I stayed here for a few nights up to June 8th. I was originally staying at the Inn at Penn Hilton (great hotel) but I had to relocate here due to unavailability. I am currently a Gold member and have stayed at many Hilton hotels and I haven't ever had a single complaint up until this one.
Upon arriving at my room (904), I found a few issues. The door security latch was broken and certain parts of the room were filthy. The pictures people have posted are accurate; I've added some as well. Furniture was dated & worn; motel quality. One room phone did not work and was never fixed, despite my mentioning the issue.
I was told there was a free breakfast, though later found out there is an additional $5 charge for any hot foods. Kind of silly, but no big deal. Wait staff was polite & accommodating. Pool & fitness room were clean.
This big issue came on Saturday night. At 2am in the morning there were several large groups of high school age kids congregating in the hallway outside my room. I was awoken repeatedly by slamming doors and yelling. I called the front desk to address it and was told security was already on its way.
About 1/2 hour later, my 2 year old was woken up by the ongoing noise. I called the front desk again and got no answer. I had enough at this point. I scooped up my daughter & went downstairs to speak with the staff.
Nobody was at the desk. The security guard asked me what the issue was; I asked for the management. He told me she was busy doing paperwork on the 4th floor. I insisted I speak to her. An employee named Kathleen then came down. I explained the issue to her. She rudely told me that since this hotel is a "banquet" hotel that this type of thing is normal. I asked her where on the Hilton website or company policy it explains that guests at a "banquet" hotel may expect to be woken up repeatedly at 2am by parties in adjacent rooms. She simply ignored me; her attitude clearly insinuated that I was interrupting her routine and this was my issue, not hers. I subsequently filed a complaint with Hilton's guest services.
A manager called me the next day in an attempt to remedy the situation and offered me some reward points for my trouble, explaining that her employee's behavior was unexcusable.
The next morning I called for a bellhop and valet for my car; was told a bellhop was on his way up. After 15 minutes, no bellhop so I went down and reminded the desk. Once my stuff was loaded and downstairs, my car was nowhere to be seen, because it was never dispatched. I was then told that only one valet knew how to drive a stick, so I would have to wait a few minutes more. Understandably checkout times can be hectic, but it was overall mass confusion here; the staff didn't appear to be organized at all.
This hotel isn't even remotely in the neighborhood of Hilton's normal standards. The issues I found with this hotel clearly reflect poor management and a lack of training on all levels.
I strongly recommend avoiding this hotel.
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- Also Known As:
- Hilton Philadelphia City Avenue Hotel Philadelphia
- Hilton Hotel Philadelphia
- Philadelphia Hilton