Homewood Suites by Hilton University City Philadelphia, PA
🏨 Hotels & Travel · Philadelphia
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
The room was unclean and the pool area was poorly managed.
Business reply on Google
Thank you for taking the time to share your feedback. As a valued Hilton Honors member, I am truly sorry that your stay did not meet the standards you have come to expect from Hilton. Please accept my sincere apologies for the condition of your room upon arrival and for the disappointing experience you and your son had while attempting to enjoy our pool and hot tub facilities. Our guests should feel comfortable and safe utilizing all hotel amenities, and I regret that disruptive behavior from other guests negatively impacted your stay. I am also sorry to learn that you felt your concerns were not adequately addressed and that your attempt to reach hotel management after your stay did not receive a response. Additionally, your comments regarding the friendliness and availability of our front desk team are concerning and has been address to management. We appreciate your loyalty to the Hilton brand and regret that this experience left you questioning a future stay with us.
Dirty rooms with poor maintenance and unprofessional staff service.
Business reply on Google
Thank you for taking the time to share your feedback. I am very sorry to learn that your stay did not meet your expectations. I sincerely apologize for the concerns you experienced regarding the cleanliness and condition of your suite, the breakfast offering, the air conditioning, and your check-in experience. These issues do not reflect the standards we strive to provide, and I understand how disappointing this must have been. While I appreciate your positive comments regarding our laundry facilities and the service you received at check-out, I am disappointed that other aspects of your stay fell short. Please know that your feedback has been shared with our housekeeping, maintenance, and front desk teams for immediate review and corrective action. We take comments such as yours very seriously, as they help us identify areas where improvements are needed. Thank you for bringing these concerns to our attention.
Overcharged for a room with poor maintenance and cleanliness issues.
The room was in poor condition and valet service was slow.
Guests experienced long wait times and poor service during late check-in.
Business reply on Google
This is disappointing to hear, Jacob. 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.
unprofessional staff and non-functional room key access
Business reply on Google
Thank you for your feedback. We are saddened to hear that you have experienced this during your stay. We apologize for the staff behavior during this time and dealing with these circumstances. We have addressed the key issue and hope that you give us another opportunity in the near future.
Hotel lacks transparency regarding facility use and has broken room amenities.
Key card failure and disruptive fire alarm during stay.
Business reply on Google
Thank you for your feedback. We truly apologize for the inconvenience you've experienced during your stay with us. The technical difficulties have been resolved. I hope this doesn't hinder you from coming back in the near future. We look forward to hearing from you.
Delayed check-in, broken outlets, poor food, and privacy violation by staff.
Hotel had poor cleanliness, broken amenities, and unsafe environment.
Front desk staff was rude and neighbor played loud music.
The hotel room was extremely unsanitary and required deep cleaning.
Hotel room door lock was broken allowing unauthorized entry.
Business reply on Google
Hello Chris, we're truly sorry to hear about your experience at our hotel. The issues you faced with the room and security are being looked into, as they do not reflect our standards. Please reach out to https://help.hilton.com/s/contactsupport and (215) 382-1111 so we can address this matter further. Your feedback is important to us, and we are committed to making improvements. Thank you for bringing this to our attention. We hope to have the opportunity to provide you with a better experience in the future.
Room was not cleaned and heater unit was nonfunctional.
Business reply on Google
We're sorry to hear about your disappointing experience during your stay, Andrea. We are looking into the issues you faced with room cleanliness, and the heater unit. We're glad to hear that one of our valet attendants was helpful. Please reach out to https://help.hilton.com/s/contactsupport and (215) 382-1111 to further discuss this. We hope to have the opportunity to improve your experience in the future.
Broken amenities and poor management response at the hotel
Business reply on Google
Thank you for your feedback. We are working very hard to improve our amenities. We appreciate your business and look forward to hearing from you in the near future.
Hotel overbooked, provided filthy room, and staff exhibited unprofessional, hostile…
The hotel room was infested with bed bugs.
Business reply on Google
Hello, Thank you for taking the time to share about your recent stay with us, and we are sorry to hear that your experience was unsatisfactory. Our goal is to provide a reliable and friendly experience that makes every guest feel at home, and we sincerely appreciate your feedback. We hope to welcome you back soon. Judicaelle,
Unsanitary room conditions caused a medical infection and poor staff service.
Room had dirty sheets and cold water with poor staff service.
Business reply on Google
Thank you for your feedback. I am saddened to hear that you did not enjoy your stay with us. We hope that you give us an opportunity in the near future when you make it back this way.
poor service, room issues, broken air conditioning, and lack of cleanliness
Business reply on Google
Thank you for your feedback. We apologize that you experienced this during your travels with us. With your feedback we will work to make the necessary improvement in the Ares of concerns. We hope to hear from you in the near Future.