I recently spent four nights at Washington Guest Suites. After spending a whole day outside the hotel I arrived on my last night around 11 PM and received a letter from the General Manager slipped underneath the door. The letter stated that the renovation plumbing work requires that the water be shut off periodically. Each room would be without water for no more than 60 minutes at a time.
When I checked the kitchen faucet I indeed noticed that the water was shut off. Although I really wanted to take a shower immediately after spending almost a whole day in summer temperatures, I accepted the fact that I had to wait at least one hour. However, when I checked again at 12 AM, the water was still shut off. This was also the case when a checked at 1 AM and 2 AM. When I called the front desk after 2 PM they did not really seem to know what was going on and did not even offer any apologies or to find any solutions. At 3 AM I checked again if the water was still shut off and to my horror this was indeed the case. By then I was exhausted and fell asleep without taking a shower.
The next day when I went to check out I asked the front desk staff to speak with the General Manager and they informed me that she was in a meeting. I asked them why I was not notified earlier regarding the water being shut off, as from the letter it really seemed that the plumbing work was planned in advance. The front desk staff simply replied that this was part of the hotel renovations and did not even offer any apologies or some kind of discount/compensation.
After I made it very clear that I would not pay the complete amount of the stay, they offered to give a 25% discount on the last night stay. Due to fact that a was expecting my taxi at any moment to take me to the airport I did not check my statement thoroughly right away. My taxi took longer than expected so I decided to review the statement anyway. To my unpleasant surprise the discount on the statement was only for $ 30 which is barely 15% of the $ 190 night stay rate. When I notified the front desk they did not even offer to make the necessary correction. By the time my taxi arrived I was fed up and just wanted to leave that place.
I see that the General Manager responds in other reviews that they are very excited to reopen as a Residence Inn by Marriott in September. Well if I was Bill Marriott I would not be that excited to associate the Marriott brand with such mediocre and unacceptable level of service. The General Manager should ensure that the front desk staff receive some urgent much needed hospitality training because the current service level is below par and certainly not according to the Marriott standards.
- Official Description (provided by the hotel):
- Residence Inn by Marriott Washington DC/Foggy Bottom is located in the heart of the most historic neighborhood in DC. We are an upscale extended stay hotel nestled in one of the city's most sophisticated and fashionable parts of the city. Our central location is minutes from George Washington University and Hospital, Department of State, World Bank, other renowned corporations, celebrated attractions, restaurants, shopping, Georgetown and one block to the Foggy Bottom metro. Whether you're with us for a few days, a few weeks, or a few months, your daily routine matters .Our inviting gatehouse will allow you to spread out and relax after a long day. We offer complimentary Wi-Fi in all our suites and public areas at the hotel .You will never go hungry with our complimentary daily deluxe buffet breakfast and our Social Hours served in the evenings. Whether you are traveling for business or pleasure, your stay at the Residence Inn by Marriott Washington DC/Foggy Bottom will keep you well taken care of ... more less
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