Under valued & unappreciated. Those are the phrases I will use to describe my recent experience. This weekend I was supposed to be an exciting FIRST trip to DC for my girlfriend’s birthday weekend. Unfortunately, it was overshadowed by inaccurate accommodations, lack luster customer service, overall passiveness towards customers needs. First, I planned this event months in advance. Searched my options (The Hamilton, The Kimpton, The Four Seasons) were all on my list. Regrettably, I chose THIS location due to its proximity to the National Mall and other attractions. Travelers be aware of the following: Accommodations King Deluxe-city view room: It is not as advertised as it relates to space. It is advertised as “Spacious”, and having a “comfortable chair” neither of which are true statements. Customer service First, I understand the difficulty surrounding our current staffing climate today. However, I provided their Hilton team with MULTIPLE opportunities to make this right and they did not. I spoke with the front desk team, Ashley and another gentleman there on 6/18 @9:00pm, 6/18 @9:40pm, and 6/19@3:20pm. The first two times I was told “all the rooms look similar,” “we have you in the room you reserved,” “an upgrade would be an up-charge.” The third time I had a family member reach out to Hilton because I wanted to salvage my vacation itinerary and not spend it at the front desk/ on the phone. Went to the front desk to speak with Deja (who was supposed to hear my concerns) and they said “she left for the day” @3:20pm In closing Money is not an issue in this case, this resort is aesthetically beautiful. I am just disappointed with the overall representation of the Hilton brand and the lack of compassion and understand regarding my room situation. A larger room/ suite upgrade would have solved my issue. I hope the next traveler has a better experience than me. This was written (6/19/21@4:00pm) while still staying in the resort.…
We were here for one night to see the cherry blossom. The hotel is right next to the Spy museum and very close to National mall. Due to Covid, there is no free breakfast, but for Diamond member, they gave us 20 dollar to use in the Starbucks in the hotel. The room is very clean and updated. If we ever come to DC again, will definitely stay here again.
The bad: Paid extra for the city view. Was on the 12th floor with a view of another building. All the toiletries contain lavender which I'm allergic to. Pretty nicely outfitted room. The good:. There is a metro station downstairs and a mall with a 5 Guys and a CVS in it below the hotel. Spy museum also part of the complex along with bike rental and tours. Pool still closed due to Covid.
Long story short. Check in issues, clean rooms but furniture was out of place. Staff was not helpful or friendly. Unfulfilled promises in the room description. I personally probably wouldn’t book here again.
The hotel was understaffed and lacked in many small details which are expected from a typical city hotel. There was no kitchen or cutlery available for guests. Rooms were only cleaned if you request the guest service desk, the button on the door to request room cleaning is pointless. Washroom curtain was dysfunctional and was stuck somewhere in the back. The city view from the room was no meaning, I should have rather gone for Pool view which was atleast cheaper. There are lot areas this hotel needs improvement. Location of this hotel is perfect. Every famous museum and Capitol and Memorial and Monument are at a very short distance. Hotel is kept Clean and mattresses are comfortable too.