Masterful customer service
Posted Dec 18, 2015 on Hotels
The Inn at Penn was one of the nicest hotels in which I've ever stayed. Here's what made the difference and put the Inn at Penn at the top of my all-time list. Two things went very wrong while I was in town. The first was a management mistake. The hotel overbooked. When I was about two hours from arriving in Philadelphia, the hotel called to inform me that I could not stay there that night. But they made it right, putting me up in another (nice) hotel just a couple of blocks away. The Inn at Penn payed the bill at the other hotel. The second problem during my stay was cold water. As in, the hot water system broke down on the last morning I was at the Inn at Penn. I had to take a cold shower. Management went out of its way to make up for it: Free breakfast in the restaurant, reduced charges, etc. I never heard an excuse. I never heard a long explanation. In both cases I received a sincere apology, an open ear, and immediate action to make it right. Things often go wrong in any business, but it is rare to find customer service that is so empathic and responsive when it happens. Service is what sets the Inn at Penn apart.
Comment from Hotel Management
Jan 5, 2016 by Rob, Hotel Management
We appreciate your feedback. Though you stay was not perfect, we're pleased that our reaction to the glitches you experienced left a lasting impression. Please consider us your home away from home while visiting Philadelphia!