Homewood Suites by Hilton Lancaster

This was in my reservation: Please do not spray or add any fragrance to the room . I am extremely sensitive and under medical supervision. Thank you When I arrived, I asked the desk agent about spraying and fragrance and she said no one read the note. She suggested I go to the room and see if it was OK. The hall had carpeting that was outgassing but I hoped that would not effect the room. The room did not have fragrance so we checked in. When I went to bed that night I found the sheets and pillowcase had scent so I called the front desk and asked for a change in sheets. They were a bit better but I did have a tough time of it. Changing hotels and driving on a frigid New Year's Eve is mind blowing.The next morning I asked for a follow up. The agent knew of the incident as it must have been logged in. No one called. I reached out days later and spoke to Kevin who denied there was any fragrance used. I told him he needed to sniff the sheets they have. His lack of any knowledge and concern for the incident were drowned by his effort to cover himself. At no point did he ask if I was OK or apologize. Denying someone's disability is not what I would expect from a Hilton brand. The previous night we stayed at Homewood Suites Brandywine and the whole experience was spot on from check in to check out. Everyone was well trained and aimed at making the guest experience wonderful. I am not sure why a property like Lancaster Homewood Suites did not actually respect and acknowledge a guest's request, especially if there are health and disability issues are involved.

Staff were very helpful and polite!

Clean and easy to get around

No lounge/bar area. Breakfast was good but needed to have just plain scrambled eggs. I can’t eat meat and there was ham in the eggs so I couldn’t eat them.

coffee was always hot and breakfast had good choices. staff was helpful when needed. would def go back

Loved our stay! Plan to come back again next summer!

Comfortable rooms, very nice for multiple people traveling together! Loved the pool, very relaxing at the end of a day of sightseeing. And great breakfast. Would stay again!!