Eden Resort and Suites, BW Premier Collection in Lancaster, PA

I Wish I had more time to use all the amenities that they offer!! The Villa was perfect for 4 people and you can’t beat the price!

Eden Resort seems to be marketed as a destination, and their website says that they are committed to providing guests with an exceptional experience. That's what we hoped for when we booked a recent stay to celebrate our 35th wedding anniversary. We were particularly drawn to the images of a large heated indoor pool- especially in the middle of winter. Overall, the hotel seems to be well maintained and clean with a remodel done in the recent past. However, the one-star rating represents our experience during our stay.  While we came mostly for the pool, and the air temp in the pool area was warm, water temp was a little cold. We saw a few others swimming so that may just be a personal preference. The hot tub is very nice however, on one occasion, seeing a used band aid next to it and green slime on top, raised some concerns. On site breakfast was good, but the coffee maker was turned off so coffee was cold. We attempted to dine in the Bistro during happy hour however the bar crowd was so loud that it was impossible to eat there, other guests turned away for the same reason. There were special events at the hotel while we were there but since there did not appear to be any dedicated hotel guest parking, it was a challenge to find parking at times. We also had an unrepairable broken electronic do not disturb sign for our room and had a repair man in and out of the room multiple times. At one point we requested no housekeeping for the day only to return to the room to find it being cleaned. Those issues may be minor, but our main concern is that we found a live cockroach in our bathroom. In many years staying at all kinds of accommodations we have never encountered that. We killed the insect and took it to the front desk. Front desk staff seemed a little indifferent however they offered to change our room, provide two $25 meal vouchers, and add 1 hour to checkout time, though that was never communicated to housekeeping. They informed us that management would contact us to address the issue further during our stay, and even after 2 more requests, no one did. The only employee we encountered that actually seemed interested in helping was an older gentleman standing outside the front desk. We were concerned that one insect could point to a larger problem. It was not fun to have to inspect all of our clothing and items for insect infestation at 10:30 at night to move to the nearby room. Upon leaving the hotel and returning home we also had to repeat that again. After leaving we were contacted by management and offered some rewards points that appear to have a value of $10-40. However, in this situation it seemed to us that the fair thing to do would be to comp/refund us at least for one night's stay. We reached out to the general manager, Mr. Cosgrove, to discuss the concern but after many weeks there has been no reply. When we originally came across this hotel- we had the thought that this might be the kind of special place to return to every year, however that doesn't appear likely at this point.

Unethical practice by this hotel establishment. Policies are for some and not others. They were not helpful in the matter when contacted.

Great service and support from the checkin, restaurant and room management team members. The indoor pool was a big draw for families during the winter storm

This review is long overdue. Our family stays at the Eden Resort every summer. We have always had wonderful experiences. This summer was no exception. Unfortunately we were in a very serious car accident upon leaving the Eden heading home to New York. We were driving on the streets within the farm areas when we were hit on the passenger’s side. Our car flipped twice and we were upside down. The Lancaster FD and first responders were amazing and miraculously no one was seriously injured. Thankfully The Eden accommodated our family and we went back to stay there that night. In particular, Wayne Palmero and his staff were sympathetic, compassionate and helpful. We will be forever grateful and will continue to stay at the Eden Resort every year.