Home2 Suites by Hilton Ridley Park Philadelphia Airport South — Hotel in Ridley Township

My 9 year old wanted a "staycation" at a hotel with a pool for her birthday, with her two best friends. I decided to go with this location due to the good reviews, connecting room availability and nice pool area. I invited the two other moms and the plan was to have the girls in one and moms in the other. The girls were SO excited about this. Rooms here sleep six, so if connecting rooms weren't an option I would have only booked one room and saved a lot of money.

I booked directly through the Hilton website. Upon check-in, they lost my second room reservation until I showed it to them on my phone. Then I was told they could not honor my connecting room reservation (confirmed via email) because the guests in the room before us decided to extend their stay. There was nothing they could do, they were unwilling to offer us any type of discount, no one even apologized. Staff was rude and short every step of the way. They seemed to be astonished that I was unwilling to accept rooms on different floors and made it clear they felt inconvenienced. Finally I was told they could get me rooms next to each other but it would take 15-20 minutes to clean them. After 40 minutes I went to the desk. They were still not done, and one of the staff had a snotty quip, "I'm trying to help you out here, you gotta give me some time." After waiting an hour and a half we finally got into ONE room. After two and a half hours we got into the second. And guess what? The rooms were not even next to each other. As the person organizing the trip, this debacle left me very embarrassed in front of my guests.

To further add to the experience, we received a bag with two cookies at check in. After some time, I asked for a third cookie, since we had three kids. Despite our waiting and issues with check-in, the woman at the desk said, no, we couldn't have another cookie. A male staff member overheard, looked behind him and said ,"there's a cookie right there, can't they have that one?" Then, later on, my daughter slipped on the (extremely slippery) tile at the pool (which was ice cold because the heater was broken) and scraped her side on the edge of a lounge chair. She was bruised and bleeding. We went to the front desk, explained the situation and asked for an ice pack. The woman said, "we don't have any, there's nothing I can do" -- yet again, the male staff member overheard, gave us a plastic bag and directed us to the ice machine. So obviously the women at the desk had it out for us, and I don't understand why. I was really nice and understanding, considering the circumstances. Never did I raise my voice, was out of line or inconsiderate. But this visit was almost $750 – I was not going to simply accept two rooms on different floors when it defeated the whole purpose of the trip. I left feeling like I wasted a lot of money on this experience and can't say I'll ever stay in a Hilton...

We arrived Thursday night (between 6pm-8pm) to the hotel and the front hotel clerk was not friendly at all, we waited at the desk for a couple minutes with nobody around, she eventually came out of the backroom, never said hi and asked what my last name was. When we arrived to our room, my gf used the bathroom and told me the toilet wasn't flushing properly. I went to the front desk to borrow a plunger and tried to fix the toilet but it wasn't doing much, I thought it might be better by the next morning, but it wasn't. We were in the room late trying to get the situation corrected, the front desk said they would send someone up to fix it. A worker arrived fairly quickly and used a snake to clear the drain. We went out for the day and noticed when we got back nobody had tidied the room but we figured it was because we were in the room late into the morning dealing with the plumbing situation. The next day we left our room fairly early and were out for the day and noticed that nobody had tidied the room again (this is now Saturday evening), I had to go to the front desk to get some toilet paper because we were running low. I spoke with the front desk clerk and he seemed surprised that nobody had tidied the room and told me he put our room down for a "full service". The next day we left fairly early again and went out for most of the day, only to return back to our room to see nobody had come to tidy it at all. We are not demanding people and are fairly laid back, but not having the garbage’s emptied (they are overflowing at this point), toilet paper replaced or new towels added to the room is absolutely unacceptable. The next morning, we asked for a late checkout from the front desk, only moving it from 11am to 12pm, 1 hour, and the front desk clerk was very friendly and accommodating. Around 11:30am we get a very loud knock on the door, my gf opened it to the cleaner saying "Do you have a late check out?", she never said hi or hello and seemed quite angry that we were still in the room. Our experience was not good here, some of the hotel staff were quite friendly while some were the complete opposite, the breakfast selection was good and the staff were very attentive to that but the complete lack of cleaning or the checking up on our room was like nothing we've ever experienced before. We definitely won't be staying at a Home2 Suites again and most likely won't be even staying at a Hilton due to...

The room was comfortable enough and the cleaning staff was great. But during one of the nights, there was a fire alarm that activated 4 times in the span of about 30-40mins. We started to evacuate the building, with a small child and people with heart and blood pressure issues, only to be told that it had been a false alarm. But at no time did the PA emergency service relay any message to either stay in the room or promptly evacuate. We startee evacuating out of concern due to the constant blaring of the alarm. Lots of guests on our floor had walkers or needed assistance and no one came to either help or inform and we were pretty high up. I can't imagine how many would've needed to be rescued if the fire had been in a larger area.

Eventually someone fessed up and said a guest had burnt a pizza in their room on the second floor. Upon checking out, we told the front desk staff about how we hadn't slept a wink because no one offered any useful info and asked if an adjustment could be made to our rate as it took forever to get back into some sort of restless sleep. We were rudely told that no, because it was an actual alarm that had been activated (though we never saw a fire engine on the premises) and that if we were given an adjustment, then the rest of the guests would need one as well. In addition, lots of people weren't masking, even though there were signs everywhere about wearing masks in shared spaces. They do have an airport shuttle which I think runs 24hrs, so that's a plus. Breakfast was good, but do get there early (before 8am) if you want to get a bacon sandwich.

We recently stayed at a different chain and had the misfortune of having loud guests staying in the room above ours. It sounded like they were vacuum cleaning at 10pm. We called the front desk and thek took care of the issue immediately. Upon checking out, when we mentioned that initially our night had been a bit less than restful, the personnel at the front desk asked if they could adjust our rate for the inconvenience and profusely apologized. Unfortunately they couldn't adjust the rate because we'd booked the room on a service other than their website, but it was such a stark difference in response and concern for our wellbeing and our rest and visit.

The H2S is a nice chain, especially for extended stays. But some staff members at this location can be rude...