Residence Inn by Marriott Philadelphia Great Valley/Malvern

My boyfriend, his daughter, and I had to leave our home for three months after severe water damage. We also had car problems and plenty of other stress, but the hotel staff were such a bright spot through all of it. Everyone we dealt with, from management and the front desk to the morning kitchen crew and maintenance, was kind and accommodating. The room was clean and comfortable, and exactly what we needed. I can't say enough nice things about the place.

The location was OK, but the rest of our stay was not worth it. The AC broke, and we were moved at 10 pm to a downgraded room with no separate bedroom for our toddler. We had to move all our things, and they refused compensation. Staff repeatedly said a manager would call about the problems, but nobody followed up. It felt like they kept passing us around instead of helping. We were also charged for marketplace food even though we never went into the marketplace, and the final bill still didn't match our original reservation confirmation, even after those charges were removed. Wear and tear was easy to overlook until all this happened. I know the property was recently sold, and the new management should work on customer service. Do not book this hotel.

The hotel was clean, and I hope I can stay again when things are going better. I was there for one night after a really bad run of events, and then my door wouldn't open. The woman on the night shift from January 19th into the 20th, I think her name was Taleiah, sorry if I got that wrong, was an absolute angel and got it sorted out for me.

The rooms have been clean every time I've stayed, and the location works really well for me. I've been back several times, including once for a full month, and every stay has been great. The front desk crew and the rest of the staff are terrific, and so is GM Brian. This is my go-to hotel when I'm in the area.