We wrote 2 emails to the GM with no reply so resorting to Tripadvisor: Dear General Manager,I am writing to formally raise several serious service and room-condition issues during our current stay at The Westin Philadelphia. Unfortunately, the number and duration of these issues have significantly affected our stay and, in several instances, caused genuine inconvenience to my family.I would like to provide the following timeline:ThursdayThe room phone was not working.The bed had not been made.We went downstairs for dinner and specifically asked Reception to have these issues addressed while we were away.We returned approximately 2.5 hours later, and none of the requested items had been taken care of.When we returned at approximately 5:45 PM, the phone was still not working. There was a note left in the room stating that the hotel was waiting for a technician.We also had an urgent need to print homework for our child, who was missing school. Because of the lack of assistance/facilities, we were unable to get this done in time.There was persistent noise from upstairs after 9:00 PM, including knocking that sounded like work or construction, which further disrupted our stay.Only one pair of slippers was provided for a room with three guests.There was no trash bin near the toilet, which is particularly problematic for disposing of feminine sanitary products.There was no kettle or means of obtaining warm water in the room, which we needed in order to administer medicine.FridayWe again reminded the hotel about the non-functioning phone.Despite the repeated notification, the issue remained unresolved.Saturday – 12:04 PMThe room phone is still not working.This created another significant issue this morning: we nearly missed an important tournament because we could not use the room phone's alarm function.The room has still not been made/serviced.A gentleman called James came knocking in the midst of us doing some prep (we are running on a tight schedule) and I did not have the capacity to deal with himWhat is particularly disappointing is that these were not isolated issues that we failed to report. We repeatedly brought them to the attention of Reception and gave the hotel reasonable opportunities to resolve them while we were out of the room. Yet, more than a day later, basic room servicing and a fundamental amenity such as the telephone remain unresolved.As a Westin guest, I expect a substantially higher level of service and attention to detail. Instead, we have spent a significant portion of our stay following up on issues that should have been addressed proactively by the hotel.

I’ve been coming to the Westin for over five years now. This remains an excellent hotel if being close to Market Street is important, but tbh it has become increasingly tired over the years. It’s time for a renovation to update the bathrooms, carpet and the general feel of the place.

This was my second stay at the Westin Philadelphia. The hotel is lovely with very nice rooms. I was disappointed by the service and communication from the staff, but still enjoyed my stay.

While the room was fine, the services were not. The front desk staff were unhelpful and rude, the phones were not answered, and housekeeping entered the room without announcing or knocking! A poor excuse for a Marriott. Don’t stay here.

From check in with SEAN T to the beautiful clean suite,to dinner at the restaurant with DEREK helping us….this overnight stay was perfect! The Westin in Philly is beautiful! The hotel was very clean and housekeeping obviously took pride in their work. The hotel is connected to a mall at Liberty Place which is also a very nice shopping area. Westin is making Marriott proud! Hold on to your Westin Philly staff, you have some of the nicest people working for you that I have ever met!