We had a pleasant stay in our room for my son’s soccer tournament but on several occasions the front desk staff were rude and unaccommodating. Enough so that I will not return to this hotel. I’m a Hilton Diamond member and frequently stay in Hilton hotels for business or with my family. The check in experience at this hotel was rushed and I had to ask follow up questions about breakfast and elevator location that are typically addressed without having to ask. My questions were answered in a rude fashion like I was bothering her to even ask. I called down for extra blankets on the first night and was told they would bring them to me. They never came. I asked if there was a dryer or laundry and was hastily told no. I asked for a late checkout on our day of departure and was told checkout was at noon “that isn’t late enough for you?” I explained that because of timing for my son’s game we would like 1 pm and she said they don’t do that, even for Diamond members. That would be fine but then on my way down the elevator a family was talking about how they were able to get a late check out at 1 pm. All of these experiences left a bad taste in my mouth. How you speak to people is important. I won’t be back.

I will start by saying the hotel was fine and rooms were clean. All of the staff except for 2 people were great. The problem I have is that these 2 people ruined our entire experience and I would never stay at this hotel again and will tell anyone with kids to not even consider it. We were there for a 3 day hockey tournament. The security guard at night is to put it very nicely just a bad person. We were in the hotel for 3 nights and had to deal with this miserable human being repeatedly every night. He not only harassed paying adults but harassed children as young as 6 and made every attempt to make the stay as miserable as possible for them. They could not be anywhere at anytime having any sort of fun without him coming to put an end to it. A grown man should definitely never yell at other peoples children, especially while their parents are right there. He also lied to kids and adults saying if they hit a sprinkler head with anything it would set them all off at once, this 100% is not how that works and a foam ball will definitely not break it. They were playing knee hockey with a foam ball, no harm was caused to anything. We were told by other hotel employees the 2nd floor was ours to use but were repeatedly told by this security guard we could not be there even after he himself had told us to go there in the first place.

At the restaurant he and the waitress were very rude to the adults as well as our children who were waiting to place food orders for 30+ minutes to an hour, which then took well over an hour to get and they were cold on top of it. I believe this security guard and anyone that directed him to act the way he does just does not like children and the hospitality industry would better off without them in it. Coming from a parent of 2 children at the hotel we were beyond disappointed with our stay. If you can not handle accommodating large groups like we had you should not participate in sports tournaments and such. The amount of money our families and organization just poured into your hotel for the treated we received is just beyond uncalled for. We have been to numerous hotels across several states and have never been this unaccommodated and treated this poorly anywhere. This security guard was purely unprofessional and repeatedly talked down to many children, parents including my wife and son. I would truly recommend this hotel be removed from the list of hotels used at future large events. This will also be sent to the company that books the hotels for the hockey tournament so they know how people are being treated here.

The staff here is extremely brusque and inhospitable. I booked my son in this hotel for his N1 JLPT exam held at Villanova University. This is the highest level exam in Japanese. He is 19. He had traveled 2 1/2 hours by uber from his university in the middle of nowhere Pennsylvania. Once he arrived they refused to let him stay in the hotel. There is a 21 and over policy they said. I looked online and saw that the policy can be waved at the manager's discretion. I believe this policy is to prevent teenagers from partying/drinking in the hotel. My son was alone and clearly not there for that purpose. They wouldn't talk to me or even look at my son's exam registration. His exam was scheduled for that next morning. He knows nobody in Philadelphia, and we were all a bit panicked as to where he would stay. They were extremely contemptuous of him, and couldn't be bothered to offer suggestions as to alternate accommodations. I called the main Hampton Inn, also owned by Hilton. William, the manager there, could not have been more gracious. That hotel also had a 21 and over policy, but he grasped the situation immediately and did not hesitate to wave the policy so Peter could sit for his exam the next day.