I was recently married in late May and booked a block of rooms at this hotel for myself and my wedding guests, as it was one of the only hotels near my venue.
First, the good: the location is excellent! It is situated at the entrance of 422 so it is easy to navigate, and if you shoot down Egypt road you'll be in downtown Phoenixville in less than 5 minutes. There is ample parking, I found the hotel to meet my (high) standards of cleanliness, the lobby on the first floor is great if you are meeting people/want to relax for a few minutes, the beds are comfortable, and the suites were HUGE. The hotel itself is slightly outdated, but it is not bothersome, and the breakfast buffet was fine, but nothing to write home about. (Good coffee though, which was necessary the day after the wedding!!)
Now, moving onto the bad. The biggest issue I had with the hotel was that my guests called to reserve rooms and were told there was 'no room at the inn' when we still had rooms open in our block. I called multiple times to sort out the issue and it was not properly taken care of. Guests would mention our wedding party and the dates and simply be told that the block was full when it wasn't! (I was truly mortified). I tried to move past that, as I had other more important things to worry about... fast forward to check-in the day before my wedding. They didn't have my name in the system!! It took the woman about 20 minutes to figure out it was under my husband's last name (even though I paid for it with a card in my name). She barely apologized, meanwhile I was close to a full-scale panic attack.
Let me preface the next statement with this fact - I was NOT a bridezilla by any means. However, I did expect the hotel to do something, ANYTHING, special, and I was extremely disappointed that they didn't. Perhaps even just recognizing my name or saying congratulations? Anyway, the next day when I was checking out was the final straw for me. The man who works at the desk was counting money when I approached him and asked if I needed to do anything other than turn in my key to check-out. He responded that he was busy doing something else and that I would have to come back, insinuating that I had interrupted him with my question. I simply set my key down and said 'fine' and walked outside to cool down... he later apologized after I came in, but it was extremely insincere. I have traveled the world, but I don't think I have ever encountered a situation that has angered me so much.
If you are looking for a quick, cheap, clean stay, this is the place for you. If you actually care about good service or if you are using the hotel for a group/family stay, it's not.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 2, 2011
Good afternoon,
I wanted to take this opportunity to thank you for sharing your reviews about our property.
First, let me also say CONGRATULATIONS! I wish you many years of continued happiness.
Every review is taken as a way to learn and improve upon our Service and Accommodations delivery.
I also wanted to apologize for any frustrations you encountered from the staff here. We have made some significant changes and we are confident they are for the best.
Yours in hospitality,
Ricardo Williams
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.