Chestnut Hill Hotel — Hotel in Philadelphia

As a Chestnut Hill College alum, I always admired the Chestnut Hill Hotel and wanted to stay there when I came for a return visit to Philadelphia. My fiancé and I planned a trip to visit the college and my friends and booked a night's stay. The day before we had planned to arrive, I became unexpectedly ill and was hospitalized. At 5:30pm the night before we were due to check-in, I spoke with the manager on duty, Michelle, and was given the upmost disrespect because the time to cancel had passed 2 hours before. I expressed to Michelle that I was not ill with just a cold, but have a medical condition that would require hospitalization. No sympathy was given and Michelle was curt and was quick to get off the phone with me. My fiancé called later that night to see if anything could be done with the charge for the room. While we understood the cancellation policy, our cause for cancellation was extremely unexpected and we were not looking forward to paying $200 for a room we would not be able to use. Michelle spoke with my fiancé with attitude and disrespect and when he said is there anything else you can do given the circumstances, she replied, "Fine,I am going to put the charge in full through immediately" and promptly hung up the phone. The next day, the day we should have arrived, my fiancé spoke with the general manager, Tardu, who was extremely kind and courteous. He expressed concern with our situation, asked about my condition, and tried his best to work with us. The only solution to not being charged was if someone called that day to find a room they could give our reservation to them. However if no one called, he would keep the charge on our card but offer us a room on credit for whenever we returned. Fortunately, someone did try to get a reservation and the general manager called back to say they would remove the charge off of our credit card. While the general manager was extremely kind with working with us during a situation that was out of our control and was a very painful time, both physically and emotionally, the customer service that was provided to us by Michelle has left us with quite the sour taste in our mouths. The next time we return to Philadelphia, we will be...

Let’s start with the important bits: our room was perfectly clean, bathroom was stocked. bed was very comfortable, we were in a king suite. Bedding and pillows were good quality and I’m usually picky. -nespresso in the room is convenient if you don’t want breakfast breakfast is a small scale buffet, there’s a waffle machine, baked goods, toast/bagels. For a boutique hotel i did expect more but it was fine for a free breakfast. it was a very comfortable room, maybe a bit outdated for the price Over all experience: -our stay here was an odd one for us. We came to Philadelphia from NY to see the TS Eras tour, which means we were going to be checking in late. I had called the hotel prior to ensure a late check in would be okay, they confirmed yes, we could check in anytime after 3pm, but not before, meaning we wouldn’t be able to check in and get keys until after the show. Night of our stay rolls around and by the time we get out of the parking it’s 1 am and we have a half hour drive. I tried to get in contact with the hotel to let them know we were on the way but there was no answer. Once we arrived we have some hiccups with getting checked in, the attendant was not readily available and the system was “not working” so we were given our room keys. My big issue with this is that the attendant did not check my ID or credit card or verify even a name on the reservation. I totally understand we were checking in late but that felt incredibly lacking in the security department, we definitely were worried about being given the wrong room.

In the end, i called the hotel twice to follow up with the GM who did get back to me and heard out my complaints. As someone who worked in a customer service position for a decade, i was pretty pleased with how the front desk attendant in the morning and the GM handled our concerns.

If I’m ever in Philadelphia again, I’d definitely give this hotel a go again, maybe with an earlier check...

I have had the pleasure of staying in the Chestnut Hill Hotel for the month of November and into December. All the employees greeted me with hello and have a warm smile. John the manager of the hotel is very hands on and makes sure everything runs smoothly. I had to keep extending my trip and he was very kind and made sure I always was able to extend my stay.. He is active and makes sure everything is running smoothly. The rooms are extremely comfortable. | I was here during the Thanksgiving Holiday and was invited to the Thanksgiving dinner. |The Front desk employees Michele, Jillian and Deniece will take care of all your needs and are always welcoming and eager to help all the guests. They treat you like a friend. They help any way they can to make your stay pleasurable.for everyone. It's home away from home. The best part is on the weekend when they pop popcorn and tasty treat for the holidays.|Calva is the housekeeping supervisor she helps with breakfast and many other things that makes the hotel shine. Monty is here in the morning making sure there is buffet breakfast. He is always refilling the food, There is a waffle maker that everyone liked. |Johanna, Letia, Kerline and Charelle always make sure that the rooms and the hallway are clean, providing towels and anything else that is needed. The hotel is sparkling. |I am so happy I chose The Chestnut Hill Hotel and...