4/10 Poor
Allena
Business traveler, Traveled with family
Sep 11, 2025
Disliked: Cleanliness, amenities
Subject: Concern Regarding Reservation Relocation – Residence Inn Philadelphia Airport
Dear [Hotel Manager’s Name or Marriott Customer Care],
I am writing to formally express my concern regarding my recent reservation experience at the Residence Inn Philadelphia Airport for September 9–11, 2025.
As I was arriving in Philadelphia, I received a call from a staff member named Kelly, who informed me that the hotel had overextended itself and that my confirmed reservation would be moved to a sister property. When I asked how this decision was made, she did not provide clarification.
I explained to her that I was in Philadelphia for a funeral and had specifically chosen the Residence Inn because other family members were staying there. Instead of addressing my concern, she replied that there were no rooms blocked off for a funeral, which was not what I had stated. I found this response dismissive and unhelpful.
Kelly informed me that I would receive one complimentary night at the sister property and that the second night would cost $189. My family and I were ultimately checked into the SpringHill Suites, where we were assisted by a kind staff member, Ms. Freddy. However, even she seemed unfamiliar with the process of handling our reservation relocation, which required her to reach back out to Kelly on September 10th.
This entire experience caused unnecessary stress during an already difficult time for my family. I am disappointed that my confirmed reservation was not honored,
Allena
Stayed 2 nights in Sep 2025