Sonesta Philadelphia Rittenhouse Square

I liked that there was a roof top pool. The parking attendants were super efficient.

The pool area was crowded and wasnt kept clean, and there were no towels. The bed was uncomfortable to me. The bathrooms could use some updating. The website makes the place look much nicer than it is.

I am currently staying at this hotel and have been extremely disappointed by both the service and the way my concerns were handled. Upon check-in, there were not enough towels in the room for the number of registered guests. I contacted the concierge and requested additional towels, but no one returned my call and no towels were delivered. The following day, we requested towels again before leaving for breakfast. While we were out, housekeeping serviced the room and removed the towels that were available, leaving us with no towels at all. Despite multiple requests through the front desk and by phone, we were only provided two sets of towels for four registered guests. In less than 24 hours, I made six separate requests for towels. After being told they would arrive within five minutes, I waited approximately 25 minutes before calling the front desk again. The delay caused me to be late for a dinner reservation because I was unable to get ready without the promised towels. What made the situation even worse was my interaction with Front Desk Supervisor Jonathan Rice. Instead of apologizing or taking ownership of the issue, Mr. Rice asked me if I had “ever stayed at a hotel before.” When I asked him not to insult me, he hung up on me. At no point during our interaction did he apologize for the repeated service failures or acknowledge the inconvenience caused by the hotel’s inability to provide a basic necessity despite multiple requests. When I later spoke with him in person, he was dismissive, condescending, and told me I needed to speak like a “human being.” I found his comments offensive and completely inappropriate, especially given that I was simply trying to resolve an issue that the hotel had failed to address multiple times. Rather than focusing on a resolution, he chose to insult me as a customer and made statements that were not factual, including repeatedly claiming that towels had been delivered to our room twice when they had only been delivered once, and even then, not enough towels were provided for the number of registered guests. His conduct demonstrated a lack of professionalism, accountability, and respect for a guest attempting to resolve a legitimate concern.. The room itself was also not properly maintained, with visible stains on both the bed linens and sofa. I understand that mistakes happen, but what matters is how they are handled. A missing towel should never require multiple phone calls, repeated trips to the front desk, and a confrontation with a supervisor where no accountability was taken instead me as the customer was insulted and disrespected. Unfortunately, that is exactly what happened here. Based on my experience, I cannot recommend this property and would strongly encourage management to address both its service standards and the way guests are treated when concerns are raised.

Reception was easy. Room was comfortable and clean. Location was excellent. Valley parking, though pricey, was very convenient and accommodating.

Room as expected. Small but OK bathroom.

Air was set at 70 and no matter what we set it stayed at 70. Handout from front desk at check in stated that daily room service included fresh linens & towels. It did NOT happen.

Location and security

The rooms were spacious, clean and comfortable. The location was central but not as luxury as some others like the Sofitel which is a bit pricier. If you are looking for value and comfort this is perfect. If you want luxury and more of a social scene perfectly situated in the heart of Rittenhouse then may be worth to spend a little more. Staff was very helpful and friendly.

The lobby was very tacky and not appealing. The entrance to hotel could have been more appealing as well. Felt very sketchy but the rooms were very nice, clean and comfortable.

Good location.

Very expensive. Customer service was not great. Weren’t made aware of needing pool wiring bands. A lot of rules. Bar not open at the pool. 10 dollar per day couldn’t be used at the bar.