"I booked my reservation at Sofitel Rittenhouse starting Wednesday, even though I would not arrive until Thursday morning, because I was taking a red-eye and wanted to ensure my room would be ready upon arrival. I also called the hotel in advance to explain this and confirm my reservation would not be canceled.
When I arrived around 7:15 AM, the front desk agent assisting me was kind, professional, and genuinely tried to help. Unfortunately, another employee, Julian, who was called over for assistance, was the opposite. He was dismissive, did not greet me, and appeared irritated to be helping.
Julian first said the hotel was sold out, then said he could only offer a lower-category room than what I paid for and could not confirm any refund because he was not a manager and none was available. When the front desk agent suggested checking for a suite, Julian said that if one was available, to give me the accessible suite. I appreciated that a solution was finally offered, as my main concern was having a room ready and comparable to what I reserved.
While I was ultimately placed in a suite, the room was disappointing. It felt unrefreshed, had rust stains in the shower, a noticeable smoke odor, and did not meet the standard I expected.
I do want to recognize the original front desk agent, who was courteous, patient, and customer-focused. However, Julian’s service and the condition of the room significantly detracted from what should have been a much better guest experience."
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