下载App
资质规则
旅行
账户
Tripadvisor用户
Terrible experience.
新费城TownePlace套房酒店的点评
点评：We faced an unforeseen schedule change, and while I understand the policy about cancellations, I reached out to the hotel with the hope of an exception considering the circumstances. However, instead of empathetic assistance, what followed was a series of unprofessional and negligent actions by your front desk staff.
During my first call to the hotel, the receptionist left me on hold indefinitely, without any explanation or follow-up. I waited for a staggering 25 minutes, wasting my time and patience. When I called back immediately, another receptionist finally picked up, promising to consult the manager and call me back. To my dismay, three hours passed with no response, forcing me to make another call.
The second receptionist appeared unaware of the situation and provided no resolution, merely repeating the same promise to consult the manager and call back. This lack of communication and accountability on behalf of your staff led us to decide to proceed with the reservation despite the inconvenience and environmental impact of driving an extra 300 miles. It is disheartening to see Marriott, a company committed to sustainability, contributing to excess carbon emissions of approximately 270lbs in CO2.
Upon arriving at the hotel, our experience did not improve. The receptionist showed no remorse or accountability for the previous mishaps and seemed untrained and inept to handle guest concerns. This individual's personal hygiene issues were not only unprofessional but also unsanitary, creating an extremely unappetizing atmosphere for guests. It is concerning that his issues went unnoticed or uncared for by hotel management.
To add insult to injury, one of our reserved rooms was in an appalling condition with feces on the toilet seat, as evidenced in the attached photograph. This blatant disregard for basic hygiene standards is unacceptable and raises serious concerns about the cleanliness and overall quality of your establishment.
Upon lodging a complaint and requesting a full refund, the senior management later called mentioning that the owner would be willing to refund one of the rooms’ charges and asked whether I was okay with it.
The hotel completely missed the point that this was not about a negotiation but the property completely missing the mark on caring for their customers in the most basic way.
During my first call to the hotel, the receptionist left me on hold indefinitely, without any explanation or follow-up. I waited for a staggering 25 minutes, wasting my time and patience. When I called back immediately, another receptionist finally picked up, promising to consult the manager and call me back. To my dismay, three hours passed with no response, forcing me to make another call.
The second receptionist appeared unaware of the situation and provided no resolution, merely repeating the same promise to consult the manager and call back. This lack of communication and accountability on behalf of your staff led us to decide to proceed with the reservation despite the inconvenience and environmental impact of driving an extra 300 miles. It is disheartening to see Marriott, a company committed to sustainability, contributing to excess carbon emissions of approximately 270lbs in CO2.
Upon arriving at the hotel, our experience did not improve. The receptionist showed no remorse or accountability for the previous mishaps and seemed untrained and inept to handle guest concerns. This individual's personal hygiene issues were not only unprofessional but also unsanitary, creating an extremely unappetizing atmosphere for guests. It is concerning that his issues went unnoticed or uncared for by hotel management.
To add insult to injury, one of our reserved rooms was in an appalling condition with feces on the toilet seat, as evidenced in the attached photograph. This blatant disregard for basic hygiene standards is unacceptable and raises serious concerns about the cleanliness and overall quality of your establishment.
Upon lodging a complaint and requesting a full refund, the senior management later called mentioning that the owner would be willing to refund one of the rooms’ charges and asked whether I was okay with it.
The hotel completely missed the point that this was not about a negotiation but the property completely missing the mark on caring for their customers in the most basic way.
翻译：我们遇到了不可预见的日程变更，虽然我了解取消预订的政策，但考虑到具体情况，我还是联系了酒店，希望能获得例外。然而，随之而来的不是同情心的帮助，而是前台工作人员一系列不专业和疏忽的行为。
在我第一次给酒店打电话时，接待员让我无限期地等待，没有任何解释或后续行动。我等了惊人的25分钟，浪费了我的时间和耐心。当我立即回电话时，另一位接待员终于接了电话，承诺会咨询经理并给我回电话。令我沮丧的是，三个小时过去了，没有任何回应，迫使我再次拨打电话。
第二位接待员似乎不知道情况，也没有提供任何解决方案，只是重复同样的承诺，咨询经理并回电。尽管额外行驶 300 英里会带来不便和对环境的影响，但由于您的员工缺乏沟通和问责制，我们还是决定继续预订。万豪作为一家致力于可持续发展的公司，其二氧化碳排放量超额达到约 270 磅，令人感到沮丧。
到达酒店后，我们的体验并没有改善。接待员对之前的事故没有表现出任何悔意或责任，而且似乎没有受过训练，也无能力处理客人的担忧。这个人的个人卫生问题不仅不专业而且不卫生，给客人营造了一种极其倒胃口的氛围。令人担忧的是，他的问题没有被酒店管理层注意到或忽视。
雪上加霜的是，我们预订的一间房间的状况令人震惊，马桶座圈上有粪便，如所附照片所示。这种对基本卫生标准的公然漠视是不可接受的，并且会引起对您机构的清洁度和整体质量的严重担忧。
在提出投诉并要求全额退款后，高级管理人员后来打电话说业主愿意退还其中一个房间的费用，并问我是否可以接受。
酒店完全忽略了这一点，这不是谈判，而是酒店完全没有以最基本的方式照顾顾客。
在我第一次给酒店打电话时，接待员让我无限期地等待，没有任何解释或后续行动。我等了惊人的25分钟，浪费了我的时间和耐心。当我立即回电话时，另一位接待员终于接了电话，承诺会咨询经理并给我回电话。令我沮丧的是，三个小时过去了，没有任何回应，迫使我再次拨打电话。
第二位接待员似乎不知道情况，也没有提供任何解决方案，只是重复同样的承诺，咨询经理并回电。尽管额外行驶 300 英里会带来不便和对环境的影响，但由于您的员工缺乏沟通和问责制，我们还是决定继续预订。万豪作为一家致力于可持续发展的公司，其二氧化碳排放量超额达到约 270 磅，令人感到沮丧。
到达酒店后，我们的体验并没有改善。接待员对之前的事故没有表现出任何悔意或责任，而且似乎没有受过训练，也无能力处理客人的担忧。这个人的个人卫生问题不仅不专业而且不卫生，给客人营造了一种极其倒胃口的氛围。令人担忧的是，他的问题没有被酒店管理层注意到或忽视。
雪上加霜的是，我们预订的一间房间的状况令人震惊，马桶座圈上有粪便，如所附照片所示。这种对基本卫生标准的公然漠视是不可接受的，并且会引起对您机构的清洁度和整体质量的严重担忧。
在提出投诉并要求全额退款后，高级管理人员后来打电话说业主愿意退还其中一个房间的费用，并问我是否可以接受。
酒店完全忽略了这一点，这不是谈判，而是酒店完全没有以最基本的方式照顾顾客。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
