Courtyard by Marriott Philadelphia Downtown — Hotel in Philadelphia

The worst front desk check in experience I’ve ever encountered. Check in time is at 3pm, so we arrived at 2:55. They informed us they needed a few minutes to finish preparing our rooms but there were no parties ahead of us, which was fine, but then as 30 minutes approached I asked for an update, as I had medication that needed refrigeration and they said there was nothing they could do. Jacob at the front desk then said “there are a few parties ahead of you” although 30 minutes prior he assured us we were next to receive our room. After back and forth, Tiera was somehow able to find us rooms which pushed us to checking in an entire hour late. When we originally began the check in process I informed them I was traveling with a service animal and showed the necessary documentation. I was prompted to fill out a form which I did and Jacob assured me that was all they needed.

Upon check out on Sunday, they deactivated our keys 30 minutes prior to check out time. Tiera also told us we were good to head out and nothing was required of us to check out, although 10 minutes later I got to my car and saw that she had added a pet charge to my room. I then had to go back and dispute this charge with her and inform her that service animals do not require pet fees. Overall, the front desk lacked customer service skills which is typically required in this type of environment. I will not be staying at this hotel again and would not...

I had a few significant issues here. First off there was no drop off area or signage. I realize this is a city but there was a valet reserved spot but not a check in reserved spot. Next came parking. Parking here through the hotel is around $70 a day when almost all of the parking lots nearby are cheaper. I got one that was only $40/night. Next came check-in. I did book through a conference but it seemed that my info didn't transfer correctly. I did request an early check-in (I always do and never have problems). Not only did I not get welcomed as a gold member but my room wasn't ready. Then I was told to come back at 12:30pm and I was still denied a room and told to come back at 2:30pm. However when I asked more firmly they did accommodate my request. The room itself was just ok even though it was recently renovated. The hotel restaurant is a joke. One person runs the whole place. It took a while before being welcomed and told to sit anywhere (a sign could help here). And then I waited 20min to get my order taken and it was never taken. Waste of my limited morning time so I took my business elsewhere. At check out I was rushed out pretty quickly and I wasn't asked how my stay was....this place needs some better management for a Marriot it was one of the worst ones...

The check-in experience was disappointing. The staff at the front desk were not welcoming, which set the wrong tone for the stay. Although we had booked a city view room, the only view from our window was directly into a brick wall of the adjacent building and a peek-a-boo corner view to the city beyond.

The next day, after a long day of sightseeing, we returned in the late afternoon expecting a refreshed room, only to find it had not been cleaned. For a hotel of this standard, this was frustrating and below expectations.

While the location is convenient, the service and room assignment fell short. I hope management takes these points seriously, as these issues made an otherwise promising stay far less enjoyable. Addition edits: I also learned today that I was double charged for this stay. I used my credit card points to book the stay which I also stated at check-in. The check-in staff confirmed this. However when I reviewed my online statement today, I was charged for the 2 nights I stayed (plus 2 pending charges for incidentals which are typical and expected to be dropped). No receipt was given or sent to me for this additional room charge. I’m on the phone with courtyard now...