Courtyard Philadelphia Willow Grove

We made reservation for a family wedding over the weekend. If you look at the registration desks they have the placard at each desk, "Director of positive first impressions." Nothing could be further from the truth. There is a young woman with shoulder length straight hair without a name badge working the registration desk. She was there working Friday, October 10th and Saturday, October 11th. This individual defined rude and not customer service oriented. When I gave my name and advised I checked in advance, she said I don't need your name just your id and we probably don't have rooms available. This was later afternoon. We did get a room and my daughter called later to see if she could get adjoining rooms since she was traveling with her two kids and she got the same attitude saying something along the lines I can't help you. I also observed this woman get into a combative argument with a customer in a difficult situation. This was two couples that needed rooms. They had to be at a 4:00 wedding ceremony and the woman a the desk said no rooms were ready at 2:00 PM. As these people were desperately looking for help and one person (a Marriott Bonvoy Member) shared with this woman doing the registration how the reservations were made 4 to 6 months in advance and this was not acceptable. The registration clerk retorted back rudely and loudly, it was the customer's fault to be showing up to get their room at 2:00 for a 4:00 wedding. The registration woman at the desk directed the couples to use the lobby bathroom to get ready and dressed for the wedding. What I would have expected was the registration woman to contact house cleaning to see how they can accommodate the couples. I saw on my hallway around the 2:00 time multiple rooms that appeared to be in the process of being finished out by house cleaning. My daughter and son-in-law asked for house cleaning daily since they had a room with two small children. When they saw the house cleaning woman when she would get to their room, she responded that it was not on her schedule. When my daughter and son-in-law called down to this same woman at the registration desk they needed house cleaning she became argumentative. Eventually threatening that she had the authority to have them removed from the hotel. Ultimately the cleaning lady did a light cleaning but my daughter, son-in-law, and children were told they have to leave the room for the cleaning. This is when they waited all day for services and had to get ready for the wedding. I am a Marriott Bonvoy member in addition to my daughter and son-in-law. We have traveled nationally and internationally for many years and have never been so poorly treated. The woman at the front desk needs to be let go. I don't say this lightly but here attitude and combative nature is a consistent across customers and it is a bad look for this Marriott.

front desk woman was horrible. Upon arrival she was extremely rude, condescending, and impolite. She spoke incredibly rudely and had no resolution to any problems.

I just now(October 9th @ 3:25 pm) had the most DISRESPECTFUL MANAGER I have ever had the displeasure of speaking with in any hotel in the WORLD!! I called the property to get a copy of the bill for a previous stay and got the most rude person, who hung up the phone in my ear on request to speak to someone else!!! When I called back and asked for the manager was informed by the SAME person that SHE IS THE MANAGER, and the rudeness continued!!! She did not even identify herself! As a Tourism professional and Customer Service trainer, I find this extremely unacceptable! Regardless of what her post and conditions are, how is it possible that a leader like this can impart anything positive to her team? As a Bonvoy member would have committed to the product due to what I perceived to be above others that I have stayed with, I am now questioning your standards. Again, this is UNACCEPTABLE and needs remedial action. This seems to be the standard in this property, as it reopened the wound of the similarly RUDE female staff member who had checked me in. I was to be there for 3 nights, and I checked out the following morning. I did leave it alone then; however, to now have this utterly disgusting interaction with the alleged female manager, it has now reopened this wound! I am still awaiting my bill, which was NOT presented to me on my physical check out, as I was told they had printer issues and it would be sent to me. The message I would leave this property: THERE ARE MANY OTHER OPTIONS!

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Very clean and quiet. Relaxing city qet away

quick check in

Only issue was the pool area. Towels were laying everywhere and hair was on the floor. The front desk was polite and bed was comfy. Besides the pool area, it was a beautiful stay.

Service was Excellent bartenders Kevin and Ryan were wonderful

Extremely friendly and helpful front desk staff. Property kept up nicely.. best burger I have ever had at a courtyard bistro!