W Philadelphia

I’ve stayed at the W more times than I can count, but this was easily my worst experience, and I didn’t even stay there. I had a two-night reservation. The first night was covered with Bonvoy points, and I paid the original charge for the second night. Two representatives told me that, as a platinum elite member, I could cancel on the day and have the cancellation fee waived. I did that, but I’m now being charged what looks like three nights, about $120 more than the reservation, and my AMEX was charged again for a second day in a row. The day after cancelling, I went over to speak with manager Manuela and the employees on duty. They refused to return the money, called the call center representative a liar, and said the call center couldn’t tell the on-site staff how to do their jobs. Now there’s an even higher charge, double the original reservation. I’ve loved staying at the W when I’m in town, but I’ll never choose this location again. Photo 1 shows the original charge for the second night. Photo 2 shows the charge that went up even though I didn’t stay. Photo 3 is an extra charge for who knows what. I’m not sure how the original amount got so high.

Nathan was kind, friendly, and pleasant throughout the time I waited for my Lyft driver, Yanna, to bring back my phone. She did return it safe and sound, and I’m so happy about that. I’d left it in my Lyft, and Nathan, the manager, let me use his phone to contact the driver and suggested I wait inside and warm up. He stayed with me the whole time. He also helps guests with check-in, checkout, and valet parking. I haven’t stayed here, so I can’t speak to the rooms, food, or drinks. I did get the impression it’s a luxury hotel with all the amenities, and it’s extremely expensive. I had a good experience thanks to Nathan. God is so so good to me. I made a new friend here. Have a good night, work out, stay active and mobile, fit and fabulous, especially if you’re over 50.

The views from the 43rd floor were incredible, and I loved the decor and lighting. We had a beautiful bathroom with a soaking tub and separate shower. A curtain opens into the “bedroom,” which we left open, and the shower and toilet each had separate glass walls. There was also a separate half bathroom by the door. We treated ourselves to bottles of liquor, shower steamers, and the adult kit they offered. We came to Philly for a fun summer trip and upgraded to a suite at check-in. While we waited in line, staff offered water or a paloma. The spa was beautiful and amazing. I believe the front desk said the lobby turns into a club at night, which sounds very cool. Being so high up, we had no noise complaints. The staff were helpful, the waiters friendly, and housekeeping was great. I absolutely loved the place and will definitely come back for another suite.

I’d never stayed at this hotel, and after they charged my card despite my cancelling within the timeframe required by their own policy, I never planned to. Some other reviews also describe what look like fraudulent charges. I disputed it with my credit card company and reported it to the BBB. I expected much more from a “luxury” hotel, and planned to contact Marriott too. Update 3/5/26: They refunded the full amount and apologized, so I give them credit for fixing their mistake.