Courtyard by Marriott Philadelphia Willow Grove

I checked in at 4:32 PM on Thursday, 2/26/26, and felt I had to say something. I’d stayed here the week before and was satisfied, and the woman at reception then was nice. This time was different. The desk agent asked if two keys would be enough. I said one was enough, but she kept typing without responding. I repeated myself a couple more times, then she said, “I heard you sir.. I heard you all several times you repeated. It’s the system that says “ two keys” .” I understand the system may request two keys. What bothered me was being asked and then met with silence. I took that as rude, and it was rude. I’m paying to stay here, I’m not a free guest. Maybe she needs a reminder about how to treat people. This review could change if her attitude improves, or if someone calls me to clear up a possible misunderstanding. Otherwise, I may leave it as is and post it on EXPEDIA and other sites. For now, I won’t recommend this hotel at all until there’s further assessment. Thanks for reading.

Isabelle and Nasir made the stay especially good. They were kind and accommodating, and the customer service was top notch. We also had newly renovated rooms with comfortable beds and brand new showers. It’s a standard courtyard at the main entrance, and there’s a restaurant just a few steps away, so the location worked well. I’d seen some bad reviews and was hesitant to book, but my experience was great. We did see construction on the other half of the hotel. Once those renovations are finished, I imagine the reviews will improve a lot. Thanks again!

The bathroom had clearly been neglected. It was dirty, the shower ceiling had a patch job that didn’t look nice, and we were glad we’d brought wipes. The bathroom door was so warped it wouldn’t shut. The bedroom door was badly rusted and made noise when I closed it, enough to wake my wife. And the carpet was beyond dirty. Construction was another big problem. Trucks backed up and beeped through the day, there was a toilet sitting on the patio across the courtyard that we had to look at all weekend, and the floor on our level was being torn apart. The smells were terrible. Thankfully that work started the day before we left. I think we may have been upgraded to a suite, which I don’t usually choose. We were worn out after a long travel day, so I should have asked about it. Now the Marriott site won’t show my reservation because it’s in the past. I picked this place based on its 4-plus-star reviews. It’s now at 2.5 stars, and I never would have booked if I’d known. What a mistake. What a dump!

After a medical emergency, I was taken by ambulance to the hospital. Before I left, I gave my personal belongings to the front desk for safekeeping. Since then, I’ve tried repeatedly to get them back, but the manager won’t let me verify or retrieve them, or even check the back area to help sort this out promptly and professionally. I’ve made several good-faith attempts to resolve it directly. I’m simply asking for my property to be returned. This has been extremely stressful on top of the medical emergency. I’d rather not take it further, but if my belongings aren’t returned, I’ll have to pursue formal action through the courts. I hope Marriott corporate steps in so this can be handled quickly and appropriately.