DoubleTree Resort by Hilton Hotel Lancaster

Reviews

• EK

  Erika Keough

  2 days ago
  1.0
  The hotel itself was wonderful—very clean and with so many great amenities for families. Unfortunately, our experience was significantly impacted by the behavior of the front desk receptionist, Hope. She was extremely rude and dismissive toward my family. While I understand there were many children in the hotel and things may have been loud, my family was not involved in that situation. Despite this, her approach was unnecessarily harsh and disrespectful. The way she spoke to us was so upsetting that my daughter was left in tears. I addressed the situation with both Hope and security, but there was no remorse or attempt to resolve the issue. Had she spoken to us calmly and professionally, she would have realized that we were being respectful and considerate guests. It was disappointing that such poor customer service overshadowed what otherwise would have been a great stay.
• RG

  Rahul Goyal

  Jan 2, 2026
  5.0
  We stayed around Christmas. We had an amazing time. I want to highlight the efforts of Ellie, she was outstanding, answered all questions on detail. Staff like her are the reason we like keep going back to this property. Keep up the awesome work Ellie!!
• AH

  Andrew Hippeli

  Dec 28, 2025
  5.0
  Very nice place to stay the fresh warm cookies at check-in are so delicious the room was very clean and plenty of room for all 4 of us. The only downside was no hot tub in pool area and the big water slide the show on line is not there kids were bummed but had a blast overall will definitely come back
• JC

  Joseph Clark

  Dec 18, 2025
  1.0
  Weird Hotel. Couldn’t take a bowl back to my room to eat cereal that I brought. Signs for first floor ice machine lead to nowhere. Front desk wasn’t sure where the bottle filler was. Outside it smelled like a barn.
• WY

  Wei Yang

  Dec 15, 2025
  2.0
  Disappointing front desk experience at check-out I stayed at this DoubleTree location recently, and unfortunately my check-out experience was very unpleasant due to the front desk staff’s attitude. When I approached the front desk to check out, the staff member appeared visibly unhappy and simply said “you are all set” without offering my bill. I had to ask for it myself, and she responded in an impatient manner. After reviewing the bill, I noticed a discrepancy: I had paid $85 exactly at the restaurant (including tip), but the hotel charged $85.08. While this may seem like a small amount, any charge — even a few cents — should not be made without the guest’s authorization. I had the signed receipt as proof and politely asked for the correction. The staff member reacted with disbelief and said, “You want me to change the eight cents?” with an eye-roll, which I found extremely unprofessional. When I pointed out her attitude, she became defensive instead of addressing the issue calmly. After I stepped away, I overheard her making comments to a colleague about the “eight cents.” When I asked what she had said, she denied it and then blamed me for being loud. She even apologized to her colleague in front of me in a way that made it seem as though I was the problem. Eventually, both staff members walked away without responding further. This experience left me feeling disrespected. The issue was not the amount of money, but the lack of professionalism, courtesy, and proper customer service training at the front desk. I expect better standards from a Hilton-branded hotel.

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