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WILLIAM F
Los Angeles, California

A dismal stay except for Ty and the 2oth floor breakfast

2.0 of 5 bubblesReviewed 12 Jul 2024
"Ty", at the front desk, was fantastic, deserves 10 stars, a promotion and a pay raise. Unfortunately, the rest of the facility was not on par with his excellence. The 2oth floor breakfast and the woman assigned to it was great. Aside from Ty and the breakfast, the rest of the stay was extremely disappointing. The soap in the shower was empty on our arrival and housekeeping never refilled it despite our placing the hand soap from the sink on top of the shower soap dispenser. Whoever cleaned our room unplugged my CPAP device on 2 of the 5 nights I stayed so I had to get out of bed in the dark (my roommate was already asleep) and attempt to reconnect it. The AC fan was so loud it noticeably exacerbated my tinnitus and from which I’m still suffering and could not be turned off. The AC in the common areas was not working or had not been activated in the heat which was near 100 degrees Fahrenheit. On the final night of our stay, we and another guest who had just arrived, were compelled to use the intercom buzzer to enter. We buzzed for some time to no avail as no one manned the desk. After some time, some other guests seated in the lobby apparently tired of hearing our attempts to enter and let us in. All of that notwithstanding, it was nowhere near as horrible as the food served in the Chinee? restaurant adjacent to the lobby. I ordered braised beef brisket. It was certainly not any beef with which I am familiar and was inedible. I pushed it aside after tasting whatever the meat was, the malodorous rice and the odd-tasting green vegetable that accompanied it. I can eat just about any food but not whatever it was that they served me, even then after a long wait for it and their unveiled disdain and contempt when they saw that I refused to eat it.
Date of stay: July 2024
Trip type: Travelled with friends
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General Manager, General Manager at Sheraton Philadelphia University City Hotel, responded to this review
Responded 14 Jul 2024
Dear William,
Thank you for being our guest and sharing your valuable feedback. While we are happy you enjoyed our delicious breakfast and Ty's kind service, we are surprised and saddened that other aspects of your stay didn't meet your expectations. Your comments are all important to us as we continually work to improve. We hope to welcome you back and impress you with the amazing stay and service we are known for.

Sincerely,
Nicole Ramamurthy
Hotel Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 12 July 2024

While the hotel is a little on the older side, the staff was amazing!
I wish I had written down more names, but the entire staff was welcoming and helpful during our entire stay! Teresa, Margaret and Sharon served for our business breakfast each day. They were all so friendly, kind, engaging and helpful!

Date of stay: July 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank olivia g
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Sheraton Philadelphia University City Hotel, responded to this reviewResponded 13 July 2024

Dear Olivia,
Thank you for the lovely compliments about our team! Guest service is of utmost importance to us, so we're thrilled to hear your high praise for Teresa, Margaret, Sharon, and the rest of our beloved team. They will love to hear what you have to say about them, and they look forward to welcoming you back to Sheraton Philadelphia University City Hotel.

Sincerely,
Nicole Ramamurthy
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 July 2024

The whole experience was great! Room was comfortable and had all the things I needed. We had breakfast service and the staff were wonderful. Teresa, Sharon, Danny and Margaret were all great. Things were kept clean, food was good and there were lots of options. Only change I would make is have a larger variety of things in the fitness area. There are a lot of cardio machines, but no barbell or variety of lifting options.

Date of stay: July 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Lyra G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Sheraton Philadelphia University City Hotel, responded to this reviewResponded 11 July 2024


Thank you for sharing your positive experience! We're delighted that you found the accommodations comfortable and enjoyed the breakfast service. It's wonderful to hear that Teresa, Sharon, Danny, and Margaret made your stay enjoyable. Your feedback on the fitness area is appreciated and will be evaluated. Should your travels bring you back to the area, we
hope you choose Sheraton Philadelphia University City Hotel for your stay again.

Sincerely,
Nicole Ramamurthy
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 10 July 2024

I was in town for a convention. The staff was amazing, especially Ty. He made sure to connect with us everytime we were in the lobby. He was friendly and showed an interest in our day. Also, he's pretty funny. The rooms are clean. The towels are the biggest I've seen in a hotel. Many pillows on a very comfortable bed. It was hard to get up in the mornings. This hotel has a FroYo right across the street!

Date of stay: July 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Tracy C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Sheraton Philadelphia University City Hotel, responded to this reviewResponded 11 July 2024

Dear Tracy,
Thank you for your wonderful feedback! We're thrilled about your positive experience, especially with Ty's exceptional service. It's also great that you enjoyed our well-appointed rooms and the nearby dining establishments. We look forward to welcoming you back to Sheraton Philadelphia University City Hotel for another fantastic stay.

Sincerely,
Nicole Ramamurthy
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 July 2024

The staff were all extremely helpful in accommodating our large group's needs, from early check-in to a comfortable lobby space, to long restaurant and bar hours, to providing change and guidance for laundry services, to opening up our meeting spaces, to promptness with serving breakfast each day, and always with smiles on their faces! Thank you so much for the wonderful customer service.

Date of stay: July 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Valerie S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Sheraton Philadelphia University City Hotel, responded to this reviewResponded 9 July 2024

Dear Valerie,
Thank you for your fantastic review! We're delighted to hear that our staff was accommodating and welcoming, ensuring your large group's needs were met.
Our staff will be thrilled you mentioned them for their wonderful service. It was a pleasure to host you and we look forward to welcoming you back for another enjoyable visit.

Sincerely,
Nicole Ramamurthy
Hotel Manager

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Reviewed 8 July 2024

We stayed at the hotel while our 2 year old granddaughter was critically ill at CHOP.
Jonathan at the Front Desk went above and beyond to show us compassion and kindness. It meant so much to us at this sensitive time and we are most grateful.
It often is the employees of an organization that best represents the organization. I must say every encounter that we had at the Sheraton was outstanding!

Date of stay: July 2024
Trip type: Travelled with family
Thank Scott I
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
General Manager, General Manager at Sheraton Philadelphia University City Hotel, responded to this reviewResponded 9 July 2024

Thank you for joining us recently. We hope your granddaughter received excellent care and that she and your family are doing better. It was our pleasure to provide a comfortable home away from home for all of you during a difficult time, and we are delighted that our staff made a great impression on you. It was a pleasure having you here at Sheraton Philadelphia University City Hotel, and we would be glad to welcome you back for another fantastic getaway in the future.

Sincerely,
Nicole Ramamurthy
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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