DoubleTree Resort by Hilton Lancaster

Here is a TripAdvisor-appropriate review that clearly praises Rosa only and does not credit hotel management, while remaining factual and professional: ⸻ I want to single out Rosa from the breakfast staff, because she handled an extremely difficult situation with remarkable professionalism. Due to a clear failure in planning by hotel management, the breakfast service that morning was completely understaffed. Rosa was the only person cooking for a full room of guests. There was a long line, a long wait, and many guests were understandably hungry and frustrated. Despite this, Rosa never lost her composure. She kept working steadily, efficiently, and with a genuinely pleasant attitude. She smiled, stayed calm under pressure, and continued serving everyone to the best of her ability — entirely on her own. Watching one person manage that level of stress, volume, and guest tension without snapping or cutting corners was honestly impressive. This review is not a compliment to hotel management, who put both guests and staff in a bad position. It is solely a recognition of Rosa’s work ethic, resilience, and professionalism. She deserves acknowledgment for carrying an impossible situation with grace. Rosa is an asset. She did her job exceptionally well, even when the circumstances were stacked against her.

At breakfast, Olivia and Rosa were delightful. Very polite and accommodating.

Great location, comfortable amenities, good food! Thanks to Rosa for the yummy omelette!

We had a wonderful time! Rosa was able to accommodate my dietary needs for breakfast both days we were here. Can’t wait to come back!

The house keeping staff was helpful and kind, the security was pleasant and friendly. The pool and water area were nice.

We were not notified of any construction prior to booking or at the time of check in. We were awoken by a jackhammer or hammer drill and when we addressed it with staff were treated as if what we were saying was untrue despite having video of the noise. She said that construction starts at 9am but it started over an hour earlier. She indicated that she had to verify what we were saying due to people trying to get something for nothing, which was strange to me because the deafening noise could easily be heard from the 3 floor in the area of the restaurant and around the elevators. We were traveling with 6 children in our group and sleep is hard to come by. To couple that with the attitude we received from staff made it more frustrating. The general manager was more understanding but was continually overpowered by the other staff member which I believe to be her subordinate. At the end of our conversation the staff said they would be refunding our stay, one employee said one night and the other corrected her by saying both nights would be refunded. We received a received a refund for $50 despite having paid $310.93 for both nights. It is clear the staff was simply trying to make the problem go away without actually making things right. Once we were gone they no longer had any interest in keeping their word.

We did not eat breakfast at this facility...the complimentary warm oatmeal cookie was wonderful.The young lady that checked us in was very nice. My daughter left her Nike sweat shirt in her room , they found it and are going to mail it to us... Service is great and the rooms were clean. Thank you

The small children's part of the pool needs cleaned the slide is dirty and the water in that room needs to be warmer for the little ones. The big pool was nice! The shower in the rooms need hand held shower sprayers, so you can rinse everything well. Thank you

The buffet food wasn’t the best .

The breakfast, the pool and water park, close to activities we had planned at the rail museum and train ride.

I stayed years ago when it was willow valley and hadn’t been there since probably the mid 90’s. It’s sad to see it gone but good to see it modernized I suppose.