Regarding my 2nd of my 8 day stay.
Four Points by Sheraton Philadelphia, Northeast.
I thought I was going to be a experiencing a "5 Star" experience, only to be completely disappointed by an experiencing an environment that really does not even qualify for a One Star experience!
This is listed as a remodeled room! What a joke!
The furnishings are mismatched; appear to be piecemealed together, and very poorly and hastily done - at best. There are areas inside the closet units where old blocks of the original wood door attachments are still attached with bare wood showing where old screws have been removed. There is a bizarre pull out seat in the unit that when pulled out, leaves a vacant area - a square hole from top to bottom that appears to be more of a hazard than to actually serve a purpose.
The bedside tables feature drawers that when opened have Plexiglas inserts that must be removed in order to use the drawer efficiently.
There are no electrical outlets near the bedside at all.
The "remodeled" bathroom at first glance is cute. Cute, but poorly planned and incomplete.
The sink and shower water faucets are one handled, with one of two options: full blast HOT or full blast COLD! How much water are you causing your guests to waste?!
Besides that, adjusting the water temp is difficult as the one handled spigots are difficult to turn. The adjustable massage shower head is NOT adjustable. There is a ceiling access panel immediately above the shower head, and it is rusted around the edges and does not look like it is completely closed. Many of the shower curtain fasteners are in place but not closed. There is a cracked area in the mid-lower section of the tiled shower wall, with dirty/stained edges of the approximate 12 inch area of damage. The only place to hang a used bath towel is a bar below the front edge of the vanity - but it is too low to keep both ends of your bath towel from resting on the floor! Yuck!
The open visibility of the vanity reveals baskets of towels (cute), with the shiny drain loop trap gleaming right above them. Yet, the exposed toilet water supply piping is corroded, rusted and looks ugly. The bathroom door is full panel glass, wood framed & the glass on the outside is frosted, except for about a dozen random missed spots. The wood frame of the door is stained a medium brown, but the bottom inside corners are filled with some kind of pale tan colored crud! Ew!
The light switches for the bathroom are outside of the bathroom.
The mattress and pillows are comfortable.
Check in was cumbersome however, I later learned that your service provider crashed your system and that this was also intensified because it occurred while you were hosting a large wedding party. In light of these compounding and extenuating circumstances, this is understandable now – but no one bothered to explain why we had to hand write our name, address, and Credit Card info on a paper form and sign a contract promising to pay. Being from out of state, I thought it was just how things are done in PA. It wasn’t until I tried charging my meal to my room that our waitress asked if we had placed a credit card on file, we told her we did, and to her credit, she spent nearly 20 minutes going back and forth between the front desk and her cash register to get the issue resolved.
Our meals in your Cobblestone Restaurant were tasty and our server, Mary, was very pleasant and efficient. The menu however is too limited and not being from the area, some of the choices for sauces are baffling.
When arriving at PHL, International Airport, your web site recommended only a Taxi for transportation. After calling your hotel and speaking to your manager Emily, she had no other suggestions. We discovered quite by accident before exiting Terminal A to catch a cab, that we could take a shared shuttle van for nearly half the price of a cab. For future reference, you may be able to take a train to the Torresdale Train Station and then call the Hotel – they will send a free shuttle bus to pick you up there. DO NOT mistake Torresdale Station, for the “Erie – Torresdale” station on the Blue Line FML Frankford/Market subway (elevated, also called the “L”) See below.
There is apparently no one ever staying at this place that ever wants to venture to South Philadelphia, because there are absolutely instructions available. But, thanks to our waitress at Applebee's, we got downtown and back without a problem.
I asked the Hotel Manager Emily, in passing if they provided a free shuttle to one of the transit stations, she said Yes, within a 5 mile radius, so South bound would be as far as "Torresdale Station".
We took the #14 bus to Frankford Transit Station and used a transfer to take the Frankford-Market (Blue Line on the “L”) line into the city. We noticed that the "Erie-Torresdale Station" was three stops closer to the city.
Upon returning to your Hotel, Emily was at the front desk. I asked her if the Shuttle could just drop is off at the Frankford Station since seemed closer than the “Erie - Torresdale station.
She told me no way because it was more than 5 miles. She was referring to the Amtrack - Torresdale, which I had also noticed earlier, based on the map I had, they appeared to be nearly the same distance away on the map I had. She informed me of my misunderstanding. She sarcastically offered to "Google it" for me so I said sure. Then she was interrupted by several phone calls and by that time I was feeling insulted and very frustrated by her lack of ability to be civil, let alone professional, on top of the disappointing accommodations and experiences I had experienced so far. I asked to speak to the manager and she not only informed me the SHE was the manager AND SHE was the shuttle manager as well. Then I asked to speak to HER boss and she informed me that HE, the GM would be here in the morning and I could talk to him then. I asked her if she could pass along my complaint and she said she would. Doubting her sincerity, I filed a complaint with the Hotel Chain, and their SPG Rewards Points provider. I also reviewed them on Yelp.
It may sound petty of me, but the whole point of getting to Frankford Station is to avoid the transfer fee. Taking a free shuttle to the Amtrack - Torresdade station wastes my time and I still have to pay for a transfer to exit the train and board the L at Frankford-Market station.
My experience of Emily is that she was more interested in arguing with me and being RIGHT, than actually UNDERSTANDING me and making me feel heard and provide excellent "Bring them back" CUSTOMER SERVICE.
The reason my companion and I are here is because we are attending an advanced certification conference for Registered Nurses, being held at a nearby Medical Care facility. We live in California and COULD have chosen to attend the same conference in Anaheim, CA, FOR A LOT LESS MONEY!
Instead, we CHOSE to spend OUR money and pay more to attend in Philadelphia because we had never been here, or the East Coast before. We CHOSE to stay HERE because it was recommended by the hosts of the conference.
I seriously doubt that THIS hotel will EVER appear on their list of lodging recommendations in the future. We are not the only Conference Attendee guests with complaints and dissatisfactory experiences.
My first and only experience of staying at a SPG Rewards hotel, which inspired me to sign up with SPG, was my stay at the San Francisco Westin – Civic Center.
THAT was a 5+ Star experience!
I might stay at a Westin in the future, but I will NEVER stay at anything by Four Points again, NEVER!
Because of this lousy experience, we are checking out earlier than planned and relocating to a different hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.