The Windsor Suites — Hotel in Philadelphia

This is the worst hotel I’ve ever stayed at. I was appalled by the incredibly rude and unprofessional behavior of the woman at the front desk. Her attitude was insulting and completely unacceptable. This place should be shut down.

I had a duel reservation and I got the hotel canceled one of them. I was trying to get a refund from a third-party site. They opened a case, but it was ultimately denied because they said they had called the hotel multiple times and every call went straight to voicemail. As a result, the refund was denied and the case was closed. I asked them to reopen the case, but the outcome was exactly the same. So I decided to try calling the hotel myself—and sure enough, the call went directly to voicemail every time. I then went to the front desk, thinking this would be a simple issue to resolve. Instead, I was met with an attitude and level of hostility from the staff that was absolutely shocking and deeply unsettling.

The staff were extremely rude and unprofessional. One woman at the front desk, I think her title was night manager or something, was the rudest person I’ve ever encountered. I politely asked for a contact method, and she handed me a card, claiming it had a number on it. I checked and saw there was no number. I smiled and calmly pointed this out, but she rolled her eyes and impatiently insisted there was. She took the card, realized I was right, and—without any apology—handed me another one.

I then explained, again politely, that the number on the new card wasn’t working, as every time I called, it went straight to voicemail. She began shouting at me, insisting the number worked. I showed her multiple times on my phone that it didn’t amd all the calls go to voicemail. I also mentioned that a third-party site had tried to contact them and encountered the exact same issue. The third-party site agents suggested me help them get the connected to the hotel since all calls went direclty to voice mail. She kept shouting at me, “I don’t know what’s wrong with your phone. We are receiving calls, so it’s not broken.” That response was absurd—my phone has never had any issues calling other numbers, and I called more than 20+ times, all of them went into voicemail. Muliple third-party agents called multiple times also reached the same voicemail. She completely ignored the facts I showed her and kept shouting. I couldn’t believe how rude and unreasonable she was.

You simply can’t have a reasonable conversation with someone so rude and incompetent. I had more unpleasant interactions with her. For example, when I showed her what the third-party agent had said, she snapped, “What do you want me to do?” I calmly asked if she could help with what the agent suggested. She glanced at my phone, frowned dramatically—as if to show how annoyed she was—and then said nothing, refusing to respond at all.

There’s more I could share, but honestly, the examples above speak for themselves. It’s clear how unprofessional and disrespectful the staff were.

This ended up being the worst service I’ve ever experienced—possibly one of the worst experiences I’ve ever had in my life. I genuinely can’t recall encountering anyone else as rude and unreasonable. They can shout at you, ignore the fact, or treat you however rudely they want, with zero accountability.

The tub drain was rusted, and the shower temperature fluctuated wildly within minutes. The walls were paper-thin—you could clearly hear conversations from the neighboring rooms. They have a so called "heating" and "cooling" season so that I cannot heat the room even if it is really cold because it is not "heating" season anymore. But honestly, those maintenance issues were minor compared to the appalling behavior of the staff.

I rarely leave reviews, but this experience was so far outside the norm that I felt obligated to warn others. Stay away unless you want to be humiliated by...

If possible, would have scored rating as a 0.

I have traveled for many decades on four continents for business and pleasure but have never experienced such an unpleasant hotel stay as I did at this property. My wife & I visited Philadelphia, PA for 6 days this week and stayed at the Windsor Suites (1700 Benjamin Franklin Parkway). The only positive point was the size of the suite was particularly good with a separate bedroom, sitting room and kitchenette. Everything else was poor to unacceptable. I researched Philly hotel options extensively on Trip Advisor & Google. The Windsor Suites appeared on paper to be a desirable choice in the $200 - $300 per night range. Unfortunately, our totally experience was anything but good as follows: We encountered HVAC issues on our fourth day. We were using the A/C at 70 degrees which made for a comfortable environment. However, upon returning to our room late afternoon the temps were in the high 70’s in both of our rooms. The suite used two HVAC systems/thermostats with on reading 79 and the other 77. It was only 62 degrees outside, but our thermostats were both set to 70 for A/C. Upon calling the front desk we were told the building switched off the A/C and turned on the heat. The system is designed to be binary i.e., either heat or A/C, not both. I called the manager who was not helpful by telling me to turn off both thermostats and open the windows and door (sliding glass on suite balcony). We could hear traffic noise before this occurred with all windows and door closed. Although we were on the 14th floor the vehicle noise was very loud being on a major thoroughfare (Benjamin Franklin Parkway). After doing so I called the manager back to say it was intolerable and certainly would be challenged sleeping with windows/door open. She sent up the engineer, who was pleasant and knowledgeable, but shared the front desk and property manager do not know what they are talking about as it relates to the HVAC systems. (picture included) TV problems included inability to change channels, bring up the menu/guide, etc. after turning TV on with the solution being the turn TV off and restart. Other than the major network stations none of the Dish Network channels would appear. Building engineer had to reset the Dish box which I did several times during our stay. Several of the channels that audio & video would freeze or clip. After using the suite phone once to call the front desk on my second attempt the phone had no dial tone but was corrected by the building engineer. Many soiled carpet stains several of which is dog urine. Having owed many dogs in appears to be stains from both a male and female dog. Pets are allowed in the hotel but why would they place us into a room if we have no pet. (picture included) Since 8 am this morning, there has been constant hammering, drilling and noises above or below our unit. Toilet seat needs to be replaced since it is broken. We had the building engineer tighten it upon our arrival but after its first use the seat shifted to the far left again. (picture included) Wallpaper puckering and pulling away from wall in 2 places (picture included) Water pressure in the bathroom sink was very weak such that we used the kitchen sink for washing and brushing our teeth. The shower pressure was also weak, but the tub pressure was strong. Water savers while saving the property utility expenses is the bane for customers. Carpet was unraveling along one bedroom wall. (picture included) In both the bedroom and sitting area there a bubbles/hills in the carpet. (picture included) Damaged/broken door stops. (picture included) The kitchen paper towel roll and holder are substandard. (picture included) A visual inspection by housekeeping or a management person would easily discover all the flaws...

Let me just say that it takes a lot for me to write a review, the parking attendants are a joke unfortunately. They will park your car but there's a good chance you'll find a ding on your car that wasn't there before, they will fly through the parking garage with your car going to park and retrieve it. I understand wanting to keep up with customers and not have them wait but there is no excuse or reason to damage or be speeding in any situation in someone's car! Initially we parked the car on arrival and were greeted quickly, but the second time we came back to park the lot attendant was nowhere to be found, people were waiting to park and get their cars. Lot attendant couldn't find cars and took 30 minutes to show when he did. at 1am we had to wait for the attendant to park us! Beyond the parking mess, the lobby was dirty, and our room wasn't even ready on arrival. Once I finally got checked in there were further charges, I wasn't made aware of, a security deposit (which I understand but need informed of) and a parking charge of $45 which I wasn't told about till check out. I was told my parking was validated but nothing of a charge to park. It would've been cheaper to park overnight and pay the $18 then to say we were parking a car with our reservation. Poor communication, the staff might have been nice at the desk, but it wasn't worth the hassle. Our room was clean...but smelled like bleach, not the worst thing but annoying. The shower was nice, the handles to turn it on were broke, but worked. We had 2 towels in our room and 2 bath robes and yet we had 4 people listed on the reservation, not a huge deal but again.... not worth the hassles when you're paying good money for a room. The biggest complaint it the lack of temperature control in the rooms. there is NO control over the temperature, the most you can do it turn the fan off/on which is joke since it barely works anyway. When I asked the front desk about the AC not working before, we left to explore the city, we were told the building was all controlled together and it was set to heat for all rooms, and we could only turn the fan for that room off. They offered us a tower fan to help...we had 4 people in a room at 1am that was 80 degrees, the tower fan they sent did nothing. The room was at 80 degrees...we turned the heat off and left for 8+ hours to explore the city and when we came back at 1am it was still 80.... One last thing, if you choose to stay here, don't leave valuable or money that can't be tracked in your room. We had $100 go missing and unfortunately can't prove it, so nothing can be done...could've told management but unfortunately, it's a he said/ she said situation, so lesson learned...bring a camera to watch your room or just don't trust anyone...kind of sad since we had planned on visiting the city again and would've liked to trust this hotel given...