Embassy Suites by Hilton Philadelphia Airport — Hotel in Philadelphia

I came to write a review from our trip last week, and saw @Footprints231567's review. It's so funny that they wrote about the pool being closed for maintenance unexpectedly. I hope it was to resolve the disgusting state we saw on Thursday (10/10). It was actually "frothy", and had an infestation of bugs. Our kids were revolted, and they had looked forward to going in the pool. We had two adjoining rooms, due to having 3 kids traveling with us. In one room, the "kitchen" sink was broken and didn't work at all. The cabinet was screwed-shut, and you could hear dripping inside it. The carpet in front of it was damp. It was obviously a known, but not fixed problem, having been screwed shut. The "kitchen" sink in the other room worked, but was separated from the sink's basin, and turned itself sideways. The carpet in front of this sink was also damp. The bathroom door in the first room was difficult to close properly, but we managed to close it. The shower in the second room was designed poorly, and opened into itself, which caused the shower to spray onto the shower door, and onto the floor. I'm assuming this is why the bathroom smelled mildewy. The soap dispensers were also mounted in the middle of the long wall, directly across from the shower door, making it difficult to stand normally in the shower. Not a big deal, but there was plenty of space on the shorter wall across from the shower head, and the more logical choice. Because our kids wanted separate beds, we decided to use the pull-out sofabed. The one in the first bedroom had potato chips and all manner of debris in it. The other was dirty, but better by comparison. No bedding in the rooms for either pull-out, other than an obviously dirty blanket, stuffed into the plastic bag. No pillows at all. We didn't get enough vouchers for the breakfast, which was surprising since you identify the number of people when you make the reservation. When we indicated this at the breakfast, we had to go to the front desk, but they tried to send us back to the breakfast. The two areas apparently had different ideas about how the breakfast vouchers worked, which identifies a significant management issue. At breakfast, it was a bit of chaos, and at one point, my daughter pointed out a plate that had something sitting and leaking on it, in the clean plate stack. The employee wiped it off so it looked clean, and placed it back on the pile for someone to use. A few other random issues: (1) There weren't enough towels in the rooms - you'd think they'd look at the reservation, and if there are 5 people on it, they'd give at least 5 towels. (2) One of the room keys didn't work at first, which wasn't surprising, but since you also use the room key to get in/out of the parking lot, made things difficult to get checked-in. (3) The internet didn't work great, and kicks you off multiple times. (4) The hotel in general was pretty dirty everywhere and just didn't seem like anyone bothered to take care of things. I know it's hard to get staff, and keep up with things. And we certainly don't expect perfection, and understand that things go wrong. That's a fact of life. But the volume of problems, many of which were clearly present and ongoing for a long time; plus the obvious band-aids on arterial wounds, made it clear this hotel had management issues, and not simply things going wrong temporarily. Problems like the poor design of the shower can't be fixed easily once the rooms are built, however the "foamy" pool and screwed-shut sink cabinet made it clear that problems existed for a while and weren't a priority to fix. I'll say that it's near the airport, and we didn't really notice airplane noises in our room at night. That's about the only decent thing I can say about this hotel. I'm a fan of the Hilton lineup, especially Embassy Suites, and this definitely has made me rethink...

I came to write a review from our trip last week, and saw @Footprints231567's review. It's so funny that they wrote about the pool being closed for maintenance unexpectedly. I hope it was to resolve the disgusting state we saw on Thursday (10/10). It was actually "frothy", and had an infestation of bugs. Our kids were revolted, and they had looked forward to going in the pool.|We had two adjoining rooms, due to having 3 kids traveling with us. In one room, the "kitchen" sink was broken and didn't work at all. The cabinet was screwed-shut, and you could hear dripping inside it. The carpet in front of it was damp. It was obviously a known, but not fixed problem, having been screwed shut. The "kitchen" sink in the other room worked, but was separated from the sink's basin, and turned itself sideways. The carpet in front of this sink was also damp.|The bathroom door in the first room was difficult to close properly, but we managed to close it. The shower in the second room was designed poorly, and opened into itself, which caused the shower to spray onto the shower door, and onto the floor. I'm assuming this is why the bathroom smelled mildewy. The soap dispensers were also mounted in the middle of the long wall, directly across from the shower door, making it difficult to stand normally in the shower. Not a big deal, but there was plenty of space on the shorter wall across from the shower head, and the more logical choice.|Because our kids wanted separate beds, we decided to use the pull-out sofabed. The one in the first bedroom had potato chips and all manner of debris in it. The other was dirty, but better by comparison. No bedding in the rooms for either pull-out, other than an obviously dirty blanket, stuffed into the plastic bag. No pillows at all.|We didn't get enough vouchers for the breakfast, which was surprising since you identify the number of people when you make the reservation. When we indicated this at the breakfast, we had to go to the front desk, but they tried to send us back to the breakfast. The two areas apparently had different ideas about how the breakfast vouchers worked, which identifies a significant management issue.|At breakfast, it was a bit of chaos, and at one point, my daughter pointed out a plate that had something sitting and leaking on it, in the clean plate stack. The employee wiped it off so it looked clean, and placed it back on the pile for someone to use.|A few other random issues: (1) There weren't enough towels in the rooms - you'd think they'd look at the reservation, and if there are 5 people on it, they'd give at least 5 towels. (2) One of the room keys didn't work at first, which wasn't surprising, but since you also use the room key to get in/out of the parking lot, made things difficult to get checked-in. (3) The internet didn't work great, and kicks you off multiple times. (4) The hotel in general was pretty dirty everywhere and just didn't seem like anyone bothered to take care of things.|I know it's hard to get staff, and keep up with things. And we certainly don't expect perfection, and understand that things go wrong. That's a fact of life. But the volume of problems, many of which were clearly present and ongoing for a long time; plus the obvious band-aids on arterial wounds, made it clear this hotel had management issues, and not simply things going wrong temporarily. Problems like the poor design of the shower can't be fixed easily once the rooms are built, however the "foamy" pool and screwed-shut sink cabinet made it clear that problems existed for a while and weren't a priority to fix.|I'll say that it's near the airport, and we didn't really notice airplane noises in our room at night. That's about the only decent thing I can say about this hotel. I'm a fan of the Hilton lineup, especially Embassy Suites, and this definitely has made me rethink...

We usually have a favorable experience at Embassy Suites, but not this time. The service was terrible. We landed in Denver at 4:26 AM, gathered our bags, and headed for the shuttle. We waited over 45 minutes in the cold. I reached out via their Honors app to chat and called the front desk several times but got no answer. Eventually, an agent answered and stated that the van was on the property but wouldn't leave until 6:00 AM.||I noticed that the DoubleTree, another Hilton property, would pass by without stopping unless there were people standing outside. With my kids cold and waiting, we were literally right there inside with a clear view of the shuttle pulling up. They didn't have the decency to stop for at least a minute. According to airport rules, they are allowed to stop as long as they don't exit the vehicle and leave it unattended.||I called back to the hotel to ask why they wouldn't stop, as it seemed silly to have a designated shuttle stop and then not use it. The agent said he would inform the driver that we were waiting. An hour later, the driver slowed down at the stop but just glided right by! I had to run after him, leaving the kids and all of our bags behind, just to make sure we didn't miss the ride.||Upon arrival at the hotel, the agent was flat and unwelcoming; he didn't even greet us. I offered my ID and credit card to signal that we were about to conduct business, but the interaction was just as dull. The only decent thing he did was grant us access to our room. Unfortunately, the bathroom was filled with rust and hair! The spout turned endlessly, making it an absolute nightmare. The refrigerator didn't work, and the phone in the room was also broken, so our $80 worth of leftovers ended up going in the trash!||Saturday morning got even worse. Housekeeping didn't come in until 8:00 AM, The agent seemed incapable of handling the morning chaos. With people eating breakfast, phones ringing, and guests standing in line for assistance, this agent placed all incoming calls on hold without ever returning to them. which seemed like a lack of critical thinking skills. It would have made more sense to attend to the person in front of her first, then finish attending to a call that had been placed on hold. Interacting interchangeably instead of clearing a line in front of you which only have 1 and 2 guest at a time. She had her cell phone propped up near the computer so I'm guessing she had more important things to engage in other than a call on hold! ||The questions from guests inside the hotel were likely quick queries that needed little effort. This young lady placed me on hold during several calls for an hour and a half without ever acknowledging my presence. I kept hanging up calling back just that long! I decided to allow the call to remain on hold and went downstairs to stand in the short line. I simply needed towels. This hotel lacked the organizational skills to have towels available overnight at the front desk for guests calling for them while housekeeping was closed.||We had non-refundable tickets to an event, and I explained that I had been waiting for over two hours for towels. I started asking for towels at 7:00 AM and finally received them around 9:30 AM. I literally refused to allow her to help another guest until she resolved my two hour issue. Her response, "want a job" so unprofessional, young and ignorant! I regret using some of my Diamond member points for this experience! I'm so exhausted that I didn't even feel like...