TownePlace Suites by Marriott Philadelphia Horsham — Hotel in Horsham Township

DO NOT STAY HERE I promise you that if you have any type of life situation requiring you to stay in a hotel for an extended period of time, that staying here will only make that situation 10x worse! We had a house fire that left us temporary displaced so we decided to stay there because they had 2 bedroom rooms and semi full kitchens. All was well until right in the middle of our stay all hell broke loose when the hotel was bought by new owners and a new manager started. We were paying a lot to stay there and for over 2 months we paid a few thousand dollars. Towards the end of our stay we were kind of going day to day rather than week to week(or longer) with our reservations. One day I was talking to the girl at the front desk about if we were staying that night, when the NEW manager, Tom, chimed in, offering me 1/2 price of what we had been paying because we had been there so long. Of course I was extremely grateful and happy about this because we were about to leave and go somewhere cheaper as I was literally running out of funds. He also said and I quote, “just let us know and pay every day by noon if you are staying that night” which was also great to hear because our situation was so touch and go. Mind you, at the point I was 100% paid in full and had a zero balance. So for several days following I did just that. I would come down, pay the new price in full and all was great. UNTIL about 9 days after that, and paying the new rate, they kept trying to run my card, overnight, for astronomical amounts. $1200+ several times. Of course it never went through but I was confused as to why it was even happening because every day when I paid, I was under the impression that I was paid in full. And I was told SEVERAL TIMES BY SEVERAL EMPLOYEES that I was paid in full. But I wasn’t too worried because they were never going to get that amount out anyway and during the day no one ever brought up any outstanding balance or anything like that. Well then one day I took a little longer (as in a few hours) to pay for the weekend and where I totally understand that is frustrating, you would think after all the money and time, a couple hours 1 time wouldn't be that big of a deal. Well apparently it was because the next day I was treated like a complete idiot and told I would no longer be getting any favors and the price would be back to full and I should probably leave. I was completely blindsided. But whatever, one thing for sure was that I couldn’t continue to stay there with the price going back up. That brings us to our last night there. I paid the day before and was under the impression that I was checking out the next day with a zero balance. Well that night, in the middle of the night, they attempted and succeeded in taking nearly $1000 out of my account, putting it over $600 in the negative. I literally ran out of gas coming back from work because of it and my kids, dog and i literally had nowhere to go because I had no money to go there. For 3hrs straight they told me that they DID NOT RUN THAT CHARGE. I called and reported fraud, had to cancel my card and open an investigation, only for them to then tell me they DID in fact run it and then proceeded to gaslight me for another several hours as to why and insinuate that I was stupid for not understanding their bullshit excuses for STEALING from me, a single mom, barely surviving at this point. I am still dealing with the aftermath of my account being in the negative because I’m still paying it off. I could go on and on but I’ll end it here because I’m getting sick just...

I stayed here on and off for a couple of months, due to an unfortunate plumbing issue. The staff was very nice, but there were quite a few red flags, particularly when it came to billing. Many times throughout my stay, I was over authorized. When I asked about it, I was given very confusing explanations that didnt make sense. One day, the GM over charged me by $230, and acted confused about it. Another employee called it out and said “you over authorized him.” This happened several times. The incidentals they held, were never returned, and I was told it went into my nightly rate. The most frustrating incident of all came this morning when I was checking out. Despite being paid up in full, I woke up to see that the hotel made 3 attempts to charge for me for $950 (luckily, I keep my card locked so they got nothing) at 3am and again at at 4 am. When I went to check out at the front desk, I asked for my receipts to be emailed to me, and thats when the front desk assocaite Sanjay tried 4 times to charge me $114, quite literally in front of me. I got two dings on my phone for the failed payments, then Sanjay says “sir can you please unlock your card?”. When I asked why, he told me because the last night of my stay was never paid for, and I reminded him that he personally charged me for the stay. I had to show him the transaction on my bank, and he continued to insist I owed money. Finally after getting frustrated I told him I had a $0 balance, they werent getting anymore money from me, and I had to leave. Of course, upon reviewing my bill, I indeed had a $0 balance. I had a suspicion for most of my stay, but that final incident made it pretty clear that the staff here are stealing money from their customers. You can see other reviews here where multiple people have a similar experience, with the same people. Absolute shame, this used to be a great place, but the desk staff is BEYOND shady. I spent over $8,000 at this place, which was a good $2,000 above what my bills on the Marriott app showed. I was quoted for $6,000 and I paid two grand more than that. I am a platinum bonvoy member, I am not a stranger to Marriott’s billing. It is pretty obvious what they are doing, and I suppose they just think people aren’t smart enough to notice.

EDIT: They have been holding that $120 charge I mentioned for 15 days. When I called about it, Sanjay answered the phone. He again made a very confusing explanation that didnt make any sense. When I asked him to send my bill to me, he only sent me a receipt for the 2 market items I purchased. I called back, he pretended like he forgot me already, then after I sternly reminded him, he said I would have my bill within 30 minutes and said he thought I was asking for the market items receipt (I explicitly said bill for my stay). They quite literally treat you like the dumbest person on earth, until they realize they cant fool you, then THEY play the dumbest people on earth who dont understand anything you’re saying. This is the most obvious scam to me and it drives me insane that they haven’t...

Updated Review: DO NOT BOOK HERE. Sure the cost is cheaper for 2 bedrooms with a partial kitchen but you will regret it. I am a frequent Marriott customer, being just shy of Gold Elite status. I was treated with the utmost disrespect and because this is private property I had to leave. A little background - I booked a longer term stay (18 nights) and based our stay on the fact that we sold our house but needed to remain in the area for a few more weeks. We filtered our hotel search based on two things- pool and two bedrooms. I booked a month in advance. Fast forward to check in- there are signs posted pool permanently closed. Up until the day I complained, the pool was listed on the website and bonvoy app (shocker, they got caught and removed it when I made a fuss). I was told they inherited the problem (ok fine) and recently took over months ago (also fine) but when I asked for a partial refund or something to make this right, Shantili Sandoval, the “interim” GM was extremely unaccommodating. We paid over $2000 for the stay and she offered me 50% off 2 nights…unreal. That came out to ~$115. I explained the main filter option I used for our search was “pool” because we have small children who need something to do in the evenings when it’s 95°, and it showed this property had the pool. I also highlighted the fact this wasn’t just a short term stay, yet I continued to get the same response, she wasn’t willing to do anything more - besides offering free cancellation- not helpful when no other hotels in the area have a suite or pool available. Not even points. I was also told a high chair was available when I called 2 days prior to check in yet when we checked in they didn’t have any high chairs on property. The housekeepers are friendly. It’s sad for them because this new company is awful and Shantili herself will single handedly run this place into the ground. So on the second night of our stay, at 730pm, I got an email I needed to check out by 12pm the next day. I did not ask anyone to cancel my reservation. I made it entirely clear we were exploring options for a pool in the area. So, Shantili gave me not even a 24 hour notice, knowing I was traveling with 3 small children, have a full time job and my husband was out of town. So after some back and forth, Shantili told me my review was trying to ruin her reputation and so they need me to leave. Trust me, she’ll run this place into the ground, not another bad reviews. Hysterical that she can’t handle the truth. I updated this one for you, Shantili. Hope you’re more satisfied with this one ;) !

DO NOT STAY HERE.

I can promise if you book here you will be disappointed with many aspects. The cleanliness is ok, the room rugs, furniture and bedding is always damp, it’s gross. There are bugs in the rooms. the communication is extremely poor - especially from the GM, and the staff is not allowed to make any decisions without contacting the GM, who doesn’t take their calls. Marriott really disappointed us...