Stellar pet-friendly hotel customer service encounter! Above Average Hotel.
Hotel- Kimpton Palomar Philadelphia
Date- September 2020 (4 nights)
Overall: 4/5. Above Average. This hotel is an average Kimpton property, overall, but could use a more attentive housekeeping staff. Select staff members truly embody the brand promise. Maintenance should begin refinishing some of the wooden furniture; wear is beginning to show.
Rewards Club Recognition- 2/5. Below average. We were not verbally thanked for our loyalty at any point during our stay. However, as Spire Elite customers, we were upgraded to a “Cityview Deluxe 1 King Bed” room. We took the time to learn the staff members’ names; no effort was made to do the same by them, even though we stayed four nights. We were offered amenity bonus points or $10 Raid-the-Bar credit for use at either the ‘bodega’ at the front desk or at the restaurant. No card or amenity was left in the room for us, as is typical in all other Kimpton properties we have visited (22 Kimpton stays & 36 nights so far this year). This was the first Kimpton property this year we visited where we did feel less like valued guests and more like just any passer through, when first checking in. Although three suites showed available for booking on the IHG application, we were told that none were available when we asked. This left a bad first impression. Later, when we asked for a late checkout, we were told we could only stay until 1pm, even though the staff admitted that there were few reservations that day and we were told that the room was unusable for three days due to the required period of inactivity during the pandemic; this was a notable example of very poor loyalty recognition. My spouse was very dissatisfied.
Staff- 4/5. Very good. The staff members we interacted with did not answer the phone with their names, and no nametags were worn. Instead, pictures with names were placed out in the barrier window. Savannah, who checked us into the hotel, was somewhat social and informative during wine hour but came across as aloof and disinterested in guests; this impression continued as we watched her interact with other guests throughout our stay. Kevin was polite and pleasant during the morning coffee service. Wadiyyah was stellar, truly an ideal employee for a pet friendly hotel. When our pet had a sudden need for medical attention, she immediately set herself to the task of helping us find the care he needed; this alone is cause for her to be recognized and commended. She stood far above the others with whom we interacted. More Wadiyyah-like representatives should be hired and customer facing. Marissa proved immensely helpful when we asked for location advice for our dinner restaurant of choice; I wish I had more time to interact with her. Thea was a joy to talk to; as a relatively recent addition to the team, she sets an example for others to follow. Overall, this was a great reception staff. Kudos to those who left a lasting impression.
Property Appearance & Maintenance- 4/5. Very good. The modern motif is appealing. Light fixtures caught our attention all throughout the hotel.
Exterior- Considering that the property had been damaged in recent protests/riots, the property was in wonderful condition. Windows had just recently been replaced. The entrance was appropriately branded. Without valet parking, the unloading area was unusually small (accommodating only two vehicles at a time) and was more than inconvenient to use during rush hour. Prepare for serious frustration.
Interior- The lobby and carpet throughout the hallways was in fine shape. The baseboards had some scuffs and could be touched up along with some of the wooden furnishings, which were beginning to become scratched and worn.
Accommodations- 3/5. Average. The room we were assigned was smaller than expected, and we were advised that no larger room was available. There were insufficient power outlets near the bedside, although the desk across the room did have a couple of extras. The bathroom was unusually small but did contain a shower/tub combination; counter space was adequate. The shower curtain rod was beginning to fall, and I was afraid to hang my towel on hit for fear it would come down completely; this can be easily rectified. Hot water was a serious problem; there was extraordinarily little, and it took an eternity for the sink and the bathtub/shower to warm up. What a terrible experience trying to shave like that was! I was disappointed for a Kimpton property.
Housekeeping- 3/5. The bedding had stains on it (dark, like footprints); it was shocking to pull down the covers and find this. Toiletries such as soap, shampoo, conditioner, toilet paper, & facial tissues were provided in a supply adequate for the length of our stay. When I attempted to greet the housekeeper on our floor, I was given an unpleasant smirk and no return greeting. I hope this 11th floor housekeeper on Sept 14 was not representative of the other housekeepers in how to greet guests.
Pool/Gym- Not evaluated.
Breakfast/Meal Options- 5/5. The restaurant was available for indoor, patio, and carryout dining. The surf and turf dish offered was very tasty and worth the visit. Coffee service was offered from the front desk, as was wine during the social hour. The minibars are emptied during the pandemic, but the front desk did have the items that are regularly available, set up as a ‘bodega.’ A list of neighborhood restaurants was provided by the hotel at check in.
Laundry- Not readily available. The laundry bag and pricing sheet had been removed from the room.
Computer/Printer/WiFi- 3/5. WiFi would regularly lose the connection; streaming was intermittently problematic. Was this just our position in the hotel or all throughout? It’s unclear, since the connection would drop all throughout the hotel on our phones. We repeatedly had to log in and then would lose the connection again.
Other- Valet Parking is discontinued during the pandemic. A neighboring parking facility is recommended, and we were advised it would cost “anywhere between $40 and $58 per night.” So, we elected to use street parking at $3 per hour, during certain hours; other hours it was no cost. The social password was good for a $15 credit to the restaurant (or ‘bodega’).
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