Address: 2400 Old Lincoln Hwy, Trevose, PA 19053
We had a 20 room courtesy block at the Radisson Hotel Philadelphia Northeast from September 4-6.
This is by far, the worst experience I have ever had at a hotel. I have stayed here before and came back because I felt it was a great place for our group. I am writing this to you because of the multiple experiences the group had.
This is long but you will want to read every bit of this, including the photo of a leak that wasn't addressed correctly.
Upon check-in, I noticed the short white female with glasses (Nancy?) making a snarky comment about a conversation to another guest that she wasn't even part of. I check in and she makes other comments about kids as I'm filling out the waiver form.
9:45pm, it's 77 degrees in our room; the thermostat is set to 72. I decrease the thermostat to 65 and it does not trigger the unit to turn on.
I go downstairs to tell Nancy that our unit isn't working. She proceeds to tell me that it turns off if the guests aren't in the room, and throws an attitude because she has to call maintenance. I go back up to drop off more of my bags and it's just way too hot for 9:52pm when we have to get up at 6am. The room is not going to cool down fast enough, and come back downstairs.
I tell Nancy on the third visit to the front desk that it's definitely broken; we need to get up at 6am.. She gets snarky and blames it on the 'sensors' in the room for not triggering the wall units, when I remind her again that it's not working, period. I match her energy without raising my voice. She tells me to stop yelling, when my voice hasn't raised whatsoever at all.
I told her I wanted a room that wasn't hot at 10pm at night because we have to get up early. She asked me what I wanted to do, and I repeated myself three times (they can fix the room quickly or give me a new room). She couldn't promise that it would be fixed right away and should have given me a new room like any other hotel would. But instead, she wanted to play a game of ' let's be difficult with hotel guests'. She was being difficult, for no reason and gave me an attitude because she had to give me a new room.
She also called off maintenance on the room when it wasn't working; so the next guests staying there would have the exact same problem again. Interesting note on that later.
The next day, my kid and his friend wanted to go to the pool. They were told to go to the front desk for wrist bands. The front desk folks were in disbelief that we didn't get them the day before. Ironically, it was the same two people that were at the front desk that DID NOT give us the wristbands (Nancy and the younger taller front desk person). We were told the 14 year olds couldn't go by themselves, so I said that I would be with them.
The two kids and I entered the pool. Within two minutes, the security guard, an older man with a blue shirt and shiny badge came in. He walked straight to me and asked me who I was with; I'm sitting at a table supervising the kids. I pointed to the two kids that had just walked to the outside pool.
"I strongly suggest that you be near them".
I said no, they are 14 years old and I do not have to be on top of them because they are NOT 5. I'm literally following the 'pool rules' and I could tell Nancy sent the security after us to make sure the kids didn't enter themselves. That in itself is silly because there is literally a heavy set man sitting at the entrance of the pool gatekeeping who can go in; in addition to the keycard entry.
It's pretty clear that she did this on purpose, because the two kids were not even in the pool yet when he was harassing me. I made a comment about how I thought it was ridiculous how fast they send a security guard over for the pool but ignore guests when the A/C isn't working. This is ironic because of another incident, later in this email.
He came over to me again, got real close, and said, "I'm here to enforce the rules of the pool.You can only have three kids to an adult."
I pulled up my fingers with how many kids I have with me, after he saw who I was supervising. "You're within the limit, so you're okay for now." I look at him and ask him why he's bothering me then as he's clearly trying to intimidate me. He keeps hovering near me and tries to make excuses to kick us out; the kids I had were literally doing nothing at that point, other than being in the pool... like kids.
We had literally six or seven parents within 10 minutes and maybe 10 kids in the pool from our group. We stayed until 9 because we had a self imposed curfew for our group. I was watching the glass windows for the entire time we were there, to see if he could come harass us again. I never saw him again for the rest of that night, nor anyone else when there were security issues at 2-3am.
Should security have harassed us within a minute of us being in there?
One of the kids in the group had accidentally left his key in his room, along with his phone. Nancy refused to give him a key, and lectured him on how back in the day, kids survived without their phones. His dad was returning from an event; and the kid was under the supervision of another parent. WIth the curfew time approaching, Nancy refused to give him a key and felt it was necessary to lecture him. All rooms have contact info but Nancy refused to come up with a solution.
Upon hearing this, another parent took it upon themselves to go to the desk to offer an alternative. Nancy, seeing that she couldn't bully an underaged guest, agreed begrudgingly to give the key to a security guard going up there with them. The kid actually suggested this the first time and she refused.
Should the front desk lecture guests and be condescending and not give them access to their room?
The same parent that went to the front desk - had an issue with their ceiling on check-in day. Instead of giving the family a new room because it clearly was a huge issue, Nancy called maintenance for it.
The guest went back and asked for a new room because maintenance hadn't come, and it was 9-10pm at this point. Would you send maintenance for this issue or would you give the guests a new room?
She over the shenanigans already with Nancy and walked over there to straighten it out because again, Nancy was being difficult with hotel guests.
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If you were behind the desk, would you send maintenance or this issue upon check in? Or would you assign a new room?
I have heard from other guests in our block that the front desk on Friday was dismissive, rude, and were not welcoming whatsoever at all. I experienced this personally, and immediately heard about other stories with check-ins.
I talked to another family, and they had said, at two times during the night at 2:30am, and 3:30am that someone was going down their hall, knocking on doors saying "FRANKIE, LET ME IN" or something, and it went on for 20-30 minutes. and then again at 3:30. Security was NOWHERE TO BE FOUND. This happened to a number of guests when we had to get up at 5am.
Per the hotel rules, quiet hours start at 10. Kids were running around past 10pm in the lobby area and all around the hotel, and security wasn't enforcing that either. But security was called on me within a minute of entering the pool when our kids hadn't done anything or broken any rules.
I was asked more than a few times yesterday, if I had any noise issues from multiple families.
Where is security? Why is the hotel not enforcing quiet hours?
One room, the tv was broken. The guest went to call the front desk. The phone wasn't functioning. Toilets were an issue for numerous guests as well as the locks on the doors as it took multiple tries to open the door.
Another family rented a room on Saturday night, and the A/C wasn't working in their room at all. It did not work throughout the whole night.
Other guests had issues with the cleanliness of the rooms. I have never had issues with key cards not working so much over the weekend, as other guests as well.