ザ・フィルモア・フィラデルフィア ツアーとアクティビティ

My stay was comfortable. However, I was disappointed by the hotel’s communication and customer service. Before arrival, I was told that my room might be hot because of an unresolved HVAC problem. The hotel said that I could cancel or accept the room as it was, in which case I would receive Bonvoy points. After I confirmed that I would keep the reservation and asked about the amount, I was told that the minimum compensation would be at least 10,000 points. After my stay, the hotel refused to provide any points because the room had not actually been hot. That condition had never been stated earlier. When I pointed this out, I was accused of taking the hotel’s words out of context. I understand that staff had to contact many guests, but the full email exchange remained in writing. Failing to explain an important condition and then blaming the guest showed no sincere willingness to resolve the matter fairly. This was not simply about wanting 10,000 points. It was about whether a written commitment would be honored. Most importantly, despite causing considerable anxiety before my arrival, no one of the hotel never apologized. I also asked to change the credit card used for the deposit, but the original authorization was not released until after checkout. This tied up part of my available credit and prevented me from using the card as planned. The room was satisfactory, but the management’s communication and attitude left a negative impression.

There was no hair dryer in my room, and even after calling the front desk three times, they just told me to check with another desk. In the end, no one brought it to me. Is it even possible for a hotel nowadays to not have a hair dryer or fail to deliver one? I am very disappointed.