Rated 3 out of 5 by Casey Hotel room needs updating
My wife and I stayed in room 1639. The carpet had looked dirty and had lots of stains. The mattresses needed replacing. One sunk to the center. It took 3 calls to have someone to come to fix or replace the shower lever/tap.
There was a lot of noise from the register and the street. We do not believe we got any perks with our SPG, although we got points. We thought the hotel inferior, especially when one considered the price paid.
28 de Maio de 2013
Rated 3 out of 5 by Graduate Graduation trip
My mom booked this hotel because they told on the phone, the hotel directly not reservations, they had shuttle service, but they did not. Front desk was not that helpful. Asked question " Im just an hourly employee", Really? Also had to call front desk 3 times before someone picked up, and then she was rude and abrupt that I was disturbing her. The rate was not cheap even with discount but yet they still charged for WiFi, at this day and age? . The lady in the gift shop was really nice and doormen.
18 de Maio de 2013
Rated 3 out of 5 by Avimalka1985 Disappointment
We were disappointed in two things:
a) the thermostat going on and off all night makes for sleep interruptions.
b) two of the four days our room was not cleaned, beds not made, etc.
15 de Maio de 2013
Rated 3 out of 5 by Julie1955 problems that need to be addressed
During our stay, we have experienced a few problems. Unfortunately, this is not the first time we have encountered this. Every year we stay for the Mother's Day walk and the Susan G. Komen 3 day walk for the cure. This is the second year in a row that we have eaten at your breakfast buffet and have been very dissapointed. When we arrived, it took almost 30 minutes to be seated. Then, we waited in line for the specialty eggs and waffles. It took over 30 minutes to have something made because there was one chef cooking. Most of the food was depleated in the rest of the trays, or it was ice cold. Staff was notified by other guests waiting in line, and it still took almost 20 minutes till fresh food came out. So, our breakfast was cold when we ate. Very dissappointing especially since the buffet is almost 20 a person to eat. I was also dissatisfied because the elevators are not all in working condition. There were periods of time, especially right before noon time check out, that we had to wait 20-30 minutes for an elevator because only 3 out of the 6 elevators were working. I was also shocked to hear that one of your employees were rude to my daughter. She was out front smoking and one of your employees flung the door open and said you need to go to the smoking area over there...there is no smoking here" Then flung the door back open and hurried inside before she could say anything. When she had said something to the front desk, the only thing that they would say is that they were sorry to hear. That is unacceptable. There is NO signs that designate a smoking area, nor signs that say NO SMOKING. My daughter has no problem following the rules, but the signs need to be in place, so people know where to go to smoke.
13 de Maio de 2013
Rated 3 out of 5 by FranknBeans That "Not Really Trying" Feeling
We stayed at the hotel as part of a quick getaway from NYC to see the Barnes collection. As usual, I wanted to stay at a SPG chain because of past good experience, so I am overall disappointed by the poor service at this hotel.
The hotel is very convenient for the Barnes Museum and well situated enough that you could walk to most places/restaurants. Lobby is well lit and maintained, very spacious and comfortable. The room we got was generally nice, not the sleekest for SPG, but modern enough and comfortable.
- One of my most lackluster check-in experience, especially for SPG. The front desk person was almost bored to see me and couldn't come across caring less about my checkin. Never acknowledged me as an SPG member (heck, even a smile and just acknowledging me being a member would suffice) and really didn't want to talk other than get my credit card and handed me my keys. Ice cold.
- The room, as I stated above, is fine. However, the shower/tub in the bathroom had issues. There is a panel (I assume for pipe access) right above where you stand that was leaking while I was showering the first evening, so it was dripping on me. The dripping probably came from outside the room, since the dripping did not happen the next morning. The spigot/diverter is either rusted or lodged and require two hands and firm stance to pull it up for shower. The drainage is poor, so I was standing in soapy water.
- The service continues to disappoint. I went down the next morning and informed them of the issues I had with bathroom. I was quite pleasant about it, figuring things do break and as long as they can fix it, whatever. I am on vacation, so let's keep it positive. The gentleman (also very bored) took down notes and told me he'll get an engineer on it. That evening, I return and when I got back to the room, I really don't think anything has been resolved. The diverter is just as hard to pull as before. Drainage still slow. No dripping took place, but I am beginning to wonder if the drip was from above (so maybe I got luck that day). The worst is nothing indicating anyone came to look. Not a note, a message, zip.
I checked out the next day (2 nights) and when asked about my stay, I mentioned the unresolved issues. The lady (the first person that was actually friendly) took more notes, but can't acknowledge if any work was done.
Overall, I am very disappointed by this stay. The general lack of acknowledgement of the customer or their issues is horrible. The lack of follow-up on issues is just out right unacceptable. Very disappointed with this experience for an SPG.
8 de Maio de 2013
Rated 3 out of 5 by Bonnie Found Lacking
I made my reservation a month in advance, arrived at the hotel at 4:00 and was told my room wasn't ready. I had dinner reservations at 5:30 and needles to say this situation was very inconvenient. By 5:20 I still hadn't heard from the front desk so my waiter checked for me. The front desk said if I would take a double bed room I could have a room right away, but if I wanted the single queen it was going to take a bit longer. I was NOT a happy camper
2 de Maio de 2013
Rated 3 out of 5 by SMA13 Rooms
When we checked in at 11pm the room was not clean. They did give us a another room. I was just surprised that it was not ready at 11pm
23 de Abril de 2013
Rated 3 out of 5 by Collegetour5 Average at best!
When we checked in at 12:15 a.m., we were told that for 24 hours of parking, it would cost $20. At check out, they tried to charge me $38. They did agree to just the $20 finally. We asked the concierge for a recommendation for a restaurant with Philly steak sandwiches and she sent us to one that did not serve these which we did not realize until we had ordered our beverages! Our 16 year old boys were very disappointed. it would have cost us $20 to take a taxi to another restaurant that did serve these! Finally the hallway for the 16th floor was dirty and smelled awful.
22 de Abril de 2013
Rated 3 out of 5 by markie Older hotel
time for renovation to be top notch: elevators are extreamly slow, dinner buffet priced nicely but food i ate was tasteless. Parking is a mess and complicated
15 de Abril de 2013
Rated 3 out of 5 by JGE123 Not quite up to par
Room was not prepared properly, used wash cloth hanging on shower rod, No regular coffee supplied just decaf and the windows are hard to see out of. Have stayed previously and same kind of issues. Travel and stay somewhere every week and normally do not write reviews but this needs your attention. Room rate and location to my work was perfect
12 de Abril de 2013
Rated 3 out of 5 by Conferencegoer Great service, kinda grungy accomodations
Every staff member I encountered was wonderful..very helpful.
The structure inside is crumbling, carpets were not cleaned, just grungy.
11 de Abril de 2013
Rated 3 out of 5 by Traveller55Plus Generic
Stay if you must for business, avoid if you can for pleasure. Not worth the cost. Inconvenient for visiting as a tourist.
11 de Abril de 2013
Rated 3 out of 5 by Erai8 Needs some improvement on cleaning
The hotel was overall pretty nice. However, the cleaning staff is either understaffed or needs more training. I didn't feel my room was "cleaned" the one day I chose to have it serviced. Also, two room service trays were left outside my door at 7:00am on a Monday, they collected other people's trash throughout the day, and they remained there still when I checked out on Tuesday at 9:00 am. Made the entire hall way look trashy. I can't believe no staff every picked it up or reported it. They were there over 24 hours!!!! However, I did stay on the club level and the benefits of upgrading to club status were well worth it. Very pleased with the club room.
10 de Abril de 2013
Rated 3 out of 5 by Carolyn no free wifi?!!
can't remember last time I had to pay for wi fi access at a hotel, especially when it costs $200 a night to stay there. We had a reception the last night and water cost $4? Really?. Clean rooms, friendly staff. Long waits for an elevator . Can't take the stairs to the 20th floor...
10 de Abril de 2013
Rated 3 out of 5 by JLD3233 It was a great hotel! But needs to be updated!
Before I booked, I checked out several sites that had reviews, most stated the same great location, and staff, but rooms need to be renovated with this knowledge I booked the Franklin Institute - Titanic package, anyway. We arrived at the hotel early, we were greeted by both the valet and the front staff warmly, we weren't expecting our room to be ready, but we were surprised when it was! When we reached our room, I was amazed at our view, it over looked Logan Square, Franklin Institute and the city! When I looked at our room, I was disappointed, not the usual quality of Sheraton that I expect! The room was well-worn, there were multiple stains on the rug, the beds appeared lumpy and half made and bathroom was worn with stains on the tile and dirt in the corner, additionally, the whole room had a smell of antiseptic. Because we were limited on time, I didn't bother to complain, knowing it was just for one night!
Before, we left for a day of adventure in Philly, we checked with the Concierge, she was amazing, giving us both directions, recommendations and suggestions! That evening we returned to our room and had dinner at the Phillip's Seafood restaurant; we were treated to a wonderful meal and had great service! After dinner, we went to the pool, it was great, clean lots of towels, and lounge chairs we had a blast! The next morning we did the Hotel Breakfast buffet, for the price it wasn't worth it....but it was convenient, next time I will go to the Museums for breakfast!
I did have to go to the front desk several times to get our package tickets as they were never given to us, which was disappointing as in the past we usually received everything at once! As well as maps and coupons and goodies for the hotel.
Overall, the staff and the location were outstanding, Phillips was great dinner choice, Hotel breakfast buffet was not! Rooms are not the usual quality of Sheraton, as they are well-worn!
4 de Abril de 2013
Rated 3 out of 5 by Titi The location is great but...
Average experience due to the fact that they have a big problem with elevator (20 minutes waiting time!).
Just not enough elevator for the amount of room.
Ben, restaurant gm, is an outstanding hospitality team member....make sure to meet him during your stay.
2 de Abril de 2013
Rated 3 out of 5 by Kathi30 This hotel has some real issues
When I pre-ordered my breakfast to be delivered between 8:00 am and 8;15 am my breakfast did not arrive until 9:00 am. I never received a breakfast menu for my entire stay of 6 nights, 7 days. When I called for room service they estimated a 30 minute wait and it was always over 1 hour. If they would have be truthful and said it would be over an hour, I would NOT have ordered room service. I understand that they are busy but this is unacceptable. Many times I was unable to eat my meal because of the late delivery. The purpose of room service is to allow you to enjoy a relaxing meal in your room. Never happened at this location.
Housekeeping - I had to call numerous days to have my room cleaned, they kept asking if I wanted housekeeping in my room. I never indicated that I did NOT want housekeeping. I was attending meetings and would be out of my room from 9:00 am to 4:00 pm and the room was not cleaned. They would park a cleaning cart outside my room with no one assigned to the cart. Funny, the only day they came early to clean my room at 9:00 am was the day I was checking out. Go figure.
There was a hole in the wall in my room where an electrical outlet should have been for my coffee maker, therefore in order to use the coffee maker, I had to take it into the bathroom because I was unable to use it where it was placed.
The drawers in the room would not stay closed, no matter what you did, they would slowly open. So I had to walk around 2 out of 3 drawers that would remain open. Again, unacceptable. My room was on the Club Level.
Last but not least, upon arrival, no one greeted my car, I had to go into the lobby to search for someone to valet park my car and help me unload. I know that everyone is cutting costs but this hotel might have cut back just a little too much.
22 de Março de 2013
Rated 3 out of 5 by rovingreporter Good hotel in great part of town
Great for walking to the Franklin institute, Art Gallery and other smaller museums. 20 mins to independence square. CLose to highways and 5 minutes to University City.
Overall satisfied with the time we spent here. The staff were very attentive to our needs and should be praised
16 de Março de 2013
Rated 3 out of 5 by pencils some improvements
needs in room safes. very inconvienent, better security going up to elevators and side doors
11 de Março de 2013
Rated 3 out of 5 by shweta room amenities and room service was below standard
Room amenities were really poor and the food that we ordered for dinner was cold and tasteless. With just one night in the city we were too exhausted to eat out. Had a poor experience at the pool too, way too small and no staff available.
11 de Março de 2013
Rated 3 out of 5 by Tiff72 You get what you pay for!
Chose the hotel because of the location and inexpensive rate. Location was great, but hotel was average. Parking was horrible and the cleanliness of the hallways and rooms could use some improvement. Lobby bartender Allen, was fabulous, however the bar manager (I believe his name was Jay) was rude and unfriendly. He needs to work on his attitude. The rate was affordable, which I definitely appreciate, but you get what you pay for.
4 de Março de 2013
Rated 3 out of 5 by volley4488 wrong time
i was very unhappy with the stay do to the pool closed for guest problem. i complained andwasnot happy with what was offered to me. i would like to speakto a guest complaint specialist about this
25 de Fevereiro de 2013
Rated 3 out of 5 by fitness4fun Easy highway access, on-site self parking
Stayed for two nights during a fitness convention held at the hotel. The staff did an excellent job keeping the common areas clean, especially with so many people on the property. All staff I encountered were friendly and helpful, from check-in staff, to housekeeping, to the doorman. The on-site, underground self parking is convenient and price comparable to parking garages in the area. The hotel is easy access to 76 & 676, you don't have to navigate through the city. The rooms are showing a little wear and tear, but it wasn't horrible, just small things, like the toilet seat could be replaced, an access panel in the ceiling above the tub was partially open, the outlet/light switch in the bathroom was terribly crooked and could be replaced. The mattress on my double bed needed replaced, as it was indented very badly on the one side, enough it was noticeable and slightly uncomfortable while sleeping. There were some stains on my comforter cover. I wouldn't say this hotel is any worse than others in this price range, like I said, the staff was great, and the facility overall was average. The rooms were perfect in size, the TV was fine, as was the in-room coffee maker. I'd stay here again if I return to the conference next year, but wouldn't necessarily stay here when I return to the city for other reasons.
24 de Fevereiro de 2013
Rated 3 out of 5 by Marci Expected more from Sheraton
The hotel desperately needs to be updated. The staff was friendly, but the check in clerk forgot to ask if I had a vehicle in parking. Didn't know until I asked at checkout if my room key would allow me to leave parking. That's when I learned that parking hadn't been added to my room charge and that it was $25 for an 11 hour overnight stay.
22 de Fevereiro de 2013
Rated 3 out of 5 by NickiB service was wonderful
The only bad thing was waiting for the elevator. We used the stairs multiple times due to fulliness of the elevators and when your on an upper level this gets tiresome,
21 de Fevereiro de 2013
Rated 3 out of 5 by Bigbri Average accomodations
Overall, the hotel is average. My room door was not very secure in that it took great effort to get it to latch so that I could lock it. While some staff demonstrated excellent customer service it was overall inconsistent.
20 de Fevereiro de 2013
Rated 3 out of 5 by Katy56 Conference stay
The staff was very friendly. However, the room smelled of smoke, was barely cleaned each day. Amenities were not replaced. Bathroom paper was not replaced. Had to call for all. Room service staff were extremely nice but even for berries and milk took over 45 minutes. I have stayed at many Sheratons and this was by far the most disappointing.
19 de Fevereiro de 2013
Rated 3 out of 5 by DoubleWidesFly freview
Hotel has few amenities, rooms only have plastic cups?!?! Floors were dirty in most hallways. Could use a facelift/paintjob
19 de Fevereiro de 2013
Rated 3 out of 5 by PDDC Uneven to say the least
Rooms and service are top-notch. Hotel open areas like bar, atrium, etc. are on the haggard side and in need of update. Food available in the bar is downright horrible.
18 de Fevereiro de 2013
Rated 3 out of 5 by GlobalTrotter The rooms are dirty
I was given room 1101 when checked in, which was an upgraded corner room, and it was large. But when I checked in the room, it smelled cigarette, and the floor seemed has never been cleaned, with some stuffs and tools left on the floor from previous guests' activities in the room, I hope you know what I mean. Also there was a cigarette butt in the coffee maker! So I called the front desk and asked for a room change. Gracefully the front desk staff was very helpful and found another standard room on the same floor. However, the new room 1111 had a very dirty floor, too. There were cookie crumbs and who knows what on the floor every where, but at least it didn't smell cigarette. It was late at night and I just want to sleep so I did not bother asking for room change again, and only asked the housekeeping staff to vacuum the floor the next day. He next day when I came back from work, guess what, the floor was as dirty as the day before and NOTHING had been vacuumed.
As a platinum member and a global traveler, I know I should have different expectations for different SPG properties in different countries and different US cities. But leaving dirty floor uncleaned should not be something I am expecting from Sheraton.
My recommendation for the guests: ask the hotel to clean the floor as one of your requests before checking in.
15 de Fevereiro de 2013