Philadelphia Marriott Old City

Business reply on Google

Thank you for your feedback. We sincerely apologize that your stay did not meet your expectations, especially regarding the hot water issues. We understand how frustrating that must have been for you and your family. We also appreciate you pointing out the concern about a pool. Our hotel does not have a pool, and we do not advertise one on our website or on the third-party booking sites we manage. If you would be willing to contact me directly, I would appreciate the opportunity to discuss your experience and see how we can make this right. Thank you again for bringing these concerns to our attention. Sincerly, Brian Nocella Director of Rooms [email protected]

Business reply on Google

Thank you for being a loyal guest and for choosing to stay with us during your visits to Philadelphia over the past 14 years. We sincerely apologize that your most recent stay did not meet your expectations. We regret the inconvenience caused by the plumbing issue in your original room and appreciate your patience while we worked to relocate you. We also understand your concerns regarding the valet experience and the missing item from your vehicle. We believed we had reached a resolution during your stay through our conversations, and we're saddened to learn that you left feeling otherwise. Guest satisfaction is very important to us, and we're sorry we were unable to restore your confidence on this occasion. Thank you for sharing your feedback. John St.Omer General Manager

Business reply on Google

Dear Valued Guest, Thank you for sharing your feedback. I sincerely apologize for the serious cleanliness and service issues you experienced during your stay. The conditions you described are unacceptable and do not reflect our standards. I am especially concerned by your comments regarding the room conditions and the professionalism of our front desk team. Please be assured that these matters are being investigated and addressed with the appropriate departments. I would appreciate the opportunity to speak with you directly and work toward a resolution. Please contact me at the hotel at your convenience and ask for the Director of Rooms. Thank you for bringing these concerns to our attention. Sincerely, Brian Nocella Director of Rooms

Business reply on Google

Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience you experienced while trying to confirm your colleague’s reservation. Being disconnected and then unable to quickly get the assistance you needed is not the level of service we aim to provide. For security reasons, there are certain limitations on what reservation details can be accessed or modified over the phone, especially for reservations booked for another guest, but we understand how confusing and frustrating this interaction must have felt. Your feedback regarding the phone handling and overall communication has been shared with our management team for review and coaching purposes. If you would not mind sharing what day and approximate time you called, I would appreciate the opportunity to follow up directly with the team member involved. We regret that this experience led you to cancel your reservation, and we appreciate you taking the time to share your concerns. Sincerely, Brian N. Director of Rooms

Business reply on Google

Dear Guest, Thank you for bringing this to our attention, and I’m very sorry for the confusion and frustration this caused. To clarify, our hotel does not have a pool, and this is stated on both our official website and third-party booking sites. Unfortunately, platforms like Google allow users to upload photos, and we do not have direct control over removing them. We have requested that the image be taken down, but ultimately only Google can remove it. I sincerely apologize for the misunderstanding and any inconvenience this may have caused during your planning or stay. Warm regards, Brian N.

Business reply on Google

Thank you for sharing your experience with us. We sincerely apologize for the distress caused by the situation during your stay. We understand the frustration surrounding the presence of a rodent and the offered resolution not meeting your expectations. Your feedback is valuable and has been noted. We appreciate your loyalty as a frequent Marriott guest and regret that this stay let you down.