Wyndham Lancaster Resort & Convention Center

We chose this place for the outdoor pool and its location near Dutch Wonderland, and paid about $270 for two nights. The service didn’t feel up to par, and we won’t stay here again when we visit the park. On our first full day, we left for Dutch Wonderland around 10:30 am and returned around 3-3:30 pm. Our room hadn’t been cleaned. I wasn’t upset at first, since someone might simply have missed it. Around 3:40, I told a woman cleaning the room next door that ours still needed service. She said she’d get someone, so we went to the pool to make cleaning easier while we were out. When we returned a little after 5, nothing had been done. I called the front desk for towels and soap for me, my wife, and our two kids to shower. Someone eventually brought them, and we asked her to take our trash. She left without taking it. We’d left used towels by the door before going out to dinner at 5, but they weren’t picked up until the next morning. We ended up carrying the trash to the front desk to ask where it belonged. Between the front desk staff member and the woman who brought the towels, we felt like a nuisance for asking, and neither seemed concerned. I was very upset.

The pool-view room was great for the girls during our soccer tournament weekend, with direct access to the pool. Maintenance came right away and fixed a toilet that wasn’t flushing properly when we checked in. Housekeeping could pay more attention to details, like cleaning behind the chairs and desk. There’s an upcharge for everything, but I’m looking forward to staying here again.

The hotel staff made an already upsetting situation much worse. We were made to leave with our son, who has autism and special needs, because we were eating outside food at the hotel. Given our family’s circumstances, the response showed very little understanding or compassion. We were there for a regional dance competition hosted at the hotel, and families had already spent significant money to attend and support the event. Instead of feeling welcome during an important occasion, we felt embarrassed, stressed, and completely unsupported. Our room also had problems: the air conditioning didn’t work properly and made it uncomfortable for our family, the safe was broken, and visible ant traps raised concerns about cleanliness and pests. The poor room conditions and lack of professionalism left a very negative impression. This was extremely disappointing and upsetting, and we wouldn’t recommend staying here.

Dutch Wonderland is within walking distance, and this seems to be the nicest nearby hotel. A few staff members were courteous, the internet was good, and spending time there with friends was great. I’ll look at alternatives before booking again, though, as long as they have a good pool. For the rate, the place felt shabby and could use a deep clean and renovation. The outdoor pool and hot tubs had a nice layout, but the pool and chairs needed cleaning. The indoor pool itself was nice, but its deck was so slippery it felt like a lawsuit waiting to happen. There were no squeegees or rubber mats in sight. The lobby had clearer signs about not bringing food orders into public areas than signs showing how to get to an elevator for the 500 level. It turns out there isn’t an elevator from the lobby. I’d paid for a normal room but was assigned an ADA room on the 500 level, and was told it was my fault for booking through a third-party vendor. Getting a luggage trolley to and from the room was really cumbersome. I don’t know how someone with mobility needs could manage comfortably there without help, and I’m unhappy that I didn’t get the room class I booked. The shower leaked all over the bathroom, and there was no sink counter space. The shower curtain and room curtains were stained, the walls were scuffed, and the balcony furniture was very dirty, so I cleaned it before using it. It took several requests to get enough towels for our group. At checkout, staff wouldn’t refund the breakfast I’d prepaid for but didn’t use, or give me the unused coupon to pass on to someone else so it wouldn’t go to waste. They said it was already gone. I looked over the counter, picked it up from the desk, and got a takeout box with individual cereal bowls and apples instead. I hadn’t planned to write a review, but that exchange was so unpleasant I needed to vent to the internet void.