Holiday Inn Express Hotel & Suites Lancaster

We are picky on clean hotels, and my wife didn’t say a bad thing: which is good! :) She did mention she wished the fridge had a freezer section but the beds and rooms were very clean, grounds kept well, nice dog walking area, and a outdoor pool (no hot tub). Free breakfast with a pancake maker and lots of goodies. We would stay here again.

The facilities themselves were satisfactory, the pool was nice and the breakfast was tasty, but the handling of my reservation was extremely disappointing. I originally reserved a room in May with two queen beds. Less than 24 hours before my arrival, management changed my reservation to a single king room without any notification, phone call, email, or attempt to confirm whether this change was acceptable. Discovering such a significant alteration at the last minute was both frustrating and inconvenient. When I raised the issue, I was told the room had been “discounted” to the rate I had originally booked. However, as I remember, at the time of making the reservation, the two room types were priced the same, so this was not a meaningful concession. Beyond stating that the hotel was sold out and unable to accommodate my original reservation, there was no effort to provide an alternative solution or any substantive acknowledgment of the inconvenience caused. As an IHG member, I expected a much higher standard of customer service and communication. Changing a guest’s room type without notice and then offering little more than an explanation after the fact reflects poorly on the property’s commitment to its guests. I would strongly encourage prospective guests to verify their reservations before arrival, as it appears room assignments may be changed without consultation or advance notice.

Very clean and up to date. No issues. Would stay again.