Residence Inn by Marriott Philadelphia Bala Cynwyd — Hotel in Lower Merion Township

EDIT 7/1/25: I USED to love this hotel…. Due to the front desk service (DOMINIQUE), I will never return here when I visit Philly. Her attitude is absolutely disgusting. I walked up to the front desk and said hello to her and her face was turned up like I called her out of her name or something. Then when I came back down to speak to someone about a mix up with my room, she looked at me, rolled her eyes and whispered something to another employee standing by the front desk. Idk what her problem is but she needs customer service training or to find another line of work. I’ll never act of out of character for someone like her but she’s gonna come across the wrong person that’s gonna snatch her from behind that desk one day. While I was printing my explore form on their computer in the lobby, she SWITCHED MY ONE BEDROOM SUITE WITH A BASIC STUDIO ROOM. I wish Ms. Hashanna was still here! Marriott lost a good one when she left this property. These new ones here, terrible. Room was muggy, 2nd floor, view of the air ducts and dirty landing. Not to mention the full blown conversations I can hear from my room through the VENT to the room below (or above) …. Wish I could include the videos I took. Just terrible this go around. ALSO, “manager” MICHELLE and front desk agent KYRA was ADAMANT about NOT honoring my Titanium Elite benefit of late check out bc my reservation was booked under the associate’s rate. I have spent THOUSANDS with Marriott without using the explore rate and still experience this mess… Once again, being treated like dirt beneath someone’s shoe bc I used the associates rate to book a room. Insane. Sad case. Do better.

Summer 2023: I have to say, I rarely do reviews on hotels because I travel SO much for work and just never find the time to do it when I leave. However, every time I’ve been here in Philly to visit relatives, I prefer to stay at the Res Inn Bala and when Ms. Hashanna Tyler is at the front desk, I ALWAYS have a SUPER smooth check in & GREAT guest service. She is ABSOLUTELY AMAZING! So pleasant and welcoming. Marriott is lucky to have a gem like her… especially during these trying times where customer service is terrible in MOST places! Thank you for always being so professional and polite Ms. Tyler. And for remembering my last name whenever I’m in town as well! You’re awesome! :) Also, the rooms are clean, spacious and whatever I need, I’m never nervous about calling down to the front desk in fear of catching someone with a bad attitude…

The ONLY thing I wish Marriott would change is their Benefit policy for Elite members that spend a lot of money (especially those of us that do it without a company credit card!!) Shouldn’t matter if I’m using a friends and family rate, I’ve spent thousands (double digits in just the last year) staying in Marriott properties (sometimes with TERRIBLE service and conditions) without a discounted rate and should be able to use my Complimentary Upgrades whenever I...

Good morning, I’m writing this review to make sure that the owner of this property knows how guests are being treated at this location. I received a called this morning at 10:59am in the morning stating that the card I had on file was declining or inactive there was no good morning how are you, my name is…..he simply crucified me because I'am an employee and under my employment rate which, I work hard for, that my reservation would be cancelled if I didn’t provide him a credit card over the phone! First since when do you take my card information and input it by phone? I could have given him anybody’s credit card information, he can’t check if the card is mine by phone. Is this how we handle our employees because of our rate being lower because we’re apart of the team? I’m disgusted by his tone his actions and his attitude! I had the rest of my week planned to come to your hotel and relax due to work being done at my house. Of course didn’t want to stay at my own location. Plus I’ve never been to your location which is fairly new, I would have loved to experience a more update Residence Inn with all the noise at my house right now! Neal Narayan is the rudest person I have ever had a phone call with and if he’s that rude over the phone I can only imagine how he is in person! I told him I would finish my shift at 3pm and I could provide a updated credit card by 3:30pm when I checked in he told me he didn’t have time for my attitude when he was the one calling me upset that my card on the app is outdated and kept mentioning Iam an employee. He also stated you were a franchise and he can pretty much do as he pleases. Neal needs to be trained on how to communicate and handle all guests because at your hotel I’m a guest not an employee! I'am going to go to extreme measures to make sure that his boss, bosses know how I was treated today! This is not standard procedure and you may be a franchise but your still under the Marriott Standards and he broke all of those this morning. Not to mention he hung up the phone after he stated he was canceling my reservation because of my status. Wow, he doesn’t know what or how or why I needed to make a reservation. I'am highly disappointed that staff gets treated like this by another property and after reading most of your reviews Neal Narayan should no longer have a job with his actions across the board. He’s done this to multiple people, I hope you all correct the action soon. I would love to come stay at your hotel when he’s not working.||Thank you best regards another residence...

Me and my family including our pets stayed at the residence in bala Cynwyd from January to July due to damage at our home from a nearby fire. I know that's a long time but between the insurance and contractors it became drawn out. I choose the Residence inn for our temporary housing because I was there for an outdoor event years back and i just loved the location. The hotel is right off of city line ave. down a very steep hill but when you arrive the first thing you'll say is beautiful. There's a walking trail, venue spot, 2 restaurants one on the roof called the Lark and the landing kitchen connected on the 1st floor which has the best onion rings and burgers. This hotel is not a full service but offers amenities and services such as gym, indoor pool and breakfast every morning.

The front desk staff are amazing Miss Paula was the first person we met and she reminds me of an Auntie who you can talk to anytime. Sydney always made sure i had my cookies. Lol yes they make cookies daily. Sydney and I had alot of good conversations and favorite days at hotel. Tati is outspoken with a beautiful heart , Dominique started at front desk closer to us leaving the hotel but this young lady picked up everything like she worked there for years All the front desk staff made sure me and my family had what we needed The housekeeping staff Nate, Lenny and Junior who always went above and beyond their duties always made sure the hotel was clean at all times and The head of housekeeping Miss Shay and General Manager Michelle are the sweetest ladies you will ever meet and very professional at all times. I can't forget Miss Helen who's kindness and friendship is in a class all by herself. Neil and Stu where always a pleasure to talk to as well.

Overall this hotel is a most go to and I really don't do reviews but we gained a new family and we will definitely be back for a visit, stay or something to eat in the very near future . I wanted to write more about the amazing treatment we recieved but I don't want to be overkill. It already feels like I wrote a book. So to end my family and I went through a nightmare of a time getting back into our home and the residence inn staff made us welcome. They all will be truly missed even the people I didn't mention.

Please note: If you are ever looking for a hotel in the main line area or Philadelphia...