Super location for Reagan Airport and Metro, easy check-in, kind and friendly bartender, polite front desk staff, decent room, interested lobby design (they seem overly proud of it, though, based on the survey they sent me asking about it). Still, I won't stay here again if I can help it.
Why? Their policy of forcing the guest to pay for an amenity that doesn't work. In this case, the TV. For whatever reason (I suspect it was the fault of the accursed LodgeNet system), the TV and TV remote weren't working. There was no channel guide, the channel and menu buttons didn't work, and the system kept rebooting. The front desk offered to send somebody up to look at it. I said no, don't bother. They offered a different room. I was already in bed. Bottom line: They wouldn't make even a modest adjustment to the room rate, even when I talked with a manager the next day. The front desk person indicated she was sorry I wasn't helping solve the problem. No, you should be sorry the television didn't work in the first place.
The next morning on my way out, when I explained the principles behind my complaint (If you offer something and don't deliver it, you aren't holding up your end of the bargain and the terms must be adjusted accordingly--plus it's good business to treat customers well), I was rewarded with an appearance by a security guard, who pointedly leaned into the conversation. The manager offered me 500 Marriott points for the inconvenience.
This is the biggest stonewall by management that I've experienced in my last 200 or so hotel stays. Luckily the great majority of those stays have been fine. My goal is always to have an uneventful stay, but I believe that if something preventable goes wrong, it's up to the hotel to compensate the guest--for any inconvenience or injury, and for providing feedback on the problem. This hotel has chosen to play hardball with guests instead of accommodating them. Fine. TripAdvisor is one way of offering public feedback.
My recommendation: Don't bother appealing to management here. They will stonewall you, and if that fails, they will try to intimidate you. I only regret that I didn't report the incident to Marriott customer relations. Also, there are plenty of other hotels in the area.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 15, 2013
Please let me apologize to you not only for the TV not working but for how it was clearly mishandled by our team. I too travel and understand that when things go wrong they need to be addressed and often how it is handled can be the difference in the entire experience.
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You should know I personally read your comment to all of my operational managers in a meeting and it has since been shared with those departments that were involved as it is a good platform for direct in-service training.
Clearly it is my desire that the TV worked properly in the first place but as problems do happen, it is crucial that they are resolved to the guest's satisfaction. For that, I am truly sorry and embarassed by how your situation was handled.
Thank you for taking the time to share your comments and please know we are using them to improve the experience for all of our guests.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.