My husband and I planned a vacation to DC. We figured the hotel wouldn't be an issue because we just needed a place to sleep and shower. We chose this hotel because of it's convenient location to the Metro. From the moment we opened the door to our room, we were disappointed. It was an extremely small room crammed full of furniture. We opened the curtains to our balcony to be treated to a view of the skylights for the hotel lobby and a facade. Oh well, we were just here to sleep and shower. The mattress was horribly uncomfortable. Being in mattress sales, I pulled the sheets back to find what we call 'the mother-in-law' mattress. The cheapest type you can buy. It had an antiquated coil system, that gives you the feeling of sleeping on a chain link fence. Tossing and turning all night and the noise from the ice maker across the hall, left us sleep deprived. We are 2nd shift workers, so or sleep schedule is 1 to 9. Not possible here since the housekeeping staff started vacuuming at 8am. We got up to shower and start our day. My husband was treated to a cold shower. We called down to the desk, and they sent up the maintenance man. He checked it out, replaced a part, declared it fixed, and told us the hot water was being used by housekeeping which is why it was not hot. I tried to shower and the temperature fluctuated between ice cold and scolding hot. My shower at home is required to have a regulator to prevent this, why wasn't theirs? This went on for 3 days, and we had finally had enough. We asked to be moved. The desk clerk said OK. When we came back from a day of sightseeing, we waited in line behind a man checking in for 4 rooms. We decided to dump our stuff and start packing to move. When we finally made it to the clerk we were told there were no more rooms. However, the manager on duty informed us that because of all the complaints, the engineering staff was called and had found a defective part affecting the whole property. Who knows for how long. That night we were treated to the joyful sound of teenagers running the halls. The staff was friendly, the location convenient, the stay was miserable. The only bright spot was AJ. He is a customer service superstar.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 17, 2013
Hello Lisa O!
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All I can say is ... WOW! You certainly did not have the stay that myself or my team expect you to have. I am truly sorry that I was not aware of your situation while you were on property as I would have loved to have taken are of the issue then.
I can assure you that our mattresses are not the cheapest that can be purchased as Marriott demands certain minimum standards. However, are mattresses are a mix of a foam and spring technology. Some of our mattresses obviously get used more than others and we have to be more aware of this issue. I will be addressing this issue with our engineering team to ensure that if the mattress is truly damaged that we replace it.
As for the water fluctuation, this truly was something that came out of no where. We have located the issue and are in the process of repairing it. It unfortunately is a larger issue that requires a large part to be replaced.
The last thing you want to deal with on vacation is an issue with your hotel room, and for this I truly apologize! I'm so glad that AJ was able to brighten your stay a bit while you were here.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.