Lancaster Marriott at Penn Square

We asked for a higher room with a view if possible, and got a great one on the 9th floor looking over Penn Square. The room was quiet, clean, and comfortable, with everything we needed, including bottled water. Booking, check-in, and check-out all went smoothly, and the staff were friendly and knowledgeable. The Marriott Lancaster is right in the heart of Lancaster, close to lots of attractions. We'd recommend it to family and friends and stay again when we're in town.

A weekend with a big group of friends should have been fun, but the Lancaster Marriott service made it stressful. We reserved preferred rooms six months ahead, then found our choices bumped because there was a concert at the convention center that weekend. It was clear our stay had become secondary. Check-in took forever and was nearly impossible. Receptionists seemed overworked, and were rude and difficult. Our rooms weren't what we had booked. The woman claiming to be the manager didn't listen to my concerns, talked over me, and eventually hung up. I understand it was a busy weekend, but she didn't meet my expectations for a Marriott hotel manager. Better people skills could have calmed things down instead of making them worse. This unnecessary experience tarnished Marriott's otherwise excellent reputation and added a lot of stress.

The property was beautiful, and I fell in love with the location. I also enjoyed the Drift Spa. The front desk receptionists were welcoming, kind, and hospitable. I'll do my best to return if I'm ever in the Lancaster area.

The hotel itself was beautiful, with spacious rooms, but my friend and I came home from an amazing weekend with itchy rashes. We believe we got scabies from the beds. They're tiny insects, almost like bedbugs, that burrow into your skin. It's disgusting, and the room cleaners need to do a better job thoroughly cleaning and disinfecting the rooms.