Tiny rooms, unrenovated, thin walls, frayed common area furnishings, inconvenient parking, long walk uphill from nearest Metro subway..but worst of all, indifferent and unthinking management. In a policy unprecedented in my 30 years of traveling, when I sought to check out a day early I was told I would be charged for my second night...even though this was Inauguration Day when hotel demand was extremely high with half a million visitors in town! On the few times when this has happened in the past, hotels have always allowed early checkout, charging just for the first, used night of a stay and recognizing that when business circumstances change and a customer has to leave earlier than expected, the hotel doesn't exploit the situation and charge the room -- particularly if it can be resold-- but seeks to accommodate and preserve brand loyalty for the long run.
Here, the front desk supervisor Brittany Cascanet was robotic and totally unthinking in her response, and the hotel general manager Steve Cowan never returned my call appealing the decision..a receipt was simply emailed with no comment.
To save one day's rent, this hotel just lost a lifetime Hilton member who (not including my global team) personally spends over $100,000 a year in travel (in the same trip I gave rave reviews to Hilton Conrad hotels in Tokyo and Singapore...such a complete contrast in service). I will only be working down my quarter million Hilton Honors points, then boycotting Hilton thereafter. Corporate Hilton should follow up with Mr. Cowan and Ms. Cascanet and hold them accountable for their penny wise, pound foolish and brand damaging actions.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for posting. I would personally like to say that we are sorry that you had a disappointing experience during your stay with us. At Hilton, we always aim to ensure that every guest feels cared for, valued and respected. Your feedback will help us in perfecting the delivery of this brand promise and I will make sure that it is shared with the team. Yours and every guests satisfaction is very important to us and we try hard to make sure that all of our guests have a rewarding stay. Thank you again for your feedback and we hope you will consider staying with us and Hilton again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.