Aloft by Marriott Philadelphia Airport
🏨 Hotels & Travel · Philadelphia
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
hotel charged twice for one stay and failed to issue refund
overflowing lobby trash and malfunctioning room key cards
Card machine malfunction and inattentive staff at the hotel bar.
room contained mold, blood, hair, and caused physical eye irritation
Hotel has poor cleanliness, leaking shower, and broken room fixtures.
The hotel gave away the guest's room due to late check-in.
Business reply on Google
Thank you for your feedback. We sincerely apologize for the frustration you experienced. Reservation timing and arrival policies are clearly outlined, but we understand how upsetting this situation can be when plans change. Your concerns have been shared with our management team for review to ensure better communication and handling in the future.
hotel gave away reserved room and failed to provide promised amenities
Business reply on Google
Thank you for your feedback. We sincerely apologize for the reservation and room assignment issues you experienced, as well as the cleanliness and condition concerns. This is not the standard we aim to provide, and your comments will be shared with our team for immediate review. We appreciate you bringing this to our attention.
Hotel overbooked and failed to honor confirmed reservation upon arrival
Business reply on Google
Thank you for your feedback. We sincerely apologize for the experience you described, as being unable to accommodate a confirmed reservation is not acceptable and does not reflect the standards we strive to uphold. Situations like this are taken very seriously, as we understand the inconvenience and frustration caused—especially late at night after travel. Please know this matter will be reviewed with our team to ensure accountability and prevent it from happening in the future. We regret that we were not able to provide the stay you planned for and appreciate you bringing this to our attention.
hotel failed to address a reported criminal incident
Business reply on Google
Thank you for your feedback. We take allegations of this nature extremely seriously. Based on our records, this matter was reviewed at the time it was reported, and we have no documentation of unresolved claims or unaddressed cases associated with this stay. We remain committed to guest safety and proper escalation procedures, and any concerns reported through the appropriate channels are investigated accordingly. While we respect your perspective, the statements made here do not align with our records or the actions taken. We stand behind our processes and our teams, and we take pride in providing a safe and responsive environment for our guests. If you have any further questions, please reach out to the property directly.
Hotel overbooked and cancelled reservation without prior notification.
Business reply on Google
Thank you for your feedback. We sincerely apologize for the inconvenience caused by the overbooking situation and the lack of communication prior to your arrival. We understand how frustrating this must have been, especially late at night after travel. This matter has been escalated to our management team for review to ensure better handling and communication in the future.
Hotel staff allegedly stole cash from a guest's wallet.
Hotel overcharged for parking despite prior written agreement for lower rates.
Business reply on Google
Thank you for taking the time to share your experience. We are very sorry for the frustration and inconvenience you’ve encountered regarding the parking charges, especially given that you had written confirmation outlining specific terms. We completely understand how upsetting it is to return from travel and receive a charge that does not align with what was communicated to you in advance. Parking arrangements managed by third‑party providers can unfortunately add complexity, but that does not excuse the lack of clarity or the delay in resolving your concern. We regret that this situation has taken longer than it should to address and that our follow‑up has felt insufficient. This is not the level of responsiveness or reliability we strive to provide. Your feedback has been escalated internally for review with both our management team and the parking operator so that the discrepancy can be properly investigated and resolved. While we cannot discuss individual billing outcomes publicly, please know that concerns like yours are taken seriously. We appreciate you bringing this to our attention and regret that this experience has impacted your trust in our property.
Hotel room was dirty and the shower was non-functional.
Business reply on Google
Thank you for taking the time to share your experience. We are truly sorry that your stay fell so far short of expectations, especially after a delayed flight when rest and comfort were exactly what you needed. What you described regarding cleanliness in both the common areas and your room, as well as the condition of the blinds and the non‑functioning shower, is unacceptable and deeply concerning. This is not the standard we aim to uphold, and we regret that these issues were present during your stay. We understand why you chose to leave early, and we’re especially disappointed that the condition of the room caused you to question basic comfort and cleanliness. Your comments have been escalated to our housekeeping, maintenance, and management teams for immediate review and corrective action. Feedback like this is taken very seriously, as no guest should feel uncomfortable or unsettled while staying with us. We sincerely regret the disappointment this caused and appreciate you bringing these issues to our attention.
Hotel had dirty rooms, no hot water, and broken amenities.
Business reply on Google
Thank you for sharing your experience. We sincerely apologize for the multiple issues you encountered during your stay. Dirty rooms, lack of hot water, repeated key malfunctions, elevator outages, and cleanliness concerns in shared areas are all unacceptable and far below the standards we aim to provide. We fully understand how frustrating and disappointing this must have been, and we regret that these problems were not resolved during your visit. Your feedback has been escalated to management and the appropriate departments for immediate review and corrective action. We appreciate you bringing these serious concerns to our attention and are truly sorry that your stay was such a negative one.
Poor service, missing packages, facility maintenance issues, and laundry app billing…
Business reply on Google
Thank you for taking the time to share your experience. We are genuinely sorry to hear how frustrating and disappointing your stay has been, especially over multiple days. What you described regarding inconsistent front desk service, difficulty locating your delivered package, hot water delays, air‑conditioning issues, missed housekeeping requests, and problems with the laundry app is not acceptable and does not reflect the level of professionalism or reliability we strive to provide. We understand how exhausting it is to have to repeatedly follow up on basic expectations while traveling, and we regret that communication across our team was inconsistent and led to confusion and unmet requests. Concerns about presentation, training, and accountability at the front desk are taken seriously, and your feedback has been escalated to senior management for immediate review. Maintenance issues such as water temperature and HVAC performance should be resolved promptly, and we’re sorry that was not your experience. We also apologize for the inconvenience related to the laundry system and the unnecessary hassle of seeking a refund. Situations like this understandably erode trust, and we regre
hotel repeatedly failed to provide the specific room type booked
Business reply on Google
Thank you for taking the time to share your experience. We sincerely apologize for the frustration you encountered regarding your room assignment. Receiving a different room type than the one you reserved and paid for is understandably disappointing, and we regret that this occurred, especially given that it has happened more than once. While room assignments are subject to availability at the time of arrival, our goal is always to honor confirmed reservations whenever possible, and we clearly fell short in your case. Your feedback regarding the consistency and professionalism of the front desk experience has been shared with our management team for review and additional training where needed. We appreciate you acknowledging the convenience of the airport shuttle, even though we understand that this alone does not make up for the issues you faced. We regret that this experience impacted your trust in our property and appreciate you bringing these concerns to our attention.
Vehicle broken into and damaged while parked in hotel lot
Vehicle parts were stolen from the hotel parking lot multiple times.
Hotel gave away pre-paid room to another guest
Business reply on Google
Thank you for sharing this feedback. We're truly sorry for the frustration you experienced, especially after paying in advance and calling ahead to confirm your late arrival. This is not the experience we want for our guests, and we understand how upsetting it must have been to arrive and find your room given away. We're glad to hear our bartender made a positive impact during your stay, and we appreciate the recognition. We will be addressing the switch up with your room with our team immediately and if you’re open to it, we'd appreciate the chance to connect directly and make this right.
Airport shuttle failed to arrive after multiple calls and long wait.
Business reply on Google
Thank you for sharing your experience, Theresa. We're truly sorry for the frustration you faced with our shuttle service after a long flight, that’s not the kind of service we aim to provide. We appreciate you mentioning the room was decent, but we understand how the delay and lack of communication impacted your stay. We’re actively reviewing what went wrong to ensure this doesn’t happen again. Your feedback is incredibly valuable, and we hope we get a chance to make things right in the future.