Renaissance Hotel Philadelphia Airport

, Philadelphia, United States
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Renaissance Hotel Philadelphia Airport

4 star

Rooms: 52

500 Stevens Drive - Philadelphia - Pennsylvania - 19113 - United States Hotel Website | | 610 521 5900
192 Traveller

Reviews - Renaissance Hotel Philadelphia Airport

Historical Traveller Reviews of Renaissance Hotel Philadelphia Airport

The Staff Has Not a Clue

from tennman
Tonight three of us were less than 2 miles from the hotel but not at a convenient spot for a taxi pickup for transportation to the hotel for check in. The hotel agree to pick us up and stated that a shuttle was on the way. That was at 7:10 pm. At 7:30 when I called back to check on progress they had no information on the location of their own shuttle. At 7:54 the ride finally arrived. The explanation for the delay was that the pickup had been given to another driver who failed to make the pickup for some unexplained reason. No apology was given at all. On arrival at the my room key did not work. The solution at the front desk was to page engineering to fix the lock and asked me to wait around the lobby until engineering arrived. When I asked for another room right away they seemed to think my request was unreasonable.

The staff I have dealt with at this hotel has no clue about what good customer service is.

A Totally Bizarre Experience!

from RedSoxFanz
A totally bizarre experience.

First of all, we booked a king room for our romantic Red Sox getaway about a month in advance. We called & confirmed that king room the night before we left Boston and again from the road approx. 2 hours B4 we arrived. After trying to follow the directions the hotel told us over the phone, we finally found the hotel in the middle the swamplands south of the airport. The place was in the middle of nowhere and looked totally deserted. We checked in at the front desk. The front desk guy told us to "hold on a minute" while he checked the availability. He walked around the corner and disappeared. He came back 20 minutes later (yes - 20 minutes!) and told us there were no king or queen rooms available any more. He assigned us a double room and we went upstairs to check it out. It had a great view of the really cool pool area, but we just couldn't see ourselves spending our long weekend in separate beds. So, I went down to complain and got the cold shoulder from the original desk rep. I asked to see the manager. Without a word, this guy comes from the back, silently punches the computer keys in front of me and promptly produces 2 keys to a king room. We tried our new room keys to our new room and they didn't work. I went down to the front desk and received 2 new keys. They didn't work. I went down to the front desk AGAIN and received 2 MORE new keys. They didn't work. I went down to the front desk FOR A THIRD TIME and asked for a hotel rep to open our room and provide 2 operational room keys. They told us to wait in front of the room. By this time, a family of four was also waiting to get into their room next to us. A maintenance guy came by about 15 minutes later and let all of us into our respective rooms with his master key. Finally, we collapsed onto our huge, wonderful king bed. We unpacked, cranked the AC, and headed for the ballpark which was super close and really easy to get to.

The next morning our room was so comfortable and cool. The AC & cable worked great and the bed was wicked comfortable. I got up and used their free business center in the lobby to research some resturants and local attractions. The computers and printers were lightening fast. Later that morning, we ordered some room service at about 10AM. It took them over an hour (yes - an hour!) to bring us the wrong breakfast. We were starving, so we ate what they delivered. About 15 minutes into our meal, the phone rings and it's the food & bev Mgr "just checking in" with us. We told him our order was totally incorrect and we were in the process of devouring some eggs benedict and juice instead of the omlettes and coffee we ordered. He offered to comp that meal and bring us the original order. We declined his offer. Honestly, the food was great, it just wasn't what we ordered. We cleaned up, got dressed, then headed out to our second game at Citizens Bank Park.

Now, it's the following morning and it's time to check out. We should be all set because we had booked our room on-line, ordered no movies, made no phone calls and our breakfast should have been comped. Right? WRONG! They charged us top dollar for both rooms for both nights and both breakfasts! Our bill was almost $500!!!! After over 20 minutes of discussion with front desk staff, they required us to provide the original online booking reservation information. We felt like they were trying to catch us in a lie. I walked 10 feet to that same fantastic business center and used their facility to print out our original online reservation information (in color). Then I asked to talk to the manager. The original Mgr. from check-in came around the corner and asked to see our Id's and printouts. He looked over our documents and began to quietly punch the keys on the computer in front of us. About 5 minutes later, he dismissed us with a wave of his hand and a "you're all set" as he walked away. No apology. No explanation. No good-bye. No nothing.
Yeah - we'll be watching our credit card statements for sure.

Basically, this is a wicked nice hotel, but everybody who works there is either incompenent or could honestly care less.

A totally bizarre experience.

Average

from bluebell98
We stayed at this hotel as part of a group in July 2006. The hotel is located about 5 minutes from the Philadelphia airport -- just far enough that you don't hear the planes roaring by, but close enough that its a quick trip for early flights. They have a shuttle that runs to the hotel upon request. I used the shuttle and found that they were prompt in responding to my request, courteous, and helpful.

The hotel itself is a bit dated. They do have the new Marriott beds that the entire group found comfortable. We did have a number of problems with the rooms between all of our group members including -- dirty walls and floors, reservation mix ups, certain group members provided benefits when others were not, people checked into occupied rooms, cots removed prior and not replaced in a timely manner in the middle of the guests' stay.

We found that the clientele that frequented the bar area in the evening was loud and obnoxious. After about 8pm, most of the group (all with children) avoided the lobby area as best as possible. One of our group members found that their neighbors were so loud, they had to call the front desk to get them to quiet down. The restaurant, however, consistently served good meals and the service was above average.

Although this was not the best experience we have had, we were told by other people attending the same event and staying at other properties that we were staying at the best property in the area. The housekeeping and front desk folks could use some improvement and the hotel clientele could be much improved. Having stayed at a number of nice Renaissance properties, this one could definitely stand for some improvement.

Highly overrated

from A TripAdvisor Member
We paid 109.00 per night and it was not worth half that. The hotel was not really clean, the rooms stunk of cigarette smoke, my 7am wake up call came at 1:00am, some questionable locals (definitely not hotel guests) hanging around hotel and lobby area. The room appeared nice at first glance but were sort of shabby with lots of old stains on the ceiling and dirty curtains.

t buy the hype.

from A TripAdvisor Member
This hotel was indeed a bait and switch. I've frequented many Marriott Renaissance Hotels, but the Philadelphia location was not quite like the others. At check-in, I discovered that my hotel reservation was incorrect. I explained to the check-in attendant that I'd modified the reservation slightly and indicated the changes I'd made. The attendant, seemingly bothered that he couldn't just process my request as it appeared in the system, quickly found a room, gave me keys and sent me on my way. As I made my way to the room, I noticed room service trays strewn about--- under a table near an elevator area and in the halls. The room he'd assigned reeked of smoke and the same damp odor that permeated every area of the hotel (as if the air had been off for some time). I politely asked for another room and was told, "Since I feel like being nice, I'll give you another room." Absent the smoke, the second room was hardly better than the first--the linens were tattered, one of the bedskirts was noticeably dirty, coffee was spilled all over the "clean" coffee tray,the ironing board had what appeared to be blood stains on the cover and the bedside lampshade had a sticky substance that resembled cola. One night we returned to the hotel and were told by a parking attendant that we could not park in the hotel's parking lot, because they were hosting a prom. We indicated that we were guest and it didn't seem to matter. On another night, we walked into an incident in the lobby where some individuals were in the lobby screaming, "I can't believe she's (I believe they were referring to the desk attendant) calling the police on us." The experience was terrible and after writing 2 letters to Marriott's customer service detailing my experience, no one has contacted me to try to rectify the problem or to explain why the level of service at this location was so particularly bad.

Highly Recommend!!

from red0125
Beautiful hotel with impressive 12-story atrium lobby. All rooms open into the center atrium. Floor to ceiling windows, PLUSH bed w/high thread count linens & comforter. Room was really spacious as was bathroom. Colors very appealing. Wireless internet (free) available throughout the hotel. Ate in restaurant which was equally appealing and food was very good. Great gym & atrium pool. Highly recommend this hotel!

Meeting Rooms need improvement

from A TripAdvisor Member
I attended a 3 day meeting at this hotel last week. They seemed seriously understaffed. There was no help with the luggage and it seemed eveyone was doing 3 different jobs. The vendor displays took up the entire smallish lobby area leaving almost nowhere to sit and chat. The chairs in the meeting rooms were worse than usual with almost no padding on the seats making a long day even longer. Food service was blah at best. Out of the 2.5 days, we had pasta with EVERY lunch or dinner. The only break was a ham sandwich during one dinner session.

Instead of the usual ice bowls filled with drinks, the staff rolled in portable refrigerators DURING THE MEETING to supply water and soft drinks. Unfortunately, soda doesn't get cold in 5 minutes, so all the drinks were warm. On the last day a pipe broke just off the hallway to the pool area where they were serving our meals. By the end of lunch even the dams they had set up couldn't stop the water and we were all but wading to get back to the meeting rooms - and there was NO alternate route.

The concierge level had rather paltry breakfast and cocktail offerings and they didn't restock the refridgerators with soft drinks and water but once a day. Staff in the club weren't very friendly to the majority of the guests and supplies of everything from plates to flatwear were in short supply. The front desk was good and I was upgraded to a junior suite on check-in. Hand to manage my own bags and it was a bit of walk from the parking lot to the entrance.

One wing of the hotel that faces the pool atrium has balconies on the rooms, which are quite pleasent, but the sound, even low ones, really carry. The rooms were clean and tidy and about what you'd expect for a Renassiance. Beds were comfortable. The baths larger than normal. Wi-fi was free in the lobby and club room.

Had staff, club amenities, and food been better I would have given the hotel a 4* rating, but both were enough of an issue that it just doesn't make the grade. The Marriott is a much better meeting hotel and better staffed and managed overall.

Great Place

from Mebemargot
This is a great place to stay if you are traveling out of Philadelphia airport. The staff was wonderful, the place is beautiful. Food was good and a great deal if you want to leave your car while on vacation. We normally fly out of Baltimore, but no more! The hotel is very close to the airport, the shuttle runs every 20 minutes. A better hotel, closer and cheaper than where we normally stay in Baltimore.

Loved the Renaissance

from tsteichen697
This was a great hotel to stay at. Easy to drive to. The room was very spacious and so was the bathroom. The view was also good. The food at the restuarant was very good, and so was the service. They were very prompt to take us to the airport. The staff was very nice and helpful. I would stay at this hotel again. We had a perfect stay.

Comfortable but one privacy issue

from ktripping
This was the second time I've stayed here at the Philadelphia Airport Renaissance Hotel. I was impressed the first time (in June) and was looking forward to my stay again.

The restaurant has been renovated and menu was more italian upscale. Be ready to pay $15-20 per person. But food and ambiance was excellent.

Rooms at the Renaissance are always comfortable and the low, under $90 price is well worth the stay.

The only fly in the ointment was an employee who knocked at my door and tried to open the door before I could answer it. He had a welcoming letter and a stupid Philadelphia pretzel. Luckily I had the latch on and it kept door from coming open. I got there, checked to see who it was and basically gave the male employee hell. "What do you think you're doing???" He was not apologetic and very defensive/huffy. It really ruined my favorable feeling towards this particular hotel. I called the Manager on Duty and told her that before employees enter a room, they should knock and wait for an answer. Not try to come in. Or why not put letter and pretzel in a bag on the door.

I'd stay in another Renaissance Hotel, but I won't be staying here unless I have assurances from Management before I check in that a slight on my privacy will not be overlooked again.
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Other names for Renaissance Hotel Philadelphia Airport

  • renaissance philadelphia
  • philadelphia renaissance
  • Address: 500 Stevens Drive - Philadelphia - Pennsylvania - 19113 - United States
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