Hilton Philadelphia at Penn's Landing

I was very disappointed with my recent stay at this Hilton. Our room smelled strongly of cigarette smoke, which seemed to come through the vents. The odor was so overwhelming that it lingered on our clothes and made the room extremely uncomfortable. Even upon arriving home, my clothes still smelled like smoke. On top of that, the hotel was surprisingly loud. Even though we were on the 12th floor, we could still hear noise from outside (loud music, and a DJ) and within the hotel late into the night, (until 2am) which made it difficult to get a restful sleep. I had higher expectations from Hilton and did not feel the stay reflected the brand’s usual standards.

Common areas and location good. Room was a C. Dated and dusty. Nice views. Decent bed and bedding. Old furniture. Lamps and chairs full of dust. TV had no streaming. Bathroom was a D. For disgusting. Tub had mold and mildew. Tub floor was tan (no longer white) it smelled musty and moldy. I just tried not to look or touch the walls of tub. Toilet slow to flush and had to take the stopper out of sink to get water to drain properly. It could be really nice with a redo. I did a chat with front desk through app. Since my Conf was at the hotel, I couldn’t check out. They offered me 15,000 points after I requested twice. Also said manager would call me. I never got a phone call. Never got the points either. Disgusted and disappointed. Would not stay here again with other options. Staff nice but no follow up. The views were lovely. Good coffee shop. I was there with a group. At least five other people had similar issues with their rooms, including on non working AC. To be fair, some people said rooms dated but fine. I paid $20 extra a night for a room upgrade. Should have received that back as well. But for now, no points and no follow up call.

Tyanna is amazing 100% management material. After hearing me have an issue with the level of service with Julia, Tyanna saved the day and straighten out the room reservation. The stay went very well after she intervened and it saved me having to call and write corporate with a very distasteful review. Julia needs to retrained on basic customer service. She had an "attitude" and was not helpful at all with me needed to change the room type- 10 minutes after i booked it. Julia definitely did not exhibit the level of service I've come to expect from Hilton.

The location was great and that was the only positive. Wish I could give you zero stars. Worst run hotel Ive ever stayed at. Let me start by saying we were a large block of rooms for my daughters wedding, bringing them lots of business. We personally had two rooms. At initial Reservation they made 3 mistakes. 7/24 received the check in email, took 40 min. for APP to work (kept saying "Ooops, something went wrong") then would only let me choose one room. Decided to call hotels to get it worked out. Started calling at 7 am, all day and no answer with 3 hang ups. Finally gave up. No one answers the phone! On check-in we asked the front desk attendant not to put us by an elevator. She said we would be down a little. You get off the elevator and the first room you see is the one she gave us, right next to the elevator. Liar or incompetent. Received double email bills. One of our comforters had a stain on it. Shower didn't work correctly. Our keys stopped working, both rooms half way through the stay. Cant use the elevator without the key. Elevators never worked correctly. On 7/27, at check out, we waited 20 min. for an elevator, the ones that stopped were full. We ended up taking the stairs down 9 floors. Im 67. Our room didn't get maid service two days, both rooms Monday 7/28. Tried calling the Hilton for an hour and a half to talk to a manager. No one answers the phone! Talked to three Hilton customer care people. One transferred me to the hotel where no one answered, I told her not to tranfser me. The next one the call dropped and the third one said she couldn't hear me after a fifteen min. conversation. and hung up. Only decent person was the bartender Sarah on 7/24, Thursday night. Hotel manager should be fired. The operator, if there is one, should be fired. Half the Front desk and house service staff should be replaced. BTW I am a Hilton Member, they can take that membership and shove it.

We arrived at 2am with our four children after reserving two rooms with two queen beds each. We had called earlier in the day to specifically request adjoining rooms, and we were assured that would be no problem. When we arrived, we were given two rooms next to each other—not adjoining. We could’ve accepted that, but then things took a shocking turn: when we opened the door to one of our rooms, there were already people inside sleeping. We were horrified to realize we had been given a key to an occupied room—a major violation of safety and privacy, both for us and for the guests inside. With four kids, this entire experience felt unsafe and chaotic. No real apology was offered at the time, and we were left with no clear resolution. This is not what we expected from a Hilton property. The location is great, and the views are nice, but none of that matters when basic hospitality and safety protocols are ignored. We will not be returning.