DoubleTree Suites by Hilton Hotel Philadelphia West — Hotel in Plymouth Township

This is by far the worst Hilton you can imagine. Every basic request we made was a burden to the hotel and they made that known.

We stayed at this hotel Thursday night through Monday morning. Our frustrations started when we asked for additional towels our second day there. We were only provided 2 full sized towels for a 3 person reservation. No additional towels arrived, so all 3 of us had to share one towel on the second night (our second towel got dirty). The next morning we called down again, asking for those additional towels. Again, no towels were delivered. We called down A THIRD TIME and FINALLY someone delivered towels.

Things only got worse. Our toddler soiled our bedsheets so we asked the front desk if housekeeping could service our room that day. Sonia gave us serious attitude saying we have to put in that request 24 hours in advance. We calmly explained our situation… how we didn’t have any sheets on the bed at the moment because we stripped them because they were soiled. She said she couldn’t make any promises but they’d see what they could do. Seriously? We’re asking a hotel for sheets for our bed and they can’t accommodate that request?? A few hours later, we checked in on the status of our request and spoke with the housekeeping manager. She said they were just waiting for a truck of clean sheets to be delivered and once they are delivered they’ll run them up. We said the hotel doesn’t even have to make the bed, they can just drop off the sheets and we’ll make the bed (in an effort to accommodate their busy staff). We leave the hotel and come back over 6 hours later. NO SHEETS. We ask the front desk again about the sheets and the new person at the front desk said there was NO NOTE about delivering sheets to our room. We literally begged them for sheets for our bed. We left the hotel again and when we got back a few hours later, the new sheets were in a pile on the couch. FINALLY.

The saga continues. So by now we’re going into the third night at the hotel and we call ahead to request housekeeping service for the next day (trying to abide by their policy) and they said no problem and asked us what time we’d like housekeeping service to come. We said 11am. We leave the hotel the next morning and come back around 2pm and NO HOUSEKEEPING had come. We called down to the front desk and they said we weren’t on the housekeeping list and they’d see if they could squeeze in our room. They ended up cleaning it late afternoon but if we hadn’t followed up they likely wouldn’t have cleaned it.

A few other notes for those considering staying here. The same trash was in the elevators during our entire stay, which leads us to believe they didn’t sweep the elevators once during our stay. There are also no cookies at this location. We didn’t see one cookie the entire time we were there.

The hotel had 3 weddings that weekend, but we’ve stayed in plenty of other hotels that were booked solid and have never been treated so poorly when requesting basic hotel items. Zero...

When checking into the room on May 25, 2023 for a one night stay, I noticed that there were only two (2) sets of towels for four (4) guests. As I was leaving to head to dinner with my family, I stopped at the front desk to request more towels around 4 pm. Upon my return about 7 pm, they still had not provided the extra towels that were originally requested. We had to go back downstairs to the front desk to get them ourselves.

We used the Hilton app to use checkin/out and to get other information. The app never stated the hours of operation for the pool nor was it posted at the front entrance of the hotel when the pool closes. It wasn’t until about 7:30 pm when we were finally able to go to the pool when we saw that it closed at 8 pm which left little time to swim nor made any sense because there was no lifeguard on duty. However, I went down to the front desk to kindly ask for an hour late check out the next day so my kids would enjoy more time in the pool. The front desk clerk honored it and we were able to check out at 12 pm. The next day, we made sure that we arrived at the pool area at 10 am when it first opened. There was no indication that it was closed and the gate to the pool was open.  Within a few minutes of getting into the pool, two (2) maintenance men came by and told us and another set of guests that we needed to get out of the pool due to high levels of chemicals in the pool water. We had asked how long this would take and they replied it wouldn’t be for another 1.5-2 hours. By then, we needed to check out and also had reservations somewhere else for 12 pm. Both my husband and son had skin reactions to the chemicals. Before we could head back home, I had to stop at a pharmacy to get my son medication because his condition was so severe. Today, May 27, 2023, he is still suffering.

Upon arriving, I had called guest services to find out if this hotel offered continental breakfast so I could plan ahead if needed. I was informed that they did offer it and even the app did state “Wake up to grab and go breakfast in Atrium Bar from 7 am - 10:30 am every morning.” Unfortunately, that wasn’t the case and only a breakfast buffet that had to be paid was offered. Due to picky eaters and the dress code, instead I had to go out and pick up breakfast to be brought back for all of us.

Overall, my family and I were totally disappointed during our stay. My son says, next time, we will be staying at a Holiday Inn because of the better options.

NOTE: THEY DO NOT OFFER HANDICAP ROOMS WITH WALK IN SHOWERS FOR DOUBLE QUEEN ROOMS!

Our room, 201, was not very well taken care of. The sleeper sofa was not very comfortable which had holes and stains. The wall paper was coming...

We stayed here for my wedding and hosted many events here that weekend including a hotel block, rehearsal dinner, traditional dancing, and use of the presidential suite for getting ready. I will start with the positives. The front desk staff that I interacted with were lovely and polite. They were quick and accommodating, and helpful at handing out our welcome bags to guests. The presidential suite was a great size for getting ready day of, make up and hair did not feel crowded, and there was still plenty of room to move about. Food for rehearsal was good.

Okay: The room we used day of for cultural dancing was fine. Nothing spectacular, but we just needed a room with chairs so we didn't expect much.

Needs improvement: While the presidential suite was large, it could use with a lot of cleaning and updating. The ceiling was cracking, shower was dirty, and thermostat did not change the room temperature to a comfortable level. During the rehearsal dinner, many people did not have place settings and needed to scramble to get utensils to eat their food.

I also do not feel that the information regarding room blocks was thoroughly communicated to us prior to signing our contract. While I do take responsibility for not fully reading the contract in full detail, I do believe the booking person should have ensured we were aware of our responsibilities before signing as well to ensure we fully understood what we were committing to in regards to how many rooms. For example, we thought we were committing to a certain amount of rooms but that was not the case and that difference was not communicated to us. I also do not feel that having a room attrition policy is best practice when there is still a global pandemic going on as many of our cancellations were due to Covid-19 infections. Additionally, we received feedback from many of our guests that they had difficulty navigating the block link (which wasn't provided to us initially as the original person left the company before providing us with that) which led to many guests booking elsewhere - again leading to us not meeting the blocked room quota. Additionally, for those who did attempt to work around these issues, they were not met with the most helpful customer service agents - this was prior to the block deadline. Again, I accept the responsibility of not fully reading the contract, but felt that there was a lot of dropped communication on behalf of the hotel. When you're planning a wedding, the last thing you want to stress about is a sick loved one AND how much that will cost you because they cancelled...