Rodeway Inn Lancaster

This group had two rooms with a minor issue, and there was one individual that was being very disruptive and disrespectful to our staff. The number of rooms listed with issues is false, I had spoken directly to the group leader, and then when the situation was resolved (we allowed them to leave, and are refunding their monies), a member of the group (the afore mentioned rabble rouser) intercepted the telephone and proceeded to act as if she was in charge of the group. Where should I start with the many errors and misleading statements? The indoor pool has never been closed down by the state and was open while they were here. The outdoor pool was closed by us voluntarily the beginning of August, before the state issued a closure order for the outdoor pool as a formality. There was an issue with the circulation of the pool through the filters, and while these guests were here, we were attempting to fix the problem. All hallways are cleaned prior to the housekeeping staff leaving. Unfortunately, if a guest litters in the hallway prior to these guests arriving at 10:30pm, there is not much that the hotel could do in that regards and the way this guest describes the issues gives the false impression that the hotel is completely covered in garbage. The issue of "soiled wallpaper in the bathrooms next to the toilet" is completely false. Some rooms do have some drips of wood stain and wallpaper adhesive from re-finishing parts of the rooms and bathrooms. However the description of the issue as "soiled wallpaper" would lead the typical reader to believe that there was fecal matter on the walls; which was not the case.

This is another review with quite a few issues in it. I will start at the beginning. The issue regarding the double plug outlet is misleading. While I agree that this needed to be addressed if we would have been given the chance, it would have been repaired. If it is not brought to our attention, how are we to fix this problem? Also, all outlets where the guest described are behind a heavy night stand that "2 small kids" would not be moving to get behind. The issue of the "No Elevators, or Air Conditioning in the hallways" is in reality a non-issue. We do not advertise an elevator, never have, never will and the guest would have been informed of this if he had taken the time to ask. In regards to the air conditioning for the hallways; unfortunately hotel guests prop open the exterior doors and allow the excessive heat in, otherwise, the hallways are kept at a very decent temperature. Not having an elevator, as well as their statements regarding the air conditioning in the hallways are a non-issue. Regarding the smoke alarm. Our smoke detectors are checked on a rotating basis. With six sections of the hotel, two sections are checked each month, unfortunately if a guest removes the battery from the smoke detector it is possible to be missed until the next scheduled inspection. And based upon the described actions and comments by the son of the guest, they were not very willing to give us the opportunity to fix the issue. Regarding the coffeepots we do not advertise as having a coffee pot in the room. In the past we have had them, but due to issues in keeping them in good working order, we removed them over one prior to this guests arrival. Also, as noted before, the repairs for the pool were being done while the guest was at the hotel. In regards to the breakfast nook and lobby not having air conditioning, that is completely and utterly false. First off, the end of August was unseasonably cool so the air conditioning in the lobby was not set to an extremely low setting. However, the breakfast nook area, as well as the entire lobby have multiple ceiling fans that provide extra cooling. Regarding the refund issue, it is very unreasonable to believe that the front desk clerk would have over $500.00 dollars on hand to issue this refund. When the manger came on duty, they were able to refund the money. The hotel clerk did care about their issues, but can only take the abuse from the guest for so long before they have to move on to take care of other guests. Also the guest comments regarding condemning the hotel by the board of health and the fire marshal are completely inflammatory and untrue, considering we paced a recent inspection by the Manheim Township Board of Code Compliance Department.

There are many false statements in this guests review. First and foremost we were never a Holiday Inn, the other Days Inn on the other end of town was. So this alone brings into question whether or not this was even our hotel. Regarding the refrigerator, if we would have been notified that it did not work, we would have replaced it for the guest. Also, at the time of this guests stay, only our suites actually had refrigerators in them, and there are no suites on the first floor, nor is 225 a suite. However, the Days Inn - East did and still does, have refrigerators in all of their rooms. Regarding the housekeeping coming to their room. First off, the statement regarding the housekeepers asking them if they want service at 8:20am is an absolute lie. Our housekeeping staff does not even arrive at the hotel prior to 9:45am. So there is absolutely no chance of a housekeeper asking knocking on their door at 8:20am. Regarding the comments about maintenance, this also leads me to believe that this was not our hotel. As the person said, they were on the first floor, and there is nothing below our 1st floor rooms but the ground. Also, the statement about coffee makers being in the rooms as being a Days Inn standard is completely false.

This review is extremely misleading and unfair. In her statements the guest even admits that there was nothing wrong with the hotel. Statements regarding the fact that there were not many cars in the parking lot is extremely misleading and unfair since based upon the date of the review, she was with us during our off season and pretty much every hotel in this area did not have "many cars". Also, the fact that we have a sports bar and grille is nothing that should make a person feel unsafe, as the bar is located adjacent to the lobby area, and is not near guest rooms. Regarding feeling protected and safe, this guest fails to mention the fact that there are over 15 security cameras covering the entire hotel, several lights on the roofs of each bulding and a light outside of every other room. Also, comments regarding "being afraid that something was going to bite me on the butt" yet not saying that there were any cleanliness issues are misleading to say the least.

Multiple issues with this review. First off, the statement that the front desk clerk told them that he "did not have the authority to change" them to another room is completely false. All font desk clerks have the authorization to move guests as needed. However; that being said, in looking back at our occupancy for the date that this guest states that they stayed with us, the hotel was at a full house due to multiple groups being in house and the clerk may have told them that they did not have the ability to move them at that time due to the hotel being full. Regarding the fact that they did not have a member of our maintenance staff at their room by 7:20am, our maintenance staff does not start typically until 8:00am. Also, based upon their statements regarding "tracking down a manger", the member of our management team was obviously not at the desk at the time of their discussion regarding the tub issue, so due to the fact that she was not aware of the departure date of every guest in the hotel off the top of her head, it was reasonable for her to offer to switch them to a different room that evening. Also, there was no reason to offer another room to shower in when our maintenance staff would have fixed the issue right away. Based upon their own statement, "the maintenance man was with her", and would have taken care of the issue right away. Regarding the statement regarding the calling of customer service. In all complaints to the customer service hotline the guest is notified either via mail, or telephone within the required seven days. If the guest has not been contacted by the hotel, they are informed to contact customer service and typically the customer service center will unilaterally make a decision and offer the guest some form of compensation regardless of the facts.

There are many misrepresentations in the statements that this guest makes. Our bathrooms have no mold, and are not germ-ridden as the guest states. The carpets at the time that this guest stayed had been replaced within the prior six months. Also, regarding the "cheap, flat pillows" since this review had been written, the hotel has replaced every pillow in the hotel. The "short, worn sheets" is a false statement as well. At the time of this review, we were using a laundry service that provided crisp, clean sheets. Regarding the "short"ness of the sheets, we do not use fitted sheets, and the guest may have viewed the sheets as being short, because they were not fitted. In regards to the people breaking into the "closed" pool, in researching the available information from the end of July and the beginning of August of 2004 there were no reports of anyone "breaking into" either of our pools. Also, in regards to their comments regarding our staff, if a guest calls regarding excessive noise, the room in question is called, and if the issue continues, the standard operating procedure is to notify the police to have the guest removed.