Holiday Inn Lancaster by IHG

Reviews

• JP

  Jason P

  1 day ago
  1.0
  Very poor experience. I had purchased reservations at the Holiday Inn Lancaster for $250.97. The reservation was for 2/28/26 (Sat) - 3/1/26 (Sun). My wife and I traveled over an hour to Lancaster to attend an important reservation at a restaurant located a few blocks from the hotel that started promptly at 6:30 PM. When I showed up at their hotel at 6:15 PM to check-in, I stood at the front desk for about 5 minutes. No one was in front of me and the lady at the front desk ignored me and eventually said, "Can I help you." There was no welcoming greeting, and she seemed annoyed throughout my entire interaction with her. I told the front desk lady my name and that I needed to check-in to my hotel room. She informed me that there were "plumbing" issues and that I could not stay in my already pre-paid hotel room. I found that confusing since the hotel had numerous guests in the hotel lobby and there was even a wedding party there. It made me think that the hotel was overbooked, but she decided to say that there were plumbing issues and that I needed to go to the Heritage Hotel. When I looked up the Heritage Hotel, it was an 18-minute Uber drive from the Lancaster Holiday Inn. I couldn't believe that I was not transferred to a hotel a few blocks from the Holiday Inn. The only reason why I booked at the Lancaster Holiday Inn was because it's close proximity to the restaurant that my wife and I needed to be at. There were no apologies from the lady at the front desk. She informed me that I would be refunded the $250.97 that I prepaid to Priceline. She told me to call Priceline and have them call the Lancaster Holiday Inn to discuss the refund. I was confused that I would have to be the one to call Priceline and that she felt no responsibility of assisting with this process. After I discussed my concerns further, she eventually said that someone would contact Priceline and give me my refund. I asked her if I could receive this information in writing, and she told me no which was shocking to hear considering the inconvenience that I had already received. To date, I have not received any refund. I did not have time to wait for an Uber to drive me 18 minutes to the Heritage hotel and then have to take an Uber 18 minutes back to the city of Lancaster nor did I want to spend the extra $50 to do this. I barely made it to my restaurant reservation, and it made for a very stressful evening. I never was able to stay at the Heritage hotel due to its inconvenient location. This whole experience was terrible and incredibly unprofessional. I would rate the level of customer service as very poor. I would never recommend this hotel to anyone.
• DB

  Dan B

  Feb 22, 2026
  1.0
  If you’re on the side of housing the homeless, which is fine and a worthy cause for many… this is your hotel. Hotel says sorry for any inconvenience… but again they are not sorry for their special interests. Far from sorry for that… perhaps they make a lot of money that way?
• LC

  Ling Chen

  Feb 19, 2026
  1.0
  Extremely disappointed with my stay at Holiday Inn Lancaster PA. No hot water for shower on the first night! The staff promised a 50% discount but charged me full price anyway. The front desk was being rude and said the manager was "unavailable" . This is not the service I expect from IHG. Terrible customer service!
• AZ

  Alex Zorach

  Jan 29, 2026
  2.0
  I've stayed here and liked it (clean rooms, nice view on the square side too), but this place has a SERIOUS problem with advertising low rates online and then you show up and they charge you more. They have done it with me and my family multiple times. Also they have sometimes had trouble where we make a reservation, then at the desk they can't find it, and we need to make a new one, but the old one didn't get cancelled and we get double charged. It's really frustrating. It's extra work to get the charges taken off. And of course if you reserved online you might get a lower rate then you show up in person and they can't find the reservation, you then get charged a steeper rate. I don't know why they have this problem. I've literally never had this problem at any other hotel anywhere. I've stayed at other Holiday Inns too. This place desperately needs to sort out their pricing and reservation issues because it's been a repeat issue for years and I'm just so done with it.
• NH

  Nikki H.

  Jan 23, 2026
  3.0
  Stayed here for a volleyball tournament. The location is convenient and close to plenty of restaurants, and the lobby is a nice space to hang out and socialize. Parking is available in a garage, which was helpful. The rooms, however, are on the smaller side. We also had issues with the toilet not flushing properly and were told we needed to hold the handle down for it to work. Given the room rates, that response felt pretty lackluster and not what I’d expect from the hotel. Overall, the location and common areas were a plus, but the room experience and response to maintenance issues were disappointing.

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