Hilton Philadelphia at Penn's Landing

Shanna at the front desk of the Hilton Penn’s Landing provided outstanding customer service during my checkout. She was pleasant, professional, and attentive, ensuring everything went smoothly from start to finish. Her friendly demeanor and willingness to assist made me feel appreciated as a guest. It’s employees like Shanna who help create a positive hotel experience and leave a lasting impression. She represents the Hilton brand very well, and I would gladly return!

I had absolutely no intention of writing this review. Management ultimately compensated our stay, and despite numerous issues, I was prepared to leave it at that. Unfortunately, one final interaction with an employee named Jorge changed my mind. Our stay at the Hilton Philadelphia at Penn’s Landing was disappointing from the beginning. Upon arrival, we found hair in the bathroom, a poorly draining sink, inadequate air conditioning, uncomfortable pillows and no Do Not Disturb sign. Our toilet stopped working around 6 PM, and despite reporting it, nobody arrived until approximately 11:30 PM. The bedding was another ordeal. Our comforter was visibly dirty, which I photographed. After requesting a replacement, I was told none were available. Eventually, a rude security employee delivered a paper-thin blanket. We didn’t receive clean bedding until approximately 11 PM the following night, thanks to an employee named Damera (apologies if misspelled). She was genuinely kind and the only person who made us feel our concerns mattered. Throughout our stay, there was a frustrating lack of accountability. Every time we approached the front desk, someone had just started their shift or passed responsibility to another employee. We repeatedly explained the same problems. Shauna at the front desk was particularly dismissive, responding, “I just got here, I need to understand what’s happening,” with little empathy or acknowledgment of our inconvenience. Management eventually compensated our stay, which I appreciated. I considered the matter resolved. Then came Jorge. At the end of our stay, Jorge made comments we found insulting, concluding with, “Just another day in America.” After everything we had experienced, I found that remark astonishingly dismissive and unprofessional. It is the sole reason I’m writing this review. I’m sure this will be written off as another guest being rude or difficult. And to be transparent, by the end, I was frustrated and my tone reflected that. I had spent most of our stay being patient and polite, but that approach seemed to accomplish very little. I’m not pretending I remained perfectly pleasant, but my frustration didn’t come out of nowhere. I work in hospitality management myself. I understand that maintenance issues happen, shifts change and guests become frustrated. What matters is how those situations are handled. A sincere apology and a little empathy can make all the difference. I appreciate the compensation and especially Damera’s kindness. Had our stay ended there, I wouldn’t be writing this. Unfortunately, Jorge’s final interaction left a worse impression than the room issues themselves. Compensation can address the inconvenience, but it doesn’t erase how guests are treated. If management would like to discuss this further, please respond with an email address where I can reach you. I’d be happy to discuss our experience directly.

Fantastic location in Old City. Great views of the Delaware River and the city. Front desk staff, in particular Demara, were warm and welcoming.

I’ll start with the good. The view from the 19th floor was good, the room was overall clean, the elevators in the main building were fast and there’s lots of good food options within walking distance. Now the other stuff. The hotel room was in an advanced state of neglect and disrepair. Broken lamps, towels with holes, sheets with obvious wear spots, a cracked switch plate, etc. The room never got cool regardless of thermostat settings. The sink and shower controls were crooked and loose. The tub wasn’t draining so when we tried to open the drain the entire drain fixture came out. And most importantly for me, the outlets are underpowered. I have sleep apnea and use a cpap machine to help me breathe while asleep. Plugged in to a main wall outlet it didn’t get enough power to work at full pressure so I slept terribly since I was suffocating a little. They do have some full power outlets but the low power outlets are not marked as such and are the majority of the outlets in the room which makes me wonder about their electrical system. Also of note the parking garage is both expensive and a nightmare to get in and out of. Overall it wasn’t a terrible hotel if you want a clean place but I’ve seen better rooms in most 2 star hotels which cost less than half the price. For a luxury hotel this was a huge disappointment and I would not recommend it. The sense I got was that of deferred maintenance and lack of investment in anything that isn’t the lobby and bar.

I’d like to recognize Shanna for her exceptional service. She went white and beyond in making sure that I received the proper welcome and hospitality. She even went out of her way to show me places I should go after hours TJ grab a bite after the restaurant at the hotel was closed. I also want to thank the security guard who is named Veronica who made sure I was safe and checked behind me to assure my security at the site. I honestly will be coming back here next month and staying at this hotel because of their service and protection!