9.4/10 Exceptional! (1,002 reviews)
Unfortunately, the experience fell short. My first issue occurred prior to my stay, the communication via text messages were left unanswered and left me feeling like concierge was not attentive. Check in was uncomplicated, I was greeted by the doorman who helped me out of my vehicle and took care of my luggage. In my room however the mini-fridge had leftover food and missing beverages, a major oversight in housekeeping which should not happen at a luxury hotel. I requested amenities at my arrival and those amenities were not present and it was never communicated with me that they would be delivered after my arrival. Speaking of amenities, one of the items I requested was the pretzel and love park chocolate and while the chocolate was good, the pretzel was hard and lacked any of the qualities that identify a Philly pretzel. I also requested turn down service and upon my first night no one came to do my turn down which was a disappointment, I did however get turn down service my other two nights. Another major disappointment was the non-existent car service. It was advertised that there was a Premium Jaguar service which could take guests within a 2-mile radius. However, during my stay I was told it was unavailable because the car was being serviced. It is baffling that a major luxury hotel relies on a single vehicle for this, especially when guests are paying a mandatory destination fee. Also, a doorman was not present 24/7 which came as a bit of a surprise.
Reviewed on Nov 13, 2026
