This is not a happy review and not a first attempt to contact both The Willard and Intercontinental Group.
This was our second stay at the hotel, and probably the last one. We selected it because of the area, beauty of the building and previous excellent experience. And what we got was far from expected in terms of treatment.
I have a platinum membership with IHG group and at the check in I was told that we are upgraded to a better room. If that was an upgrade - I don't want to know how normal room looks like.
The bed was half broken, the fire alarm was hanging on a wire above it like in a dorm room. there was barely any coffee or tea. Of course - no sugar no creamer. We did not have time to deal with all that so we let it go.
Next thing - our relatives were trying to call us from abroad using a hotel number. It was a holiday time. They were first told the phone was BUSY and hung up, while i was waiting by the
phone. Next time they called again, they were put on hold, and then hung
up. The third time , they called, they were asked weird questions after
they got my name and room number, such as : Can you spell his last name?
what country did he come from? etc.. and then put on hold, and again.. HUNG
UP.. I had to call the reception and make an angry complaint, not
surprisingly, I was put on hold for a while, and I had to hang up and call
back, and i was told the manager stepped away ,and he will call me asap.
Well.. that never happened.
After, I tried calling for Room Service, but the button
wasn't programmed !!?? and I had to dial to reception. I ordered room
service and asked for kettle of hot water. I go the meal, but didn't get
the hot water. I contacted and was told someone will be right up, and no
one showed up.
AT night, we noticed the bed was VERY wobbly , and when we
removed the covers, realized the mattress was seriously bent out of
shape,(i have pictures of the bed/mattress). we decided to pass by the next
day and deal with it with reception because nothing was working on the
Next day, when we came back to the room, which was supposed to be
cleaned, we found the bed barely tidied up, and two dirty mugs on the
table, and two dirty glasses still on the night tables, they weren't
cleaned or replaced, the tea / coffee wasn't replenished, and the
q-tips/cottons/etc.. was not replenished after we used them for shower. We
called reception again, described the situation, and they said
they will send someone right up from the Housekeeping service, Two hours
later, no one showed up, and it was getting Really Really frustrating and
insulting at this point.
I called Reception., and discussed the whole
situation with someone and that this is completely unacceptable service
from the Willard and Intercontinental hotels, and as mentioned above, the
person was apologizing WHILE sounding very insincere and almost chuckling.
He ended the call by saying He will make sure to mention this to someone ,
and laughed and said goodbye.
I sent complaints to both - the Willard and Intercontinental group over 2 weeks ago. No one ever contacted me.
There are a lot of luxury hotels in the area, there is something to choose from that has better then the service we received at the Willard.
save your money, go somewhere else.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It was a pleasure speaking with you. As we agreed, the hospitality business is a world of details. Thank you once again for sharing and enabling us to raise our bar. We look forward to your next visit to Washington, D.C.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.