Homewood Suites by Hilton Horsham Willow Grove — Hotel in Horsham Township

The girl working the front desk seemed young and inexperienced and from my understanding they were aware of wedding afterparties as several bride and grooms staying on property meant multiple wedding guests staying as well overnight after their respective wedding receptions were held nearby on a Saturday night, thus giving the hotel many bookings as rooms were blocked out for their out-of-town guests to which I was one. I am unsure if permission was granted or not to be fair but seeing that all the wedding parties from different weddings staying at the hotel all seemed to have the same plan to hang out in the lobby afterwards I would have to assume at the very least the property and the person working the front desk should have been prepared knowing they booked several separate weddings on the same night. In my opinion, they did not possess the experience to handle it professionally. Instead everyone was yelled at, the front desk girl was on the verge of tears and we were all told to go to our rooms as if we were being punished like a child and even at one point she threatened with the police being called as she threw a fit. If it was too loud in the lobby I still don't understand how telling people to go to their rooms closer to other guests would solve the noise issue or even as we were told to go freeze outside by the firepits the loudness would still carry to other guests' windows outside. I don't know what the solution is going forward, perhaps offering a separate room off of the lobby area may be viable, but I know our bride was very annoyed by it all and I would never book this chain if I was having out of town guests or to give a good amount of business to be treated like that for my wedding night. It was very unprofessionally handled and took what should have ended as an amazing celebration of love and union and friendship as people just instead left upset and brides were sent outside to freeze. The firepits offered very little warmth and since it was also very windy could have also caused a fire with people getting too close to try...

If you're traveling with a family and need adjoining rooms I would encourage you to look elsewhere. The rooms are nice, check in is slow, and you won't be given rooms next to each other.

I recently stayed at Homewood Suites by Hilton Horsham Willow Grove. I had had called the front desk to ask if adjoining rooms was an option. I was told to book a 2 Queen Suite specifically to go with the 1 King Suite and that they would add a note on my account. I booked the room and called back. The woman I spoke to said she noted the account and would leave our names on the list.

I was traveling with small children. They checked in at 3:30p. When I arrived at 4p to check in we were told that the adjoining room was not available. I said that would be fine if we could be across the hall or next door; at least in close proximity. I understand things happen and I try to be accommodating. The only room that they could assign me was half way down the hall. Not at all close. The front desk told me they couldn't move rooms since they had already checked in. Imagine my upset when around 5p we were getting ready to leave for dinner only to find the staff cleaning the room next to our King Suite that had the adjoining door. I would have gladly waited to ensure I could have adjoining rooms but that was never mentioned to me.

I couldn't leave the kids alone in another room down the hall and ended up not even being able to stay in the King Suite I booked. After spending almost $600 on two rooms I slept on the couch cushions from the pull out in their room.

I reached out to customer support and the representative basically told me there was nothing she could do because the policy said "if" the adjoining room is available. When I asked about the fact the room next to us was available an hour later all she could do was apologize and tell me to email corporate. I appreciate the apology but I'm incredibly disappointed in the staff response, the policy, and lack of compassion...

Five minutes and 43 seconds.

Stayed 1/11-1/15 and this week as well (1/19-1/22) for work just down the street. Last week there were absolutely no issues, digital check in and out, digital key, everything was through my phone. This week, I used a 3rd party booking website and arrived early (check-in is at 3PM) at 1:15PM on the dot when I walked in and stopped at the counter. The receptionist is sitting at the counter behind the partition, back towards me, scraping the last bite of food from her container and scrolling Instagram and sending text messages, and checking other applications on her iPhone. There is also quite a bit of chatter from the back office. 5 minutes and 43 seconds later, a group of four people, three women and one man, walked out with surprised faces and one immediately tells me to grab any drink I want from the case. After that, the lead female tells the receptionist that there is a guest waiting. FIVE MINUTES AND 43 SECONDS after I walked in to the front desk, I am finally given more attention than Instagram and a couple text messages. I am a Spire Elite (22 weekly stays since 8/10/20) with IHG and thought about branching out to Hilton to gain rewards with another chain. This week will be the last time I stay at a Hilton in the Philadelphia area. As a former retail worker, if I wandered away or ignored an area with paying customers, I would be fired (yes, this happened to me). I don't wish job termination on anyone in this economy but I will recommend training and boundaries for personnel to not linger in a blind spot (back office or in a chair turned around to block view of front desk) as to avoid seeing customers and creating surprising scenarios with higher level employees and the immediate need to offer freebies. No, I did not grab a drink but I did open my tablet upon settling in my room and start writing this review.

Your hotel is only as good as its staff. The building is wonderful and very fresh, but your...