DoubleTree by Hilton Hotel Philadelphia Airport
🏨 Hotels & Travel · Philadelphia
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Room was not ready at check-in time and staff was unhelpful.
staff failed to respond to inquiries and provided poor customer service
Business reply on Google
Dear Ricardo, Thank you for staying at our hotel and for sharing your concerns. We deeply regret that you experienced any lack of responsiveness from our staff, and we will address these concerns appropriately. We are committed to providing outstanding service, and we hope we will have another opportunity to show you the exceptional stay you deserve. Yours in Hospitality, Randy Arpea General Manager
Vehicle break-ins, broken amenities, poor food quality, and unhelpful staff.
Incorrect parking charges and poor facility maintenance reported.
Business reply on Google
We sincerely regret that your stay did not meet your expectations, particularly regarding the parking charge and service at the front desk. We understand how frustrating it must have been to see the parking fee remain after being assured it would be removed, and we apologize for the inconvenience. Your comments have been shared with our team as we work to improve both our guest service and property maintenance. We also appreciate your observation regarding the lobby area; this is currently part of our ongoing renovation project, which is scheduled for completion by mid-July, and we look forward to unveiling the refreshed space soon. On a positive note, we are pleased to hear our airport shuttle driver made a positive impression and will be sure to recognize their excellent service. We appreciate your feedback and hope to have the opportunity to provide you with a much better experience in the future. Yours in Hospitality, Randy Arpea General Manager
Hotel cancelled reservation and refused check-in, leaving guests stranded.
Business reply on Google
We strive to create an exceptional, memorable stay for each guest, so please accept our apologies that this was not your experience. Although this is not a normal occurrence, we completely understand your frustrations regarding the situation. We are grateful that you have brought these specific concerns to our attention, as we continually grow and improve from our guest feedback. We hope you will give us another opportunity in the future, as we would welcome the chance to provide you with an outstanding visit. Yours in Hospitality, Randy Arpea General Manager
Vehicle damaged while parked in hotel parking lot
Business reply on Google
We are sorry to hear about your experience and understand how upsetting it must have been to discover damage to your vehicle during your stay. This incident was the result of the actions of an individual guest, and we recognize the concern and inconvenience it created for those affected. The safety and security of our guests and team members remain a top priority, and we continually evaluate our procedures and security measures to help maintain a safe environment. We appreciate you sharing your feedback and bringing your concerns to our attention. While we regret the circumstances surrounding this incident, we hope you will consider giving us another opportunity to provide the level of hospitality and service our guests have come to expect. Yours in Hospitality, Randy Arpea General Manager
excessive wait time for food and unprofessional staff behavior
Business reply on Google
We never want to let down a loyal Hilton Honors member like you, Ronald. We value our guests and strive to deliver exceptional service and sincere hospitality, so we're sorry we missed the mark. Please reach out to us at https://help.hilton.com/s/contactsupport if you would like to discuss these issues further. Thanks for letting us know about your stay.
The hotel room pillow was found with hair on it.
Business reply on Google
Dear Guest, We understand how discouraging it must have been to encounter a similar issue again upon entering your guest room. Please know that guest comfort and room presentation are priorities for our team, and your feedback is being taken seriously. Your comments have been shared with the appropriate departments, so additional review and follow-up can take place to help improve consistency and attention to detail moving forward. We truly appreciate you bringing this to our attention and hope you may consider giving us another chance to provide you with the stay experience you expected and deserved. Yours in Hospitality, Randy Arpea General Manager
Poor room cleanliness, uncomfortable beds, rude service, and unannounced water outages.
Vehicle was vandalized while parked at the hotel property.
Business reply on Google
Dear Guest, We are truly sorry to hear about the unfortunate incident involving your car. While we can’t speak to the specific details of each situation, we take guest safety and security very seriously and continually review feedback like yours to identify areas where we can improve. We strive to provide a safe experience for all guests and apologize for the concerns you encountered. Your comments have been noted and will be part of those ongoing conversations. We hope you’ll consider giving us another chance in the future. Yours in Hospitality, Randy Arpea General Manager
The hotel rooms are outdated, poorly insulated, and in disrepair.
Business reply on Google
Dear Bonnie, Thank you for sharing your detailed feedback. We are sorry to hear that your stay did not meet your expectations and that the room conditions and overall comfort left you disappointed. We understand how important it is for guests to feel fully satisfied and at ease throughout their visit, and regret that this was not your experience. As our property undergoes updates, we believe these improvements will demonstrate our commitment to providing our guests with the best experience possible. On a positive note, it’s good to know you found the team kind during your stay. Your comments are valuable, and we hope to welcome you back for a much-enhanced stay. Yours in Hospitality, Randy Arpea General Manager
Hotel room lacked hot water and was provided in filthy condition.
Business reply on Google
Dear Margarett, Thank you for taking the time to share your experience. We are very sorry to hear that your stay was disappointing. We understand how important comforts like hot water and a clean, quiet environment are, and regret that your expectations were not met. Your concerns regarding the handling of the situation and overall service are especially important to us, and we are reviewing these areas closely to ensure improvements are made. While renovation work can sometimes cause disruptions, we strive to minimize any impact on our guests. We truly value your feedback and hope you consider giving us another opportunity to welcome you in the future. Yours in Hospitality, Randy Arpea General Manager
Hotel staff allegedly stole a sentimental item left in the room
Business reply on Google
Dear Lexxi, We genuinely regret the distress you’ve experienced regarding your lost item, especially given its sentimental value. The security and safety of our guests and their items are of the utmost importance, and it is extremely concerning for us to read your comments about theft at our property. All reports of missing items are taken very seriously, and steps are taken to investigate all claims. While the hotel is not responsible for items left behind by guests, we do everything in our power to help locate the items when we can. Thank you once more for your feedback. We wish you well with your travels. Yours in Hospitality, Randy Arpea General Manager
Vehicle stolen from hotel parking lot with non-functional security cameras
Business reply on Google
Dear Lonnie McDowell, We take the safety and security of our guests, as well as their property, very seriously and always work closely with local authorities to prevent incidents of this nature. We will share your message appropriately as we are committed to enhancing our services and guest experience on all levels. We regret any inconvenience you faced during your return trip home, and we hope that in the future you'll have a more favorable experience. Yours in Hospitality, Randy Arpea General Manager
Hotel room had mold, broken amenities, and poor ventilation.
Business reply on Google
Dear Shohona, We're sorry to hear about your experience during such a difficult time. It’s concerning to learn about the issues you encountered with the room condition and amenities. We understand how frustrating it must have been to deal with these challenges, especially under the circumstances. On a brighter note, it's reassuring to know that our staff made a positive impression despite the situation. Your feedback is important, and we will use it to address the concerns you've raised with our team. On a brighter note, we are glad that our staff has made a lasting impression on you. We hope that future guests will have a more positive experience. Yours in Hospitality, Randy Arpea General Manager
High daily parking fees for self-service parking
Business reply on Google
Hello Penelope, we're sorry to hear about your experience with the parking fees and accommodations at our hotel. We are looking into the issues you've mentioned. Please feel free to reach out to https://help.hilton.com/s/contactsupport or call (215) 365-4150 to discuss further. Your feedback is important to us, and we hope to improve your experience in the future. Thank you for sharing your thoughts, and we hope to welcome you back under better circumstances.
Poor customer service and lack of cleanliness in the hotel room.
Business reply on Google
Hi Sean, we sincerely regret that your stay fell far below expectations. The issues you encountered are unacceptable, and this is not the level of quality or service we aim to provide. We encourage you to reach out to us at https://help.hilton.com/s/contactsupport and (215) 365-4150 to provide more details about your booking and discuss your experience further. We appreciate your input and hope you'll give us another opportunity to regain your trust.
Poor room hygiene, broken amenities, and incorrect billing practices.
Business reply on Google
Dear Joseph, Thank you for taking the time to share such thorough thoughts about your recent annual visit. We understand that several aspects didn’t meet expectations, including the condition of the room, wait times, and charges. Your notes on upkeep and amenities, which include pools and elevators, give us clear direction on where to improve. As part of our commitment to improvement, we have begun a comprehensive renovation project that will update our entire hotel and elevate the overall guest experience. Although our location remains a key draw, we’re happy the cookies added a bright moment. Our focus is on creating a stay that feels seamless and welcoming, and we hope to earn the chance to welcome you back. Yours in Hospitality, Randy Arpea General Manager
hotel room and hallway had mold and body odor smells
Hotel room has mold, clogged sink, and water-damaged shower ceiling.