My wife and I took a trip to Washington, D.C. for our 10th anniversary. We stayed at the Ritz-Carlton at the corner of 22nd NW and M for a four day weekend. It was a beautiful hotel but the staff made it an exceptional stay.
The night we arrived at the Ritz-Carlton our reservation couldn't be found. A gentlemen named Daniel was at the front desk and resolved the issue immediately. He even upgraded our room for free due to the hassle. Later that evening, after a trip to Georgetown, we returned to our hotel room and the keys wouldn't work. I reported the issue at the front desk and they had a technician switch out the lock and provide us with new keys.
We were up early Saturday for breakfast. Breakfast was good but a bit pricey. Thank God we booked the bed and breakfast package which included a $75 credit each day for breakfast. Following breakfast we left for a day of shopping in and around D.C. When we returned from shopping our room key would not work again. We had the room keys replaced four times in twenty four hours. I couldn't take it anymore and asked to have our room changed. This is where it got interesting. A young woman at the front desk switched our room. We get keys for the new room and they don't work. All the while my wife is in the hallway outside our original room, with all our bags from shopping, and waiting patiently for me to return. So I go back downstairs and the report the issue. The hotel manager David Child comes out of his office and is very apologetic. He requests keys be made for our original room and our new room. We go up stairs and the key works for the new room. Great! Forget the old room. I could care less about that door issue any longer. I run to tell my wife we're moving rooms and I grab some of the shopping bags. I get to the new room and I open the door only to hear a voice yelling, "Excuse me!". I'm shocked. Not five minutes ago I was in this room with the hotel manager and no one was in it. I run back down to report what happened to me. By now I feel like I'm the middle of a Woody Allen movie.
So there was mix up when the young lady switched our room. She put us in room 546 but made keys for room 545. David was completely embarrassed. He immediately said tonight is on us and ordered another room switch. The young lady that made the room switch chimed in and was very apologetic. She insisted we also get club level access for the rest of our stay. In passing David asked what brought us to D.C. for the weekend. I told him my wife and I were celebrating our 10th wedding anniversary. By the time we met the bell hop at our original room, loaded our things on a cart and to headed to our latest room, David was waiting in the room with a bottle of complimentary champagne on ice and two glasses.
Fortunately the rest of our trip was without issue. The staff was exceptional. Some would have counted this weekend a bust but we took in stride. Things happen. Granted we wouldn't wish these issues on anyone celebrating their anniversary but there are greater problems in the world. The staff at the Ritz-Carlton worked diligently to resolve all of our issues and bent over backward to make sure we were comfortable.
I can't remember the name of everyone but if you come across these individuals you are in good hands. Chiaki Adams is the concierge and was awesome. Chiaki had great restaurant recommendations and gave us directions to all the best shopping centers. David Child the hotel manager did everything he could to make our stay at the Ritz stress free and enjoyable. Samson was one of the bellhops and took great care of us. Every time he saw us he always asked if we needed anything and moved our stuff when we were having room issues. Honestly I didn't meet a staff member that wasn't extremely personable.