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“I'm still shaking my head...very disappointing.”

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Embassy Suites by Hilton Philadelphia Airport
Ranked #43 of 85 Hotels in Philadelphia
tucker
Level Contributor
37 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“I'm still shaking my head...very disappointing.”
1 of 5 bubbles Reviewed 15 April 2013

The nightly rate was fair. The location is near the airport and they offer a shuttle. The hotel is dated and could use a remodel. Service at the restaurant is appalling. Appetizer never arrived and both waitresses blamed each other for not putting the order in the system. Entrée arrived completely overcooked and inedible. The waitresses (Learia and Danae) were very rude and not the least bit concerned. The restaurant Manager (Beth) is poorly trained and completely lacking any resemblance of the ability to provide even the most basic level of customer service. A simple apology goes along way and no one on this team is capable of saying I'm sorry without you prompting them to say it. This does not keep me from patronizing the Hilton brand but I will never stay at PHL Embassy Suites again.

  • Stayed April 2013, travelled on business
    • Value
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Helpful?
Thank arjones3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 17 April 2013
Thank you for taking the time to share your experiences about your stay at the Embassy Suites Philadelphia International Airport. I apologize and am embarrassed for the issues that you encountered in our Restaurant and have taken the liberty to share your feedback with our Food & Beverage Director and Executive Chef so these types of guest inconveniences do not happen in the future. Our mission at the Embassy Suites Philadelphia is to deliver exceptional hospitality and I am disappointed to hear that we failed in our execution.

I appreciate your feedback and for choosing the Embassy Suites Philadelphia Airport for your hospitality needs. I hope you will allow us the opportunity to regain your faith in us on a future visit.
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1,494 reviews from our community

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Rating summary
  • Location
    4 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (187)
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English first
Newport Beach, CA
Level Contributor
118 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 77 helpful votes
3 of 5 bubbles Reviewed 14 April 2013

Just a quick business trip into Wilmington DE via Philly Airport. Stayed one night at the ES and not much to report other than the following observations.

1. Lobby 'Elixer' (water with fruit/veg) is a nice touch upon arrival. However, if your going to do it, do it at all hours and keep it maintained with fresh ice and fruit/veg. I arrived around 9 PM and found the water to be 'stale'.
2. Breakfast was good and to the point - not much in the way of creativity but then there should not be an expectation of anything special.
3. Shuttle service to the airport was effecient and fast
4. Liked the bath amenities - nice selection
5. FYI - there is a Ruby Tuesday restaurant within walking distance (weather permitting) for lunch/dinner.

  • Stayed April 2013, travelled on business
    • Value
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Helpful?
Thank 50isthenew40
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 17 April 2013
Thank you for taking the time to share your recent experience with us about your stay at the Embassy Suites Philadelphia Airport. I am pleased to hear that you enjoyed our cooked to order breakfast and am glad that you appreciated our proximity to the Airport and the value of our shuttle service.

Thank you again for your thoughtful feedback and for choosing the Embassy Suites Philadelphia Airport for your hospitality needs. We hope that you visit us again on your next trip!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Northern Indiana
Level Contributor
61 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
3 of 5 bubbles Reviewed 12 April 2013

Stayed with spouse on a Phillies home weekend. Good involved complementary breakfast which was freshly prepared by a grill chef, comfy beds, and a nice hot tub. Some things not so good. Given the layout of Embassy Suites with all floors of rooms surrounding a foyer, the hotel was noisy, especially if a room was on any floor in the bar area. This is despite the fact that we always request the highest floor in any hotel. Other issue is with parking. This hotel in South Philly is in a wasteland in an area only with other hotels and the PHL airport. Outdoor parking is ample with a very large lot that serves several hotels. Yet Embassy has erected a gate and they charge a parking fee. This is ridiculous in that area of town, which is not a destination for anything but a hotel room with easy access to CBP. It is a shameless money grab. We always stay at one of this block of hotels, so might go back, but with no enthusiasm.

Room Tip: Only reason to stay here is an overnighter for the airport or for access to the Sports complex. Cou...
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  • Stayed April 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank frank_mary_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 17 April 2013
Thank you for taking the time to share your experiences about your stay at the Embassy Suites Philadelphia International Airport.
I apologize and regret the noise issues that you encountered from your guest suite and your displeasure with our automatic parking gate system. The parking system was implemented after a great deal of research and analysis in order to ensure all guests of the hotel have adequate parking facilities. This basic expectation was being severely compromised due to our close proximity to the airport and spaces being taken by non guest airport patrons. Our mission at the Embassy Suites Philadelphia is to deliver exceptional hospitality and I am disappointed that we failed in this regard.

I appreciate your thoughtful feedback and for choosing the Embassy Suites Philadelphia Airport for your hospitality needs. I hope you will allow us the opportunity to regain your faith in us on a future visit.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Provo, Utah, United States
2 reviews
5 of 5 bubbles Reviewed 8 April 2013

The beds were super comfy and the layouts in Embassy Suites are always awesome overlooking the lobby. We were in a Doubletree in downtown for most of our week stay, but the night before we flew out, we stayed in this Embassy Suites by the airport. I like Hilton hotels more and more every time I stay in them.

  • Stayed September 2012, travelled with family
    • Value
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    • Cleanliness
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Helpful?
Thank Matt B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 10 April 2013
Thank you for taking the time to provide us your feedback and for your 5 Star Review! I am pleased to hear that you and your family enjoyed your stay and appreciate your kind and gracious comments regarding the hotel.

Thank you again for your gracious feedback and we hope to see you again real soon at the Embassy Suites Philadelphia Airport.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Syracuse, New York
Level Contributor
23 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 8 April 2013

I attended a day planning retreat at this hotel. The hotel was well maintained and services was good. Meeting room was a little cramped for our group and media acess was not that great. Embassy suites always includes breakfast and cocktail reception; although most of us decided to skip the low end free drinks and just purchase what we wanted.

  • Stayed June 2012, travelled on business
    • Value
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    • Cleanliness
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Helpful?
Thank Ken G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 10 April 2013
Thank you very much for taking the time to share your experiences about your stay at the Embassy Suites Philadelphia International Airport. I am glad to hear that our hotel worked out well for your meeting.

Once again, thank you for your gracious feedback and for choosing the Embassy Suites Philadelphia Airport for your hospitality needs. We hope to have the honor to welcome you back real soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Rochester, NY
Level Contributor
19 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 8 April 2013

Cooked-to-order breakfast was superb, beds comfortable, room quiet (top floor), pool & hot tub very nice, workout room small but nice- always had a big bowl of delicious oranges there for the taking. Front desk staff very pleasant and helpful. Excellent experience!

Room Tip: Top floor.
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  • Stayed April 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank FamilyVacationer555
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 10 April 2013
We appreciate you taking the time to share your experiences about your stay at the Embassy Suites Philadelphia International Airport and for your 5 Star Review! I am pleased to hear that you felt our hotel was awesome and an excellent experience.

Thank you again for your gracious feedback and for choosing the Embassy Suites Philadelphia Airport for your hospitality needs. We will be honored to host your return engagement.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pennsylvania
Level Contributor
108 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
3 of 5 bubbles Reviewed 7 April 2013

We stayed there on a Friday night. It was a bit noisy. The carpet in the room was frayed in places, and appeared worn. The atrium did not have the freshest smell, probably from the ducks swimming in a pond there. Beds were pretty comfortable. Secure parking if you want to leave your car while you are away is possible.

Room Tip: Ask for a room away from the elevators and off the atrium. It is quitter this way.
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  • Stayed March 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank jjbren
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
bswales, General Manager at Embassy Suites by Hilton Philadelphia Airport, responded to this review, 10 April 2013
Thank you for your feedback. I apologize for any inconvenience that you were caused due to noise levels in the hotel. We take pride in providing exceptional accommodations and are sorry that this was not the case for you. We are certainly a family friendly hotel and as part of our registration process, we ask every guest for assistance with noise levels in the hotel. We have a state of the art AV light system that is designed to kill all odor in the atrium. We will check this system to ensure it is working properly.

Thank you again for your kind feedback and for your patronage and we hope to see you again real soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Embassy Suites by Hilton Philadelphia Airport

Property: Embassy Suites by Hilton Philadelphia Airport
Address: 9000 Bartram Avenue, Philadelphia, PA 19153
Phone Number:
Region: United States > Pennsylvania > Philadelphia
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#23 Romantic Hotel in Philadelphia
#48 Business Hotel in Philadelphia
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Embassy Suites by Hilton Philadelphia Airport 3.5*
Number of rooms: 263
Official Description (provided by the hotel):
The stunning accommodations at the Embassy Suites Philadelphia - Airport hotel are designed for your comfort. Unwind in the lush, tranquil atmosphere of the open-air atrium after a long day of business or leisure in Philadelphia during the Evening Reception*, featuring complimentary drinks and snacks. Enjoy a free cooked-to-order breakfast in the hotel's atrium, and additional on-site services such as a modern fitness center and an indoor pool. This hotel is less than a mile from the airport. ... more   less 
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Also Known As:
Embassy Suites Philadelphia
Philadelphia Embassy Suites

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