Loews Philadelphia Hotel

My wife and I chose Loews Philadelphia for a three day Valentine’s weekend because the hotel holds personal significance for us and is marketed as a luxury property suitable for a special occasion. Unfortunately, our experience was very different from what we expected. We were not informed until after check-in that the hotel was hosting a large youth dance competition. Throughout much of our stay, the atmosphere reflected that event. The lobby and public areas were crowded with participants and families, and there were pizza boxes, delivery bags, and trash visible in hallways and elevator areas on our floor. The noise and congestion made it difficult to enjoy the common spaces. One of the reasons we chose the hotel was to spend time in the restaurant and bourbon bar, but on Valentine’s evening those areas were heavily impacted by the event and did not feel like the quiet, adult environment we had anticipated. At one point we left the hotel for much of the day simply to find somewhere quieter to spend time together. The hotel manager did remove one night from our bill as a goodwill adjustment, which we appreciated. However, after multiple follow-ups with Guest Relations, we were ultimately told that this represented the full resolution. Unfortunately, the experience has tarnished what were once very positive memories of staying at Loews, and as a result we will not be returning. I share this so that other couples considering Loews Philadelphia for a romantic or special occasion understand how both the environment during our stay and the handling of our concerns ultimately unfolded.

One of my favorite places to stay

I am requesting a full refund due to discriminatory treatment and unprofessional conduct by hotel staff. My friend and I arrived around 4:30 PM and were checked in by a front desk associate named Veronica. After a brief delay, we were assigned a room on the 23rd floor. I had requested a high floor if available, so this placement was acceptable. Approximately one hour later, around 5:45 PM, before 6:00 PM, there was a knock at our door. A security guard identified as Jamal, a Black male staff member, stated there had been “multiple noise complaints” regarding our room. This allegation was confusing and concerning. We had only been in the room for about an hour and a half. The television volume was between 10–15, and we were simply talking while getting dressed for a concert. We were not hosting guests or engaging in disruptive behavior. Without issuing a warning or attempting to verify the claim, we were told we needed to move rooms. We cooperated immediately to avoid confrontation, especially as two young women traveling from Baltimore with no alternative accommodations that evening. During this interaction, the security guard made an extremely troubling statement. He told us that the complaints were coming from “all white judges” staying on the floor and implied that we needed to move because of that. When we asked why we were required to relocate despite not being disruptive, he stated he was “trying to help us,” and that if another (white) security guard responded, we could potentially be removed from the hotel entirely. This statement was inappropriate and discriminatory and made us feel racially profiled as two Black women. We were moved from the 23rd floor to the 9th floor. That evening was a deeply distressing and triggering experience for us. No one should have to endure that type of treatment because of their age or the color of their skin. The new room was not comparable in quality and required access through a different elevator bank.