I stay here more frequently than about anyone I know (more than 30 nights at thsi Hilton this year alone- an Hilton Honors Diamond member). The staff is quite friendly and the hotel rooms are nice and well maintained. The hotel is very convenient to Metro and DC. However, I just had a very unsettling expereience with a satff member there. Just before a recent trip I became pretty ill and had to cancel on my scheduled day of travel. I called the hotel directly and the front desk was very friendly and responsive. The desk clerk even recognized my name and that I was a frequent guest. He said he undesrtood and even said I sounded ill and should go to bed (where I already was). He also said he would cancel ther room and that no room charges would be applied. However, a day or so later I checked my credit card statement and lo and behold I found the hotel had charged me. I called to inquire and was directed to accounting. I had to leave a voicemail but the next day a woman (I will call her Ivy) returned the call. I expected a normal and pleasant business conversation but it was not what happened. She began by asking me who I talked with and what they said and made it sound like no record existed of any cancelation. After giving her my full story on dates of reservation, reason why the cancelation was on the scheduled day of check-in, time of my call to the hotel (around noon or so), what my convesartion was with the desk clerk, etc., she said I guess I believe you. Then she said the computer did show my call and the cancelation and confirmed my memory of what the desk clerk said. But then she said she that I had yet another reservation for the previous day to my cancelation that was not canceled. I knew that wasn't right and told Ivy that. A sI wa sstarting to ask when and get soem details on this "uncanceled reservation" she just said "this time" she would take off the charges but that it would go "in my file" and would be referred to in any of my future stays. I then tried again to inquire as to when this other stay was for and any reservation number but she had already hung-up. She wasn't overtly mean but was very unprofessional in givimg me the third degree and made me feel like a I had lied or was trying to get away with something - certainly I felt less than appreciated. I guess this email is just a warning that if you have a problem here do not deal with anyone but a manager - in the past they have generally been quite friendly and very professional. I see the mangers usually read these reviews and sometimes leave comments. I just they do this time and spend some time discussing customer service with Ivy.
Get a room with an even number for a great view, I highly recommend rooms king bed rooms 344, 444, 5...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 16, 2012
Thank you for your feedback. We are glad you chose our hotel during your recent stay in the area as well as your loyalty. I do apologize for the issues you encountered. We appreciate you bringing this to our attention and know our guests deserve better. We will make every effort to ensure our guest receive the highest standards of service. Again, I apologize for the inconveniences that you experienced and if you would like to discuss this further, please don’t hesitate in contacting me directly. We hope you would consider returning to us if you travels continue to bring you back in the Alexandria Old Town area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.