Terrible noise / service
12/06/2019 james_gb69, Chicago, Illinois
We selected this hotel due to other positive reviews. If you or someone in your family is a light sleeper, you MUST DEMAND a room off of Vine Street. The vehicle noise from the cars, ... more
We selected this hotel due to other positive reviews. If you or someone in your family is a light sleeper, you MUST DEMAND a room off of Vine Street. The vehicle noise from the cars, trucks and motorcycles passing by on the interstate below is amplified because the interstate is below grade and a deafening, all night long echo, persists. When we attempted to turn on the room air conditioner/heat fan to dampen some of the noise, it did not work. I called the clerk at the front desk and she said there was nothing she could do about it.
The next day I explained the problem to Elaine at the front desk. Elaine said she would try to move us to another room for our second night, but I knew better. After calling a couple of times during the day as instructed (yes, I had to call them and for the second call I waited on hold for at least 20 minutes), I was told the staff would do what they could. When we returned around 5:45 pm, the staff on duty did not know anything about our issue. Their answer was to move us up three floors on the 6th floor - still facing the interstate. I told the staff to forget about it.
A more appropriate response would have been to offer a refund for the major inconvenience and lack of rest or to, at least, send someone to fix the fan in the room to dampen some of the outside noise.
I strongly recommend you check out other hotels in the area for your trip to Philadelphia. Looking out our window (across the interstate) I can see a Marriott and Hampton Inn. Not only are these hotels significantly farther away from the interstate (the Marriott is farther), but both are closer to the Philadelphia attractions and Convention Center if that is the purpose of your visit. The additional cost, for me, is well worth the needed rest and relaxation without the frustration.
I plan on returning to Philadelphia, but not to this Best Western Plus at the Convention Center. less
BestWesternHotels, Corporate at Best Western Plus Philadelphia Convention Center Hotel, responded to this review
On behalf of our entire team, I would like to apologize for not exceeding your expectations. Your satisfaction is important to us and we will be using the feedback you gave us to implement improvements to ensure we offer a better experience for guests in the future. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience. - Best Western Hotels & Resorts