Club Quarters Hotel Rittenhouse Square, Philadelphia — Hotel in Philadelphia

Thank you for bearing with me as this is a lengthy explanation. I’ve stayed at Club Quarters in Philadelphia many times over the years but these days loyalty seems to count for very little. My cousin and I had both booked a 3-night stay 11 months in advance. I booked through Expedia and he booked through an Expedia partner. We both paid in full and received confirmations. But when we arrived at the hotel on March 20, 2025 my cousin was told by the front desk that his reservation had been canceled. Apparently it had been canceled, remade, and ultimately canceled 4 times! Clearly this was some kind of mistake. The gentleman at the front desk told my cousin to contact the Expedia partner (super.com) which he did. He was on the phone and in a live chat for the next 90 minutes and was assured by the customer rep that everything would be ok (ie, that the reservation was in fact valid and would be reinstated). But when we returned to Club Quarters at 4pm after our event my cousin learned that everything in fact was not ok. The hotel would not reinstate the reservation even though plenty of rooms were available. So my cousin requested and was granted a refund from super.com but was now in the problematic situation of not having a place to stay for the next 3 nights. So back we go to the front desk at Club Quarters to speak with a different employee. She verifies that rooms are implies that my cousin should be able to book a room at the rate he received 11 months but that he must do that through what is presumably the Club Quarters corporate office as the hotel in Philly doesn’t take direct bookings. So my cousin calls the 800 number, is told that rooms are indeed available, but that the best rate is now roughly double what he originally paid! Now we’re running out of time before our next event so my cousin ends up booking a room at a Doubletree roughly 5 blocks away for hundreds of dollars less. Club Quarters just lost two customers for life AND they have a room sitting vacant for 3 nights. I’m sure the CEO of Club Quarters will never see this review but this type of poor customer service is inexcusable. If I could give 0 stars for customer...

I am not somebody who normally leaves reviews but my experience at Club Quarters Philadelphia was the worst hospitality experience I have had.

I planned to stay at Club Quarters Philadelphia for three nights but, due to some rearranging of plans, I had to book my stay using two reservations. When I checked into the hotel, I explained the situation and was told it was no problem and that I could keep the same room during my stay. My first night stay was fine, a perfectly comfortable hotel in the middle of the city.

The next night I returned around 11:30 from a long day working an event. I went up to my room but my card didn't work and I heard voices in the room. I spoke with the front desk and they were surprised and said the day manager must have made a mistake and had given my room away.

They apologized and my said my luggage had been moved to another room. I was tired, a bit annoyed but went to go to sleep in the new room.

To my surprise my all my clothes, personal items, work papers, and electronics had not been moved to the new room but were now missing.

Over the next two hours the the staff looked for my luggage and at one point told me there was nothing they could do tonight and they would be able to sort it out in the morning. I explained to them that I had an early morning meeting, needed fresh clothes and the paperwork I had brought with me.

Around 1:30 in the morning they found my luggage but several of my items were missing including the paperwork I needed. The hotel had and has had no explanation for this. I spent the next day sleep deprived and ill prepared for my work event.

To their credit they reimbursed me for the two nights but then haggled with me when I asked to cancel my reservation for the third night and be booked at another hotel.

They also offered me two nights free stay at any of their locations but to be honest I have never had a worse experience at a hotel and don't feel like they are a safe...

Well located, near shopping, dining, and the convention centre.

We were booked into this hotel for a convention, by someone at our company. As I work with my husband, we had a double occupancy room, but they only have queens: no kings, and no two-bed options. The queen bed felt small and we didn't really have a good night's sleep while there. There are pointy light fixtures attached to the headboard that are sort of in the way for sleepers. And there was no outlet for charging on one side of the bed (inexcusable! it's 2025!).

The building is old, and the room was an awkward shape, though not small. Two occupants, but space for only 1 of us to work, with only one desk chair. No real space for two open suitcases either.

Bathroom was adequate but small. Not great water pressure in the shower, not hot enough either. Toilet is butted up against a shelf in an uncomfortable way. The sink only gave a trickle of water, that never got hot.

They didn't give us fresh towels every day, or even every other day.

There was a filtered water station in the hallway which I really appreciated. I wish all hotels would do this!

There was no fridge in the room, which is a huge problem. They did offer ice on the 12th floor in small buckets, but overall that setup was inadequate for keeping cold drinks on hand.

The lobby was actually kind of nice, and they offer free coffee 24/7.

I had some check-in problems bc of my own company's booking process, and the very friendly front desk staff worked hard to help me out. They were great. On check-out, I really needed a receipt because of said check-in issues (I need to get reimbursed!) and they still haven't emailed me a receipt. I asked at checkout, and they seemed to update my email address. But I didn't get a receipt. I've since followed up via email. Still no response, no receipt. Would happily bump that one-star service rating up a bit if they would...