DoubleTree Resort by Hilton Hotel Lancaster

This review is for your MADE, bistro/bar. On the weekend of September 21-22 there were several wedding parties at the hotel. We were seated at the bar. Jessica was our bartender. She was all alone and did a superlative job of accommodating a jam-packed bar up to and after the closing time of 11 PM. There should have been additional bar personnel to help her during this busy time but she had none. She handlled the large customer base with skill and aplomb.

After a late flight cancellation at the Charlotte airport, while on the plane, I booked a room at the Lancaster Doubletree Hotel in south Charlotte Tyvola. There had been many delays since I boarded my first plane in Tucson, Arizona. Then, there was a powerful rainstorm that slowed things up considerably. It was obvious there were going to be many people stranded at the airport overnight. I was extra grateful for my reservation. When I arrived, the male desk clerk said there was no room anywhere at their hotel, no matter the reservation or not. I knew no one in Charlotte. My ride had left, and it was about 1:30 a.m. I was totally exhausted, and started to cry. Nicole W., the night audit, at another desk motioned me over. She quietly said she would find me a room. She took me to the room, and I collapsed in tears. I tried somehow to thank her for saving me that night. She gave me her card and just asked for me to review her service. I don't know how she did what she did for me. But, without her help, I would have been sleeping on the street. She rescued me. Please note this on her record. Pamela Gore 3 September 2024

Pros: Convenient location: Starbucks and McDonalds close by, very convenient location. Resort has a small water playground, my kid likes it very much. Breakfast has omelette, made to order. Cons: I am a diamond member, but not welcomed at check in. No welcome amenities were provided. Where is the Doubletree cookie? Got F&B credits of $30 for two people, but needed to pay an extra $1.8 for covering breakfast.

The Doubletree Lancaster Resort is a nice property. The staff was not very friendly nor were they very helpful, but the room was nice. I think the interior facing rooms could be loud, but having an exterior facing room I cannot saw for sure. The breakfast was fine but did the trick. I had purchased breakfast tickets as part of my room package, and they were not provided at check in. When I went back to get them I was told I needed to say something when I checked in and nobody there could help. When I showed up for breakfast, I was told the same thing, so I paid for breakfast a couple times over.

The hotel has been recently refreshed/ remodeled and looks very chic and modern. I can't imagine being stuck in an interior room with views of the "Palm Court". I was able to select a room with an exterior view of the golf course, which was very nice. We had a lovely walk around the grounds and spotted turtles and ducks in the waterways. Very short walk to Starbucks. The hotel restaurant was open for breakfast only , but I was not about to drop $5 for a very small mixed fruit cup. The pool area was nice enough, but the sprayground was defineitly geared toward the 6 and under set (the tube slide and the hot tub shown in the older review photos are gone). The arcade was small but reasonably priced. Unfortunately, they only had substitute cookies (not the Doubletree ones) which were not good at all. There was a cmall lending library tucked away on the 1st floor, which was a nice touch. The gym is well- appointed for a hotel gym. This location was perfect for us, as we did activities all around the Lancaster area. It was nice to be a bit off the beaten path away from the outlets and amusement parks.

The hotel property is very attractive from the exterior and located in a nice area. However, it is out of the main “Lancaster tourism hub” which is advantageous to some and others not so much. The interior lobby area is currently going through renovation. Our rooms were comfortable but needed to be updated. There was old style carpeting and a rather small bathroom with a low sink and no shelving. Towels and bedding were both of good quality. My biggest irritating pet peeve is if all of the hotels are going to use large bottles of amenities in the bath, then the maid staff NEEDS to refill those bottles! Both my shampoo AND liquid soap were totally empty and that just puts a horrible start to a long day ahead of us!! Unfortunately, other guests in our group had the same complaint. The layout and style is very similar to the Eden Resort and with that being said, I hope that our travel groups continue to return to the Eden.

Great stay at a fantastic hotel. The lobby was under renovation which meant that breakfast was downstairs in the Palm Court and Dinner and Bar was upstairs in the Lobby. (Restaurant and Bar were being renovated when we were there) The Palm Court is stunning and the three Ladies manning the place were incredible. Very oranized, standard buffet, but special mention to the lovely lady doing the omelets...great to talk to and perfect omelets. We ended up in a king with a separate living room. The mattress and pillows were outstanding. The room was great. Highly recommend and we will be staying here in the future.

Stay started with ineffective staff providing incomplete info upon check in. She must be new because she directed us to elevator inconvenient to our room when a different elevator would have been much closer. She neglected to provide breakfast info and tickets included with our stay which I figured out on my own next morning putting us in a time crunch. Suite was very nice but on the smaller side. Whirlpool jets did not work despite us following the directions provided. Pool area is excellent - warm pool temps and spacious area. Hot tub was advertised but was not present in pool area. Breakfast staff was chaotic and unorganized. Food offerings were mediocre and included ice cold pancakes and other items. Store bought muffins. Bacon was good. Served in banquet room instead of atrium. One staff member almost walked into us while we exited elevator because she was glued to her phone with no apology or customer care. Lovely facility but staff was subpar on numerous levels. I’ve visited numerous Doubletree and Hilton properties and this was by far the worst we’ve encountered. Certainly not worth the cost. I can book a larger suite at the Doubletree beachfront for same cost. I can’t express how disappointed this stay was.

Customer service was excellent. Everyone was super friendly and helpful. We were traveling with a 3 year old and a 20 month old toddler. The kiddy pool area was awesome. The kids had so much fun, sliding down the frog slide and running through the sprinklers. The breakfast buffet was delicious. I would definitely return.