From Thw time we checked in, everyone just seemed to be doing their job, not necessarily enjoying it or aiming for good customer service. I regret using too many Marriott Rewards points for our two-day stay. It simply was not worth it and I wish We would have stayed at a nearby Marriott property instead for our special weekend.
The clerk at the desk was dour and unhelpful. One of the doormen did give me the answer I neede for parking and I appreciated that, as the front desk was not helpful. There was trash theoughout the hallways and I mentioned it to one housekeeper as we stood in front of an elevator on our floor, waiting to go down. He looked at the trash on the floor BUT DID NOT PICK IT UP.
The restaurant was a horrible experience. The hostess could have cared less that we were there. We never got our appetizer until we mentioned it to the manager who brought out entrees (at which point I also mentioned that my salad came eaely - instead of the meal as requested, we did not get the extra plate we'd asked for, and my 9 year old had yet to get his milk; thank goodness I was having water. I had entertained the thought of a drink, but heaven knows when it would have arrived). The manager insisted on bringing out the pretzel bites (not bites at all; very disappointing for Philly, my former home town) at the end of the meal, when we were full, despite
my insistence that we did not want them. She offered free dessert, which we declined. When the waiter finally returned, he also offered free dessert, saying he understood he had let us down during the meal. HE DID NOT APOLOGIZE or even act remorseful.
The gentleman who brought my salad (early) was delightful. A young father, he was energetic and more of what I am used to as someone who spends far too many nights a year in Marriott hoteks instead of with my family.
The room was comfortable and the standard Marriott fare I appreciate.
There was no wifi in the room, which is unacceptable. As a soon-to-be platinum member for Marriott Rewards this year, this falls far short of Marriott service. So does the inability to print a boarding pass in the business center without being charged. And typically Marriott properties honor the Marriott Rewards free breakfast for elite members, even when the concierge lounge is closed (I have NEVER not been offered free breakfast - asked very nicely to the dour front desk worker upin check in and was briskly told no.).
The signs within the hotel and just outside it in the airport were insufficient. We flew in on a separate airline than our return and no one seemed to know which terminal we needed to be at (I refused to check in online and pay to print a boarding pass, something which is free everywhere else). We were sent to the farthest terminal, only to learn when we got there that we needed to be near where we started. It should not be hard for there to be easily marked signs (and knowledgeable staff) indicating which airlines fly out of which terminal.
I cashed in Marriott points and frequent flyer miles to show my fourth grader Philadelphia and the historical places he is learning about in school. In 48 hours, we crammed in as much history, food, and sites as we could. My only disappointment - a HUGE one - was wasting Marriott Rewards points for what I thought would be the 'convenience' of an airport hotel. Never again.
Save a few dollars and use a free shuttle to another Marriott property nearby. Or use those HiltonHonors points and skip the experience altogether; it's simply not worth it.
Pay attention, Marriott.
Go to the Hilton.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.