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“Hotel Management simply not interested”

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Hilton Philadelphia at Penn's Landing
Ranked #21 of 89 Hotels in Philadelphia
Certificate of Excellence
Reviewed January 22, 2013

As a remarkably loyal Hyatt Platinum customer who spends many nights in Hyatt Hotels I was highly disappointed in the Hyatt Regency Philadelphia at Penn's Landing. This was a business trip. Breakfast was over cooked and served to several of us burnt. The restaurant manager had an attitude so we requested the General Manager of the Hyatt. After waiting about 20 minutes we were informed that the General Manager was on a call and did not have time to speak to us. We made multiple request that were responded to with the same answer... "he is on the phone and is not available to speak to guests". I use Hyatts frequently all over the country and recommend them highly without question. If you are in the hospitality business and management does not have time to discuss an issue with a guest then they do not deserve my business or my recommendation. Most of us involved in this incident are platinum and Hyatt is our hotel of choice. Not after our visit to the Hyatt Regency Philadelphia at Penn's Landing. Hyatt guest relations committed to me that the General Manager of that property would call me before the end of the day. Never happened. Very disappointed.

  • Stayed: January 2013, traveled on business
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3  Thank dlane711
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MCatHyatt, General Manager at Hilton Philadelphia at Penn's Landing, responded to this reviewResponded February 4, 2013

dlane and I have had a conversation to review his experience. The restaurant manger took the breakfast charges of those who were not satisfied off their bill and the feedback has been reviewed with our culinary team for follow up with the team working at that time.

Unfortunately due to a misunderstanding I called this guest in their room not realizing they were waiting in the lobby. I also followed up by email with the only contact information I had at that point. Once I received the guest's phone number I called to discuss.

Participation in a meeting,conference call or appointment doesn't prevent communication with a guest which it shouldn't. I apologized for the misinformation I got leading to this situation. it should have gone smoother. The string of events that led to this has been reviewed with the associates involved to prevent a recurrance in the future.

Mike Costello
General Manager

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1,939 - 1,945 of 2,590 reviews

Reviewed January 21, 2013

We booked this hotel on Priceline and are very happy we did. We upgraded the room to a corner king sized bed on the 17th floor and it was well worth it. The room was large, clean and comfortable and the 3 windows showed a magnificent view of the city.
They accomodated every request we made, including giving us a later checkout time.
The concierge was helpful and polite. Parking was fine.
The only things I would complain about are that the deadbolt was broken, and the lack of free wifi is unfortunate.
Otherwise the hotel is really nice, easy walking distance to Old City and all of the historic buildings. I'd stay here again.

Room Tip: Request a corner room on a higher floor.
See more room tips
  • Stayed: January 2013, traveled as a couple
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1  Thank jankow5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MCatHyatt, General Manager at Hilton Philadelphia at Penn's Landing, responded to this reviewResponded January 24, 2013

Thanks very much for choosing to stay with us on your Philadelphia trip Jankow5. We appreciate it!

Glad you enjoyed the great views of the city and appreciate your passing along what a first rate job the staff did for you. The doors have a deadbolt that automatically engages when the door closes. It disengages when you open it. The lever that spins freely on the lock mechanism is there for a privacy setting preventing another key from opening the door....additional security.

Hope you can come back soon.

Safe travels,

Mike Costello
General Manager

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Reviewed January 21, 2013

We paid $90 per night which is the only reason this place gets 4 stars. If we would've paid anything more, not so much. The beds were pretty comfy, rooms were average in size, bathroom okay def not the spotless clean you'll find in higher end hotels. It did the job. Location was pretty good. Just a short walk over the bridge to nice bars and restaurants. We walked much of the city from our hotel. We found it to be a great home base.

  • Stayed: January 2013, traveled as a couple
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Thank NewYorkNewlyweds09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 21, 2013

We stayed at the Hyatt for the past 2 nights and it was a great stay. We were able to walk almost everywhere, the room was beautiful and the staff was unbelievably friendly and helpful! Thank you trip advisor for the reviews that recommended the $12 parking lot right beside the hotel garage - a nice savings over the $30 garage fee. You could not go wrong with this hotel for a great stay - even the breakfast was terrific.

Stayed: January 2013, traveled as a couple
Thank Plbird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MCatHyatt, General Manager at Hilton Philadelphia at Penn's Landing, responded to this reviewResponded January 24, 2013

Dear Plbird,

Thanks very much for staying with us. It sounds like you had a great time and got to tour around a big part of the city. There's so much to see and do close by our hotel.

Thank you for the call out to the staff on the great service they provided. It was great to read the nice comments. Hope we'll see you again the next time your travels bring you to Philadelphia.

Best regards,

Mike Costello
General Manager

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Reviewed January 21, 2013

I attended a seminar here and chose to stay overnight. The room was very comfortable and the bed and pillows made me sleep so well. The ammenities in the room were more than adequate. The restaurant I felt was a little steep for what I received but then again, you're in Philadelphia so you have to expect to pay a little more, get a little less. The conference food (lunch and snacks throughout the day) were excellent. The snacks were penny candies in a jar, brownies, etc. and all very nice. Lunch was excellent, served to about 50 people at the same time, right temperature, and delicious. I would stay at this hotel again if I needed to.

  • Stayed: November 2012, traveled on business
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Thank deb s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MCatHyatt, General Manager at Hilton Philadelphia at Penn's Landing, responded to this reviewResponded January 24, 2013

Thank you for the kind comments on the job the staff did and the quality of the food. Sounds like the meeting you attended was a success. I hope we'll have the chance to have you stay with us again so you'll have the chnace to enjoy all of the city's great historical sites , attractions and restaurants.....they're all easy accessible from our location.

Safe travels,

Mike Costello
General Manager

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Reviewed January 19, 2013 via mobile

Spent two nights 3 days at this Hyatt and overall great time! Had two minor issues but nothing serious or life altering and they didn't ruin my stay at all.
Let me break it down:
Arrival: Wonderfull, helpfull bellmen & valet staff
Check in: flawless
Room: Clean and well furnished, the bed wasn't perfect but its no big deal
Concierge: very helpfull and all recomendations were on point
Room service: the service time was good and on point the food was ok except for the soup. Simply there was just way to much salt. All the other food we had in the room was great
Parking: yes they charge, but its well worth it. We never had an issue getting our car just call from your room before you leave and your car is waiting. As far as the price it really isn't that bad consider where you are staying
Staff: all members of the staff that we dealt with were perfect!
Overall: Solid hotel, great staff, great service, and great stay. We will be back!

  • Stayed: January 2013
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Thank PhilCyn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MCatHyatt, General Manager at Hilton Philadelphia at Penn's Landing, responded to this reviewResponded January 21, 2013

Thank you for your note and for staying with us. We appreciate the feedback. My apologies for the chicken soup being too salty. I have shared your comment with the Chef so he can look into it. It's a regular item, well received ,with a straightforward preparation. We'll find out what happened so we get it back on track. Thanks for letting us know.

Appreciate the kind comments about the service the associates provided. hope we'll see you again soon.

Mike Costello
General Manager

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Reviewed January 17, 2013

stayed on the 15th floor.great view of the river and ships.the check-in was quick and the front desk was most helpful.the exercise room had updated equipment and provided headphones.the casino is a short drive and you can walk downtown in 15 minutes.i would return.

  • Stayed: January 2013, traveled as a couple
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Thank jogger33
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Philadelphia at Penn's Landing

Address: 201 S Columbus Blvd, Philadelphia, PA 19106-3101 (Formerly Hyatt Regency Philadelphia at Penn's Landing)
Phone Number:
Location: United States > Pennsylvania > Philadelphia > City Center East
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Swimming Pool Wheelchair access
Hotel Style:
#11 Luxury Hotel in Philadelphia
#18 Romantic Hotel in Philadelphia
#23 Family Hotel in Philadelphia
#23 Business Hotel in Philadelphia
Price Range: $144 - $393 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hilton Philadelphia at Penn's Landing 4*
Number of rooms: 350
Official Description (provided by the hotel):
Waterfront property located at the doorstep of Center City, and walkable to Philadelphia's Historic Sites. Take in wonderful city views from a spacious and elegantly furnished guest room. Stay connected with WiFi at the oversized desk, or recline on the plush bed and watch the flat-screen TV. Additional in-room amenities include an iHome alarm clock radio, refrigerator and in-room safe. Choose an inviting suite for more space and amenities, or treat yourself to the ultimate Penn's Landing stay in the luxurious Owner's Suite. ... more   less 
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Also Known As:
Hyatt Regency Philadelphia At Penn`s Landing Hotel Philadelphia
Hyatt Regency Penns Landing
Hyatt Regency Philadelphia Hotel
Hyatt Philadelphia
Hyatt Penns Landing Hotel

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