Holiday Inn Express Hotel & Suites Lancaster Lititz an IHG Hotel

I had read mixed reviews about this hotel so I wasn't sure what to expect. The hotel is definitely in need of an upgrade. The interior is looking run down and the rooms outdated. Having said that, our room was clean and the bed was comfortable. The staff was friendly and the free breakfast every morning was really nice, with plenty of selections. Housekeeping could be doing a better job though. I had to go down to the front desk twice for extra toilet paper and tissues. This hotel is not within walking distance of downtown Lititz, but it's just a 5 min drive into town and we had no problem finding street parking. I might try one of the newer hotels in town next time, but for the price, this one is a good option.

The customer service at this hotel was absolutely horrible. I was part of a group that had 30 rooms booked at this hotel using a group booking code. I made my reservation late, because I didn't know I was attending until a couple days prior, and the manager, Christine, WOULD NOT give me the group rate, even though my group had 30 rooms booked !!!!!! So I spent over $500 + for 2 nights....absolutely ridiculous. And all she kept saying was that I made my reservation late...which I understood because it was 'last minute' for me to go. Very unprofessional. Customer service at it's lowest. She wasn't even nice about it....very snotty. This group will NEVER stay at this hotel again. One of the other travelers in our group had to wake up our director at 6:30 am on Sunday morning because they would let another one in our group check out without using her own personal credit card, instead of the group credit card. And another traveler in our group had a leak in her room. All the hotel could say was that there was a leak due to all the rain. I was told they were sold out, but they were willing to move this person to another room. How's that possible if the hotel is sold out.

The reception staff were all friendly and helpful, and our room was clean and comfortable. We were a bit concerned because it was near the pool, but there was little-to-no noise. The breakfast buffet is large and varied, and even though there was a large group there one morning, the staff was on top of everything.

Normally I would give a Holiday Inn Express hotel a 4 star. They are like McDonalds restaurants, usually good enough and predictable. In this case my wife and I would like to compliment the management for placing the two ladies, Ms. Jannmarie and Ms. Jennifer at the front desk. They were friendly and helpful and went out of their way to help with directions and suggestions. From personal experience my wife and I know it can be hard to find employees that make customers or clients feel welcome so we thought it a good idea to give a compliment.

My wife and I I arrived on a Saturday check in was fine went to our room put stuff away and then went out. Came back to room later that night exhausted only to find that smoke detector was beeping because battery was dying. Other things I found was a/c screen were filthy and the plunger for sink pulled out completely. Went down the next morning told front desk of issues came back that night nothing was done. A great lady Jan at the front desk helped us out and moved us to a new room. What this place needs is a big update otherwise it is a nice place due to its location.