The Warwick Hotel Rittenhouse Square Philadelphia — Hotel in Philadelphia

Hands down the worst experience I’ve ever had in a hotel at this price point. I paid nearly $400 for a two double beds room. When we arrived, the first receptionist we spoke to we very kind! We were about 30 minutes early for check-in and I had no problem waiting in the lobby for our room but he said no problem and got us a room right away. We headed up to our room and upon entering, I noticed it looked dated. No problem, we’re only here for the night it doesn’t need to be perfect. We were celebrating my friends birthday, so I specifically booked this hotel because the description of the room said that it came with a mini-fridge. I brought some drinks and snacks and planned to put the drinks in the fridge while we went out for the rest of the afternoon so that we could enjoy them later. When I opened the “fridge” not only was it warm, it looked like it hadn’t been cleaned in years. It was sticky and there was hair and gunk all over it. Fine, i’m just putting some drinks in here, no big deal. I move the fridge to make sure it’s plugged in and turn the temperature knob to see if it’s turned on. Nothing happens, so I figure I’ll call the desk to see if they could send someone up to look at it. I pick up the phone…. phone doesn’t work. No dial tone, nothing. Okay fine, no big deal, I’ll go back down to the desk and ask myself. I head down, front desk says no problem we’ll send someone up. Great! I head back up to the room and wait for maintenance. While I’m waiting, I’m starting to notice the other flaws in this room. The wallpaper is peeling off the walls, the sheets don’t look like they’ve been cleaned, the mirror on the wall is hung crooked, the furniture is all scratched and damaged, the toilet paper roll holder is hanging on by a thread, and there’s a layer of dust on the window sills. I noticed the one window was cracked open as well, probably to help air out the vague, lingering musty smell. Again, not a huge deal, we’re only here for the night and the location is great so we will live. The maintenance man shows up and was very nice! I told him about the fridge and he tells me that they’re actually not refrigerators, they’re coolers, so my room temperature drinks will only be kept just as they are, at room temperature. He says if I want my drinks cold I’ll have to fill the ice bucket (the tiniest ice bucket I’ve ever seen) and cool the drinks, then put them in the cooler and that will keep them cold. Okay, not his fault, I just mention that it’s weird because the reservation said the room came with a mini-fridge. He tells me that some of the rooms have been updated to have a mini-fridge on the higher floors (we were on the 9th, he mentioned the 12th, 11th, 10th might have one) so I thank him and he heads out. At this point, I’m tired and hungry, but I paid a lot of money for a room where the reservation confirmation specifically advertised a fridge, so I head back down to the desk to ask for a room change. I’ve worked in customer service for years, I know how much it sucks when people come and demand free things or talk down to you for doing your job. I didn’t ask for anything extra, just a clean room with a working fridge. I tried to be as polite as possible, again remembering how much it sucks to be talked down to, but the person at the desk that I spoke too was rude and dismissive. They claimed there was absolutely nothing they could do as there we no other rooms available, and even if they could there was no guarantee that room would have a fridge. I politely explained that I specifically booked with this hotel because the room advertised having a fridge. I mentioned what the maintenance man had said and also noted the other things I noticed about the room. They rolled their eyes, wrote out two new key cards, and gave me a new room on the 12th floor. I said thank you and expressed my appreciation and they said nothing back. The new room was fine, but the whole debacle left me annoyed and took 2 hours out of my evening. I will not...

My husband and I stayed for two nights while visiting our daughter. The hotel is located in a beautiful location surrounded by shops and restaurants and history. This is a very walkable city. The hotel is lovely. Our room had a great king bed. Very comfortable. There wasn’t a bedspread or blanket on the bed which was very strange. It looked like housekeeper started making the bed then left. We snooped and found a bag in the closet with an old blanket in it and took our chances and covered up with it. The tub was super slippery. No safety features whatsoever. The sink took up a large amount of the space. The cabinet that housed the sink was ruined by water damage but painted over to hide it. It just looked bad. The towels were nice. The second day we had zero hot water. It was summer in Philly and we walked the whole day and really needed showers. We called to front desk but they never answered. The hold recording did have a message on repeat while I waited. It said they are proud their rooms come with personal espresso machines and mini fridges. I was surprised because our coffee maker was a tiny plastic thing that was probably $15 on Amazon. We were told we had complimentary bottled water in our room. I looked. There was one small bottle for two adults. The mini fridge was nonexistent. We had what the maintenance man Lonnie explained was a “cooler.” They only have 6 mini fridges for a 400 room hotel and he said those are reserved for families with babies or people who need to refrigerate insulin. But all rooms have a cooler. ??? I gave the desk minutes on hold waiting for them to answer- so my husband and I redressed and went downstairs in person to ask about the hot water issue. There were two women at the desk. (And yet don’t answer their ringing phone???) One woman at the desk said she will page maintenance and they will come have a look. My husband asked if there were gym showers and I quickly said no- we want a different room if the hot water isn’t working!!!! We went back up to the room and in 20 minutes (11:30pm at this point) Lonnie the maintenance man arrived and told us we have to turn on the sink faucet “like this” at the same time as the shower faucet “like that”for the water water to get hot. He said give it a 1/2 hour and if nothing, call again. I was furious. So we waited and it took 30 minutes for the water to heat up and we were able to shower.

There are so many beautiful hotels in Philly. I would definitely check out other ones before you settle. This was our first time to visit our daughter there. She works around the corner of the hotel, so it seemed convenient. Little did we know there are many nice hotels within a 5 minute walk. Take your time and read reviews. Do not rely on what the hotel puts in their...

During our family’s stay at the Marriott at Rittenhouse Square, someone knocked on our door... AT 2 A.M., announcing themselves as “housekeeping.” Within a second of saying that, the individual used a key to UNLOCK AND OPEN THE DOOR TO THE ROOM WHERE MY WIFE AND I AND OUR THREE CHILDREN WERE SLEEPING. My wife and I immediately shouted, and they quickly closed the door and left. We had not requested any service, and our family had been asleep since about 9 p.m. I also doubt housekeeping is making up rooms at two in the morning. ||||The following morning, I reported the incident to the front desk, and I was told that security would review the key logs and follow up with me. When I checked out they asked me to email the head of security. When they didn't answer my emails I emailed the GM, when he didn't answer my emails I emailed the VP. Hell I even submitted a complaint via the website. I have not received a clear explanation or resolution or even a single return email saying anything. ||||Was it a confused worker? Was it someone hoping to steal from sleeping guests? Was it someone hoping to do something terrible? Marriot doesn't know, and more importantly, Marriot doesn't care. That's their one all consuming guiding principle at this location, from front desk all the way up to the tippy top, literally no one cares to find out if there's a criminal or incompetent employee stalking the halls in the middle of the night. Or maybe they did find out and what they found out was to terrible to share. Who knows? ||||Below is a timeline of my attempts to contact the hotel: ||||Date of Incident - 2am on December 29th||12/29 - Reported to front desk and told someone would get back to me with an explanation||12/30 - Checked out and given Aubrie Schatz's email as "head of security" and told to email them for an explanation.||12/31 - Wrote to Aubrie Schatz outlining the issue and asking for a resolution||01/06 - Followed up with them again with another email||01/07 - Emailed Scott Fisher the current GM of the hotel letting him know about the issue and that his security person has not gotten back to me||01/15 - Submitted my issue via the website contact form and was assigned case number 648491759||01/16 - Received a form email from Utkarsh R. Thanking me for my email and telling me he's opened a case for the management of that hotel to review directly (this has been my only contact from the company)||01/27 - Emailed Aubrie Schatz AND Scott Fisher together to let them know I was hoping to hear back from at least one of them before now||01/27 - Emailed Customer Care back asking for an update on my case ||02/04 - Emailed Peggy Roe EVP + Chief Customer Officer, Marriott International||04/01 - Literally...