Rated 1 out of 5 Disgraceful
Arrived at 9 PM after a day of traveling, hungry and sick......called room service and didn't get an answer for 30 minutes. I had to go down to the lobby and order my food. When I came back to my room, there was no remote for the TV. I called using the Service button on the phone and nobody answered. I have never felt so helpless at a hotel in my 20 plus years of traveling.
This one if an embarrassment to the SPG brand.
February 10, 2016
Rated 4 out of 5 by Ringo Nice Location and Nice Hotel but SPG recognition fails
Great location. Nice décor. Cool urban hotel. Nice vibe. I would give this hotel totally high marks but if a SPG loyalist, then avoid this hotel and stay at other SPG properties. Hotel's occupancy appeared low (not many people stirring about on the evening I stayed there). Was told at check-in at 2 p.m. that there were no suites available--front desk clerk said all were taken, checked behind her and the hotel had three different categories of suites available and none of them were specialty suites to which plats are unentitled. I called the 1-800 reservations and they too confirmed multiple types of non-specialty suites available. I went back downstairs and told the front desk I didn't want to change rooms but extremely frustrating to be misled about the suite situation, especially when multiple categories available late in the afternoon #they wouldn't have been utilized). Hotel does not honor SPG benefits based on my experience. Avoid if seeking SPG loyalty. I will say housekeeping reached out to me when I left my electric toothbrush and offered to mail to me. High praise for housekeeping team. Check-in team needs training on keeping SPG customers.
February 8, 2016
Rated 1 out of 5 by BDL1 Nightmare on Arch Street
We traveled to Philadelphia for the New Year’s celebration this year. I booked the first night, December 30th, in a suite, and the second night, December 31st, we changed rooms because there were no suites available.
We arrived late in the evening so the room was dark, but when we awoke the next morning we noticed that the duvet had vomited on it. The carpets were dirty and the paint was peeling from the ceiling in the bathroom. The beds were also very uncomfortable, there were craters in the middle of them which made you roll into the center.
I called housekeeping in the morning and after checking the mattresses they removed them and replaced them; unfortunately we weren’t able to enjoy the new beds. I contacted SPG and they forwarded on my concerns and the hotel ended up crediting us for the first night.
We checked into our next room in the morning and this room was just as bad as the first. There was blood and dirt on the duvet. The headboards and rails were cloth and were dirty, there was something “squirted” on one of the rails and miscellaneous other browns stains on the rails too. The headboard had numerous brown stains on it also. One of the beds had a crater in the center of the bed and the other had the headboard torn off the wall, if you moved the pillow it made the headboard bump the wall.
I called the front desk and they came up but said all they could do was change the linens. They didn’t even swap out the mattress. When it came to the other spots, dirt, and headboard there no comment, just blank stares.
I called SPG for this night also and they forwarded my information on to the management of the hotel but they have not responded and I don’t expect them to. I only wish I could share my pictures as a picture is worth a thousand words.
I have been an SPG member for 10 years and never seen am SPG hotel in the shape this one is in. I can only wonder how many of the other rooms are in the same shape. The management could have made this right. The fact that they didn't make sure our room was perfect the second night speaks volumes about what is going on at this hotel. THEY DON'T CARE. They should not be listed as a 5 star hotel.
January 13, 2016
Rated 5 out of 5 by Phillykid01 Solid service
My first visit was a pleasant surprise to the quality of the property, staff and location. Thank you, I look forward to staying on my next visit in February.
January 12, 2016
Rated 3 out of 5 by FrequentTraveler2015 Disappointed
I left a spair purse at the hotel, mostly empty except for a small bottle of perfume. After several calls to the hotel, and being handed off to multiple people, I finally got it back, but without the perfume... The room was nice but that means nothing if I can't trust the staff throughout the duration of my stay and after. Unsure if I will ever come to this location again.
January 11, 2016
Rated 2 out of 5 by SL321 Good intentions but poor follow through
While staff was courteous and eager to help, follow through was poor. We had booked 2 rooms and asked for early 1 pm check-in. We got there by 2 pm and were told that we could check in to one room but should wait if we wanted the rooms close by, We came back at 4 pm and were told we were all set and had connecting rooms but rooms were not close by. One of the rooms was a suite with a city view, actual view was the side of a building. Our luggage was to be sent up in a few minutes, 20 minutes later we had to go down and get it ourselves since we were in a hurry. We requested a roll away bed in one room 4 times, it never came. All in all pretty poor service.
December 30, 2015
Rated 5 out of 5 by laforesta80 Great Staff Made the Stay
We, a family of four, booked a room with double beds and got upgraded to a standard suite via Suite Nights Award. When we checked in, Victoria at the reception upgraded our reservation to a Family Suite with 2 bedrooms. In addition, she extended the usual platinum benefit of continental breakfast to full American breakfast for our entire family. Throughout our entire stay, every staff member was extremely friendly and helpful. Their warm hospitality has certainly made our trip very memorable. And the benefits extended to SPG Platinum members are what have made SPG program so special.
December 29, 2015
Rated 5 out of 5 by mrsmrtguy Awesome Location and Staff
The service I received from the Manager and Concierge really wowed me. Right from the beginning when i called in with questions and support they were more than helpful beyond what I expected. They were great and more than willing to make my stay above and beyond. As a plat member, they offer a very nice breakfast option with includes fresh made hot breakfast items, coffee, and juice at no charge! The location of the hotel is super prime and a short walking distance to most locations in the city center. Would definitely recommend.
December 27, 2015