The Warwick Hotel Rittenhouse Square Philadelphia

Scott Fisher, General Manager The Warwick Hotel Rittenhouse Square Philadelphia Dear Mr Scott Fisher, I had a three-day reservation at the Warwick Hotel Rittenhouse Square in Philadelphia. Waking up to a freezing room the first morning, I stopped by the front desk to ask them to check the room’s heating system and to confirm that housekeeping would clean up my room. With the reassurance of the front desk personnel, I left for the day. Upon our return at 4pm, we found the room untouched and freezing. I stopped by the front desk again and the front desk clerk said that she would call he housekeeping and engineering colleagues right away to address the issue. By 5pm, nothing. When I was on our way to the front desk for the third time, I ran into a couple of managers on the floor who explained that housekeeping was gone for the day, and that their manager must not have prioritized my room for cleaning. They said that they would go to the front desk and send engineering to my room right away. I walked with them to the front desk and spoke with Robert, the front desk manager. When I asked why housekeeping had not stopped by my room after three rounds of inquiry, Robert responded, “JUST BECAUSE YOU ASKED DOESN’T MEAN THAT YOU WOULD RECEIVE HOUSEKEEPING.” How about heating then? The engineer dispatched to the room confirmed that heating was not working in the room. After further delay for a half hour, Robert finally assigned us another room. He then asked if I received breakfast coupons at check-in and offered me the coupons in case I didn’t. I explained that I did end up receiving the coupons for my Titanium status after some haggling at check-in. He said that the property only joined Bonvoy months ago. Their GM “did a good job securing breakfast coupons” but the coupons were not automatically given to select guests. I did not feel that I needed to be grateful for their generosity. On the day of check-out, Robert stated he would credit my account with 20,000 points "for all the troubles." I was not in the mood to discuss the matter further at that time. This credit failed to show up on my account until I asked Bonvoy to intervene—yet another example of how this establishment treats Bonvoy members. If you do not intend to offer members the benefits that come with their status tier, do not join Bonvoy. If you do not intend to provide housekeeping even when requested, do not be a full-service hotel (in the TRIBUTE PORTFOLIO?!?). If you do not even intend to guarantee heating in your rooms, do not operate a hotel. Sincerely, A truly disappointed customer

The only reason this got even 2 stars was because of the location and the front desk, since the staff was very nice. The restaurants and bluestone cafe are great. The hotel itself is a hot mess. My first room had no wifi and everything was not updated and in bad shape. The second room was slightly better, but housekeeping neglected to give me any towels. except for a face cloth.. which I discovered unfortunately WHILE showering. So I had to dry off with that facecloth. The "Self" Parking is $50 per night. The valet parking is $60 per night. Since I barely saw anything at Valet and needed to pull around since there was a delivery truck blocking it when I pulled in the first time, I'd say that I made the right choice, but still a huge amount for just parking in a public city garage attached to the building. Save yourself some frustration and price-gouging and go to the Palomar down the street. I thought I was being cost-effective by staying here, but with all the added costs and the headache of switching rooms, I'll spend the $20 more next time. I did mention that things weren't great when I checked out. That was met with somewhat of a shrug and a follow-up from management that just said sorry. Feels like they've checked out themselves.

During our family’s stay at the Marriott at Rittenhouse Square, someone knocked on our door... AT 2 A.M., announcing themselves as “housekeeping.” Within a second of saying that, the individual used a key to UNLOCK AND OPEN THE DOOR TO THE ROOM WHERE MY WIFE AND I AND OUR THREE CHILDREN WERE SLEEPING. My wife and I immediately shouted, and they quickly closed the door and left. We had not requested any service, and our family had been asleep since about 9 p.m. I also doubt housekeeping is making up rooms at two in the morning. The following morning, I reported the incident to the front desk, and I was told that security would review the key logs and follow up with me. When I checked out they asked me to email the head of security. When they didn't answer my emails I emailed the GM, when he didn't answer my emails I emailed the VP. Hell I even submitted a complaint via the website. I have not received a clear explanation or resolution or even a single return email saying anything. Was it a confused worker? Was it someone hoping to steal from sleeping guests? Was it someone hoping to do something terrible? Marriot doesn't know, and more importantly, Marriot doesn't care. That's their one all consuming guiding principle at this location, from front desk all the way up to the tippy top, literally no one cares to find out if there's a criminal or incompetent employee stalking the halls in the middle of the night. Or maybe they did find out and what they found out was to terrible to share. Who knows? Below is a timeline of my attempts to contact the hotel: Date of Incident - 2am on December 29th 12/29 - Reported to front desk and told someone would get back to me with an explanation 12/30 - Checked out and given Aubrie Schatz's email as "head of security" and told to email them for an explanation. 12/31 - Wrote to Aubrie Schatz outlining the issue and asking for a resolution 01/06 - Followed up with them again with another email 01/07 - Emailed Scott Fisher the current GM of the hotel letting him know about the issue and that his security person has not gotten back to me 01/15 - Submitted my issue via the website contact form and was assigned case number 648491759 01/16 - Received a form email from Utkarsh R. Thanking me for my email and telling me he's opened a case for the management of that hotel to review directly (this has been my only contact from the company) 01/27 - Emailed Aubrie Schatz AND Scott Fisher together to let them know I was hoping to hear back from at least one of them before now 01/27 - Emailed Customer Care back asking for an update on my case 02/04 - Emailed Peggy Roe EVP + Chief Customer Officer, Marriott International 04/01 - Literally no one cares

This place is not a serious hotel that deserves a 4 star rating. Rooms are dated and furniture is dilapidated and worn. My TV remote was not working, HBO is scrambled. Surge protector kept on turning off when plugging in the iron. I didn’t realize it and so the fridge stopped working too. Gym weight section smells awful, equipment is from the 1990s, hardware mounting equipment on floor. HVAC unit didn’t supply any heat. Only a single bar of soap in the bathroom - would be nice to have two at lease - shower and sink. Place is clean, bed and linens great. Location is fantastic. Still not worth the price.

We stayed at the Warwick Hotel for three nights. Overall, our stay was pleasant, and the hotel's location was convenient for exploring Philadelphia. As first-time visitors, we enjoyed our time in the city—there's some absolutely amazing American history to experience, and the food… oh, the food! That being said, after reflecting on our stay, the Warwick Hotel left us with a bit of a sour taste, especially compared to the expectations set by other hotels we've stayed at across the U.S. and around the world. Positives: Location – Central and convenient for exploration, with plenty of restaurants and stores nearby. Lobby – Busy, but we didn’t spend much time there. Room – Spacious with a fairly comfortable bed. However, the room felt somewhat incomplete, as if missing furniture, like a couch to fill the space. The TV was large but positioned too far from the only seating option—the bed—making it difficult to watch. The room felt clean, though the décor was a bit dated. Negatives: Customer Service & Maintenance – On our first day, our toilet backed up. While we understand that these things happen, the response from reception was frustratingly inconvenient. It took two phone calls and an in-person visit to the front desk just to arrange for someone to review the issue. The maintenance team resolved it the following morning, but the process was unnecessarily difficult. Deposit & In-Hotel Credit – We were required to put down a deposit, which is standard and not an issue. However, we were later informed that only a portion of it would be reimbursed, as we were given $30 in in-hotel market credit ($10 per night). This felt like a tactic to encourage additional spending, as the on-property shop had significantly higher prices than external stores. The front desk referring to this as a "deposit" was misleading since it wasn't fully refundable. Tipping & Luggage Storage – When checking out, we asked the hotel to store our luggage until our evening train. This was handled securely, as expected. However, upon retrieving our bags, the desk clerk refused to hand them over without a tip. Tipping itself isn’t the issue—it was the way this was handled, as if our luggage was being held hostage. With only $20 bills on hand, the employee gladly took a $20 tip without offering change. Final Thoughts: Our stay at the Warwick Hotel was satisfactory, with some good perks. However, the negatives left a lasting sour impression that detracted from our experience.