The Inn at Penn, a Hilton Hotel — Hotel in Philadelphia

Exceptional staff & lovely hotel; highest recommendation, without hesitation! If travel brings you to the University City area of Philadelphia, this is, unequivocally, the best hotel to stay at.

The rooms are inviting with super comfortable beds, & the hotel itself has a luxurious feel and offers terrific gathering spaces. (The very large ‘library’ off the lobby area has to be my favorite.)

The staff is exceptional; there is clearly a high benchmark of service that their team earnestly strives to exceed daily. (I learned that much of the key staff has even worked at The Inn at Penn for over 20 + years! Finding a hotel that can boast staff with that level of longevity and loyalty is a rarity indeed.)

For those that would appreciate a higher level of detail: We have now stayed at the hotel a good number of times, and I would feel remiss not providing a few examples of the level of stellar service I am speaking about.

In Housekeeping, for example, I realized I forgot my water bottle when headed to the gym. R o s a l i n d, a housekeeper, happened to be in the hallway. She was so incredibly nice, and happily gave me a water bottle. This might seem like ‘a simple ask’, but it was her ‘spirit to serve’ that made it so noteworthy. She seemed genuinely glad to be of assistance and brightened my day.

C r y s t a l, also in Housekeeping, was tremendously accommodating with our unusual (& perhaps sometimes inconvenient) schedule, generously working around the times we would be out of the room. M u r i e l, another housekeeper, was so cheerful and did a beautiful job!

A staff member, A n t h o n y, was painting, and saw me struggling with a big box, while heading to the elevator. He immediately paused, offering to help me with the box, and pushed the elevator button. Again, it might appear like a small deed on the surface, but the genuineness of care shown was remarkable.

I saw a maintainance man working on a room issue late into the evening (I wish I caught his name), and he still exhibited such a kind and cheerful spirit (despite the very late hour)!

The front desk and management TEAM — where could I even begin?! What a terrific group of individuals! They seem to just make everything flow (& happily, at that!) — creating the ‘Cheers’ pub feel! ;D [Think ‘Cheers’ theme song: “Sometimes you wanna go, Where everybody knows your name, And they're always glad you came…”]

I hesitate mentioning specific names, for fear I might inadvertently miss someone — & the fact that I couldn’t begin to name all the staff we have come in contact with that have done things to make our stay(s) better, and our days brighter! M i c h a e l, D e n o, A n g e l a, M a x x, V a l e n t i n e, V i c t o r i a, A l e c i a… L e o n in the ‘library’… &, &…

The VALET & BELL Teams: Wow — also so kind and accommodating! L o u i s, M i k e, J a m e s…

It’s unlikely that The Inn at Penn staff will ever know the depth of the positive impact they make on ‘weary travelers’, so to speak, but at this hotel, they create synergy and ‘do good’ daily! Our entire family is profoundly grateful (and look forward to every stay!)!

Thank you, Team IaP...

Nichoals Keels and Jim Salvo are less than stellar Senior management team members. I would never hire EITHER of them to do anything of significance or importancr for my business. Neither understands customer service -

My car was damaged by their sub-contractor, TownePark, but later I was made whole by the vendor - but NOT without a LONG and painful exchange with this property.

In short, given the terrible experience, I was promised 110,000 points from two Managers - and their efforts of restoring my faith in Hilton and this particular property - was reneged, by the Managers, Nicholas Keels, Wesley Clark, and/or Jim Salvo.

I checked in at the property on Saturday, February 24th and on Sunday morning February 25th, my belief in Hilton faded almost in real time. I did not hear from Nicholas - with the exception of a dismissive 64 word email and then two days later an accusatory note - or anyone in the GM's office given my experience.

Despite the refund of room charges which would have been expected and demanded - which was NOT handled or suggested by either Nicholas or Jim - the points of additional concession under the 'Make It Right' program was later reneged by Nicholas and later supported by Jim.

DO NOT STAY at the property.

If anything should go wrong - they made it very clear to me that they don't care about new guests OR supporting the brand efforts of Hilton.

A simple phone call, apology and honoring the Make It Right efforts of their managers would have made they experience a thing of the past.

The nightmare began on February 25th and is still alive -

They continue to stand behind the 'theme' of it is the sub contractor's problem - rather than support the perception and belief of THEIR customer.

BEWARE: Do not STAY at the property. Jim Salvo and Nichoals Keel are not customer centric or focused managers and if ANYTHING goes wrong - they will ignore any commitment that other employees have made -

DO NOT STAY AT THIS PROPERTY -

As a Platinum Elite Member with Marriott - perhaps it is much more obvious as to why they have a market cap of nearly three times that of Hilton -

I will never stay in a Hilton property again -

I welcome the opportunity to share the electronic exchange between Nicholas and myself and you will see how/why this a customer service case...

I recently stayed twice at the Inn at Penn due to a family member being admitted to the UPenn Hospital. I felt very welcomed by everyone though I did feel a little more happy with my first stay which was 4 nights while my second stay was one night. They offered a hospital rate and once I figured out how to walk to the hospital, it was so easy and not far at all. I felt very safe in the hotel and in the area, not being from Philadelphia. My initial room was wonderful and the only thing I didn't love was the view and the pillows. They were a little too soft for my taste. Otherwise, the bathroom and room were spacious and I didn't feel uncomfortable with any aspects in terms of cleanliness especially with the pandemic still being a factor. My second stay was a little more disappointing as I had the first room to judge by but still very clean and quiet. The bathroom was much smaller and I ended up banging my hand every time I had to reach for the toilet paper (tmi, maybe but true). I absolutely loved the showers except in the second room I stayed in, my shower was a bit of a run away from the flow experience. The first room I was in had no issues at all and the water was perfect. The second room, however, the water would be scalding and then freezing, then normal repeatedly. It made for a less than ideal experience which was surprising considering my first stay was so great with no issues like that at all. I don't know if being up another floor made a difference but it was a bit of a letdown comparatively. Also, the view in my second room was worse than the first. I'm sure they leave the great views of the city to full-price paying guests but it would've been nice to have a view to distract me on the reason i was there in the first place. The room service was great but definitely overpriced. I will say, though, the caramel apple pie was amazing and worth the money. I can't say enough about this hotel in spite of a couple little things that weren't enough for me to complain. I would definitely stay here again even if i wasn't there for the...