Hilton Garden Inn Philadelphia/Ft. Washington — Hotel in Whitemarsh Township

I have tried to get resolution for the formal complaint I made, This is what I sent in the form of an email. The email is to address the issues I had during my stay at the Hilton Garden Inn- Philadelphia Ft. Washington.

I checked in at 5:06 PM. Friday July 28th, when I arrived I was given the digital key on my phone. When I arrived at my room (205) I was able to unlock the room door using my phone. I left my room to go sit in the garden for a moment, when I returned to my room I could not unlock the door using my room so I went to the desk to inform the front desk person. He did a reset then. I went back to my room, it still did not work, so I had to go back again to the front desk. At this time I am given room keys. Once again I get to my room and the keys don't work.

Finally in my room, I decided to get the sofa bed ready for when I decided to go to bed I would not have to do so. When I removed the sofa cushions I could see there was no bedding, so I called down to the front desk to get the bedding. Time goes by and I haven't seen or heard from anyone, so I go down once again to the front desk informing them of my request, and I was told they did not get the message. That night the 26th of July it appears they were short staff, so I patiently waited. Once I received the bedding, I proceeded to remove the cushions so I could get the bed readly. What I saw on that mattress was deplorable. I went back into the hallway to catch the young man who brought the bedding up to my room to show him what the mattress looked like, at that point he took a picture on his phone and sent it to the person at the front. I also took pictures which you can see in the attached.

While they were deciding on what to do, I waited. They decided to put me into another room (210). They gave me the keys, I went back up to remove my belongings from room 205, but I decided I would look at rm 210 to make sure everything was okay. I opened the door to 210 only to find out someone was already in that room, in fact to my surprise when I stepped into the room one of the men was naked about to get in the shower. He gets dressed then the three of us go down to the front desk to find out how this could have happened.

Remember I had one room from the beginning I was sharing (splitting the cost)with my cousin, and because of her disability she would have the bed and I would have the sofa bed.

Finally they moved me to the fourth floor; however, they gave me two rooms instead of one, but I was told I would not have to pay for my room (419) to accommodate for the inconvenience. Now because I was originally supposed to share a room with my cousin I still had to pay half of the cost for room (417) so I did not get anything.

The final straw, when I took my grandson to the hotel pool there was feces on the side going down the steps into the pool. Picture included in the attachments.

This was the worst stay I have ever had, Hilton is said to be a 3.5 star hotel, based on my experience, I would go lower.

Unsatisfied...

The Service was the worst. This is what I sent to Hilton.||The email is to address the issues I had during my stay at the Hilton Garden Inn- Philadelphia Ft. Washington.||I checked in at 5:06 PM. Friday July 28th, when I arrived I was given the digital key on my phone. When I arrived at my room (205) I was able to unlock the room door using my phone. I left my room to go sit in the garden for a moment, when I returned to my room I could not unlock the door using my room so I went to the desk to inform the front desk person. He did a reset then. I went back to my room, it still did not work, so I had to go back again to the front desk. At this time I am given room keys. Once again I get to my room and the keys don't work. ||Finally in my room, I decided to get the sofa bed ready for when I decided to go to bed I would not have to do so. When I removed the sofa cushions I could see there was no bedding, so I called down to the front desk to get the bedding. Time goes by and I haven't seen or heard from anyone, so I go down once again to the front desk informing them of my request, and I was told they did not get the message. That night the 26th of July it appears they were short staff, so I patiently waited. Once I received the bedding, I proceeded to remove the cushions so I could get the bed readily. What I saw on that mattress was deplorable. I went back into the hallway to catch the young man who brought the bedding up to my room to show him what the mattress looked like, at that point he took a picture on his phone and sent it to the person at the front. I also took pictures which you can see in the attached. ||While they were deciding on what to do, I waited. They decided to put me into another room (210). They gave me the keys, I went back up to remove my belongings from room 205, but I decided I would look at rm 210 to make sure everything was okay. I opened the door to 210 only to find out someone was already in that room, in fact to my surprise when I stepped into the room one of the men was naked about to get in the shower. He gets dressed then the three of us go down to the front desk to find out how this could have happened. ||Remember I had one room from the beginning I was sharing (splitting the cost)with my cousin, and because of her disability she would have the bed and I would have the sofa bed. ||Finally they moved me to the fourth floor; however, they gave me two rooms instead of one, but I was told I would not have to pay for my room (419) to accomodate for the inconvenience. Now because I was originally supposed to share a room with my cousin I still had to pay half of the cost for room (417) so I did not get anything.||The final straw, when I took my grandson to the hotel pool there was feces on the side going down the steps into the pool. Picture included in the attachments. ||This was the worst stay I have ever had, Hilton is said to be a 3.5 star hotel, based on my experience, I would go lower.||Unsatisfied...

Although we were brought to the area for a funeral, staying at the HGI in Fort Washington made our time the most pleasant it could realistically be. ||- Location: The hotel is very close to a metro station connecting to downtown Philly and other suburbs. Several fast food places are also within walking distance. The interstate is just feet away as well. Far from Philadelphia as a city, but central to all the modern conveniences of suburbia.||- Atmosphere: The grounds were kept up well, and the lobby felt vibrant and inviting, as are most HGIs. My family always felt safe and comfortable.||- Service: The front desk was certainly slow, as the previous review has mentioned, and I hope more staff can be hired to speed things along in the future. It seemed as if only one individual was manning the reception at any given moment. Perhaps other members of staff can be encouraged to pitch in too? Nonetheless, each employee delivered the best, most friendly service they could provide. I appreciated their commitment to my request for a room facing the smaller south side of the property.||- Rooms: Originally I was going to sleep with my family, but at the last moment decided to snag a points reward for my own room (snoring had a bit to do with it…shh). Both rooms I’d stepped into were clean and comfortable, albeit slightly on the older side. Thankfully in my own room, I couldn’t really hear any noise from the highway or the metro train, but I could hear some while spending time in my family’s room.||- Amenities: Unless you’re gold or higher, breakfast is not free at HGIs. My family made a run to Dunkin’ across the street to solve that problem, as the paid selections on site looked just meh for the price. There’s a restaurant that serves other meals throughout the day, as well as some public computers, a pool, a fitness center, and nice outdoor areas to relax. The free Wifi was fast.||- Value: Overall I was satisfied with the value my family and I had for our stay. One thing to note, and I know it’s general hotel policy in most places—but it would have been difficult to ask for a waiver or reduction of the steep incidental deposit put on your card at check-in. As a budget-conscious traveler who never wrecks rooms or charges anything to them, I usually try to negotiate either a lower deposit or have the hotel waive it altogether…this hotel felt very steadfast about its policy. 75 bucks as the deposit for a night. I had no issues getting refunded that amount, but just a heads up. I even overheard another guest commiserating lightly about it with reception…not just me who thinks it can get out of hand!||I would gladly return to the HGI in Fort Washington if I need to return to suburban Philly...