The Logan Philadelphia, Curio Collection by Hilton — Hotel in Philadelphia

It had been many, many years since I had stayed at this property, when it was still the Philadelphia Four Seasons hotel. I vaguely remember that it was a very nice hotel way back then. And I had my third-quarter Amex Biz Platinum credits that needed to be used. So I booked a recent stay here, instead of staying at either the Bellevue Hotel or the Philadelphia Hyatt Centric, my original two choices for this trip.||The Logan is still a very nice property. It is, no doubt, the most luxurious Hilton property in downtown Philadelphia. The rooms were large, the hallways were large, the desk was large, and the bathroom was large, with marble and plenty of towel hooks. I stayed at the Canopy By Hilton Philadelphia Center City earlier this year, which may be the best reviewed Hilton property in Philly. The Canopy may be "newer" because it was more recently renovated, but the room and hallways there there felt more crowded because they were much smaller.||A few issues have prevented me from giving a five-star rating to The Logan. The TV remote control in the room simply didn't work. If I were visiting for more than one night (which I was not), I would have called the front desk to seek to have that issue fixed. Instead, I just watched what I wanted on my personal devices. A desk lamp just wouldn't turn all of the way off, so I had to unplug it from the electrical socket, which wasn't what I was hoping to do right before heading off to sleep. Also, one piece of the garment closet's opener/closer hardware was nearly pulled off the door and then left that way instead of being repaired.||On the bright side, the bed was comfy, the room was quiet, and the shower worked great. And although this is no longer a Four Seasons hotel, the building in which the hotel is located is still very nice.||As a Hilton Gold member, I opted for the $15 food credit at check-in, and then had breakfast at the Urban Farmer restaurant in the morning. I arrived for breakfast at 7 a.m. when the restaurant opened, and I had completed breakfast and charged the meal to my room (which is what you need to do to get the food credit applied) by 7:40 a.m. Later that morning, when I arrived at the front desk to check-out of my room after 11:30 a.m., nearly four hours later, the food charge for breakfast had still not yet made it to my account.||As a result, I asked the nice folks at the front desk to please make sure that my $15 food credit was applied to the breakfast charges, totaling slightly more than $30 with taxes and tip, once they posted, since I wouldn't be able to confirm that had happened once I was long gone from the hotel. Unfortunately, for whatever reason, when the breakfast charge ultimately posted, the hotel failed to apply my $15 food credit. This really made me angry.||As a result, I had to call in to the hotel's front desk a few days later, and since the whole exercise ended up taking way too much time, locating my invoice in the Hilton App (which took multiple tries), tracking down the hotel's phone number, and speaking to multiple different people at the hotel about the issue, I asked that they simply remove the entire breakfast charge from my account as a customer service resolution. The supervisor in charge agreed to do that, and the full amount of the breakfast charge was later credited back to my credit card.||Apparently the issue with the untimely posting of breakfast charges from the hotel's main restaurant is something that The Logan regularly experiences, and if it causes Hilton Honors members with status to lose out on their food credits, as happened to me, the hotel would end up making far more money than it cost the hotel to simply credit back the cost of my one day's breakfast.||Hopefully they can fix the issue and have learn their lesson here -- namely, that in the hospitality and service industries, a hotel shouldn't make it impossible for valued, repeat Hilton-brand customers to obtain the small benefits of their earned status without having to jump through multiple hoops and waste a whole bunch of time after having checked-out.||Because the hotel physically is the nicest Hilton property in Philadelphia, I am definitely planning to give this property another chance. Hopefully my next visit won't present these same issues, so that I will feel comfortable making this my Philadelphia Hilton hotel of choice...

I have never been so disappointed in an organization before. What started as a beautiful trip to see family from out of town that I haven't seen in almost 10 years, ended in headache after headache and indescribable aggravation. Between my mom and myself, we spoke with Christopher and Trent on Saturday evening before checking in via chat in the Hilton app who confirmed several small changes for us. I then worked with a woman whose name I did not catch at the front desk when checking in who gave us a room that was already in use. We went up to the room to see clothes, a suitcase and towels all over the room. When we went back to the front desk for another, clean room to check into, we met Peter who assured us we would not need to check out and back in the next day and that we would be good to go to stay in the same room although the reservations were booked separately (it was for the same family we just decided to stay an additional night). The hotel has a texting service which was nice for simple questions like dining options in the hotel but when it came time that we needed assistance with something important (typically during daytime hours), no one was to be found. Around 10am, I called the front desk a minimum of 15 times before I finally got someone to answer, Courtney from guest services who said I would need to get new keys as my old keys were deactivated even though I had gotten confirmation from Trent on Saturday evening via chat and Peter on Sunday afternoon upon check-in. I asked upon getting my new keys activated if they would work in the app and confirmed the cleaning service would be available to come later in the day which the front desk told me would be no problem that all I had to do was call down and request it. Later that evening, I went downstairs to go to dinner with my family who was visiting from out of town and also staying in the hotel and asked for the cleaning service to come in and change the linens which we were told would not be an issue and the young lady radioed to her team on her walkie talkie. We came back to find the room had not been touched and that the cleaning service had left for the evening. This was never mentioned to us from the start nor was it portrayed that the team left at a certain time when we asked several hours before and then again right before leaving for dinner. Zachary, one of the hotel managers very nicely assisted us with our request since the housekeepers had apparently left for the day. He also apologized profusely saying how unacceptable this was and that is was not how the hotel intended for our stay to be like and let us know that the hotel overbooked their reservations for that evening as there was a conference in town taking up a large portion of the reservations. He reassured us that he would be refunding our room for the entirety of our stay in addition to the $50 tip we gave him for all of his help and making us a priority. Zachary assured us he would be sending an email confirmation to that effect in the following 2 hours which we did not receive. When we went down to the lobby to speak with him directly, we were told he was tied up calling around to make accommodations for folks who they did not have a room for but promised this would get taken care of for us as well. It did not and we were charged the full amount for our stay. I will never stay with the Logan Philadelphia, Curio Collection ever again and advise others not to as well. You made what should have been an incredible reunion, full of hardships, aggravation and stress. My family as a whole spent more than $3,500 just in rooms for the two days we stayed there and I am sickened by how we were treated. I come from a hospitality background and this is simply unacceptable. It's not acceptable for a lesser known hotel but one like this, with notably 4 stars, I am flabbergasted and beyond...

This hotel is experiencing difficulties with housekeeping, customer service and attention to detail. I wasn't going to write a review but after my boss had a horrible experience and emailed management with no response, I decided to share our experience.

When I got to my room, I noticed stains on the pillow cases and comforter. Figuring they were clean and just stained (still uncomfortable) I called down to the front desk to tell them of the experience and they offered to switch rooms. No apology just transactional conversation. I explained I had unpacked and asked if housekeeping could change out the bedding while I went downstairs to have dinner with colleagues.

When I returned to my room, the bedding had been changed and I went to iron my clothes and the closet was locked. I called down to the front desk and she said I had to come down and get a key. I tell her that in in my pajamas and she said I had to come down to get the key. I go down to the desk, received no apology, but was reminded I had to return the key to the front desk when I checked out.

The next morning, I am getting out of the shower and grab a towel and begin to dry off when I feel something in my towel. I look and it is something that was hard and smelled. At this point, I have had it and I'm grossed out so I send a message via app requesting the GM’s email address. I receive a message from Jeanne and I ask that she call me. We spoke, she apologized, comped my room and said she would send housekeeping up to do a complete refresh of the room. I explained that I wasn't looking for anything free, I just want a clean room. I proceed downstairs to meet a colleague for breakfast and the order was wrong. My colleague ordered sausage, but received bacon. Jeanne then had room service send me a complimentary snack that afternoon.

We rented the board room for a meeting and the gentleman who helped us was very nice and checked on us. Tuesday morning, my boss was late for our meeting and I called to see what was wrong. She said she had a horrible experience the night prior and had to switch rooms. When she arrived at the meeting, she showed me pics of her bed…all I can say it was fresh liquid that looked like diarrhea!! I am not even joking. It was bad!! She was so grossed out, called the front desk and they changed her room. The next morning, she takes a shower and notices there are no towels. She said she was so distraught that she touched someone else’s diarrhea that she wasn't thinking to look for a towel. There was nothing for her to dry off with. Naked and soaking wet, she called the front desk to tell them what happened and they tell her to come down to front desk to get towels WHAT?!?? What is she supposed to dry off with? Clean clothes, dirty clothes so she can get clothes on to come get a towel?? She tells them they need to bring towels and leave them at her door. She emailed Chris Johnson that morning and that afternoon she still hasn't heard from anyone but knows someone got the message because she received her receipt and the room had been comped.

We travel a lot for work so we have a pretty high tolerance for issues. However, this experience was over the top in the worst way. We will be working on a project that will require us to be in the area for the next 6 months and we will not choose this hotel again because basic health and sanitation seem to be an issue here.

I didn't take a picture of the stained bedding because as I said I understand things happen but when I had a dirty towel on top of that, I then took pics. I’ll attach pictures of my boss’s bed when she sends me the pic. I’ll warn...