SpringHill Suites Philadelphia Willow Grove

Heed my words: avoid this place at all costs. I travel frequently and almost exclusively stay at Marriott properties. While in a pinch and needing an economical one-night stay, I booked this hotel through the Bonvoy app. Within five minutes of booking, I realized I hadn’t used my company’s corporate code, so I canceled the original reservation and rebooked under the correct rate for the same time period. (This detail becomes important.) I arrived at the hotel in the evening and waited several minutes before anyone appeared at the front desk. Eventually, I was greeted—if you can call it that—by the front desk manager. He asked if I preferred a king bed to two queens; I said yes, received my room key, and headed upstairs. When I opened the door to my room, I was greeted by a bizarre and unsettling scene: every drawer, cabinet, and door in the room was wide open. Strange, but I chalked it up to some odd housekeeping protocol. Then I noticed the mini-fridge door was also open, with condensation leaking onto the carpet. Things just got weirder. I closed everything up, brushed it off, and went through my usual nighttime routine—ready to just get some sleep. But as I settled into bed, I felt a damp spot in the middle of the mattress. I pulled back the covers and, under the light, found a gross, wet pool of something in the center of the bed. Disgusted, I grabbed a towel from the bathroom, laid it over the wet spot, and removed the bed sheet separator from the comforter. I ended up sleeping along the very edge of the mattress. The next morning, I checked out the breakfast area. There was no waffle batter. The yogurt selection consisted of three containers. The fruit looked old, and the bagels were hard as rocks. A person who appeared to be homeless was sleeping on the bench in the dining area—no disrespect intended, but it matched the overall neglected vibe of the place. As I left, there was no goodbye, no acknowledgment, no hospitality from the front desk. A few hours later, I received a second invoice. Remember that original reservation I canceled within five minutes? They attempted to charge me for it anyway. Even worse, they changed the reservation date on the invoice to make it appear as if I checked in a day earlier. I called the hotel three times asking to speak with the manager, Daniel Delaney. Each time, I was told he wasn’t available and that they didn’t know when he’d return. I left my contact info each time—never got a callback. On one call, a front desk employee claimed the charge was valid because I didn’t cancel the first reservation until 3 a.m. the following day. I informed her that’s false—I have an email confirmation showing I canceled immediately. I'm never awake at 3am! After a full week of calling and getting nowhere, I finally contacted Marriott customer service directly. A few days later, I received an updated folio with a refund. All of this—just from staying one night at this place. I can only imagine how bad it could’ve been if I stayed longer. This property is a disaster. Enter at your own risk. And if you choose to ignore the mountain of bad reviews already out there, I look forward to reading your 1-star review after your stay.

Thieves and Liars, Booked a room to go and visit a friend. Friend calls and lets me know they are sick. I call hotel to cancel reservation. They say that they will be happy to but I need to call 3rd party booking website to cancel. Good enough I can do that. Call website. Website calls hotel (me not on the line for this call). Hotel pretends conversation didn't happen and says to website that they will now refuse to cancel reservation or to even change the date to a later date. WEbsite was super nice and tried. Got rejected by two different people at the hotel. After call, I call hotel myself. Phone number won't give me direct access to front desk (only their off-site reservation center). Person keeps me on hold for an hour saying that they are resolving this. Hangs up on me. Now I am out the $$$. Never again will I give money to this hotel or organization.

Everyone at this hote is rude accept one man named Michael. Housekeeping gets five stars for sure. The hote is very old and they sure do keep it clean. Consider water leaking in lobby and gnats at breakfast. Please go next door much better and newly remodeled lobby for sure. Oh not to mention this hotel has pool pictures but NO POOL.

My husband and I travel for work and have stayed at many hotels, but this one was the worst experience we’ve ever had. The check-in at the front desk was pleasant, but the room had a terrible musty odor when we entered. Whenever someone around us used the water or toilet, there was a loud banging noise that sounded like the pipes in the walls. We also found what we assumed to be black mold (we have a pic) in the bathroom behind wallpaper (that was torn from the wall) behind the toilet. After our first night, we left the room early in the morning and were gone for about four hours. Upon returning, we found that our room door was propped open, and the security latch was missing. We had no idea how long it had been like this, and there were several things in the room, but luckily, nothing was stolen. When we spoke with the front desk, her response was, “Oh, I’ll tell housekeeping.” There was no apology or acknowledgment that this should not have happened. As far as cleaning the room, it was laughable. The drinking glasses weren’t replaced, the sink was dirty, and there was no coffee replacement. We even left a kind note in two languages for a couple of extra towels that weren’t left. If this survey had a zero, that’s what I would give it. We are so disgusted by this stay that there is never another stay at Marriott in our future. I hope that things are addressed at least for any future guests.

Ok so my biggest pet peeve for anywhere is customer service. If people are pleasant and pay attention to when you have a question or need help then I can over look a lot. But unfortunately, the clerks at the front desk were rude and condescending. (As well as breakfast people) That didn’t set me up for a good experience. And it didn’t get better during the time we were there. There was 1 gentleman that greeted me immediately in the am and was pleasant but unfortunately it was our last morning after a 4 night stay! But we were already booked and traveled over 6 hours and ready to settle in for our stay in Willow grove. The room was roomy enough, but even though they have done renovations the room still needed updating. The wood around the fridge was rotting and pieces would fall off when you opened the little fridge. There are stains on the wall in the bathroom that looked like blood but who knows. The walls were patched but never finished painting. The furnishings had missing pieces from them. I will say that the room was cleaned well and the linens were all clean and fresh. I am disappointed that we got a king suite and the last time we stayed it had 2 TVs in it, one in the bedroom and 1 in the sitting room. (Those pics are still on the website)My hubby and I watch different things so it really is awkward when we are both relaxing and want to watch something different to have only the swivel tv. Not a game changer but it was disappointing. The smell of weed in the elevator and hallways got a little overwhelming sometimes! I have no problem with people being people and doing their thing but it shouldn’t be allowed in hallways and elevators, especially with pets and children being in the hotel. It’s just like smoking in the hotel is not allowed you have area for that, but weed is alright? Even if it is a vape?!?! Oh and the breakfast, oh man. I am not really a breakfast eater, I am more of a yogurt banana girl in the morning. But in the whole time I was there no bananas, yogurts were ok. But hubby and I wanted to have breakfast together a couple of mornings and the food was not really edible and or wasn’t available. I got my yogurt but the rest wasn’t refreshed or just was just not available and asking them to refresh it, well good luck finding the person. Even the coffee station left a lot to be desired. One day everything was there the next day no stirrers and no half and half creamers! Last stupid thing because I am always prepared so it really wasn’t a problem for us. But we had our dog with us. If you have forgotten your doggie bags forget finding one on the property. Never refilled. They did empty the trash can but then why weren’t they refilled? I am a Marriott Bonvoy member, granted not top of the line because I don’t travel that much, but I have always had good luck and was extremely happy with my stay in a Marriott. But for a 4 night stay in an area that you would feel like you would get great service and quality it was really annoying! And yes I was annoyed with the desk clerks and let them know and yes I asked breakfast people whether they were going to fill things and they said yes but it didn’t happen! And we weren’t down there at the very end. No I did not ask for a manager, because were were only there for 4 nights and canadapt.