We were really looking forward to staying at the #1 hotel in Philly. We have stayed in many good hotels in the city and the Palomar was on our bucket list. It's a shame that a power outage on Saturday morning, March 30th put a damper on what was an excellent stay up to that point. The spa king room was fantastic and lived up to the billing. The staff leading up to Saturday morning was pleasant and professional. This review should have been an easy 5 out of 5.
I realize this was out of the hotel's control, but I don't think the staff realized what a tremendous inconvenience this was and were not ready to handle the situation. First, the manager came over the speaker system multiple times to let us know about the outage, which lasted at least 90 minutes from around 9:30 to just past 11:00. About halfway through the manager literally made 4 announcements in a 5-minute span telling us the problem was found and we would have power shortly. After that we heard nothing for 45 minutes and still no power.
We were meeting friends at the Wells Fargo Center for the 1pm Flyers-Bruins game. Obviously there was no running water; so showering, shaving and using the bathroom were out of the question. We did not feel very groomed to head out for the day. I had just finished filling up the spa tub when the power went out and was disappointed not being able to use it a second time during our stay. That's the reason we spent a little extra for the room.
Keep in mind that there are 20-25 floors in this hotel and many had to make the track down the stairs without the use of the elevator. Thankfully the power came on just as we were getting ready to walk down the steps with our luggage to check out. At this point going back in and showering was out of the question as we had plans to meet before the game and just wanted to get out of there at that point.
Here's where I have the biggest problem. When checking out the staff just kept the "all is well" attitude like nothing happened during the morning. I was wondering how the hotel might compensate their customers. I could see nothing was going to happen, so I asked about waiving the parking fee. The woman complied right away, which was fine. She should have made the first move, not me. I shouldn't have to ask about compensation, standing there unshowered and unshaven.
Getting the car was another adventure. We were told about 20 minutes from the valet. Meanwhile I noticed others were upset and impatient waiting in front of the hotel. I knew it was going to be longer than 20 minutes. Our wait ended up being 40 minutes. I was worried about not getting to the game on time. We barely made it. Thankfully our friends with the tickets were caught in traffic and didn't wait too long for us.
This is a dog friendly hotel, which is cool. Saw lots during our stay. I just wish folks wouldn't let them go right on the lamp post in front of the hotel entrance. We saw this when waiting for our car, not very appealing.
Having said my $.02 on this issue, I still would stay here again in the future. Hopefully my review can help the Palomar realize the severity of this situation, and better prepare the staff the next time something like this happens. I know we were not the only ones who felt this way.
- Official Description (provided by the hotel):
- Hotel Palomar Philadelphia, a Kimpton Hotel, is the first LEED Gold Certified luxury hotel in the heart of Center City is a testament to superior eco-friendly hotel design, personalized service and genuinely warm hospitality. Hotel Palomar is a unique luxury boutique hotel that features a striking lobby, the critically acclaimed Square 1682 restaurant and on-site fitness center. Throughout our boutique hotel, original artwork dynamically interacts with soft hues, luxurious custom furnishings and original architectural detailing. ... more less
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