SpringHill Suites by Marriott Philadelphia Langhorne — Hotel in Middletown Township

This hotel protects Child Predators' and victim blames. ||||Backstory...||||I booked the hotel from December 25th, 2024 to January 2nd, 2025 for a family vacation I had planned with my 5 grand children. I travelled from out of state, and had only seen this hotel online. I initially picked it because it had a large enough room to accommodate all of us and there was an indoor pool. The hotel was very outdated and has a moldy smell, however, we arrived to Philadelphia at 10pm and got to the hotel at 12am. Between getting our luggage and the car rental it took a while and the kids where exhausted so against my better judgement I decided we stay. We were in town visiting family and I figured we would be out most of the time anyways. The first couple of days were fine, it seemed pretty quiet. On New Years eve we spent the ball drop with family and returned to the hotel at approximately 12:30am. I parked the truck at the front entrance to let the kids out and to bring in some bags that we had. My oldest grandson (16yrs old) walked in with the other kids, bags and the key. I went to go park the car. I parked and the front desk concierge Ashley let me in and I walk up to the elevator door waiting for it to come down. When the door opened there was a man with a ski mask on blocking the entrance so I ask my grandson if everything was ok and he shook his head no. The guy moved out the way and my grandson pushed the cart out and was visibly afraid. The elevator door closed and I asked him what's going on. He proceeded to tell me that the man in the elevator was making sexual advances towards him, soliciting him to go to his room and touching himself in a sexual manor exposing himself to my grandson. We notified Ashley and the Police were called. About 7 officers arrived on scene and took a report. Ashley advised me that the man with the ski mask on had come in with a woman and two small children about 20 minutes before us, took them to their room and began going from floor to floor suspiciously and that he was seen on camara (this is important). After the report was filed we returned to our room and i asked my grandson when did he first notice the guy and what exactly transpired. He then told me that when he and his sisters went to the room he didn't notice anything strange but when he came back out of the room with the cart he noticed the guy about to knock on a door, turned around behind him and followed him onto the elevator. He said he didn't want to make it weird although he did find it strange that he wore a ski mask (the kind robbers use to conceal their face) and was dressed in all black but he tried to remain calm. When the elevator door opened we were face to face and I looked him in his eyes. I could also see some skin around his eyes. The next day after a very restless night I went downstairs to speak with the manager Melissa Thomas because she wasn't there when it happened and the GM Shaneka Rolle was out on vacation. After speaking with Melissa it was very apparent that her only interest was to protect the hotel and not the safety of her guests. The first time I spoke with her she said that if we felt unsafe that she could accommodate us to another hotel. I told her I wanted to talk everything over with my daughters and that I would give her a response once we came to a decision. After speaking with my daughters I went back to Melissa to ask to get relocated and she said the best she could do is refund me for two nights and that there was nothing else she cold do. So we decided we were going to check out early and stay somewhere else. As I was standing at the lobby about to go back upstairs I am overcome with emotions realizing that I am face to face with the same man that last night was wearing the ski mask, However, I could now see his face. He still wore the ski mask, but as a skull cap but you could clearly see that it was the same one he wore the night before. I could see the eye cut outs. He was also wearing the same clothes/shoes he had worn just a few hours prior. I proceeded to tell Melissa that's him, that's the guy. He had a woman and two small children with him. Everything lined up. His wife heard me and started screaming, what do you mean that's the guy. How dare you accuse my f**king husband. She said he was with her all night and cursing was at me. His demeanor was calm and he kept telling her relax babe, relax, relax. In a very calm voice. Melissa started screaming at me to go upstairs that she would handle it. But she did nothing. In fact she began began defending him, apologizing to them and essentially took their side. When I came back downstairs I asked Melissa if she called the police she said she did not. I asked her if the police got copies of the camara footage and she said the hotel only has two camaras. One in the lobby and one ill the pool area. I know it was him and no one did anything. What was suppose to be a wonderful vacation turned into a traumatizing experience that will have a lasting effect and nothing has been done to date. I am truly disgusted with this hotel and its staff. The disregard and lack of empathy shown is very disheartening and I wish this on no one. If I could give this place zero stars I would. I do not recommend this establishment to anyone and to think that this hotel is associated with The Marriott Hotel brand is...

Rooms are spacious and most of the staff is great (Bruce and Pam went over and beyond!!!) but the general manager Shanika ruined our opinion on this hotel experience! She should not hold the position she has! She is unprofessional, rude, and does not do her job… instead makes the guests try to resolve issues as she humiliates them in front of other guests. We stayed here several weeks and she had another employee approach us to tell us this is not an extended stay hotel (although the kind lady next to us was there for several months on an extended stay discount price). So we booked our reservations through third party apps to save money. Friday 2/14 we went to the desk to check in and had no issues. Saturday morning we go to check in and Shanika says we have a balance because they did not get the funds from the app for Fridays reservation and tells me I have to contact them. I had to cancel my plans for the day and spent all day going back and forth because they reached out to her and she said to call back she was busy. Then she leaves and tells us nothing! Sunday we go to check in and Melissa (other manager) says the issue was resolved and checks our account for us and said there is no balance. Monday morning Shanika refuses again to check us in to our paid reservation, so again I’m on the phone all day even taking my phone down to her to talk to the third party app and she just walks away to let someone else talk who had no idea what was going on and again she just leaves. So now we have no key card for our room and can not access the pool spa gym laundry room etc that is included in our paid reservation. Late that evening Empira lets us check in but states that Shanika will not let us book the room again until the balance is paid. So Tuesday our friend paid the balance and 2 additional days. But when we asked for a receipt for the payment so we can submit it to the 3rd party app to get our refund we could not get one and was told the reservation had been voided (why void a payment that was made to pay a supposed balance). A month later and the 3rd party app is still trying to get a hold of Shanika so they can issue my refund! Then after our 2 day reservation we are told our room is booked and no rooms are available. My mother and I are both disabled and my son is autistic and we have no vehicle. So now we had to rent a U-Haul to leave and sleep in (in below freezing temperatures) that night because no hotels in our price range were available and we had just spent $98 on the U-Haul. We never presented any problems and were good customers for several weeks and were treated like we were low life garbage by Shanika the general manager and it was completely unacceptable! I am disgusted and will be contacting Marriot about this horrendous situation!… that STILL isn’t...

1. The hotel is right across from Sesame Place. It’s easy to walk there with a stroller and there are crosswalks.

2. They had taco night and wing night. I missed Taco night on Friday but I was there for wing night on Saturday. The wings were fatty but they were free and well seasoned (I thought). They had little squares of frozen cheesecake with strawberry sauce that was great and battered cauliflower and mashed potatoes.

3. They had hot free breakfast, pastries, cereals, and yogurts. They had a waffle maker and a pancake maker.

4. The indoor pool was closed on Saturday. I did not check on Friday.

5. They had coloring sheets and crayons for the kids. Saturday night they were out of Sesame Steet/Place coloring sheets but they had them Sunday morning. The crayons only come in red, blue and yellow.

6. They had a survey for the kids to take. They theoretically have a survey for adults to take once you check out.

7. My father insisted on writing Spanish on the paper we left for the housekeeping individuals. I don’t think they speak Spanish. I think they speak English.

8. I had a crick in my neck after I woke up the next day. I asked for a thick pillow at the front desk upon which she informed me it was in the bag in the closet. I used that the second night and woke up fine the next morning.

9. I did not enjoy the Turkey sausage but the pork sausage was good. They have gochujang if you want to be fancy with your scrambled eggs. I stuck to the ketchup was was perfectly serviceable. I think it was branded ketchup. Maybe Heinz. My dad had the gochujang and he said it was good.

10. My mom liked the taco night.

11. We asked for late checkout. At first they couldn’t accommodate but Tyheira came over specially to let us know we could check out at 12 pm instead of 11 am. Thank you Tyheira!

12. The sheets and towels were clean. We didn’t have enough towels so my dad asked for an extra. They didn’t have one so I asked for an extra and they said they would bring one. My dad said they brought him one later. Saturday night I asked for another extra towel and they gave me one from the front.

13. On the whole, customer service was great. Everyone was very friendly, or if not friendly, professional.

14. I booked my stay on Hotwire. I had to change the name to my mother’s name and there was no issue.

15. They may have upgraded our room but I am not sure.

16. They didn’t pick up our garbage. They did switch out our towels and make the bed though.

Thank you Springhill Suites for a...