The Ritz-Carlton, Philadelphia

My recent stay at this Ritz location left much to be desired. I've stayed at a few different Ritz properties and this was perhaps the one that really left me feeling that this particular location's manager needs to change their hotel's standards to match those of other Ritz properties around the world. I came to visit with my adult son to visit the Christmas markets and enjoy a night in town. I'm a lifetime platinum Marriott member, Ritz credit card holder, and a marriott vacation club owner, so I've visited my fair share of Marriott properties and this welcome was anything but warm. A guest comes to the Ritz because it usually marks a special occasion, and my visit to this property felt so routine and ordinary. To begin with, the check-in at this Philadelphia location was about the same level as at a Courtyard. While other Ritz properties (Georgetown and San Juan, Puerto Rico celebrate their guests when checking in by thanking them for being a platinum level member, asking them where they're traveling from, and offering them champagne, here I was initially given a room on the 6th floor. I received welcome gift points and that's about it. When I mentioned my status and asked for an upgrade, they moved me to the 9th floor despite there being 23 floors in the building, and the staff said that the building was nowhere near being full. The room itself was clean, but it could definitely use a bit of an update and renovation. The interiors are a bit tired. The service staff were very friendly and fast; when I asked for extra coffee pods to be delivered, they arrived in less than 10 minutes, which was good but really the bare minimum. The concierge was friendly when I called to get some sightseeing tips, which I appreciated. Now, another reason we choose this Ritz is for the ambience of the hotel lobby area. Early in the morning or after a long day out and about, we come to the lobby to enjoy the space which often has historical significance like this Pantheon style building which used to be a bank. The evening we were there, the lobby sounded like a mix of a Buffalo Wild Wings and a mediocre dance club. The lobby bar Aqimero was opened up to the public since there was an Eagles game which was being broadcast on all the TVs and the bar was full of loud cheering fans. The lobby was so loud and full of non-resident guests that there wasn't room for any guests to actually sit there, let alone enjoy the lobby. We sat there for ten minutes and left to our room because we couldn't handle the noise. The next morning, around 9 AM, before the music had been turned on, we got a cup of coffee and were chatting with some other guests who happened to be from Maine, and we both discussed how obnoxiously loud the lobby had been the night before. To make up for this, guests should at least be offered breakfast on the house at the Aqimero restaurant. The front desk staff were friendly. Since the lobby was unbearably loud, my son and I took the elevator to the grand ballroom level and were curious to see the space but were soon found by security and escorted back to the lobby in a manner akin to going to the principal's office when one gets in trouble at school. If there are areas of the hotel off limits, the elevator access should be restricted. The security guard was not friendly. When a customer sees issues with the staff, that usually indicates an issue with the manager's expectations and training for their new staff. Excellence in hospitality starts from the top, and it was clear that this place is below Ritz standards. A few months earlier, my son had visited for work and stayed at the Notary, a Marriott Autograph collection hotel around the corner. We visited that lobby too and it was so pleasant and quiet on Saturday evening. I hope Marriott corporate takes a look at how this property is being managed because it needs a change. I'd be happy to discuss this further with management. Overall, this was an unsatisfactory stay and I would not recommend to others thinking about spending the night at this Ritz.

Been coming here for years. This visit feels different. No longer a lobby to sit and relax as the area is almost entirely taken up by the expensive restaurant. So hard to sit and just relax as you have to order something. We are Bonvoy members so my husband requested extra pillows on the app which didn’t arrive so we called front desk to get them and asked them to bring some Chocolates (part of turn down service) which didn’t arrive. Called front desk to ask for them again but never arrived. Gym super small and outdated. Strangely person at front desk said we were getting a nicer room. Not sure. Still small and TV positioned in the room so that there is no way to sit and bed and see it. The TV is a sharp left of the bed. They advertise coming to lobby for a light show based on history of the bank closing a five. Asked the concierge and he seemed less than enthused. We went to lobby and I agree with him. That’s okay but not sure why there is a write up about this on the key envelope as if it is something special to see. Might think twice before paying high prices here. Used to love to come here. Same beautiful bank building which is lovely. Hoping feedback helps.

Horrible experience, I saw these 2 girls get put put of the hotel for no reason. Apparently they both got keys to the room hours before their concert and when they arrive the keys did not work anymore. When they went to the front desk they was asked to leave with no explanation. Seems like racism to me. I will never come here again.

No doormen to help with luggage on stairs to hotel entry, only after I drug my 40 pound bag up and into hotel Obvious Holes in my bedspread Definitely not worth the high price tag!

Around 9:21am today Saturday, my out of town friend called the hotel to ask about early check-in. The lady on phone was very rude and ghetto. My friend wondered if he was calling Motel 6 She slammed the phone but missed hanging up I would like management info to discuss this