Checkout and retrieving our car was a complete fiasco. Took about 40 minutes and encountered ridiculous policies and service. Called down to ask for car as we were checking out. Told it would be ten minutes. Seemed busy so we patiently waited 25 minutes. No sign of the car. Finally went out of way to get attention of attendant and was told we needed receipt to have our car returned. Went inside and waited on long line to get receipt. Told front desk we were having issue getting car back. Front desk printed receipt, which had only been charged for one night of parking. (Makes no sense, and we had said we were checking out twice now.) Front desk said we had to pay for 2nd night of parking outside separately. Had to then line up on 2nd line to pay separately for parking. Took over 40 minutes and had to manage my very frustrated 3 year old during this completely unnecessary wait. Totally broken process and no sympathy or assistance from front desk or parking people. Have stayed at many properties with valet parking and have never experienced this kind of ridiculous policy and practice before.…
Great hotel in an ideal location. What made the trip awesome was Thelma Sanchez and Nydirah Tingle. Both ladies went above and beyond for us and helped make my bro’s bachelor party a huge success! Thank you!!!!! Sal from Long Island
Let me start by saying that this hotel is excellent by all standards. The hotel is located in the center of Philadelphia downtown, walking distance from all the historic sites, restaurants, bars and parks. It is also conveniently located next to the SEPTA Jefferson railway station which was awesome since I was traveling to Aston, PA during my stay and it saved me a lot of time and money. The property was fully renovated over the past couple of years and is spoteless. My check-in was very easy and convenient through the BonVoy app and my hotel room was ready to go on time with a very streamlined process. I stayed on the 17th floor with a great view of the city in a very quiet part. The room was large, bathroom spotless and well stocked, there was a fridge, bottles of water and a very comfortable bed. I loved the gym on the first floor; it was really big and had a lot of equipment. There is a FEDEX facility, Starbucks and convenience store on site which was very practical to grab breakfast quickly in the morning. All the staff was extremely polite and professional. I rarely give a five for my reviews but this hotel deserves it. On top of this it was very reasonably priced compared to other properties which I think had less of a strong standard. So I highly recommend it and definitely would stay there again if I had another opportunity to go to Philadelphia.…
Great location- nice rooms, excellent food and bartenders. The only issue we had was the elevators. We were on the 9th floor and every time we tried to get an elevators down we waited over 10-15 min. I took the stairs twice since i was sick of waiting. Probably won’t stay here again- that was super annoying
We were very happy with the experience. I forget the manager's name when we checked in the afternoon on 4/8/22. He was amazing and made us feel very welcome. He was able to get us two adjoining rooms connected so our kids had their own space, but could go back and forth. That definitely made for a better trip. We liked the hotel. The staff was great in helping us with questions on local restaurants and places to check out. I have not been to Philly in probably 25 years, but the family was happy. We would definitely stay here again. We were happy with the room service food and menu, The place was very clean which is a plus. The store downstairs and I enjoyed the bar one night as well. Perfect location. Thank you!
Disappointed in customer service at front desk. Checked in today and used my suite certificates to upgrade to a suite in advance. I received a confirmation that my upgrade went through. When I checked in the desk clerk said I was in a regular room and actually laughed at me when I told her I had a suite. I was able to produce my confirmation and she reluctantly gave me a suite but with a huge attitude. Very disappointed. Especially since I heard her offer the guest in front of me a free suite upgrade. I’m a titanium life member and the whole check in treatment was rude.
This southern girl was made to feel right at home in this city of brotherly love from the moment I checked it. The receptionist was warm, caring and friendly. Gave us a large room with an upgrade which really helped ease my nerves of the big city. The hotel is perfectly located. The room and bed are very comfortable. I loved that not only did they have a restaurant and a Starbucks but a little store/cafe for snacks and light fare. The room was super quiet (as requested). Couldn’t ask for a better night stay in a hotel. If you want great service this is the place to stay. Definitely top notch.
The reason we stayed at a full service Marriott as an Elite member was for the full service amenities Marriott typically offers. This hotel however offers no room service, No concierge lounge and no housekeeping. 3 of the 5 elevators are broken so expect to wait extended times for an elevator. The rooms are getting rough. All in all it’s poor for a full service Marriott. I normally stay next door at the Notary but again opted for this property due to the services that come with the full service brand. This property would be comparable to a low end Marriott brand but they charge the full price. I did share my feedback with a front desk manager and no attempt to rectify the situation was offered. You should look elsewhere.
The hotel itself was good, clean and comfy. My complaint is I was charged twice. When I checked in, I said I wanted to put my incidentals on a separate card from the room. The lady said “okay”. Once I checked into my room I checked my account and noticed I was charged twice. Once for the room, and then another time for the room and the incidentals. However, the card I used for incidentals was also charged, I went back to the lobby and talked to three different people, including a manager. Essentially I was told it was my fault I was charged twice because “I didn’t communicate clearly” which is 100% not the case. I don’t know about other people, but I didn’t plan on having an extra almost $650 taken away from me. I was told “well there is nothing we can really do. So then my wife went and spoke, and was offered an $80 credit - well that is great and all, but I still don’t understand why I was charged twice. Again, the hotel itself was nice - but just a complete lack of accountability in their part. And then when I checked out (note: the lady who checked me out was one of the three I spoke to about the double charge). She didn’t ask me how my stay was, nothing. Stone cold face. I told her I was checking out, gave her my room key and she said nothing. A few second later she said “excuse me for a moment”. Shen then went into the back, for a good five minutes. She try so came back and simply said “you are good, or checked out one of those”. She didn’t stay, I hope you enjoyed your stay, or thank you for staying - nothing. Seriously - I mean I know I complained, but you charged me twice - and never once an admission that you messed up. In this day, we could have stayed anywhere in Philly, but we chose here because we have stayed here before and really enjoyed it. But my wife and I agreed, never again. The rudeness from the front desk staff (with the exception of the third lady I spoke with, she was nice at least). And I am willing to bet I won’t get my $600 back. Sorry for the long rant- but be careful, they might double charge you too.…
There where a few issues with my assigned room but this was fixed very quick and I got a new room. The service was really good and quick. I loved the location which is smack in downtown next to Reading terminal market and the city hall. The hotel has a restaurant ('13') and a coffee/sandwich shop. you also have a direct access to a Starbucks from the hotel. Room was clean and comfortable. Hotel wifi is not free unless you are a Bonvoy member (joining is free). Make sure you are not charged for it in your bill.
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