Hilton Philadelphia at Penn's Landing
🏨 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 rooms and bathrooms were dirty with hair and debris
Business reply on Google
Reading your review is incredibly disappointing, and we sincerely regret learning that your stay fell so far short of expectations. While we're glad our waterfront location along the Delaware River and the views were a bright spot, it's unacceptable to hear about the cleanliness concerns you encountered, from the guest room and bathroom to the towels and carpet. It's also unfortunate to hear that the service you received left you feeling uncared for and that our team did not consistently follow through when assistance was needed. Your comments regarding the breakfast buffet and the overall value of your stay are equally appreciated and will be shared with our leadership team for review. We understand how frustrating this experience must have been, especially as a loyal Hampton guest, and we hope you'll consider giving us another opportunity to provide the welcoming, attentive stay you deserved.
Poor room quality, rude staff, and inadequate housekeeping services.
Business reply on Google
Brian, thank you for taking the time to share your feedback. We appreciate you bringing your comments regarding your arrival experience, accommodations, and guest room amenities to our attention. Guest feedback is important to us, and your observations have been shared with our management team for review. We hope to have the opportunity to welcome you back and provide a stay that better reflects the experience we strive to deliver.
broken door lock, faulty toilet, and poor restaurant service
Guests trapped in elevator with unresponsive staff and safety hazards
unauthorized parking charges and poor room cleanliness and staff service
Business reply on Google
Thank you for sharing your feedback, Angeles. We’re sorry to hear that several aspects of your stay did not meet expectations and caused frustration. Your comments regarding the condition of the room, noise concerns, service interactions, and the incorrect parking charge have been shared with our team for review. We appreciate your feedback and the opportunity to address concerns like these internally. We hope we’ll have another chance to earn back your trust.
Receptionist provided unclear room information and displayed unprofessional behavior.
Business reply on Google
Thank you for sharing your feedback with us. However, we sincerely regret to learn that our receptionist did not provide the high level of service we strive for. This is very disappointing to hear, and we appreciate you bringing this to our attention. Please be assured that your comments will be shared with our management team for further review. We hope this experience won't deter you from staying with us again, as we would truly love the opportunity to welcome you back and show you the level of service we are capable of providing.
room contained mouse droppings and lacked basic cleanliness and amenities
Business reply on Google
Degah, it is nice to hear that Brian was able to assist you with a room change. However, we sincerely regret that both rooms fell short of your expectations, particularly regarding cleanliness. We are also disappointed to learn that our team was unable to provide you with the coffee that was offered. We understand how frustrating these experiences can be, and we appreciate you bringing them to our attention. Please know that your concerns will be shared with our leadership team to be reviewed and addressed appropriately. We truly hope you will consider staying with us again in the future, as we would welcome the opportunity to restore your confidence in us.
Front desk staff was rude and dismissive to guests.
Multiple room maintenance issues and poor front desk responsiveness.
Business reply on Google
Jay, we sincerely regret learning of your recent experience with us, particularly regarding the condition of your room, issues with your AC unit, and the lack of communication with the front desk after 7 pm. Please know that guest well-being, Comfort, and service are our top priorities, and we will share your concerns with the appropriate team members to be addressed. Thank you for bringing these matters to our attention, and we hope you will join us again in the future so we can provide you with the enjoyable, seamless stay you deserve.
Outdated rooms and disorganized valet parking caused a frustrating stay.
Business reply on Google
Thank you for taking the time to share your experience with us. We sincerely regret to learn that your stay did not meet your expectations from beginning to end. Hearing this is extremely disappointing for our team, as we strive to provide every guest with an exceptional experience. Please know that your feedback is very important to us, as it helps us identify opportunities for improvement in the future. We truly hope you will allow us another opportunity to welcome you back and restore your confidence in us.
Elevator outages, pool issues, lack of towels, and poor cleanliness.
Business reply on Google
Vartos, we sincerely regret to learn about the inconveniences you experienced during your stay, including the elevator issues, lack of towels at the pool, overcrowding, and that our attention to cleanliness did not meet your expectations. We also regret that the omelet station was unavailable during your visit. Please know that we take all your concerns very seriously, as feedback like yours helps us improve moving forward. Your comments will be shared with our team for review. Thank you for taking the time to share your feedback with us. We truly hope you will consider staying with us again in the future so we may have the opportunity to restore your confidence in us.
room was not cleaned and promised amenities were missing
Business reply on Google
Byran, first we would like to thank you for being a Hilton Member. That kind of loyalty and support truly means a great deal to us. However, we sincerely regret to learn that you did not receive the member benefits you expected, such as your complimentary waters, and that our team did not respond to your request for cleaning. We completely understand how disappointing that must have been. Please know that we will be forwarding your comments to our management team, as this is not the level of service we strive to provide, especially for a valued member. Thank you for bringing this to our attention. We truly hope you will give us another opportunity in the future to restore your confidence in us.
customer was double charged and cannot reach staff to resolve it
Business reply on Google
Greg, we sincerely regret to learn that you are experiencing inconvenience regarding your bill. This is certainly not the level of service we aim to provide, especially for a valued Hilton Gold member. Please know that we will be sharing your concerns with our management team for further review. We also kindly encourage you to continue reaching out to us directly so we may work toward resolving this matter as quickly as possible. Thank you for bringing this to our attention. We truly hope you will not give up on being a Hilton member, as we would greatly appreciate the opportunity to restore your confidence in us.
Hotel staff failed to return a lost anniversary ring.
Difficulty obtaining credit card authorization forms from the front desk.
Business reply on Google
Hi Manaal, it is wonderful to hear that you find our rooms and location to be great for business travelers. We are committed to providing smooth and efficient administrative support to ensure a seamless booking process for our corporate clients. We regret the delays you experienced with our credit card authorization process. For further assistance, please reach us at https://help.hilton.com/s/contactsupport. Thank you for the feedback.
Poor room cleanliness and unhelpful, unprofessional front desk staff.
Business reply on Google
Thank you, Sattam, for sharing your feedback. We aim to provide our guests with clean, comfortable accommodations and attentive service, and we sincerely apologize that your stay fell short of these standards. We will be reviewing your comments with our team to identify where additional training may be needed and to ensure housekeeping carefully attends to all rooms. We appreciate your loyalty and the opportunity to learn from your experience. Please consider giving us another chance to welcome you back when you return to Philadelphia.
Hotel overbooked reservation and provided poor customer service
Business reply on Google
It is very upsetting to learn of your recent experience with us, as our guests' well-being, comfort, and service are priorities we take seriously. While this is not a typical occurrence at our property, we completely understand how frustrating this must have been, especially the lack of communication the following morning when you attempted to return for your scheduled reservation. We kindly encourage you to reach out to us directly so we can review and address this matter more promptly. Please know your comments have been shared with the appropriate team members to help prevent situations like this in the future. We truly appreciate you bringing this to our attention and sincerely hope you will allow us another opportunity to restore your confidence in us.
Staff ignored do not disturb sign and personal items went missing
Business reply on Google
Sarah, thank you for your feedback. We’re glad you appreciated our waterfront location, but we are concerned to hear about the service and privacy-related issues you experienced. Your comments have been shared with our housekeeping team to help reinforce the appropriate procedures for room entry. We also understand how upsetting it can be to realize an item has been left behind while traveling, and we follow strict procedures to assist guests with locating and recovering personal belongings whenever possible. We appreciate you taking the time to share your experience and hope for another opportunity to restore your trust.
Housekeeping failed to clean and bathtub was damaged and hazardous
Business reply on Google
Hello Jenn, we're sorry to hear about your experience during your stay with us. It's concerning to learn about the issues you faced with housekeeping and the condition of the bathtub. Please know that this matter is being looked into. We encourage you to reach out to https://help.hilton.com/s/contactsupport and (215) 521-6500 to discuss this further. We appreciate your feedback and hope to have the opportunity to serve you better in the future.
Hotel room was dirty, lacked housekeeping, and billing support was unresponsive.
Business reply on Google
Jessica, we sincerely apologize for your frustration. We aim to provide our guests with comfortable accommodations and clear, accurate billing, and we will be reviewing your comments with our team. If you have not yet received a copy of your bill, please reach out to us directly so we can assist. We are eager to make things right and earn back your trust.