DoubleTree by Hilton Hotel Philadelphia Center City

Reviews

• JJ

  JD

  5 days ago
  1.0
  The stay at this hotel was terrible. Woke up to find there was NO hot water! Then the towel rack fell down! The heating unit was incredibly loud. We lost the towels when the rack collapsed & despite contacting management immediately we did not get the replacement towels for 1.5 hours. The shower shut off lever did not work. It was not just a few drops of water--the water was running at full throttle!! We had booked for two nights but ended up leaving and getting another room across the street. Please consider ANY other hotel before your stay here!!
• AA

  A

  Jan 5, 2026
  2.0
  The best part of the hotel is the location. There isn’t even a fitting category to select for “describing the hotel,” because it SERIOUSLY needs a WHOLE renovation and inspection. The entrance & photos speak for themselves — they highlight neglect in cleanliness and clear signs that many areas need replacement. These are issues that any basic “walkthrough” of the rooms should easily catch. Let's not forget as well, how you will always hear your neighbors going in and out of their doors, even if you have a whole hallway from the door. >>.<< I was here to bring in the New Year - which was quite disappointing in the lack of decorations or anything else of that matter that would help celebrate it. It's a new year, budgets shouldn't be that tight already. Note for guests with daily food credits: Be sure to use them on the same day, or you’ll lose them. I was frustrated to learn they don’t roll over. On a positive not, there's vegan restaurants close by, and the bed was comfortable... Aside from the operator and one front desk woman, most of the staff here has a pleasant demeanor, including the housekeeper. I wish I’d caught the name of a particular front desk African American lady (her name might start with a C or S) who went out of her way to help me — she really stood out through her kindness. Honestly, I’ll will stay at another Hilton nearby next time. Esp seeing how the "GM - Baris", aka management, takes no action and just apologizes to everyone in the comments. You can tell they really don't give a damn about customer retention! The overall experience was disappointing, and our room felt rather dingy — which is a shame, because this property has A LOT of unused space that has potential to be so much more.
• JK

  Jenna Klimovich

  Jan 2, 2026
  2.0
  Terrible customer service at the front desk. Front desk could not help with any issues. They kept telling me a manager would call and they never did. One person said “I’m the only one working so you will need to call a different day” despite the fact I was checking in the next day. The door men were very nice and helpful. Location was fine. Rooms were old but fine. I am still waiting for a call from the manager 4 days later (after the stay)….
• MR

  Megan R

  Jan 2, 2026
  1.0
  The hotel was not prepared for the New Year's Eve and New Year's Day celebrations! The lobby was not decorated at all for both holidays except for the numbers 2026. The hotel only gave out a few noise makers. Previous holidays they had several tables set up with noise makers, New Year's Eve hats etc. The hotel was under going large renovations during these events. Staircases were roped off, their restaurant was closed, and the diamond club was still not open. Why would they do massive renovations during a famous and historical holiday event? There was a massive line to check in and they only had two people at the front desk doing check-ins. Yes there is an app that you can check in on but that didn't work. They did not allow customers to eat in they're a huge restaurant until they were permitted to eat breakfast on New Year's Day. All meals had to be eaten in the bar area and lobby where they set up tables and chairs. If you're a diamond club number you are disrespected. We asked for a microwave for our room and I was told it would be 45 minutes. The microwave didn't arrive. I had to go down 19 floors to the bar area on the extremely slow elevators to eventually find a manager who was nasty to me. He said he would look into it. When I got back to my room a microwave did arrive. In the past when you receive the paper bracelets to allow access to the building, and you requested an extra bracelet for another family member it was free. Now they charge you $40 for the bracelet per adult and $10.00 per child. All police officers and certain other people did not have to pay to use the facilities on New Year's Day. Also as a diamond member if you requested two double beds in your room you could have four people and get four bracelets. Now the two extra people were required to pay 17,000 points each. The staff were very nice but overworked. One of the staff told us that she started working at 5:00 a.m. in the restaurant on New Year's Day and she would be there until late at night. We saw her working in the bar area later that night. We did see staff just standing doing nothing but talking. This used to be a very clean and high class hotel. It's directly across the street from the Academy of Music. I would reconsider using another hotel for special events.
• MC

  Molly Cooper

  Dec 12, 2025
  1.0
  AWFUL Experience. Staff is rude, unorganized, and unhelpful. We booked a room here through booking.com and then booking.com had abruptly canceled it, but to reconcile the situation they sent us an email saying they talked to a night auditor named Caroline who works at the Doubletree by Hilton Philadelphia center city and they agreed to honor our reservation and our money went through to the Hotel. The money was deducted from our account. We called Double tree hotel directly and spoke to a lady at the front desk who confirmed we had a pre-paid room, her words, pre-paid. This was in November. Fast forward to yesterday, our reservation is for this weekend. We called last night to confirm once more. We spoke to someone named Janae. She said she has no record of our names in the system at all. We tried explaining the situation. She simply goes "I cannot help you." I told her someone at Doubletree told us in November we have a pre-paid room here for this weekend. Janae told us we don't and we should take it up with booking.com, even though booking.com told us it was now in Hilton's hands, and an employee from Hilton told us themselves that we have a room at the Doubletree by Hilton Philadelphia Center City this weekend pre-paid. Also, we did receive a RECEIPT from Hilton via email in a PDF and it did include our confirmation number, the amount we paid, our arrival date and departure date. The whole thing is bizarre. Nonetheless, Janae from Double by Hilton in Philadelphia in Center City told us she absolutely cannot help us and apparently they don't have our money, even though we have a receipt from Hilton in our email and an employee from Hilton told us we have a pre-paid room there in November. It felt to me like she was just trying to get us off the phone, didn't feel like dealing with it and was just trying to push blame on booking.com instead of trying to actually help. So now we are taking measures we did not want to take, and will NEVER be staying at another Hilton ever again. Also, as I was explaining this situation to a friend, she said she stayed here a few months ago. She shared that the rooms are outdated and not clean, and that the staff is lazy. So, if you couldn't guess, I would not recommend and stay away.

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