Hilton Philadelphia City Avenue — Hotel in Philadelphia

This was a mediocre stay at best. The indoor pool is small and shared with the hotel next door and it was not heated during our stay and all the towels were gone when we arrived. Then the person who came to replenish the towels said that it was a group of boys who used all the towels, which was probably correct but if you saw this, why didn't you come to replenish the towels. ||The room itself was okay, the water pressure was weak but probably because there is no door to the actual shower. Bed was comfortable but the USB plugs didn't works.||The worst part was breakfast. I literally waited over 2 hours or my food. When I went downstairs at 9:15am to order food to go there was a line, I waited about 15 minutes in line. There was one person on the cashier who was ringing people's order and making coffee based drinks. After 10 mins, the other lady who was taking orders to the tables, went to the other register and took a few of us. She stated that she was new and took a minute to take our orders but not too long. After placing my order the line did not let up so I patiently waited in hopes that the food would not take too long as my daughter and nieces were upstairs by themselves.||After 45 minutes, I realize that a couple who sat in the chairs in front of the cash register where I placed my order where getting up and leaving. I found this odd because no one was there when I placed my order so they came after me and got there food and finished eating while I was still waiting. I asked the new waitress about my order, she said she would check and then came back and said that the chef was cooking it now. There were plenty of angry customers yelling and expressing frustration, but I was patient and kind seeing that they were obviously overwhelmed. ||At this point, I went to the front desk know that we would not make the 11am checkout time and asked for a late checkout. At first they said no, but then I expressed that I had been waiting at the bar for an hour for my food and they granted an 1 hour late check out.||I went back to the bar to wait and after 20 mins I was told that my order was not in the kitchen, I've been waiting 1 hour and 20 mins at this point. I was offered comped item on my bill, which I accepted and waiting again. After 30 mins I received some of my food, but not all of it. 10 mins later I received 1 of the missing items, but was still missing food. ||At this point I got back in line because neither waitress came to check on me or checked on my missing food items. After waiting in line for another 10 mins, I get to the front and now I am asking for a completely comped meal due to the unreasonable wait. While they agreed, the one waitress frustration was expressed thru her tone like she did with several customers as she asked me to write own my room number and they would later go thru the receipts as I had charged to the room. She goes and checks on my food still and when she returns she says she will stop everything and look for my receipt right then and there, which was appreciated since I waited patiently so long and never once yelled or raised my voice as other customers who had maybe only waited 10 mins for a coffee did, I remained respectful. She found my receipt and comped the full meal. ||Finally 1 of my 2 missing items came out and I just gave of waiting for the other item as I needed to get upstairs to do my nieces hair so we could check out. She told me to leave a review of 1 star because management doesn't listen and that they really needed more help. While it is true they need more help, they also need to figure out a system. As I sat at the bar, there were open boxes of delivered croissants and other pastries and then when the 2 waitresses would buss the tables, they pilled the dishes up on the bar right next to me. These dirty dishes remained the entire time I was waiting. ||I planned to leave this review anyway as I am a travel agent and the hotel is going on my "Do Not Book" list for clients, thankfully I do not book a lot of domestic travel but it's unfortunate because Hilton is one of my preferred brands for clients and this is my first...

I visited Philadelphia for the first time last week and selected this location due to the proximity to the event I was attending. The check-in process was easy, and I had no issues. My primary issue was the day after check-in. I had a random charge of some dollars and cents posted to my account the day after I had checked in. I immediately called the front desk and spoke to whom I believe was the manager. She stated that she could see the charge but had no idea what it was for. She stated that it could possibly be for a rate change. I informed her that I had reserved the room in February and was quoted a price, so it should not be that. She stated that she did not know what it was for, but she would look into it and get back to me. I went to the front desk because that was not satisfactory for me and spoke to another woman at the front desk. She stated that she could see the charge and even read back the last 4 numbers of my card. She stated that she did not know what it was for, but she would have the manager call me. I returned from my event to no missed calls or voice messages that evening. I attempted to speak with someone again regarding the issue before I checked out Monday and flew back to Texas. The same front desk woman stated that she could not assist because she could not go back in the previous days to see the charges, but management could search by my last 4 card number and investigate. She assured me that I would receive a call when she arrived in the office at 1 pm or 4 pm but by the time I returned to Texas. No follow up calls received. I contacted the Hilton customer service line and they suggested that I call again the following day once they receive my final receipt. I checked my account and the charge for the random amount was still there as well as an additional charge for a soda that I had to swipe twice for because the man at the front desk stated that it didn't go through. I called customer service again and they spoke to the Hilton Philadelphia staff. Now, they are stating that the random charge is for a credit card authorization. That does not sound correct to me. I explained that I understood the additional charge of $150 for the 3 night stay that will be returned to me but not the random amount charge. I escalated the issue further to speak to a customer service manager. I told him that I have never heard of being charged a additional credit card authorization a day after check in for a random amount with change and it looks as if someone in the hotel manually went in and charged my card. I further explained that I recently had to change my card because of fraudulent use and the hotel's actions, including lack of follow-up and explanations, were extremely concerning to me. No where in their website or receipt did I agree for an additional charge to use a card outside of the one that is expected for incidental use. I am not satisfied with the hotel's response of stating "well it will be returned in 5-7 business days." It should be returned immediately because I didn't authorize this charge anyway, and even the extra soda charge hasn't fallen off. I would be very wary of staying at this location with your financial information. Also, the water pictured in the website is from a reservoir. The room furniture is worn and dusty, and it smelled heavily like smoke each night. My bathroom sink stopper did not work so we had to lift it by hand each time we used it. I even accidentally touched a previous customer's dried contact on the desk by the phone. I continue to not be satisfied with the hotel's actions and would like some type of resolution outside of the 5-7 business day response. It sounds like someone in the hotel messed up and did fraudulently manually charge my card and now their response to customer service is that it was for a credit card authorization when before they had no idea where that charge came from. For reference purposes, I checked in on Friday, May 31st after 4 pm. The additional charge was posted Saturday, June 1st in the...

This was a mediocre stay at best. The indoor pool is small and shared with the hotel next door and it was not heated during our stay and all the towels were gone when we arrived. Then the person who came to replenish the towels said that it was a group of boys who used all the towels, which was probably correct but if you saw this, why didn't you come to replenish the towels. The worst part was breakfast. I literally waited over 2 hours or my food. When I went downstairs at 9:15am to order food to go there was a line, I waited about 15 minutes in line. There was one person on the cashier who was ringing people's order and making coffee based drinks. After 10 mins, the other lady who was taking orders to the tables, went to the other register and took a few of us. She stated that she was new and took a minute to take our orders but not too long. After placing my order the line did not let up so I patiently waited in hopes that the food would not take too long as my daughter and nieces were upstairs by themselves. After 45 minutes, I realize that a couple who sat in the chairs in front of the cash register where I placed my order where getting up and leaving. I found this odd because no one was there when I placed my order so they came after me and got there food and finished eating while I was still waiting. I asked the new waitress about my order, she said she would check and then came back and said that the chef was cooking it now. There were plenty of angry customers yelling and expressing frustration, but I was patient and kind seeing that they were obviously overwhelmed. At this point, I went to the front desk know that we would not make the 11am checkout time and asked for a late checkout. At first they said no, but then I expressed that I had been waiting at the bar for an hour for my food and they granted an 1 hour late check out. I went back to the bar to wait and after 20 mins I was told that my order was not in the kitchen, I've been waiting 1 hour and 20 mins at this point. I was offered comped item on my bill, which I accepted and waiting again. After 30 mins I received some of my food, but not all of it. 10 mins later I received 1 of the missing items, but was still missing food. At this point I got back in line because neither waitress came to check on me or checked on my missing food items. After waiting in line for another 10 mins, I get to the front and now I am asking for a completely comped meal due to the unreasonable wait. While they agreed, the one waitress frustration was expressed thru her tone like she did with several customers as she asked me to write own my room number and they would later go thru the receipts as I had charged to the room. She goes and checks on my food still and when she returns she says she will stop everything and look for my receipt right then and there, which was appreciated since I waited patiently so long and never once yelled or raised my voice as other customers who had maybe only waited 10 mins for a coffee did, I remained respectful. She found my receipt and comped the full meal. Finally 1 of my 2 missing items came out and I just gave of waiting for the other item as I needed to get upstairs to do my nieces hair so we could check out. She told me to leave a review of 1 star because management doesn't listen and that they really needed more help. While it is true they need more help, they also need to figure out a system. As I sat at the bar, there were open boxes of delivered croissants and other pastries and then when the 2 waitresses would buss the tables, they pilled the dishes up on the bar right next to me. These dirty dishes remained the entire time I was waiting. I planned to leave this review anyway as I am a travel agent and the hotel is going on my "Do Not Book" list for clients, thankfully I do not book a lot of domestic travel but it's unfortunate because Hilton is one of my preferred brands for clients and this is my first...