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“Clean rooms, good location but service needs improvement”

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Sheraton Philadelphia University City Hotel
Ranked #15 of 86 Hotels in Philadelphia
Certificate of Excellence
Pennsylvania
Level Contributor
23 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
“Clean rooms, good location but service needs improvement”
Reviewed 16 August 2014

We picked this hotel for two reasons- location near train station and we have always been pleased with Sheratons. We are senior citizens traveling with our 7-year-old grandson. We had trouble finding the entrance to the parking garage so I called the hotel. At one point we were in a wrong lane so by the time we checked in, my husband and I were somewhat frazzled. We had questions about the train station location, getting a taxi for our early morning trip to the train station, and how much it would cost us to leave our car in their garage. The man behind the desk was not helpful. That was disappointing. After we went to the room, we returned to get our questions answered by the concierge. He was on break so a very helpful lady at the hotel desk answered our questions. That night we hung a room service menu on our door. It didn't come so we had to call the main desk 2 times. That man was very nice, however, our breakfast got there as we were pulling our suitcases out of the room to head to the train station. The man at the desk was very apologetic and kind. We didn't get charged for the breakfast. The pool is very nice and my grandson loved his late night swim.

  • Stayed August 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
Thank Dr_Granny
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPhiladelphia, Manager at Sheraton Philadelphia University City Hotel, responded to this review, 18 August 2014
Dear Dr_Granny:
Thank you for taking the time to review our hotel. It is regrettable that your stay with us did not meet your expectations nor our high levels of service standards. One of the major purposes of online reviews is to highlight areas for improvement and your feedback provides our hotel with valuable information that we can review to improve on for the future. We truly apologize for the late room service breakfast and lack of response/service from the front office team member upon arrival. Please know that your comments are being shared with the department managers for immediate review and corrective action.

Please feel free to connect with us directly at 215-387-8000, ext. 627 or sheraton@sheruniv.com with any further comments. We hope to have an opportunity to welcome you back in the near future.

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (245)
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English first
Montreal, Canada
Level Contributor
28 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 13 August 2014

Very modern nice hotel, big causy bed, very clean, perfect location.

The pool on the roof is very cool with his big terasse.

A little weird to see a chinese restaurant but theres other ones around so thats fine

  • Stayed July 2014, travelled with family
    • Sleep Quality
    • Rooms
    • Service
Helpful?
Thank dany651
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPhiladelphia, Manager at Sheraton Philadelphia University City Hotel, responded to this review, 15 August 2014
Dear dany651,

Thank you for posting your review of your recent stay with us. We are happy to hear that you had an opportunity to experience the pool. It is a great location to relax and enjoy the summer! We look forward to welcoming you back soon!

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Madison
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 13 August 2014

We stayed at the Sheraton for 3 nights and almost everything was awesome.
Best things:
-Regular price for 1st night, & if you stay more than 1 night, you pay the last 2 digits of the year you were born. So my husband was born in 1949, so the 2nd & 3rd nights, we paid $49. With a little bit of persistence, we were able to get a room on the 20th floor, which has a Club Room. This was a larger room with tables, sofa & large tv. Every morning, they had a hot breakfast (1 morning they had made to order omelets). From 5-8pm, they had hot appetizers. They had fresh fruit in the morning & from 5-8. All the food was very good. They also had hot coffee, yogurt, fruit & vegetables, bottled water & soda 24 hours.
-Staff was friendly & accommodating
-on site laundering facilities (many washers & dryers)
-Bed was super comfortable
-Pillows were awesome
-Room was large (we had king bed)
-Location to Penn was excellent
-Rooftop pool



Negative
-They knew we had a car, as they gave us driving directions to Cape May. However, they did not tell us until we officially registered that they charge $25 per day for parking.

Room Tip: Try to stay on the 20th floor so you can have access to Club Room
See more room tips
  • Stayed August 2014, travelled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
Thank Patricia H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPhiladelphia, Manager at Sheraton Philadelphia University City Hotel, responded to this review, 14 August 2014
Dear Wisconsites2,
We appreciate you taking the time to post such positive comments - it’s always great to hear that our guests enjoy themselves during their travels. We recently have changed our club lounge offerings and we are glad to see that our efforts were worth it.
Thank you for your review, and we look forward to welcoming you back in the future!

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Philadelphia, Pennsylvania
1 review
Reviewed 12 August 2014

The staff here is fantastic!!! We've used their meeting rooms before and they've always been so helpful and obliging. Even when it's been last minute they were able to make it work. We've never had a problem with the rooms or the reservations. Definitely recommended!

  • Stayed August 2014, travelled on business
    • Service
Helpful?
Thank Mary B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPhiladelphia, Manager at Sheraton Philadelphia University City Hotel, responded to this review, 14 August 2014
Dear Mary B,
Thank you for sharing your feedback on hosting your events with us. We truly appreciate it! Comments and feedback are most often shared when in the negative form, so it is a pleasure to share these motivating statements with our staff whenever we have the opportunity. We hope to host your event again soon!

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New Jersey
Level Contributor
137 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 151 helpful votes
Reviewed 8 August 2014

Background: My husband and I traveled to Philadelphia to visit a sick relative who was being treated at the Children’s Hospital of Philadelphia (CHOP.) We normally check TripAdvisor before booking any hotel, but due to the emergency nature of our trip, we just called a few local hotels last-minute and decided on this hotel as they offered a special rate to those with family at CHOP.

Booking/Check-in: My husband made the reservation via a phone call. Upon checking in, we needed to provide “documentation” to receive the CHOP rate. (This was not a problem as my husband was notified of this when he made the reservation; we only needed to show our hospital badges from that day.)

The Hotel: The hotel is a quick drive from CHOP. Hotel highlights included a 24-hour fitness center, an outdoor pool, complimentary Wi-Fi and an Asian restaurant. Our guest room was clean but small, the bathroom was outdated. Room highlights included a comfortable king bed and a large flat-screen TV. Finally, the hotel offers self-parking for $25 a night (including taxes.)

Overall: As we arrived late and checked out early, we did not spend a lot of time at this hotel or take advantage of the amenities. My only complaint would be that our room had thin walls and we heard our neighbors on and off throughout the night. Aside from that, I would recommend this hotel to those visiting family at CHOP as there is a special rate available and the hotel is very close to the hospital.

Note: There is a 24-hour café “Axis Pizza” across the street from the hotel. The café offers a variety of food for reasonable prices.

Stayed July 2014, travelled as a couple
Helpful?
Thank CherryTravels17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPhiladelphia, Manager at Sheraton Philadelphia University City Hotel, responded to this review, 12 August 2014
Dear CherryTravels17:

Thank you for the great feedback you have provided. This level of detail is important for us so we know exactly how we can improve for future experiences.

Sincerely,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
carshalton
Level Contributor
35 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 8 August 2014

When we arrived we had booked via hotels .com for a family of 5 which was confirmed on the booking sheet.
The room we were allocated had just 2 double beds. When we questioned this I was offed a fold away at extra cost. When I question why would I want to pay for this when it was clear I had 5 in my family the receptionist had to go and get permission to waive this fee.
When we got to the room it was clear that there was no way you could safely put a fold away in the room as it was very small.
We went back to reception and were told that that there were no other rooms available (until we agreed to pay).
We were charged the walk in rate which was obviously higher than we had paid before we left and ended up paying double.
I e mailed the head office of the hotel who blamed hotels.com saying that there must be a mis communication between the two and that it is clear that the fifth adult would be on a foldaway.
I explained I was not unhappy about that but was unhappy that it was not safe in my opinion to have a fold way in that particular room as it was too small. They seem to disagree.
I also had a problem when trying to order taxis When I asked the concierge I was just given a number to call but as I never had a USA telephone number to book it with they would not accept my booking.
I asked the concierge if they could book it for me and just said to use the hotel number ( not very helpful)
In all not a good start to our road trip

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Service
Helpful?
Thank ctcCarshalton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonPhiladelphia, Manager at Sheraton Philadelphia University City Hotel, responded to this review, 12 August 2014
Dear ctcCarshalton:

Thank you for posting your review. We truly appreciate your comments. Your comments are being shared with managers of the hotel departments involved to review our policy on accommodating rollaway beds. We hope you will consider us for a future stay in Philly.

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
NJ
Level Contributor
51 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 8 August 2014

I booked this hotel for 2 nights to attend freshman orientation. There would be three of us in the room and i had requested a room with 2 double beds. When we arrived, they said they were sold out of rooms with two double beds so i opted for a roll away (extra $30!!). We went to our room and it looked nice but it was realllly small!! I mean small to the point there there literally was only a couple of feet on the one side of the bed and the same at the foot of the bed by the desk/dresser. The roll away arrived and and the man said "good luck squeezing this in!" We put the ottoman on top of the safe in the closet and the small table on top of the ottoman. When i moved the chair i was appalled to find dirt, tissues, plastic caps and feathers under the chair! ewwww. I pushed the chair back to cover the dirt and that meant there was no place for the roll away to fit. So, we slept 3 in the king bed. Yes, it was squishy!
They did credit me for the roll away when i told them about the issues we had finding a clean spot to open the bed.
The second night i was alone so there was no issue although the dirt under the chair was never cleaned up. Speaking of dirt, the room at first glance seems clean. But, there were things that caught my eye. The surface of the small table had food stains on it, the tray in the bathroom had shampoo and soap rings on it and the ceiling in the bathroom was stained and yucky.
The bed is super comfy though and the sheets were crisp and clean. The shower had good pressure but the tub is old and kind of discolored. Towels were thick and soft.
The hair dryer didnt work but they brought me another one right away!
INTERNET is a disaster. There is free internet but it is sooo slow that pages would partially load and never finish. Email was unreliable. That was really frustrating and when i called to ask about it they seemed aware of the problem but had no solution.
There are some great restaurants one block away and getting to Drexel is a quick 2 block walk.
Since we will be back and forth the Philly for the next four years, i will probably have to give this place another try because of the location. I heard there is a Hilton close by too so maybe thats a better option??

  • Stayed August 2014, travelled on business
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank 4goingawayagain
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sheraton Philadelphia University City Hotel

Property: Sheraton Philadelphia University City Hotel
Address: 3549 Chestnut St, Philadelphia, PA 19104-3361
Phone Number:
Region: United States > Pennsylvania > Philadelphia > University City
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#23 Family Hotel in Philadelphia
#28 Business Hotel in Philadelphia
#35 Romantic Hotel in Philadelphia
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Sheraton Philadelphia University City Hotel 3.5*
Number of rooms: 316
Official Description (provided by the hotel):
Surrounded by Philadelphia's famed education and medical centers, the Sheraton Philadelphia University City Hotel is a great choice when visiting Philadelphia for business or leisure. ... more   less 
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Also Known As:
Sheraton Philadelphia University City Resort
Philadelphia Sheraton

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