Philadelphia Marriott Downtown

Christine McBeth 3 weeks ago

As a Marriott Gold member, I expected a much higher level of service and customer care than what I experienced. I stayed at this property for several days while attending a conference. After checking out, I realized I had accidentally left several hundred dollars’ worth of clothing in a drawer in my room. I immediately called the hotel and spoke with security. I was told that nothing had been turned in to Lost & Found. What was most frustrating was that when I asked if someone could simply go check the drawer in the room, I was told they could not. I had only recently checked out, and there was a good chance the items were still there. I cannot understand why such a basic request could not be accommodated. Since then, I have called multiple times, sent emails, and filed formal complaints. The only response I have received has been generic acknowledgments thanking me for my feedback, with no meaningful follow-up, investigation, or attempt to resolve the issue. The loss of the clothing is disappointing, but the complete lack of responsiveness and customer service afterward has been even more frustrating. For a Marriott property, and especially as a loyal Marriott Gold member, I expected far better communication, accountability, and effort to assist a guest. Unfortunately, this experience has significantly diminished my confidence in the brand.

Matthew Malfitano 3 weeks ago

As someone who has spent more than 2,000 nights in Marriott hotels around the world throughout my career, I rarely write negative reviews. Unfortunately, my experience with this property left me extremely disappointed. Due to a business schedule change, I needed to relocate to a hotel closer to New York City for meetings. I understood there may be policies regarding early departure fees, but what was most frustrating was the complete lack of customer service and communication. I was told a manager would contact me regarding my situation. That follow-up never happened. I left messages and received no response. Despite acknowledging that the matter was not handled appropriately and that communication from the hotel was lacking, the hotel remained unwilling to show any flexibility or consideration for a loyal customer. After more than 2,000 hotel nights worldwide, I understand that policies exist. Exceptional hotels, however, recognize that customer loyalty and service matter just as much as policy. In this case, there was no effort to engage, no meaningful follow-up, and no attempt to find a reasonable solution. The financial impact was one thing; the lack of responsiveness and concern for the guest experience was far more disappointing. For a hospitality business, communication and customer care should be non-negotiable. Based on this experience, I would think carefully before choosing this property again.

Karl Peterman a month ago

Came here for a conference and really enjoyed staying here too. The hotel seems to be well managed and clean. The conference rooms were set up well. Wifi wasn’t the greatest but was workable. Plenty of on site food options but just across the street is the most amazing marketplace. I went there every day multiple times. So much to do and see and explore. My room was great. Furniture was comfortable. The bathroom looked like it was updated semi recently. Everything worked and I enjoyed being in the room. It was a bit of a labyrinth to get there but I got used to it. Definitely recommend if you’ve got business downtown or just want to explore Philly.

Dr. Karla Hernandez DeCuir 2 months ago

I recently attended a convening here and also stayed overnight for 4 days and I was not very pleased with this property. I am a Bonvoy Platinum member and while I was pleased to see a separate line at check-in for Bonvoy Elite members, I was discouraged by the staff who helped me check in. I have an accent and as I inquired about a restaurant across the street, the person who was helping me sort of made fun of how I pronounced the name of the restaurant with her coworker. The food during the convening was just okay, with the exception of the last day, which was really good. The M Lounge was a bit sad, nothing exciting about it, regular coffee pots (no espresso machine like others) and the food was not so great, with the exception of the night they had wings. I was disappointed. Lastly, my room was on the 23rd floor, close to the lounge so I figured the rooms may be nicer, at least the beds. However, the bed was SO hard! I had to walk to Walgreens on day 2 to get some Ice/Hot patches for my back because my back was hurting so bad. This was the worst bedding I have experienced at any Marriott property, including the Springhill & Courtyards. The location was great because it is located within walking distance to major attractions and it’s right across from the Marketplace. I think the property needs a major remodeling and staff would benefit from cultural sensitivity training. The view from my room was really great

Jason Gregorio 3 weeks ago

As a Marriott Gold member, I was excited to finally use the points I’ve earned over the years for a family trip. Unfortunately, our stay at the Philadelphia Marriott was extremely disappointing. We booked a room with a king-size bed using our points. When we arrived, it was immediately obvious that the bed was not a king. We called the front desk and explained that we have a king bed at home and were confident this was a queen. We were told that the bed was in fact, a king. Not convinced, we checked the mattress tag ourselves, which clearly identified it as a queen-size mattress. We then went down to the front desk to address the issue in person. After waiting about 30 minutes while staff disappeared into the back, we were finally offered a different room. The interaction throughout was cold and dismissive. We were escorted upstairs to the new room, only to discover it was essentially the exact same room on the opposite side of the hotel—with the exact same queen-size bed. We called again and asked to speak with a manager. We were told the manager, Samiha, was unavailable because he was meeting with housekeeping. After another 30-minute wait, he finally called us back and explained that he had “just learned today” that bed size is determined by the frame rather than the mattress. That explanation made absolutely no sense. Anyone who has ever tried to put queen sheets on a king size bed knows. It felt like a bizarre attempt to avoid admitting a mistake rather than actually addressing the problem. What was most frustrating wasn’t even the bed itself—it was the way the situation was handled. We were repeatedly told things that were clearly untrue, made to wait multiple times, moved to what was essentially the same room, and ultimately told there was nothing that could be done. The entire experience left a very bad impression on us. After years of loyalty to Marriott, this was not the level of service we expected, and we won't be staying with Marriott properties in the future.