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Reviewed August 28, 2022

Holiday Inn should be ashamed to have their name associated with this hotel .. dirty, dirty hotel ... 1st room given smelled like puke .. re-assigned room small (not as bad) but TV was broken .. when moving to a 3rd room told the security/maintenance staff about the smell and he said "Oh yeah that is do to the wet dogs we allow in the rooms." Bathroom in 3rd room was almost falling apart .. best described as a pipe coming out of the wall masquarading as a bathtub spigot ... we will never return to this hotel and urge all travelers to stay away ... the only positive thing I can says is the fitness room was new and worked. Holiday Inn time to clean up this dump of a hotel or sell it.

Room tip: do not stay in room that smells
Date of stay: August 2022
    • Location
    • Rooms
    • Service
Thank Kobuck1369
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Service Manager, Agency / Consultant at Holiday Inn Lancaster, an IHG Hotel, responded to this reviewResponded August 28, 2022

Dear Kobuck1369,

We appreciate your loyalty to our hotels, and we apologize for not meeting your expectations with our accommodations and that you had to relocate them. Our hotels are known for their attention to detail and excellent service; therefore, we sincerely regret this was not your experience. Your comments will be reviewed by our team to ensure we focus on preventing such concerns. We hope you will allow us another opportunity in the future to regain your trust.

Frank Rivera
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed June 21, 2022 via mobile

When I arrived there was no tea in my room. On my first morning there was no shower gel in the shower - the containers were empty. On my second evening the restaurant had run out of ingredients so could only provide quorn-based food. Despite asking, my shower gel had not been replaced. The worst thing of all is that the staff simply didn’t seem to care - reception staff were pretty shocking. I’ve stayed in IHG hotels more than 100 times and this was - by a country mile - the worst

Date of stay: June 2022
Trip type: Travelled on business
Thank Checkettsr
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed June 18, 2022

Great location and friendly staff (thanks for all your help Ahmed!). Accommodations were clean and well maintained! Parking is easy in the garage next door and there are lots of great restaurants within walking distance.

Date of stay: June 2022
Trip type: Travelled with friends
Thank amymS778XO
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Service Manager, Agency / Consultant at Holiday Inn Lancaster, an IHG Hotel, responded to this reviewResponded June 19, 2022

Thank you for choosing Holiday Inn Lancaster and for your perfect rating. It was a pleasure to read that you not only loved our location which was convenient for your needs and well-appointed accommodations but also the outstanding service received from Ahmed. We will surely pass your compliments to him. We appreciate you for highlighting our parking. It was a pleasure hosting you, and we look forward to welcoming you back soon.


Frank Rivera,
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed June 4, 2022

Do not stay at this hotel. It is unsafe.

I have stayed at this hotel twice. Once in 2021, and the other just this week. BOTH times, the fire alarm has gone off at a random hour in the evening, and everyone has piled into the stairs in a stupor to leave the building. Both times, there has been no actual fire.

Now an isolated incident like this is no problem, but the fact that I am 2/2 on these late night fire drills at this hotel suggests that there is a significant safety issue with the fire alarm. This is further highlighted by the fact that, one year ago, the management told me “oh yeah, this is just something that happens here, it’s been happening every so often and there’s something wrong with the system.”

This time, a manager said that it’s happened a couple of times just in the six months that he’s been in charge (I understand that about six months ago, a new management team took over).

Well, nobody seems to be taking the problem with the fire alarm seriously. I have essentially 0 faith that the fire alarm works as intended, and that if there WERE a fire, that the alarm would go off as it is supposed to. I also have no faith that anybody is addressing this issue with any haste.

At a hotel, I basically only expect two things: safety and peace. This hotel delivers on neither one. So, with that in mind, I won’t be staying here again, and I highly recommend you choose a different hotel as well.

Date of stay: June 2022
  • Trip type: Travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
Thank Z9569MZmichaelr
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Service Manager, Agency / Consultant at Holiday Inn Lancaster, an IHG Hotel, responded to this reviewResponded June 6, 2022

Thank you for being our guest once again and sharing your candid evaluation. We sincerely apologize for the issues related to the fire alarm and the difficulties and inconvenience caused during your visits. We are grateful for your thoughts on these matters and also for your patience. Thank you for your time; you have our assurance that we will address your comments appropriately.

Frank Rivera
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed May 23, 2022

Everything was great! Front staff and AGM were so friendly. Walking distance to all kinds of great shops, bars and restaurants. Bed was super comfy. Bathrooms are a little on the small side. Breakfast was delicious in the restaurant!

Date of stay: May 2022
Trip type: Travelled as a couple
1  Thank BrookeHale1127
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Guest Service Manager, Agency / Consultant at Holiday Inn Lancaster, an IHG Hotel, responded to this reviewResponded May 23, 2022

BrookeHale1127, thank you for staying at Holiday Inn Lancaster and for your excellent rating! We love receiving comments like yours, as our goal is to ensure a memorable experience for every guest. We appreciate you mentioning our excellent service, location, delicious breakfast, and well-appointed rooms. We will surely share your compliments with the associates you mentioned for a job well done. We look forward to seeing you on your next visit.

Frank Rivera
General Manager

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