Residence Inn by Marriott Philadelphia Airport

We ended up paying $40 for a seven-minute Uber because the airport shuttle never showed after we waited 20 minutes in brutal cold. Our flight had been canceled, so we needed somewhere to sleep overnight. At check-in, we asked for a 3 PM late checkout because our flight was in the evening, and our status allowed it. We also booked a 3 PM airport shuttle for the next day. The desk said both were confirmed. Then at 3:12 AM, we got a call scolding us for missing our airport shuttle. Why would we ask for a 3 PM checkout and a 3 AM shuttle? In the morning, breakfast was tasteless waffles, cold eggs, stale bagels, and cereal. The water dispenser was out of service, so we had to buy overpriced bottled water. When we asked about the late checkout, the front desk said it wasn't in the system, and neither was the shuttle. We explained that both had been confirmed the night before, and she agreed to add them to our room. The staff were rude and dismissive, and the rooms and bathrooms were outdated and smelled bad. I don't normally write negative hotel reviews, but this one really got to me. It felt like a rip-off, and I'd tell people to stay away and spend their money elsewhere. We would have stayed at the Marriott at the airport, but it was sold out.

I left my pillow in the room, which was my fault, but it was easy to recognize, with my own pillowcase on it. I called to say we'd come back for it, and they said they'd check with housekeeping and call us. No one did. When I called the next day, someone else said they hadn't heard about it and would contact housekeeping right away. Still no call. Four days later, at the end of the week, I called a third time and explained how frustrating it had been to get through from the start of the trip. I also mentioned the towel and unanswered calls, and the reply was just “ok.” I eventually got to a manager who was able to help. Overall, communication and courtesy were poor, and I probably would have returned several times since close family lives nearby. We stayed one night. Around 8 PM, when we went to shower, we saw several strands of someone else's thick black hair embedded in a towel. I called the front desk three times for fresh towels but never got through. We had to get up early, so we went to bed, and nobody called back. I mentioned it to the man at the desk when checking out the next morning, but they didn't have much to say.

The front desk staff were super nice and attentive, and I wish the rest of the stay had matched that. I've stayed at many Marriotts and Residence Inns, so I expected more. The couch had stains, the kitchen plates and utensils looked neatly put away but weren't clean, and the two folded towels were covered in hair when I opened them. The gym was missing some equipment, and other equipment was broken. At breakfast, I arrived 20 minutes before closing but the worker rushed me. I wish I'd had a better experience and felt comfortable staying here next time I'm in Philadelphia. I'd suggest checking rooms to make sure they're cleaned properly. Thanks to the front desk team.

The rooms were spacious, the King beds were comfortable, and the parknfly package was great value: one night's stay and seven days of secure parking in the hotel lot. The front desk staff were helpful and efficient. Shuttle service was also excellent. The driver took us promptly to the PHL terminal, and a week later another equally courteous driver picked us up at Terminal B Zone 4 within minutes of our call to the front desk.