I have never written a hotel review before, but I was appalled by my treatment at this hotel. Both my mom and I called initially to inquire about staying here. My mom was told that the hotel did not have rollaways, and I was told that they did. So we both called back separately in the next couple of days and were told that they absolutely had rollaways and could put one in our double room. When I made the reservation for 3 nights (a prepaid one, that sure was a mistake!) I was again told that we could 'definitely' have a rollaway in our double room, "don't worry about it, you are all set," and the request was written into our reservation.
We arrived with tired kids and were told by Chanda that we could not have a rollaway in the double room because of Pennsylvania fire codes. So we were stuck with one less bed than we needed, unless we wanted to pay hundreds of dollars more for another room. Now I understand fire codes and had no interest in going against them, but the staff who booked us certainly should have known these fire codes (why would they write the rollaway request into the reservation if they were not even permitted), and I was most surprised by Chanda's response. Chanda only told us (repeatedly) that she was "sorry for our frustration" and that she was "taking responsibility for the situation." Words are cheap. To me, taking responsibility for a situation means that you do something to rectify it for the guest (eg. offering a different room), but Chanda did absolutely nothing to accommodate us. Her manner was most patronizing, and she clearly didn't really care about her customers.
We wondered if someone different was supervising the staff in the restaurant, because we had a completely different experience there. The staff in the restaurant was genuinely friendly and most hospitable.
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- Also Known As:
- Hilton Philadelphia City Avenue Hotel Philadelphia
- Hilton Hotel Philadelphia
- Philadelphia Hilton