the server at the wine bar was excellent for you, though.

On behalf of the entire staff at the Radisson Lackawanna Station Hotel, thank you for your business.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Radisson Lackawanna Station Hotel Scranton

Address: 700 Lackawanna Ave, Scranton, PA 18503-1705
Phone Number:
Location: United States > Pennsylvania > Scranton
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Wheelchair access Airport Transportation
Hotel Style:
Ranked #3 of 10 Hotels in Scranton
Price Range: $106 - $170 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Radisson Lackawanna Station Hotel Scranton 3.5*
Number of rooms: 146
Official Description (provided by the hotel):
Beautifully restored former D.L.& W rail station. Designed by Kenneth Murchison and dedicated by President Truesdale in 1908, this neo-classical French Renaissance structure is the gem of Scranton boasting 146 renovated guest rooms along with Carmen's 2.0 Restaurant, Trax Bar & Grille, and elegantly appointed modern Banquet and Event space. We also offer freshly brewed coffee along with 10 wines by-the-glass, specialty Italian desserts, and pastries in our Station Cafe located in the Grand Lobby. Our distinctively professional and qualified staff proudly offer a 24-hour Fitness Center, 24-hour Business Center, 24-Hour Security, Free in-room high speed wireless, and complimentary airport shuttle to/from Scranton/Wilkes Barre International Airport. ... more   less 
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Also Known As:
Radisson Scranton
Scranton Radisson

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