Holiday Inn Lancaster by IHG

Reviews

• AM

  Alison Matthews

  4 days ago
  1.0
  On December 20, 2025, my husband, my son, and I stayed at the Holiday Inn in Lancaster, PA. The hotel looked nice at first. We got to our room, 507, around 10:00 p.m. and started settling in. My son noticed a bug that he thought was an ant. My husband lifted the top of the mattress to check, and we were shocked. There were live bed bugs crawling near the pillows and at the top of the bed. I had already been lying in the bed. My son and I are allergic to bug bites, so this could have been a serious situation. We grabbed our belongings and went straight to the front desk. We showed them pictures and videos and asked to be moved. They transferred us to room 609. In that room, the first thing we did was check the beds. We pulled back the covers and found hair on both beds, long blond hair on bed one and black hair on bed two. While that was nasty, the bigger problem was that when we lifted the mattress, we saw live bed bugs crawling there too. We went back to the front desk and told them we were not staying at this hotel. Around 12:00 a.m., we had to find another hotel and it cost $208. We asked if they would cover the cost, but we were told to contact management on Monday because no one there could approve it. While driving to the new hotel, we read reviews and saw someone posted about bed bugs in room 507 two months earlier. It is unacceptable that we were placed in that same room. I have called the hotel and management many times and no one has called me back. It is also very hard to reach a real person because of the automated phone system. To make it worse, they charged us for the room, and the charge was only reversed after a week and repeated phone calls. It has been almost three weeks and I still have not heard from management. I was able to chat with them online and I have a case number but no one has reached out. This was an unsafe and stressful experience
• FW

  Falconer Walshaw-Wertz

  Jan 3, 2026
  1.0
  Absolutely horrendous service, the worst hotel experience I have ever had. Room couldn't be cleaned upon request, left sleeping in a room that smelled like vomit for two nights. Couldn't be given cleaning supplies to even clean the room myself or transferred to a new room. Horrible experience.
• RM

  Robin Moussa

  Jan 2, 2026
  1.0
  Stayed here to visit friends for 3 nights over a holiday weekend. It was a nightmare. One of our party got sick midway through the trip & vomited in the room, very late at night. Not wanting to subject the cleaning staff to that, we asked the front desk for cleaning supplies, which they were either unwilling or unable to give us. They would not share cleaning spray, gloves or anything else to handle the situation in a way that was sanitary. In the morning, we came back to the front desk and requested that housekeeping come through to sanitize the room (although we had done most of it ourselves) at which time they told us they had no housekeeping on staff that day. They even told us rooms that people were checking out of that day were not being cleaned. The room smelled like vomit the last 2 days of our trip. Another couple we were traveling with had a room down the hall. They paid ahead for the (overpriced) hotel breakfast which the hotel randomly didn’t serve one day of the trip with no prior notice or conversation about a refund. Also, the heating in the room didn’t work at all. Safe to say I do not recommend this hotel.
• ST

  Sean Turner

  Dec 27, 2025
  5.0
  I had the pleasure of being in the Lancaster Area for a work event and spent 4 nights at this hotel. The hotel is well decorated, the breakfast was robust, the dinner/happy hour menu is a must and the service was great from the front desk, management, and bar staff. Also, My work vehicle is a rather unique 12-foot tall branded step van and they were able to accommodate the vehicle as well. One of my best Holiday Inn stays and I’ve had over 300 as a Diamond member. Nice work and highly recommend this hotel and Imperial restaurant.
• CV

  Celine Vazquez

  Dec 18, 2025
  1.0
  Hi. We came here to meet our friend and Francis at the front desk was not helpful and neither was another woman worker that approached us. She actually cussed at us and used the F word while we were waiting for our friend to come get us from the lobby because we could not find her. She would not tell us her name after we asked. We are not pleased and will 100% not be staying here after the experience that we had. We are sitting here waiting for a ride to another place and can hear the ladies at the front desk talking about us. DO NOT COME HERE.

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