DoubleTree by Hilton Hotel Philadelphia Airport — Hotel in Philadelphia

I have alot to say so lets hope I dont have a character limit on my review. We stayed here memorial day weekend. We booked the room for Fri and Sat night, since we were attending a Post Malone concert Sat night. We paid over $600 for 2 nights on a classic room. Upon checking in, we noticed the place was close to the airport and maybe that provided conveince to flyers but it wasnt super close to anything else. There was not walking distance that would get you anywhere. Maybe that's cool to you all but once your done reading this you will understand the pain you have to endure driving everywhere . Parking at this place is absurd. Entering and exit gates are in the parking lot. Probably to keep random people from parking their cars there but provide paying customers such a nuisance to work through. At check in they offered us free cookies ( we bypassed at the time) while casually explaining parking was additional $25 a night. Like wait what? A $600 stay and I have to pay to park? Trying to understand their crazy parking gate service, left us back at the service desk everytime we tried to exit or enter. Entering you had to hit the "get ticket" to open the gate. Front desk said you get the ticket at the gate, validate the ticket inside and then scan the ticket when you exit. Scanning the ticket at exit never worked. Hitting the help button meant waiting for help. Or you could just enter your credit card to charge it $5 to open the gate. It was crazy pain. If you want to run out and get something....Goodluck.

Entering our room . It was clean and neat but wait...hold on....where's our mini fridge and microwave!? I called the front desk who said only the suites have those, not the classic rooms. What's classic? 1990's style? So now , the microwave and fridge are extra money? Dont take food or drinks with you if your trying to keep cold drinks or heat up food. So, if you get hungry at night...or want a cold drink your either buying their $5 bottle of soda, getting ice in a bucket, ubering drinks or food to your room or battling their parking gate system to and from.

The bed was wonderful. I loved it. I slept like a baby. Wish I had those pillows at home. Somehow we were on the 2nd floor but our window looked out over part of their roof. We couldnt see anything else but ROOF. Hell we don't really need this window now. The shower was nice and hot but I'm 6ft4 and the shower head came to my nose so be prepared to crouch some to wash your hair if your tall. The water pressure in the bathroom sink was low and the tiolet felt like it was "trying" to flush more than it was flushing. Thank goodness neither one of us performed a sturdy #2 or we may have had to call the front desk again. We didnt have any noise issues. May have heard the water running next door but nothing bad. Trying to log into wifi redirected us to pay $5 a day. No, not gonna do it. Back to the front desk for an explanation. They did give us a password to use.

Every hotel I've been in provided free breakfast. Yeah Im sure some dont but at $325 a day I'd expect a free breakfast buffet not a free cookie at check in. That wasn't the case here. Breakfast was an extra $17 a person.We skipped breakfast.

Saturday night after the concert we drove back and forth inside the parking lot gates for 30 mins trying to find or wait for a parking spot. OK, let me get this straight...$300 a night for the room and $25 a night for parking....and there's no where to park?? Well, I guess I'm back inside to the front desk. Standing at the desk...someone in front of me was complaining they had no where to park either. It's 1230 am we are tired and two cars from paying customers have no where to park. The service lady was helpful and came outside to show us where we could park the cars overnight.

Im giving double tree 3 stars. I could sum the rating up like I always do but at this moment all I can think about is "I should have taken that damn free cookie" maybe just maybe it would have been the best damn cookie I ever had. But...

This is a nice location since it's close to the airport, stadium, and the city center. However, the service attendant(s) need a lot of customer care training and support. The service was the most unpleasant part of my experience.

Upon arrival, I was not acknowledged, not even with a glance, by the attendant, Taryn, until it was my turn to be assisted. Taryn was the point person for nearly the full duration of my stay and they really don't have customer appreciation or support skills. Once I checked in I was handed a key. No information about amenities, services, procedures, nothing was articulated. If you stay here and Taryn assist you be prepared to ask a whole lot of questions. This is not a typical, well-managed or maintained hotel. Towels will not be brought to your room, you have to get them yourself. Your room will only be attended to every other day. The restaurant opens at 4 and closes at 11, and I'm not sure if that's everyday or not.

Also, you must ask for the wifi code and procedures for check out if your flight leaves after your check out time, and be prepared to wait at least 45 minutes for the shuttle pickup from the airport. There will be no menu in your room nor a qr code to access this information. You'll have to walk down, place and order and wait to bring it back to your room - no one will call you once your order is ready and certainly no one will bring it to your room. You're paying for the Hilton name only! The service is the equivalent of Motel 6. Well, at least they bring towels and provide daily turn down service.

What is most upsetting is that none of the previously mentioned information information was offered to me upon arrival. I had to call and ask about the restaurant menu and time. I even had to ask what floor the gym was located on. I did t even bother to aske about a pool because of the weather but I wasn't told if the hotel had a pool or not. I learned about the every other day clean-up when my room was left unattended to for a full day. I learned about the towel pick up after water from the shower flooded the floor, and I was still damp when I picked up clean towels because only small towel were left after the clean up. Also, I had to store the wet towels in my room or make a second trip to go down to turn those in since no one would pick them up.

I really love the Doubletree and for years have been a customer. I was so disappointed with this visist and now I will think twice before staying here.

I also need to share that, upon arrival, I clearly told Taryn that I did not have a car and they still charged me $20 per day, and I had to resolve the issue with management. I also told Taryn that I had a Hilton Honors membership and Taryn, for whatever reason created a new one. This was another issue I had to resolve with a customer service agent. Oh, and when the customer service agent called the location on my behalf, he was hung up on immediately and had to call management.

The whole mess took over an hour by phone to resolve. I wouldn't put this much time into a review if I didn't think these were big problems but I'd hate for anyone else to have to go through what I went through. It was a two-day continuous cycle of poor service.

I strongly recommend providing Taryn with ample customer service training so other visitors will have a...

Stay was awful!!! Not only were the staff very rude, but the rooms were in horrible conditions as well. Felt like the staff have not been properly trained in hospitality!!! When checking in it felt like staff was having their own conversations and I was just another check mark on their to do list. I asked the staff questions on multiples occasions and all I got was “I think”, “you should be fine”, “I’m not sure”, and worst of all “feedback could be given at the end of your stay through an email I think you will receive.” My feedback wasn’t for a later date it was for the now so that my stay could be made better since I was having a horrible experience thus far. Aside from the staff not being polite the rooms were not maintained and at one point I just stopped caring because I was scared of getting in a room that was worse. First room had the toilet handle broken, air was stuffy and musky like someone had smoked in it, and there was a lot of messed up furniture. Called front desk and all they said was then can send a technician as soon as possible but because I obviously couldn’t stay in a room where I could not use the toilet I had to ask to be moved. This should have been the first thing I was advised by staff but as I mentioned looks like they are not trained in hospitality. The next room I was in was even worse. This room had no air circulating and when looking to see if there was any air vents there was only one small vent on top of the bath tub which was filled will mold and dust. This room also had messed up furnitures but even the wall paint was chipping off. When I tried to take a shower the shower gel bottle was broken, there was a dirty used rag hanging on the curtain, the ceilings had yellow gunk and mold, then even he ceiling part where the mirror was had chipped parts to it and mold all throughout. And I forgot to take a picture but the shower curtain had mold all over the bottom of it you could see big black spots and lines all throughout the bottom of it. This the point where after other occasions and asking for assistance I just told myself I had to leave it be because I did not want to get moved to a worse room. I only had a two night stay but never going back. I woke up with bad allergies and like I could not breathe because even after having the air at 60 degrees all day it was not cold nor was their air circulating. When asking for assistance to speak with someone who could hear me out both in person and over the phone the front desk staff ignored me, basically told me to deal with it, or transferred me without even letting me talk and just disregarding me. NEVER STAYING HERE AGAIN!! If I could give the hotel zero stars I totally would!!!! For those planing on staying hope this helps make your decision. Something I have learned from this experience is don’t have faith in the service of what a hotel is supposed to provide. Double or triple check everything in your room before you unpack and relax to ensure that you are getting the best experience and getting what you deserve after having to pay...