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February 2024 by Geordan Drummond
Great boutique hotel, highly recommended if you are in the Lancaster
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January 2024 by jenmikefrancesca
I stayed there Dec 30th for 2 nights and ended up leaving after one night, front desk person was rude and obnoxious she was on her phone and ignoring me. My boyfriend and I were standing in front of her for a good 3 min ma while she continued the on the phone telling the person how much she loved them, she put her finger up signaling to give her a minute while continuing to talk! We rented the arts suite room when we got to the room the jacuzzi wasn’t working, we called down to the front desk and she told us sorry but that is the only room with jacuzzi left, when I told her that the jacuzzi was the reason I rented that room she had the audacity to tell well you can speak to a manager in the morning there is nothing I can do for you at this point. The rudeness of the staff was the reason we cut our trip and went to the cork factory hotel where the staff and experience was impeccable!Don’t even try to get in touch with management cause she is just as rude as her staff, tells you she will call you back with a solution and never called back, repeated calls were ignored and sent to VM where I left several messages and I’m still waiting for a call or at least and apologySo long story short don’t bother with this hotel and go to the cork factory where the staff are warm and welcoming and makes your stay incredible!
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January 2024 by Valerie Lauto
Loved the staff, very accommodating ..we had to get a different room as we had a last minute issue with the # of people in our party..thats where the staff accommodated us at the last minute.. the room we had switched to, the floor was a little dirty compared to the original we had (was spotless)so, not sure if they were prepared at the last minute for us to go into that room..sketch pad in room to draw and give to hotel staff to display was a nice touch!
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January 2024 by Sheena Rosa
Very relaxing, soothing all kinds of art work to look at and enjoy.
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January 2024 by Rodney Holcomb
Just spent 5 nights at this hotel. On a positive note the room size was nice, the bed and furnishings were comfortable, staff are friendly and efficient and the location is great for accessing downtown. The downsides included a very noisy room due to street traffic, 2 bathrobes that were so old they were frayed all combined with a hotel that needs refreshing of paint and some pretty basic maintenance such as repairing drywall seams that are separating and other issues. At a rate of $259/night including taxes I will go elsewhere next time.
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January 2024 by Hasby Tanjung
We decided to stay here between Christmas and New Year. This is more like a staycation for us since it is only about 30mins away from home. We enjoy spending time in Lancaster area and we decided to stay over for a night after spending time in downtown Lancaster. The hotel is located on the edge of downtown Lancaster area. While you can walk there from downtown, at night time, we decided to drive that distance from downtown to Lancaster.When we got there, the parking was quite full. Didn't realize that they have 2nd floor parking, but it seems like it was really tight space to get up to the 2nd floor parking. But no issue overall. Check-in was fine, no issue and nothing out of the ordinary.Our room was on the 3rd floor. Along the hallway, there were some arts hanging with artist information too. Sort of like art gallery. Room was nice, slightly different than typical chain hotels which we are more familiar with. We do enjoy occasional boutique hotel and this is nice. We can see the Fridge restaurant from our windows, but part of it also we are getting some noise when they dump things to the dumpster. But since the Fridge doesn't open until really late, it is not an issue. They have sketchpad and pencil for guests to draw and some arts hanging in the room too. Overall, the facility is not bad, clean and nice.Breakfast was quite crowded. We had to wait for a table. Very simple food, but when we got there, several foods, such as scones, muffins, etc. were out. They didn't replenished it until quite sometimes. Pancakes machine was out of batter and was refilled later too, but we have moved on to just eat other things. But we didn't have high expectation for the breakfast either, so it was fine for us.Overall, we had a good stay there. It is unique. We did walk around the hotel to check out other arts hanging in the hotel.
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December 2023 by Elizabeth Lowry
Held an event here and stayed at the hotel. The food was OUTSTANDING and the service was FIRST CLASS. The rooms are precious and unique. Will definitely host again at the Lancaster Arts!
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December 2023 by Linda L
Wow a gorgeous hotel from a renovated warehouse. Was magical the lobby was gorgeous and the staff friendly and kind. So much art everywhere could have spent hours as though it was a gallery. The courtyard was decorated for Christmas and there was a light show in the distance so it made for a very romantic atmosphere. Generous breakfast and generous checkout time. Would 100% stay again if in the area. Passes to Y across the street was a bonus as well as the rose and chocolates.
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October 2023 by Shadoe Settle
**1 Hour Later UPDATE**After waiting for a confirmation email for cancellation I received the following email instead:"So unfortunately since it was a prepaid reservation this will require you to cancel the reservation wherever you booked on as we are unable to cancel it on our end , best regards."I called the hotel immediately afterward and they immediately referred me to their sales department, which was a voice mailbox. I have no online account with this hotel and I booked the hotel directly though their website. I had to physically DRIVE to the hotel to get anything done. When I got their the person I spoke with on the phone immediately went into their back room to avoid me. *Again, I know that customer service can be exhausting. I was not rude or unkind. I did not raise my voice or even speak rudely.*After explaining the situation (again) they spent about 15 minutes trying to figure out how to cancel my reservation. As far as I am currently aware, my cancellation has gone through and I have a confirmation number for that. However; it seems absolutely absurd that I had to drive to the hotel location to get my cancellation taken care of. I would feel bad for anyone in this same situation who doesn't live in the area. It would be very disconcerting.*ORIGINAL REVIEW*Unfortunately we never got to stay at this hotel because of the customer service department. We made a reservation for their presidential suite online and received a confirmation number but never a confirmation email. Then our plans changed so I proceeded to call their front desk to confirm the reservation in addition to making a change to it.After a couple of minutes of the front desk mumbling almost inaudibly that they couldn't find my reservation, they hung up on me. Note: I totally understand working in customer service, so I did not raise my voice and was not rude in any way.I called back immediately and was able to provide the confirmation number, however; they still could not find it and requested I emailed them the screen shot (that I thankfully took!) so they could confirm the reservation. I asked them to call me back to confirm because I wanted to make changes. They did not call me back, simply sent an email saying "We have found your reservation, you are all set".Again I called back to make the changes to our reservation and they told me they did not have that room available, which was completely fine we could use another room. They then said they did not have any rooms available at all. Which again, that happens. Not a big deal. I asked for them to cancel my reservation and they said "okay" and hung up.I had to call back again, the phone then answered by a different person. All I wanted was to receive an email confirmation of the cancellation since confirm the reservation itself was a conundrum.Overall this was just a disappointing experience that left me feeling frustrated, dismissed, and belittled. Which feels exceptionally inappropriate considering the cost of the rooms and the hotel service they claim to provide.I would not recommend booking online or staying here if you have to make any changes. Also, be SURE to take a screenshot of your reservation if you have to book online. It could be the only thing that proves you booked!Such a bummer! This hotel is supposed to be one of the coolest in Lancaster City, but it seems like it might just be hype.
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October 2023 by Daphne Downes
We checked into our room and immediately noticed that everything was dusty, my nose became itchy and my breathing a bit difficult. I looked around and also found a lot of mold in the lower corners of the shower. The shower floor was a dark green tile with very dark grout ... or was it more mold? Initially, I asked the front desk staff to send someone up with a bottle of spray bleach. Hours later, after we returned from an afternoon appointment and it still hadn't been done, the general manager told me that the hotel does not have ANY bleach products on premises and uses bleach-free "pink products" only. I don't know what "pink products" are, but now understand why the showers are full of mold. I asked how they get rid of the mold, and the GM said they have to tear it out manually, which can take 1-2 weeks per shower, and that they are working on the problem. I looked up other customer reviews, sorted from lowest to highest, and see similar complaints. At these prices, the hotel needs to prioritize getting rid of the mold and make sure the rooms are well cleaned and dusted. The cool space and art don't come close to making up for the health hazards. We were lucky to find a nearby reputable hotel with availability and switched without spending one night at this hotel. The GM and hotel staff were gracious about it and we were not charged.
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September 2023 by Anthony
Great value, cool decor. They have bikes you can borrow but they don’t look like they’re in great shape. A lot of places to eat within walking distance. Would definitely stay here again.
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August 2023 by Rachel Dokholyan
I just had a very frustrating experience at this hotel. I booked a room on the hotel's own website. A few days later I realized I had never received a confirmation email so I called. They said their website was having trouble communicating with the hotel so they took care of booking me directly into the system. I wanted to change the date so this worked out perfectly. I asked for, and received, an email confirmation of the new date. On the day of my original reservation someone called from the hotel confused about whether I would be coming that night. I explained that I had rescheduled and had a confirmation number for the new date. I was told that she could not see the reservation in the system. She proceeded to book me again and sent me a new confirmation email. Part of my reservation was a package that included a few extras in the room. On the day we arrived the package wasn't there and I ended up having to ask about it which was awkward as it was to be a surprise for my spouse. The staff tried really hard to make it right, for which I was appreciative. The final straw came when we left and I noticed after a few days that my credit card had been charged twice - likely due to the confusion of the multiple reservations. I called the front desk and was told the general manager would call me. I never received a call. I sent a message through the hotel website and also have not received a reply. This was a not an inexpensive room (for a special occasion) and for such a price point I would expect that someone would respond to such an overcharge within 24 hours. I wish I had read the individual recent reviews (rather than looking at the total stars) as the current hotel management (and double charging rooms) seems to be a problem. In general this hotel did not live up to my expectations for the price I paid - the room, while nice looking, had a moldy shower, and missing and mismatched lightbulbs.
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August 2023 by SYD1249 S
Lovely hotel with friendly staff and was very clean. My only demerits were those tiny little bed pillows with no support on top of the bed made of bricks. If you like cushion you won't be getting a good night sleep here. Also WiFi in our room was either at the bathroom door or in a chair in the corner. Could not work remote for the morning due to this. Rm409.
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August 2023 by Suzanne Sheppard
We stayed just one night and loved it! We noticed the small special touches like Saratoga water next to the bed, candies and a rose left at the door when we returned from dinner, wine fridge, lovely art, cool lamps, etc. The bed was very comfortable with fresh crisp linens. Great AC on a hot day. It’s a refreshing change from chain hotels that all have the same cold vibe. Location was good for walkability. I’d return. I kinda missed having a fridge in the room to store my leftovers from dinner.Rooms: The room was cozy and romantic. I love the exposed brick wall.Food & drinks: Excellent restaurant attached to the hotel. Great cocktails, small chef sampling plate offering, fresh ingredients, artistic plating. We had the strip steak and the meatball dinner. Both were on point.Noteworthy details: I love the art vibe. Lots of interesting creativity around every corner. The hotel collects guest art and puts them in books in the lobby.
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August 2023 by Jeff Bratcher
Management never contacted me after I spoke to the front desk person. I sent 3 emails describing my stay. I brought 5 people and rented 6 rooms last week. Mold in the showers. Lights out in bathroom. Bat towel so old it was frayed. AC thermostat busted by the door. No shower gel in the shower. And NO ONE seems to care. No phone call to offer any apology. No return email. Very poor service and lack of management.Rooms: Need management to actually walk the rooms they are renting. Housekeeping could do better as well.
