I booked a two night stay at the Melrose, while in DC for a seminar at JSU around DuPont Circle (July 2014). I really wanted to rank and write a terrible/ 1 star review due to my first night experience, which I'll explain below. However, the hotel was beautiful, my room was clean, spacious and comfortable (slept really well), and the restaurant and service there was good. I would stay again.
That said, I'll share the awful side of my experience. I knew that I'd arrive late, so I called 2 days ahead to alert the hotel that I'd arrive between 11-11:30 pm. When I arrived, I was informed the hotel was overbooked, and "there was no room for me." It was ridiculous, which with choice words, I told the staff, since I paid ahead through Orbitz and alerted them of my late arrival. I was then briskly told by the manager that I would have to stay at another hotel. (Full disclosure: the Melrose paid for my stay at the other hotel and also, reimbursed me for the one night). When I asked if they would just transfer me to the other hotel to avoid the inconvenience of switching hotels, they said they wouldn't. I'm unsure if the manager actually said sorry, but I can at least say there wasn't a sincere apology that I recall. The hotel that I was transferred to was close by, but older. I also had to inconveniently, move back to the Melrose in the morning to store my bag and come back in the evening early enough to check in. The icing was that as I was leaving for the other hotel, two men, likely in DC on business, were checking in and were not turned away. Go figures. Again, my overall experience with the hotel itself was great. There needs to be some serious reevaluation on how many rooms to book and how to deal with customers. This issue didn't pop up out of the blue and could've have been communicated in advance of me arriving - roomless -- with a simple phone call.
A note: I've seen that their PR/Marketing team often combs these comments boards and writes public apologies for the questionable facility/service. A thought, why don't you fix the problem rather than waste time tracking down and trying to mask unfavorable comments. These forums are for candid replies, not washing over problem that exist at your hotel.
- Official Description (provided by the hotel):
- Just one block from Georgetown and the Foggy Bottom Metro station, the Melrose offers generously sized guest rooms and suites, total wireless high speed Internet capability throughout the entire hotel and is pet friendly. ... more less
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- Also Known As:
- Melrose Hotel, Washington Dc Hotel Washington Dc