I travel frequently and always try to book my overnights at a Marriott property. Until this stay at the Philadelphia Airport Marriott, I had never spent a disappointing night with this chain.
My room was lovely, but the bathroom had a myriad of problems: broken hairdryer, tub that would not drain, toilet that would not properly flush. It took 2 days, 4 requests and finally a face-to-face meeting with a hotel manager to get a new hairdryer and a properly working toilet. The tub never did drain properly. The food service is expensive and the quality is marginal. I ordered from room service twice and both times, despite specific instructions (requested in a kind and friendly manner), the orders were wrong (and I was overcharged). After paying $17/day to park, I was not given the appropriate receipts to drive my car out of the garage. I had to pay additional fees to the parking attendant and was told I would need to return to the Marriott to arrange a refund. I understand that customer expectations can, at times, be unrealistic and petty. In my case, what annoyed me more than the actual shortcomings of my room and the restaurant, was the complete lack of customer follow-up at the hotel. Words like "my pleasure" or "how can I serve you" mean nothing if there is no real service to back up the phrases. Marriott needs to take a closer look at this property...it is an unfortunate blemish.
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