Hotel West & Main Conshohocken Philadelphia, Tapestry by Hilton — Hotel in Conshohocken

Pros: Beautifully appointed converted firehouse with charm and character. New and smells new. Very comfortable beds. Larger bathrooms than are typical in a standard room. Warm, friendly (great with my young daughters) and responsive breakfast servers Burgundy and Mystic.

Cons: (1) Staff is not adequately prepared or knowledgable about the property. The newness means that staff, while well meaning, are not prepared to run a hotel that is consonant with its looks. We were told that the 2 corner rooms we reserved in advance had an outer door leading to a vestibule that would provide us more privacy but that outer door/vestibule doesn't exist - they are simply corner rooms adjacent as part of the regular hallway. I was told that parking for Diamond members was free and it was not, as I saw on my folio.

(2) Understaffing. The pandemic is over and we stayed on Thanksgiving weekend as a stop on our drive home from DC. Why was there no manager on duty or housekeeping available during regular business hours when it is arguably one of the biggest travel weekends of the year? (More below.). No one to greet you upon arrival at the driveway of the hotel so shlepped our own bags.

(3) Not ideal for young families. While we saw a couple of young kids, the hotel does NOT offer adjoining rooms. We were told that our best option is two adjacent corner rooms, which we booked at a premium but in the end did not receive. Breakfast had a very curated, specific menu that was definitely not kid-friendly even with some creativity as it could not be adjusted. Basics like jam and toast were not available upon request.

(4) Staff's inability to professionally problem-solve. Upon arrival, we approached the front desk to ask for card keys, in addition to the digital keys we procured via digital check-in. The staff looked up our reservation to create the card keys and was completely confused and overwhelmed. "These rooms appear taken," we were told. I asked, "Do they show taken because we digitally checked in?" No one knew. We were given card keys and dragged our own luggage to the 5th floor to the rooms we reserved via digital check-in and we walked in on a filthy room with towels strewn everywhere and an open pizza box in the middle of the floor. We contacted the front desk by cell phone to inform them of this and their response was, "We have no housekeeping at this hour." (It was 5:45 pm.) Nor were there any adjacent corner rooms left on any other floor. So there was no solution other than to put us into rooms we did not book on another floor. We told the desk we would drag our luggage to the other floor and then we proceeded to wait 15 minutes for Jerome to come up while we stood outside our new potential rooms with two young kids while waiting for a key. (How long does it take to make a card key?). When I mentioned to Jerome that we expect to be compensated for this mistake, he said he would take care of us. I did not hear anything after this and upon checkout the next morning, our folio showed no credit for our trouble. I have never seen such disregard at a hotel for a customer's trouble. I asked the front desk person on duty at 8:30 AM if I could speak to a manager about my folio and I was told that Angela the manager would not be in until 11 AM. I told her we needed to hit the road shortly. The staffer did not proactively suggest, "How about I have Angela call you when she gets in?" I had to suggest it, she said she would leave that message, and lo and behold I have heard nothing.

(5) Manager should inspect the rooms. While a brand-spanking new hotel, there were some weird punchlist type issues, like peeling paint in both rooms we occupied.

(6) Parking is confusing as others have pointed out. Upon arrival, you're basically shlepping your own bags in and leaving your car out front while you figure things out. For Diamond members, there is parking on the main level marked "RESERVED" but these...

From a Disabled Person's Perspective

My problems with Hotel West and Main Hilton started in November when I called to book 4 rooms that were blocked for a wedding we were attending in Jun 2025. My sister and I were traveling with our two elderly mothers (Mother and step mother) both have mobility issues and need handicap accessible rooms – especially walk in showers with grab bars. I was told at that point, it would be noted but not guaranteed.

From there I called the 800 number for Hilton to express my concern, only to be told the same thing. Obviously, the people I spoke with have never traveled with disabled older people. After that call, I tried again hoping to get someone who would guarantee me two handicap accessible rooms. After at least 2 hours of phone calls, chats, social media communication I resorted to posting a review on TripAdvisor for the Hotel West & Main Conshohocken Philadelphia expressing my concern with not being able to confirm the two handicapped accessible rooms.

Within 2 days, a manager (Noelle) contacted me and took care of confirming the two rooms needed. She explained that she did not understand why it wasn’t done before.

After all that, I was happy to get the two rooms needed and did put in a request to have the other two rooms close by so my sister and I could assist our mothers during our two night stay.

We arrived on 6/26 to check in. Three rooms were on one floor (near to each other) and the second handicapped room was on another floor. I requested a change but was denied because the hotel was booked. My sister ended up staying in that room with our mother and her husband stayed in the other room.

One of the “handicapped accessible” rooms (210) was at the end of the hallway, far from the elevator. Because the bar was on that floor there were double doors that you had to go through to get to the rooms. It was impossible for my mother to navigate the doors with her walker and it was a far walk for her to reach her room. There were no handicapped buttons to open the doors.

On top of that, the ice maker didn’t work on the 2nd floor or the 3rd floor. I did report this on the first day and it was never repaired during our two night stay.

With taxes it was over $225 a night for each of the four rooms.

Upon my return, I received a questionnaire regarding my stay. I am a Hilton Honors Member. In that questionnaire, I expressed my concerns and requested that I be contacted and gave my phone number.

I received an email on 7/3 :

” I extend my sincere apologies for the disappointing ADA compliance issues. I've opened case # 244567843 and sent your comments over to the hotel for review. You should get a response within three days.”

On 7/7 I received this email: I hope this email finds you well. Our sincere apologies for the challenges you've faced during your visit to this property and thank you for bringing these concerns to our attention.

I've shared this feedback with the hotel leadership and we will do better when return. Our team looks forward to welcoming you with an improved experience during your next stay with us.

Thanks for sharing your feedback and for being a Hilton Honors member.

Stacy S.

This is how they treat their customers? I would think that a Hilton Honors Member would at least get a phone call.

Side note – another family member, under a different reservation, had some complaints. She wasn’t even a Hilton Honors Member and they offered her points as an apology.

My anger is based on how they treat...

My problems with Hilton started in November when I called to book 4 rooms that were blocked for a wedding we were attending in Jun 2025. My sister and I were traveling with our two elderly mothers (Mother and step mother) both have mobility issues and need handicap accessible rooms – especially walk in showers with grab bars. I was told at that point, it would be noted but not guaranteed. From there I called the 800 number for Hilton to express my concern, only to be told the same thing. Obviously, the people I spoke with have never traveled with disabled older people. After that call, I tried again hoping to get someone who would guarantee me two handicap accessible rooms. ||After at least 2 hours of phone calls, chats, social media communication I resorted to posting a review on TripAdvisor for the Hotel West & Main Conshohocken Philadelphia expressing my concern with not being able to confirm the two handicapped accessible rooms. Within 2 days, a manager (Noelle) contacted me and took care of confirming the two rooms needed. She explained that she did not understand why it wasn’t done before.||After all that, I was happy to get the two rooms needed and did put in a request to have the other two rooms close by so my sister and I could assist our mothers during our two night stay.||We arrived on 6/26 to check in. Three rooms were on one floor (near to each other) and the second handicapped room was on another floor. I requested a change but was denied because the hotel was booked. My sister ended up staying in that room with our mother and her husband stayed in the other room.||One of the “handicapped accessible” rooms (210) was at the end of the hallway, far from the elevator. Because the bar was on that floor there were double doors that you had to go through to get to the rooms. It was impossible for my mother to navigate the doors with her walker and it was a far walk for her to reach her room. There were no handicapped buttons to open the doors.||On top of that, the ice maker didn’t work on the 2nd floor or the 3rd floor. I did report this on the first day and it was never repaired during our two night stay.||With taxes it was over $225 a night for each of the four rooms. A fairly expensive two nights.||Upon my return, I received a questionnaire regarding my stay. I am a Hilton Honors Member. In that questionnaire, I expressed my concerns and requested that I be contacted and gave my phone number.||I received an email on 7/3 :||” I extend my sincere apologies for the disappointing ADA compliance issues. |I've opened case # 244567843 and sent your comments over to the hotel for review. You should get a response within three days.”||On 7/7 I received this email:|I hope this email finds you well. Our sincere apologies for the challenges you've faced during your visit to this property and thank you for bringing these concerns to our attention.||I've shared this feedback with the hotel leadership and we will do better when return. Our team looks forward to welcoming you with an improved experience during your next stay with us.| |Thanks for sharing your feedback and for being a Hilton Honors member. | |Stacy S.||This is how they treat their customers? I would think that a Hilton Honors Member would at least get a phone call. ||Side note – another family member, under a different reservation, had some complaints. She wasn’t even a Hilton Honors Member and they offered her points as an apology. My anger is based on how they treat...