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“Disappointed”

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DoubleTree Resort by Hilton Hotel Lancaster
Ranked #7 of 40 Hotels in Lancaster
Certificate of Excellence
Reviewed 14 November 2017

Visited with my wife and kids for the weekend. Stayed here because I'm a Hilton Honors members and loyal Hilton customer. The staff was very pleasant and the indoor pool and water playground were enjoyed by my kids. Unfortunately, I was very disappointed in the quality of the room - beaten and well worn furniture and a dirty floor. It looked like there was old gum ground into the rug in between the beds. Quite frankly, I expect more from the Hilton property where quality and value is so important. The furniture - tv stand/dresser drawers were beat up and the desk chair was beaten up and torn. Room needed a serious renovation, will not be returning.

Room Tip: Not sure because my room was dirty.
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  • Stayed: November 2017, travelled on business
    • Value
    • Cleanliness
    • Service
Thank Marc M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeLancaster, General Manager at DoubleTree Resort by Hilton Hotel Lancaster, responded to this reviewResponded 15 November 2017

Marc M,
Thank you for taking the time to share your experience about your recent stay at our hotel.
We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations in regards to room condition and cleanliness. As you are aware, we are all excited about an upcoming renovation that will include items such as new carpeting, wallpaper, furnishings and more. This does not negate your bad experience with us recently. For that, I do apologize. We hope you will consider giving us another opportunity to give you a great experience, and see our new look once renovations are complete. Dory Hoffman-Kumar :: dory.hoffman-kumar@hilton.com :: General Manager

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36 - 40 of 1,714 reviews

Reviewed 14 November 2017 via mobile

This hotel is a very nice place to hold a business seminar. The staff at the front desk was very pleasant, personable and helpful! Don’t forget to ask for one of their delicious hot chocolate chip cookies at the front desk! The meeting room was very nice. The meal was delicious in the restaurant at lunch time. To me, the attitude of the staff ir attentiveness to detail made the day very pleasant.

Stayed: November 2017, travelled on business
Thank Delmas G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeLancaster, Guest Relations Manager at DoubleTree Resort by Hilton Hotel Lancaster, responded to this reviewResponded 15 November 2017

Delmas G,
Thank you for sharing your great experience, and for choosing to stay with us for your business seminar. We are happy you enjoyed everything the property had to offer, and hope you will return and visit with us again in the near future! Emily Drennen :: Edrennen@willowval.com :: Guest Relations

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Reviewed 13 November 2017

I took my 2 and a half year old son for a overnight stay, so he could swim. He had an absolute blast! The kiddie splash area was so perfect for him and he also loved swimming in the regular pool. When I booked our stay, I signed up to be a hilton honors member. The price I got through that program was great, especially for the quality of the hotel. I would love to bring him back in a few months, I as sure he will have just as much fun as the first time!

  • Stayed: November 2017, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
Thank katiepU6924SY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeLancaster, Guest Relations Manager at DoubleTree Resort by Hilton Hotel Lancaster, responded to this reviewResponded 14 November 2017

katiepU6924SY,
Thank you for sharing your experience, and for choosing to stay with us! We are happy you enjoyed the indoor water playground, and that you were able to enjoy the benefits of joining the Hilton Honors program! We look forward to seeing you the next time you are in the Lancaster area! Emily Drennen :: Edrennen@willowval.com :: Guest Relations

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Reviewed 12 November 2017

Overall was far from where I was working, but the problem was at lunch, the food was not that good, and my entire group got sick.
We dis not want to eat there after the first lunch so we went and eat somewhere else every day!

  • Stayed: November 2017, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
Thank Sandra S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeLancaster, General Manager at DoubleTree Resort by Hilton Hotel Lancaster, responded to this reviewResponded 13 November 2017

Sandra S.,
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations with the restaurant. Your comments will help us as we continually work to improve our guest experience, and I will make sure this is addressed by our food and beverage manager. If there is anything else we can do to make it right please reach out to me directly at dory.hoffman-kumar@hilton.com or 717-464-7502. At DoubleTree by Hilton, we promise to do whatever it takes to ensure you are satisfied and hope you will consider staying with us in the future. Dory Hoffman-Kumar :: dory.hoffman-kumar@hilton.com :: General Manager

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Reviewed 10 November 2017 via mobile

Room is clean..front desk is nice..restaurant is horrible..service is friendly but understaffed. Dessert is frozen strawberries ..trust me pic looks better than it is. First day here hoping things improve.

Stayed: November 2017, travelled with family
Thank bryluke
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
DoubleTreeLancaster, General Manager at DoubleTree Resort by Hilton Hotel Lancaster, responded to this reviewResponded 13 November 2017

bryluke,
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations with the restaurant. Your comments will help us as we continually work to improve our guest experience, and I will make sure this is addressed by our food and beverage manager. If there is anything else we can do to make it right please reach out to me directly at dory.hoffman-kumar@hilton.com or 717-464-7502. At DoubleTree by Hilton, we promise to do whatever it takes to ensure you are satisfied and hope you will consider staying with us in the future. Dory Hoffman-Kumar :: dory.hoffman-kumar@hilton.com :: General Manager

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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 DoubleTree Resort by Hilton Hotel Lancaster

Address: 2400 Willow Street Pike, Lancaster, PA 17602-4849 (Formerly Willow Valley Inn & Suites)
Phone Number:
Region: United States > Pennsylvania > Lancaster County > Lancaster
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Business Hotel in Lancaster
#6 Family Hotel in Lancaster
#14 Romantic Hotel in Lancaster
Price Range: €111 - €180 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — DoubleTree Resort by Hilton Hotel Lancaster 3.5*
Number of rooms: 185
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

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