Residence Inn King of Prussia

Absolutely unacceptable experience. My business partner and his wife traveled from Canada and stayed at the Residence Inn King of Prussia while visiting the area. During their stay, the hotel lost power, leaving guests without air conditioning and many of the basic comforts they paid for. Their room became hot, humid, and extremely uncomfortable. After spending hundreds of dollars on accommodations, no guest should be expected to spend the night in those conditions. I understand that the hotel did not cause the power outage itself. However, when a hotel is unable to provide the accommodations guests paid for, it has a responsibility to do everything possible to make the situation right. Exceptional hospitality is measured not by whether problems occur, but by how they’re handled. Unfortunately, the response from management was even more disappointing than the outage itself. Before posting this review, I made every effort to resolve the matter privately. I opened a Marriott Customer Care case, sent emails, left multiple voicemails, and made several follow-up phone calls. It took repeated attempts just to receive a response. When the new general manager, Liz, finally returned my call, there was no apology, no empathy, no acknowledgment of the inconvenience, and no attempt to offer any form of compensation, credit, Marriott Bonvoy points, or goodwill gesture. The explanation was simply that the outage affected the entire area and therefore wasn’t the hotel’s responsibility. As a manager myself, I found that response extremely disappointing. Guests don’t judge a business solely by whether something goes wrong—they judge it by how they’re treated afterward. Great managers take ownership of the guest experience, show empathy, and look for ways to restore customer confidence. I was also surprised to learn that the hotel had backup power available for the elevators but not for guest room comfort. While I understand that powering an entire hotel is a significant undertaking, I would expect a Marriott-branded property to have better contingency planning for extended outages. Guests should not be left in sweltering rooms without air conditioning while still paying full price. The power outage was unfortunate. The complete lack of customer service afterward was avoidable. Because of the poor communication, lack of accountability, and refusal to offer any reasonable accommodation after a significantly diminished guest experience, I cannot recommend this property. There are many hotels in the area that understand the importance of taking care of their guests when things don’t go as planned. Very disappointing.

This is a nice newer hotel. The room was very nice and it appeared very new. There was not anything rough or banged up about it. I received excellent, professional service from the associate that checked me in. Parking was free. There is a mall across the street and plenty of restaurants and grocery stores nearby. I highly recommend this hotel

We had a great experience at the Renaissance Inn King of Prussia. The hotel was clean, staff was friendly and accommodating.