Lancaster Marriott at Penn Square

Spoke with Kristen the general manager about needing to cancel my reservation on September 5, my birthday weekend away and also celebrating six months of rehabilitation from a reconstruction of my ankle. I went through all the appropriate and recommended channels to rebook as I am recovering from COVID. I was told by Bonvoy that they would reach out to the Marriott Lancaster directly. I called the hotel directly a few hours later. Kristen answered. I asked why I was never personally reached out to because I did ask Marriott Bonvoy to relay this message to her, then me. She seemed bothered that I was speaking with her (she answered the phone, I didn’t even know who she was at first) and loudly said, “I received your request and I denied it! It’s a month away and you will be fine by then, there’s no reason you can’t be here! Covid does not take that long! It’s not my fault you can’t taste or smell !” I asked why she didn’t call me herself. “That’s not my job! I returned my denial to Marriott, that’s all I am required to do!” I said I would just do a charge back on my Marriott Bonvoy Chase Visa. Quickly shouting, “You can try, but you will lose!” I called back and asked for a manager, unaware she was the general manager, “I am the GM and you cannot speak to me any longer about your situation!” Click. Finally, out of desperation I reached out to Marriott Bonvoy and was rebooked for the same reservation. What Kristen never asked or even empathized about was that I may really be sick more than her medical opinion. I am a diabetic with HIV. COVID is a serious health problem for those of us who are already dealing with underlying conditions. Beware of reservations at this hotel. Its general manager is not here for the guest (spending $794 for only three nights, a full month away). Kristen is only out for your money. I guess it’s coming up for bonus time, and booking her hotel for a slow after summer weekend, is of her utmost importance. Not me or my money.

Overall great stay. As a platinum member received access to M lounge, room upgrade, and late checkout. Parking is connected and just a short bridge walk to connect to property, parking can be charged to room just bring your voucher to front desk. Staff is friendly and will try to accommodate requests. Rooms are clean and better than your average Marriott. On-site restaurants are good/tasty, the rooftop at Exchange restaurant has a trendy vibe yet family friendly during the day. The pool is large and heated, I am not sure what temperature it is kept at but 2-3 degrees warmer would’ve been nice, the sauna is perfect temperature. M Lounge / Club lounge is better than average, has breakfast offering, afternoon snacks, evening hours d’oeuvres, beer/wine for purchase, coffee/espresso. Very responsive to chat feature on app, mobile key didn’t always work so we kept a regular key just incase. Great place to use redemption voucher!

We have stayed at this hotel multiple times before and always had a great experience, which made our recent visit all the more disappointing. During this stay, the air conditioning in our room stopped working. Unfortunately, the hotel was fully booked, so they were unable to move us to another room. We ended up spending a very uncomfortable night with our baby and toddler in the heat - something no parent wants to experience on a trip. To make matters worse, the in-shower body soap dispenser was empty. Despite making two separate requests, it was not refilled until much later, which was frustrating and added to our overall dissatisfaction. The hotel staff mentioned they would follow up regarding the issues we encountered, but we were never contacted. It’s really disheartening to see the drop in service at a place we once enjoyed. We hope management takes feedback like this seriously and makes the necessary improvements.

Nice hotel in the heart of Lancaster, right next to convention center. Staff was friendly, hotel was clean, Lounge was open (which is a rariety these days). We were upgraded to a high floor upon arrival without even asking. Pool area is nice, but be careful because the tile floor can be slippery ( I know, it gets wet, but seriously, be careful). We had drinks at the rootop bar, which was nice. Plenty of restaurants nearby. Would definitely stay here again

Location, staff and food.

Good 👍