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Penns Woods Inn Reviews (4)

October 26, Dear [redacted] , This is in response to your letter dated October 22, in regards to complaint # [redacted] .The customer called to inquire about a weekly room around pm on Thursday, October 9, She spoke with the Office Manager who quoted her $ for our least expensive weekly room available at that timeThe customer never made a reservation for any room and refused to give her phone number due to cell service issuesShe was informed that by not making a reservation that there was no guarantee that this room or any room would be available for her needs.When the customer arrived Thursday evening to cheshe said she was here for the room for $a weekThe clerk told her that the room was quoted at $And the customer showed up with a pet which is an additional $for the weekShe only had $out of the $that was needed to check-in, but the room portion of the bill was covered so the clerk told her she could pay the remaining pet fee the next dayThe clerk checked her in and gave her the room key.About minutes later the customer returned to the office to make a formal complaint about the roomThe clerk made observation about the complaints to forward to housekeeping to be addressed the next dayThe customer was offered another room or a refundShe saidshe needed a room and had no choice but to stayThe next least expensive weekly room available was a larger room with a larger bed for $plus the $pet feeSo in order for the customer to cheto this room, she had to pay an additional $(not $50) for the room at that time and then the $pet fee the next day as originally agreed to.The customer "checked-out" of the first room and returned with a very crinkly $bill, threw it on the counter, and complained about having to pay more moneyThe clerk explained to her that the rooms are different styles and different pricesThe first room is on the smaller side with one double bedThe second room (she took) was much larger and has a king size bed thus the price differenceShe expected to be upgraded to a better room with no additional costWeekly rooms have set prices and are not negotiableAnd again, the customer never made a reservation.The customer had paid $in cash and was given the key to the second roomAfter about minutes she returned to the office complaining about the toilet not working properly and that she was having trouble with the TVThe clerk told her how to resolve the issue and that this procedure has to be done each time she turns on the TVThe customer was extremely upset about thisThe clerk made note of the complaints to forward to maintenanceShe also told the customer that the toilet would be fixed in the morning.The customer continued to complain about the room that she didn't even stay inShe took a business card and asked for names - the GM was on the front of the card and she took the Office Manager's first name and housekeeping as wellShe claims she spoke with thehousekeeper which she never didAnd no one said that he/she personally cleaned the room.The customer called in to the office at about 2:pm Friday (10/10/14) afternoon (not the morning) requesting a refundShe spoke with the Office ManagerMaintenance had already addressed the issue in her room and verified that her belongings were still in the roomThe Office Manager told the customer that she would issue a refund after two nights were deducted because it was already after check-out time for that dayThe rate for a single room for Thursday and Friday (10/and 10/10/14) was $plus tax ($75.48) for each nightThe total for two nights was $and she only paid $She never paid the weekly pet fee of $and for two nights with the pet it would have been $($per night)When the customer arrived about an hour later to get her refund, the clerk gave her $49,and she signed for the refund and the clerk also gave her a receipt for the refund.The staff was not rude to the customerThey graciously took her complaints and made other accommodations for her and even offered her a refundShe did not have to stay hereShe stayed of her own free will.Penns Woods Inn is an independently owned businessThe motel has not been affiliated with Choice Hotels as a Roadway Inn for almost five years nowWe do work in connection with Magnuson Corporation though as they take reservations for us on a daily basisWe DO NOT advertise as a Roadway InnOur signs and business cards all say Penns Woods Inn, not RoadwayThe Office Manager tried to tell the customer this, but she wouldn't let any of our staff talk.The customer dealt with two clerks (at the counter) and the Office Manager and a clerk (on the phone)She never talked with the ownerWe have refunded the money due her based on the two nights shestayed at the motelWe never made an issue of the $pet fee for the two nights which obviously would have reduced her refund evenrmore.The customer's complaint indicated that her stay was on October 8, It was actually on October 9–10, Also, the price she paid was only $of the $she owed and reported to youHer desired settlement is a refund which she has already received.Penns Woods Inn is sorry that her stay was unsatisfactoryThe staff worked diligently to accommodate her as best they couldWe do this for all of our customersWe have repeat customers on a VERY regular basis and others who actually live here at the motelPenns Woods Inn is a friendly home-like alternative and all customers are treated with warmth and respectThe rooms are cleaned immediately after every stay and ready for check-inWe pride ourselves on our clean rooms and down home country atmosphere.Sincerely,Asmit P***General ManagerPenns Woods Inn

October 26, 2014
Dear [redacted],
This is in response to your letter dated October 22, 2014 in regards to complaint #[redacted].The customer called to inquire about a weekly room around 4 pm on Thursday, October 9, 2014. She spoke with the Office Manager who quoted her $185...

for our least expensive weekly room available at that time. The customer never made a reservation for any room and refused to give her phone number due to cell service issues. She was informed that by not making a reservation that there was no guarantee that this room or any room would be available for her needs.When the customer arrived Thursday evening to check-in she said she was here for the room for $165 a week. The clerk told her that the room was quoted at $185. And the customer showed up with a pet which is an additional $25 for the week. She only had $195 out of the $210 that was needed to check-in, but the room portion of the bill was covered so the clerk told her she could pay the remaining pet fee the next day. The clerk checked her in and gave her the room key.About 20 minutes later the customer returned to the office to make a formal complaint about the room. The clerk made observation about the complaints to forward to housekeeping to be addressed the next day. The customer was offered another room or a refund. She saidshe needed a room and had no choice but to stay. The next least expensive weekly room available was a larger room with a larger bed for $200 plus the $25 pet fee. So in order for the customer to check-in to this room, she had to pay an additional $5 (not $50) for the room at that time and then the $25 pet fee the next day as originally agreed to.The customer "checked-out" of the first room and returned with a very crinkly $5 bill, threw it on the counter, and complained about having to pay more money. The clerk explained to her that the rooms are different styles and different prices. The first room is on the smaller side with one double bed. The second room (she took) was much larger and has a king size bed thus the price difference. She expected to be upgraded to a better room with no additional cost. Weekly rooms have set prices and are not negotiable. And again, the customer never made a reservation.The customer had paid $200 in cash and was given the key to the second room. After about 20 minutes she returned to the office complaining about the toilet not working properly and that she was having trouble with the TV. The clerk told her how to resolve the issue and that this procedure has to be done each time she turns on the TV. The customer was extremely upset about this. The clerk made note of the complaints to forward to maintenance. She also told the customer that the toilet would be fixed in the morning.The customer continued to complain about the room that she didn't even stay in. She took a business card and asked for names - the GM was on the front of the card and she took the Office Manager's first name and housekeeping as well. She claims she spoke with thehousekeeper which she never did. And no one said that he/she personally cleaned the room.The customer called in to the office at about 2:30 pm Friday (10/10/14) afternoon (not the morning) requesting a refund. She spoke with the Office Manager. Maintenance had already addressed the issue in her room and verified that her belongings were still in the room. The Office Manager told the customer that she would issue a refund after two nights were deducted because it was already after check-out time for that day. The rate for a single room for Thursday and Friday (10/9 and 10/10/14) was $68 plus tax ($75.48) for each night. The total for two nights was $150.96 and she only paid $200. She never paid the weekly pet fee of $25 and for two nights with the pet it would have been $10 ($5 per night). When the customer arrived about an hour later to get her refund, the clerk gave her $49,04 and she signed for the refund and the clerk also gave her a receipt for the refund.The staff was not rude to the customer. They graciously took her complaints and made other accommodations for her and even offered her a refund. She did not have to stay here. She stayed of her own free will.Penns Woods Inn is an independently owned business. The motel has not been affiliated with Choice Hotels as a Roadway Inn for almost five years now. We do work in connection with Magnuson Corporation though as they take reservations for us on a daily basis. We DO NOT advertise as a Roadway Inn. Our signs and business cards all say Penns Woods Inn, not Roadway. The Office Manager tried to tell the customer this, but she wouldn't let any of our staff talk.The customer dealt with two clerks (at the counter) and the Office Manager and a clerk (on the phone). She never talked with the owner. We have refunded the money due her based on the two nights shestayed at the motel. We never made an issue of the $10 pet fee for the two nights which obviously would have reduced her refund evenrmore.The customer's complaint indicated that her stay was on October 8, 2014. It was actually on October 9–10, 2014. Also, the price she paid was only $200 of the $225 she owed and reported to you. Her desired settlement is a refund which she has already received.Penns Woods Inn is sorry that her stay was unsatisfactory. The staff worked diligently to accommodate her as best they could. We do this for all of our customers. We have repeat customers on a VERY regular basis and others who actually live here at the motel. Penns Woods Inn is a friendly home-like alternative and all customers are treated with warmth and respect. The rooms are cleaned immediately after every stay and ready for check-in. We pride ourselves on our clean rooms and down home country atmosphere.Sincerely,Asmit P[redacted]General ManagerPenns Woods Inn

Review: I booked a holiday weekend at this motel. My family and I have previously stayed here and were expecting a double room, smoking and the hotel advertises an in-ground swimming pool, which we have enjoyed before in 2010. Despite several bad reviews on trip advisor, we felt the hotel was adequate and were looking forward to our Labor Day weekend plans swimming in the pool and attending the Pennsylvania Renn Fair which is only a few blocks away. I actually gave the hotel a good review from my 2010 stay and was satisfied that the hotel would meet our needs for an enjoyable weekend.

We arrived to find the swimming pool empty, the liner torn out and trash in the bottom of the pool. A sign hanging in the lobby states "NO REFUNDS after 30 minutes", despite their online policy which requires 24 hour advance notice of cancellation. I immediately informed the clerk that we would NOT be staying as the pool was the main reason we had booked their hotel. There were also cobwebs hanging off the computer at the check in counter and I noticed a water bug crawling across the bottom of the counter. The clerk stated that their website indicates that the pool is now closed, which is inaccurate. There are pictures of the pool on the website and nothing to inform guests that the pool is out of service. I contacted Reservation Counter ([redacted]) Itinerary # [redacted] and the customer service representative stated the hotel's position was to refund the second night. I have not received any refund at all and have paid the entire 168.36. I expect the hotel to honor their advertised services and refund my fee as I did not stay there one night.Desired Settlement: I expect a full refund of the entire 168.36 as I was fully prepared to stay there but did not find the hotel acceptable and the clerk was rude and disrespectful as well.

Business

Response:

---------- Forwarded message ----------

From: [redacted] patel <[email protected]>

Date: Fri, Sep 27, 2013 at 12:09 PM

Subject: Penns Woods Inn ID #[redacted]

To: [email protected]

Good Morning [redacted],

I would like to begin with addressing the issue of us responding to your letter. As I explained to you on the phone on September 24, 2013, we only received one letter from your office. We received the letter on Wednesday, September 18, 2013. During our phone conversation you instructed me to email you a letter with our response, and that is the reason for my email today. On the afternoon of August 30, 2013, [redacted] arrived at the Penns Woods Inn office, and stated she had a reservation, but she wouldn't be staying because our pool was closed. I informed her at that time, our pool was closed for the season, and it was closed prior to her making her reservation, which she only made a reservation on August 23, 2013 through [redacted]. We removed the pool as an amenity on July 12, 2013 from our website which is listed on [redacted] Hotels. She then stated we have it listed on our website, but didn't know the website she booked through. She stated she googled our name, and clicked on what she thought was our website. She left the office, and went to her car to find the website to show me its listed online. While she was at her car, I went to [redacted]'s website and looked at our online listing, and was able to verify that a pool was not listed on their site as an amenity. Upon returning the office, she admitted to me that she had stayed here previously, and remembered we had a pool, and that was why she booked a room to stay at our motel. She didnt bring any proof back into the office to show me a pool was listed online. I instructed her to contact [redacted], because that is who she booked through, and [redacted] is the business that charged her credit card, we didnt charge her credit card. She said O.K., and left the property. [redacted] called us a short time later, and spoke to [redacted] who authorized [redacted] to refund **. [redacted] for the second night. We did, however, charge [redacted] the first night because our cancellation policy clearly states, 24 hour cancellation, or first night will be charged. Later that evening, **. [redacted] returned to the property, and proceeded to yell profanities at [redacted], the desk clerk on duty. The other two people in her party were also yelling at [redacted]. [redacted] explained to her once again, [redacted] charged her credit card, not the Penns Woods Inn, and she would need to seek reimbursement from [redacted]. She left the property once again, and has not made any contact with us since. As far as we knew, she received her refund for her second night from [redacted], and had no reason to think otherwise since we had already authorized [redacted] to refund her. After receipt of the letter from your office, on September 18, 2013, I contacted [redacted], and spoke to [redacted] who provided me with a case #, and details from their records concerning the events that transpired between [redacted], and **. [redacted]. The case # from [redacted] is [redacted]. According to **. [redacted], [redacted]'s records reflect that **. [redacted] contacted them for a refund, and they confirmed our 24 hour cancellation policy, after speaking with [redacted] from the Penns Woods Inn [redacted] stated they would refund her the second night. **. [redacted] became irrate with the customer service representative, and told them she would sue the hotel, and hotels.com, and then hung up the phone before they could refund her the second night. All she needed to do was to remain on the phone line for a few minutes so they could refund her, according to [redacted]. **. [redacted] gave me instructions on how I could ensure **. [redacted] received a refund without any further involvement from her. I followed the instructions, and emailed [redacted] on September 19, 2013 asking them to give **. [redacted] a FULL refund, and we in turn issued [redacted] a refund of the first night. I received confirmation from [redacted] on September 24, 2013 that a refund was processed, and would be issued within 24 hours, but it may take up to 10 business days to reflect on the clients account.

In conclusion, we are disputing that we advertise an in-ground pool as an amenity on our [redacted] Hotel website, because we removed it on July 12, 2013. The guest was not told that we posted online our pool was closed, but rather it was removed from our amenities offered. The guest did in fact, admit her mistake at check in, by assuming we still had a pool, because she remembered we had one previously. [redacted] never stated to **. [redacted] that its the hotels position to refund the second night, because we NEVER charged **. [redacted]'s credit card in the first place. All of the information provided to you today can be confirmed with [redacted] through their records, as well as recorded phone conversations. I will also forward all emails mentioned above, so that you may view the content, and the dates of everything that transpired between [redacted] Hotels, [redacted], and the Penns Woods Inn. Please note as well, we have been Penns Woods Inn since May 2010, and we are no longer Rodeway Inn. Thank you for addressing this matter, and please feel free to contact me with any questions.

--

[redacted]ManagerPenns Woods InnPh. ###-###-####

Business

Response:

--------- Forwarded message ----------

From: [redacted] <[email protected]>

Date: Fri, Sep 27, 2013 at 12:12 PM

Subject: Penns Woods Inn ID #[redacted]

To: [redacted]

Emails between [redacted] Hotels, and Penns Woods Inn regarding the removal of the pool from our website.

---------- Forwarded message ----------

From: [redacted] <[redacted].[redacted]>

Date: Fri, Jul 12, 2013 at 5:46 PM

Subject: RE: Penns Woods Inn

To: [redacted] <[email protected]>

Hi [redacted], I have removed from our system as well as [redacted] and [redacted]. It may take a couple days for their sites and the others to fully update. Also, [redacted], which still showed the Jacuzzi, that was removed as well. I will be out of the office Monday the 15th, will return Tuesday the 16th. If you urgently need anything on Monday please call extension 677 or email data.supportservices[redacted] and they can help you out. Have a great weekend! [redacted]Online Revenue Manager

Tel: ###-###-####

Fax: ###-###-####

[redacted] Make all Rate and Inventory changes via [redacted] Hotels Control Center

[redacted] Hotels - World’s largest independent hotel group.

In only 9 years, [redacted] Hotels has become the fastest growing hotel chain in history, representing nearly 2,000 hotels around the globe with assets in excess of $5.5 Billion. One of the top 8 global hotel chains, [redacted] Hotels is the #1 Hotel Company of Inc. Magazine’s 5,000 fastest growing private U.S. companies.From: [redacted] [mailto:[email protected]]

Sent: Friday, July 12, 2013 2:31 PM

To: [redacted]

Subject: Penns Woods Inn Good Afternoon [redacted], We wanted to inform you that we are unable to have our swimming pool open this season. We are currently trying to determine the issue, but we have been unsuccessful. If you would please remove the pool from our website, and also notify the travel agencies as well, we would greatly appreciate it. Thank you so much

--[redacted]ManagerPenns Woods InnPh. ###-###-####

--

[redacted]ManagerPenns Woods InnPh. ###-###-####

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[email protected]>

Date: Fri, Sep 27, 2013 at 12:14 PM

Subject: Penns Woods Inn ID #[redacted]

To: [email protected]

Email sent to [redacted] authorizing a full refund.

---------- Forwarded message ----------

From: [redacted] <[email protected]>

Date: Thu, Sep 19, 2013 at 3:04 PM

Subject: [redacted]

To: [redacted]

Guest Name: [redacted]Booking Number: [redacted]Office Employee: [redacted]/Manager This email is in reference to a complaint filed by [redacted]. We already authorized a refund of the second night for the client due to the fact that she wasnt planning on staying at our property. She filed a claim with the Revdex.com stating she hasnt received any reimbursement at all. We are asking that you please issue her a full refund equaling the total amount she paid to you. We have refunded the [redacted] credit card for the first night as well, so there is no cost to you either. Thank you for addressing this issue, and should you need any addditional information please contact myself at the number listed below.

--

[redacted]ManagerPenns Woods InnPh. 717.665.2755Office Hours: Monday through Friday; 7:30am-4:00pm

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[email protected]>

Date: Fri, Sep 27, 2013 at 12:15 PM

Subject: Penns Woods Inn ID #[redacted]

To: [email protected]

Email from [redacted] stating they issued a refund.

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Sep 24, 2013 at 4:40 AM

Subject: Your refund request for bk# [redacted] [ ref:[redacted] ]

To: "[email protected]" <[email protected]>

9/24/2013 Dear Colleague, Thank you for your email. We have processed a refund per your request on the reservation for for arrival date . We will release the credit to the card holder's card within 24 hours, however they can contact their bank within the next 7 - 10 days to see if its been posted to their account. Please let us know if you have any questions. Kind regards, [redacted] Partner Support Serviceshttp:[redacted] To assist us with providing great service, we would appreciate it if you completed this brief, 4-question survey.

ref:_00DC0PxQg._500C0TfJtB:ref

--

[redacted]ManagerPenns Woods InnPh. 717.665.2755

Review: I stayed in this Motel/Inn for 12 hours, It was the NASTIEST place I have EVER stayed. There was cat pee and cat food on the floor. It WREAKED of cat pee. The window was broken and the window pane was also broken. Didn't fill very save in the room. The room had NO been cleaned of spider webs or spiders in a very long time. The cat pee had been there long enough to have little black bugs flying around. Also the room came with fleas. I went to the office to report this and was treated very badly. I requested another room. I was thinking that I would be offered a bigger room and better because of the prier room. Not the case I was told I NEEDED to pay for the other room. I was in need of the room, so I paid the amount of $50.00 more. Well the other room was NO better it came with dust 2 inches deep, mold on the shower curtain the WHOLE length of it and pee again around the toilet with other stuff not able to make out. I reported the other room to the WONDERFUL staff. With the comment of "Oh really the room isn't clean. I cleaned it personally. WOW. They didn't seem to be fazed by any of the things I brought to their attention. The next morning I requested my money back and was told NO. I would only get one days amount. I was planning on staying for a week for work. There was two major attactions going on at the time of my need for a hotel. I was able to find something much nicer 45 minute drive away. They were very rude to me. In the last week and half I have filed comments with the health board, the brough of the property and called the news stations in the area of the Inn. I have MANY MANY pictures of the scary and unsafe stay. I have also found out that they advertise as a [redacted] motel/Inn. that is not the case. They LIE.I have called [redacted] Motels and reported that also. I have left messages for the Division President. Penns Woods Inn is a independent owned business under the Magnuson Corp. Who I also have called. [redacted] has some very nasty and stomach turning pictures of prier victims.Desired Settlement: I would like ALL my money back. I was treated to nasty and unprofessional employees along with the owner of the Inn. Who got on the phone and talked to me in away that should Never be done to a customer. I ask for all of my money and was told NO. Even though they are aware of the conditions of the Inn. I work very hard for my money just like every other working person out there.

Business

Response:

October 26, 2014Dear [redacted],This is in response to your letter dated October 22, 2014 in regards to complaint #[redacted].The customer called to inquire about a weekly room around 4 pm on Thursday, October 9, 2014. She spoke with the Office Manager who quoted her $185 for our least expensive weekly room available at that time. The customer never made a reservation for any room and refused to give her phone number due to cell service issues. She was informed that by not making a reservation that there was no guarantee that this room or any room would be available for her needs.When the customer arrived Thursday evening to check-in she said she was here for the room for $165 a week. The clerk told her that the room was quoted at $185. And the customer showed up with a pet which is an additional $25 for the week. She only had $195 out of the $210 that was needed to check-in, but the room portion of the bill was covered so the clerk told her she could pay the remaining pet fee the next day. The clerk checked her in and gave her the room key.About 20 minutes later the customer returned to the office to make a formal complaint about the room. The clerk made observation about the complaints to forward to housekeeping to be addressed the next day. The customer was offered another room or a refund. She saidshe needed a room and had no choice but to stay. The next least expensive weekly room available was a larger room with a larger bed for $200 plus the $25 pet fee. So in order for the customer to check-in to this room, she had to pay an additional $5 (not $50) for the room at that time and then the $25 pet fee the next day as originally agreed to.The customer "checked-out" of the first room and returned with a very crinkly $5 bill, threw it on the counter, and complained about having to pay more money. The clerk explained to her that the rooms are different styles and different prices. The first room is on the smaller side with one double bed. The second room (she took) was much larger and has a king size bed thus the price difference. She expected to be upgraded to a better room with no additional cost. Weekly rooms have set prices and are not negotiable. And again, the customer never made a reservation.The customer had paid $200 in cash and was given the key to the second room. After about 20 minutes she returned to the office complaining about the toilet not working properly and that she was having trouble with the TV. The clerk told her how to resolve the issue and that this procedure has to be done each time she turns on the TV. The customer was extremely upset about this. The clerk made note of the complaints to forward to maintenance. She also told the customer that the toilet would be fixed in the morning.The customer continued to complain about the room that she didn't even stay in. She took a business card and asked for names - the GM was on the front of the card and she took the Office Manager's first name and housekeeping as well. She claims she spoke with thehousekeeper which she never did. And no one said that he/she personally cleaned the room.The customer called in to the office at about 2:30 pm Friday (10/10/14) afternoon (not the morning) requesting a refund. She spoke with the Office Manager. Maintenance had already addressed the issue in her room and verified that her belongings were still in the room. The Office Manager told the customer that she would issue a refund after two nights were deducted because it was already after check-out time for that day. The rate for a single room for Thursday and Friday (10/9 and 10/10/14) was $68 plus tax ($75.48) for each night. The total for two nights was $150.96 and she only paid $200. She never paid the weekly pet fee of $25 and for two nights with the pet it would have been $10 ($5 per night). When the customer arrived about an hour later to get her refund, the clerk gave her $49,04 and she signed for the refund and the clerk also gave her a receipt for the refund.The staff was not rude to the customer. They graciously took her complaints and made other accommodations for her and even offered her a refund. She did not have to stay here. She stayed of her own free will.Penns Woods Inn is an independently owned business. The motel has not been affiliated with Choice Hotels as a Roadway Inn for almost five years now. We do work in connection with Magnuson Corporation though as they take reservations for us on a daily basis. We DO NOT advertise as a Roadway Inn. Our signs and business cards all say Penns Woods Inn, not Roadway. The Office Manager tried to tell the customer this, but she wouldn't let any of our staff talk.The customer dealt with two clerks (at the counter) and the Office Manager and a clerk (on the phone). She never talked with the owner. We have refunded the money due her based on the two nights shestayed at the motel. We never made an issue of the $10 pet fee for the two nights which obviously would have reduced her refund evenrmore.The customer's complaint indicated that her stay was on October 8, 2014. It was actually on October 9–10, 2014. Also, the price she paid was only $200 of the $225 she owed and reported to you. Her desired settlement is a refund which she has already received.Penns Woods Inn is sorry that her stay was unsatisfactory. The staff worked diligently to accommodate her as best they could. We do this for all of our customers. We have repeat customers on a VERY regular basis and others who actually live here at the motel. Penns Woods Inn is a friendly home-like alternative and all customers are treated with warmth and respect. The rooms are cleaned immediately after every stay and ready for check-in. We pride ourselves on our clean rooms and down home country atmosphere.Sincerely,Asmit P[redacted]General ManagerPenns Woods Inn

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Description: Hotels

Address: 2931 Lebanon Road, Manheim, Pennsylvania, United States, 17545

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