I stayed at this property for the second time in early April, 2013. I like the Kimpton brand and this property is very well located in Alexandria. Rooms are nicely appointed, and the property is in overall excellent condition. On this trip I found the staff to be abrupt and lacking in professional attitude . Here's a few examples: Upon check-in the clerk asked if I had stayed at this property before (since I'm a member of their loyalty program you'd think she would know that but...) I said yes. Expecting a "welcome back" greeting I was surprised to just be told "well then you know we serve coffee in the lobby, but on weekends it doesn't start until 7." Whatever, but it did remind me I needed to request a coffee maker for my room. She said housekeeping was closed, but she'd leave them a note. No coffee maker even after a reminder the second day.
I was traveling on business and also asked the best way to get to the Metro so I could make a meeting on time the next day. She said the best way was just to take the hotel shuttle to the airport and grab the Metro there. She said it left every hour on the hour. I confirmed this twice with two additional staff members the next morning. When I was ready to leave for the 'airport' I was directed to the front door to get the shuttle(I was there on time or a bit early). When no vehicle showed up I asked the person at the door where the shuttle was. He asked where I was going. I said the airport. He responded "the airport, or are you just going to the metro?" I acknowledged I was going to the metro. He said he was the shuttle driver, but he would not take me to the airport because there were no other guests going to the airport. I complained at the front desk, and the clerk said I missed the shuttle. I tried to explain I did not miss it, the driver refused to take me. She chose not to understand my complaint and said I must have missed the shuttle. I took a taxi to my meeting and complained about the uncooperative shuttle driver later that evening and I was reminded it was available every hour on the hour and it was the best way to get to the Metro. Grrrrr.
Finally, while I will give this property another chance, I do believe the staff needs training both in customer service and in the Kimpton brand standard. On several occasions non-uniformed staff were working behind the front desk, very sloppy. The door attendants often stood idly by as guests struggled loading and unloading their luggage as well.
I know they can do better and hope they stop taking advantage of their great location and remember a poor staff reflects on more than a single property but the whole brand.
- Official Description (provided by the hotel):
- Hotel Monaco Alexandria, in the heart of Old Town Alexandria, is a luxury boutique hotel with rich design. Discerning travelers will appreciate the sumptuous décor, top-notch service and eclectic sensibility that this Kimpton Hotel provides. The hotel aptly reflects its historically rich surroundings, adding contemporary comforts for a memorable stay near Arlington National Cemetery, Mount Vernon and all of Washington DC’s many attractions. Conveniently adjacent is the exceptional Jackson 20 restaurant. ... more less
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- Also Known As:
- Hotel Monaco Alexandria Kimpton