I unfortunately was visiting Philadelphia because of the impending death of my Mother who was at a nearby hospital called Jeane's. I visited the hotel with my father and brother and small dog. I had called earlier that day to make room arrangements and to make positively sure that they allowed pets. I was assured that they do, and that it would be absolutely no problem and no extra charges. After the four hour drive, I arrived at the hotel to a man named Vincent at the counter. As soon as we tried to go up to our rooms I immediately got a horrible attitude and a " What are you doing with that dog?" I explained to him that we had called ahead and were assured that it was dog friendly. He then told us rather unpolitely that pets are NOT allowed. As he was talking a man with a dog walked right past us. I questioned him about it and he said that dogs were only reserved for the Cancer Patients of America. His tone, his attitude and the way he treated me was completely uncalled for. I then told him that if I had known that they did not allow dogs I would not have driven 4 hours to come to this hotel. By this point, I was so irritated with the way I was being treated ( I'm a server who works in the food- service industry and can pretty much withstand any type of attitude, but he was really getting on my last nerve) He started drilling me with all sorts of questions, asking me the name of the person I spoke to, as if I was lying etc. At this point I was so distraught I just said, " Look, my mother is dying of cancer. We have to go to the hospital immediately. Let me speak to your manager." ( Who conveniently was nowhere to be found for the next few days. He sighed loudly, (as if he was the one doing me the favor by letting me stay there) and then re-assigned me to a gross room on the first floor that had a horrible odor to it. At check out, I was then told that the room cost would be approx 500 dollars. 89-ish per night for the people and 100 for the pet. I have never had such a horrible experience at a hotel in my life. Not only did my mother die, but they used my inability to fight back to their advantage, Everything is way overpriced and Vincent was rude, unfeeling and treats customers horribly.
The only good thing I will say, is that there was a room service server (whom, I feel bad that I cannot remember the name of) But she was very pleasant and nice.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
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First and foremost, on behalf of the hotel, please accept our condolences for your loss. Our thoughts go out to you and your family during this time.
I would like to thank you for the feedback you provided regarding your recent experience you had at our hotel. I will find out who your room service person was and personally thank her for the memorable service she provided.
In an effort to constantly strive to go above and beyond in terms of guest satisfaction, I feel that we did not accomplish this goal with your recent experience at our hotel. As General Manager, I am very concerned to hear that you did not enjoy your stay and that you encountered the issues noted in your review. I would like to personally apologize for what you experienced. I assure you that what you encountered is far below our Four Points standards, unacceptable and I am truly sorry and disappointed for what you experienced. This feedback will be addressed with our management and team to ensure that this does not happen again to any of our valuable guests.
Regarding the hotel pet policy, I would like to take a moment to give a more detailed explanation of what our policy is. We do not accept pets at the hotel with the exception for service pets and we have a contract with a Cancer Center near the hotel to accept pets for guests with this Center. It is up to the hotel's discretion to make an exception to this policy if we should need to do so. If the hotel decides to make an exception to this policy, there is a $200 non-refundable cleaning fee charged to the guest. I am very sorry that this was not explained to you properly or at all.
Thank you for your time in providing us with valuable feedback. If I am not aware that something is broken, we cannot take the necessary measures to fix them.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.