Embassy Suites Philadelphia Center City Complaint - Worst experience in a hotel
We reserved a city-view suite online, during check-in and with much excitement, we inquired as to whether city- or logan square-view was better, ONLY then we were told that neither was available! This was a huge disappointment, since we reserved the room as a surprise for a special occasion and the city-view was specifically asked for. And the question is raised- what if we wouldn't have asked? would the mix up have been brought to our attention?
We were offered a reduced rate, but that didn't compensate for the expectations of our one night stay there. We were promised that it was still a great suite. With open minds, we settled into our room. During the night, the suite felt warm so we turned on the air, only to discover that it made obnoxious and loud noises- obviously needing maintenance. But certainly not at 3am! After an uncomfortable nights sleep, we made our way to breakfast, but soon realized that the elevators were packed and extremely slow, so we ended up having to take the stairs from the 9th floor! Upon our return to the room, and to top off our experience at Embassy Suites, our room key didn't work! What else could go wrong??
A few days later, after reviewing the bank account used to pay for the room, it was showing that we were charged for two nights!! A phone call to a Embassy Suites representative, left us to believe that it was the deposit that was charged to our account and will be refunded within 5 days. I have never heard of such a thing! Usually, a hotel will take a credit card number down to secure the deposit, but won't actually charge the card! And for one night?!?!
I've stayed in an Embassy Suites before with much pleasure. Unfortunately, our special occasion, and what was supposed to be a wonderful surprise, was overshadowed and dampened by our experience with your hotel that night.