Hilton Philadelphia at Penn's Landing

L A Wood was the night supervisor working the desk when I dragged myself in after 12 hours in the car. They helped me with everything from room to parking and were so kind and fair. Such customer service is not common and was very much appreciated!

Clean room, attentive staff and great eating and drinking options . Great bar and coffee shop . Very desirable area with beautiful surroundings and within walking distance to local favorites. As a Hilton gold card member they honored all my benefits , upgraded room and food and beverage credit.

I’m the hotel contact for my group coming in and I arrived a day early to get things started. I was checked into a room that had a used coffee cup in the trash and the toilet seat was up like a dude used it. You could also tell by the toilet paper and hand soap. I called the front desk and they can’t move me because they are sold out and they can not walk anyone. I work for a meeting and event company and this is not what they want to hear.

It was 10PM and I was on my second night of a 3 night stay. Suddenly, I heard someone breaking into my room. The door latch caught the door from fully opening. I quickly jumped out of bed, opened the door and didn't see anyone. Obviously whoever it was left quickly. I immediately ran to the elevator and there was the maintenance man. I asked "Were you trying to get into my room?" he replied "someone else is suppose to be in that room." I said "I'm in that room and have been and will be for the next night too". I didn't believe him. So I said "We need to go to the front desk and sort this out". At the desk, they told me a woman with a digital key tried to access the room and her key didn't work. So the maintenance guy went to check out why. I said" you could have checked your records and saw that I was in that room or called the room to see if someone answers, or knocked on the door". None of that happened. I was terrified, being a single woman on a business trip. Suddenly, I felt unsafe. I told the front desk to have the manager call me in the morning. The next day, the manager did not call. So I went down to the front desk and spoke with her. She apologized and offered 10K points in compensation for being inconvenienced. Needless to say, this hotel needs to get their security and safety down better. Why send a maintenance person at 10PM at night to go into a room? They also need a protocol to follow when a door doesn't open on a digital key. A simple check of the hotel registry would have shown that I was in the room. I felt unsafe the remainder of my time at this hotel. Needless to say, I did not ALSO get my 10K points into my account. I don't recommend this hotel if you can avoid it. Its room decor is worn, dated, and the tile in the shower had mold. The air barely could cool the room. Overall, I seriously question hotel guests safety. Spend your money elsewhere.

There is absolutely no customer service at this hotel. When I checked into my room, it was not cleaned properly. It also did not have a microwave and I was left with one bath towel, no hand towels, no replenishing toilet paper, etc. There was literally excrement on the toilet bowl, a long, black hair in the sink, a filthy side table, etc. I complained over text and asked for towels and a microwave. I even sent pictures. After complaining, absolutely nothing was fixed. They texted me again asking how my stay was and a second person offered to call me. I said yes to a phone call and no one called. On 9/6 I called Hilton's customer svc line who said that someone would call me within 72 hours. After hearing nothing from Hilton, I called again on 9/25 and was told the same thing. Today is 10/10 and no response has been given. I called Hilton again. I was informed that I would be transferred to the local hotel mgr. When the agent got back on the line, she said the hotel mgr that was there during my stay was no longer an employee (seems like a smart termination). The agent told me I would have to call the new manager back because they were not available when I called. Hilton has lost a longstanding customer due to the malfeasance of Penn's Landing.