Courtyard by Marriott Philadelphia Bensalem — Hotel in Bensalem Township

I stayed at this hotel this past weekend and it was a mess. Pool was closed and was told it wasn’t opening till sometime in May. Was assigned to room 212 and the room was horrible. Exhaust fan in bathroom didn’t work. Half of the electricity was working. The front door light wasn’t working the light next to refrigerator and microwave wasn’t working. Microwave and refrigerator had no electricity. When I called for maintenance they sent up a guy and the guy said he isn’t maintenance and that the room was know to staff to have electrical problems with the breakers for the room and that nobody ever fixed it. The cabinet that the microwave and refrigerator was in was missing the door. I called the front desk and complained and the room was switched to Room 217 which was right across the hall and that room was nice however the light for the tv wasn’t working, the exhaust fan for the bathroom wasn’t working neither and the toilet got stopped up. When called about the toilet being stopped up they sent house keeping to fix the toilet and notified them that the toilet bowl handle was hanging out of the toilet bowl tank and needs to be fixed and they house keeper said oh someone will be up to fix it later on we will let them know and no one ever came to the room to fix the toilet bowl handle. The restaurant in the lobby is never open every time me and my wife went to get something from the restaurant there never nobody at the counter except for one time and the person said they were closed. When me and my wife will to purchase items from the store next tot he reception desk we couldn’t even get the correct price because they didn’t have the items in there system. I bought a good humor ice cream bar since they didn’t have it in there system they charged it as if I was buying a Haagen -daz ice cream. The scary part of it all was the elevators jerk before they start moving. The biggest thing was when calling before arriving inquiring about the earliest check in the reception Brianna was was unprofessional and with a attitude said I can’t tell you the earliest check in I am not a house keeper. Me and my wife got angry we hung up and called back and the same receptionist Brianna answered and we ask for the manager and now she all off sudden claim to be the manager. I don’t recommend staying here the place it not maintained and has lots of deficiencies that are not being addressed.my last issue was that I have late check out for my reservation which stated that I have to check out by 1pm and my room key and mobile room key was deactivated before my reservation was over. Front desk stated that all room keys are deactivated by the system at 11am by the system automatically yet during my first 2 days my keys were active. So...

My experience with this Courtyard Marriott was absolutely atrocious. I booked a room here for 2 nights as part of a wedding block (a wedding of which I was in the bridal party) in February 2021. Upon arrival to the Marriott after the rehearsal dinner on Friday, me and 10 others (6 rooms in total) in the wedding party INCLUDING THE BRIDE HERSELF were informed our rooms were given away due to some “corporate mishap” and that our only option was to stay in another hotel for the night. It is important to note that the family had previously booked a get ready room at the Courtyard Marriott, arranged transportation to/from the wedding from the Courtyard Marriott, and had vendors arriving early in the morning to the Courtyard Marriott for hair/makeup for the bridal party who were NO LONGER STAYING IN THE HOTEL. Also important to note there was NO reachout on behalf of the Courtyard Marriot to any of the guests who were “walked” to inform us of the “overbooking” situation. The bride was extremely upset upon hearing this from the Courtyard Marriott staff and spent most of the night in tears.

The strangest thing was that after checking in to the other hotel we had been “walked” to at the end of the night - I informed the receptionist of the situation and he kindly let me know this was not an unusual situation for the Courtyard Marriott. This kind of thing “happened all the time with that hotel”.

All in all, it was absolutely unacceptable. The only compensation we received was a refund on the first night’s stay at the Courtyard Marriott and I do NOT think that is sufficient to cover the distress caused by this situation - ESPECIALLY for a bride on the night before her...

I cannot stress enough how awful our stay was here. We had a block of rooms set up since February for my little sisters wedding. The bridal party, bride & parents of the bride had booked these rooms immediately after confirming the room block. We talked multiple times to guest services that we would be able to check in late as we were coming from the rehearsal dinner. Myself (maid of honor), 4 bridesmaids, the bride and parents of the bride arrived to check in and were told there were no rooms for us as the hotel was over booked, even though we had booked our rooms back in February and confirmed a late check in. This is unacceptable for anyone but especially for a bride the evening before her wedding. On top of this issue the hotel ran out of clean towels, water bottles, soap and many other items to ensure our guests that traveled in for this wedding were set up properly. We also had 3 of our guests given room keys to rooms that old guests had not checked out of yet. One of our guests had a broken shower and when they told the staff on duty they were basically told “oh well.” The GM did not offer any solutions for reimbursement after the fact even though us and our guests paid thousands of dollars to spend the weekend there. As an event coordinator I have never been so appalled by the lack of solutions, leadership and empathy by an industry that is supposed to provide amazing customer service. If you are planning a wedding in the area please do not book your wedding block here. I never want any other bride to go through what my...