I'll admit, I'm not really a "Residence Inn" kinda gal. But we were planning to visit family in the Arlington area for several nights, and wanted our son to have his own "room"...and this hotel fit the bill.
Before arrival, I called the hotel to request a room with a view of the airport and train tracks. I know, that sounds kind crazy, right? Not when you have a 5-year-old who's obsessed with trains! I was told by the staff member that the 8th floor corner room would be ideal, and that she was blocking it out for us so that nobody else could take it. Great! I called again on the day of arrival to let the hotel know we'd be coming in late in the evening, and that we were looking forward to the room that was blocked for us. However, we were then told that the 8th floor room was no longer available. We were told that we could have the 7th floor instead, still with a wonderful "train view".
When we arrived late that night, we went up to our 7th floor corner room. The room was very clean and new looking, and the layout and view were great. However, the cigarette smoke smell was overwhelming, and there was no way we could stay in there. The front desk staff member did not seem sympathetic (annoyed more than anything else), and told us that there were no other train view rooms available. We moved to the 10th floor, with a hysterical 5 year old (he wanted trains) and no corner room (terrible layout in the non-corner room).
We asked to have the sofa bed made up. They sent a staff member who brought 2 sheets with him. He asked if I wanted to make up the bed, and I said no thanks...he should do it. He started to lay the sheet on top of the couch. I told him that we wanted it made up like a bed, not a couch. He had no idea what I was talking about...no idea at all that the sofa opened up into a bed! I called to get him some help. They sent up security and engineering, and they figured out how to make up the bed. It was comical.
I was convinced that we would switch hotels the next day.
The next morning, I called and spoke with a great staff member named Shawnic. Unlike the staff the previous night, Shawnic was very sympathetic and sorry to hear about our problems. She said that we could be moved to the 6th floor corner room, and that she comp breakfast for us at the Renaissance next door (we had missed the free breakfast because of time zone issues). The new room was fantastic. The corner room layout was 1000 times better than the other room...so much more spacious. My son loved the view...he thought it was the best hotel ever! Once we were moved, we were really happy in this hotel. Shawnic really saved the day for us.
The free breakfast was what you would expect, and the staff working there were very friendly. It was not crowded, and there was something for everyone.
I would highly recommend this hotel, but if you have more than 1 (or two?) people in the room, I'd suggest a corner.
Corner rooms have the best layout and much more space. However, if you are a light sleeper, you migh...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 4, 2013
Whenever our guests request a room type, it is always in our best interest (along with that of our guests) to do everything we can to honor the request. We truly want our guests to enjoy their stay so they will keep coming back! I can certainly understand your frustration and disappointment when a suitable room with a particular view was not readily available to you upon check-in. Your son must have been so sad!! What a damper to a stay that was anticipated so much! Your feedback is being taken seriously and the many issues that were addressed will be discussed at length with our managment and staff. We have worked hard to receive the reputation of being a clean hotel with a friendly and helpful staff, so when we are made aware of a service failure such as you described, rest assured that measures will be taken to retrain our staff in order to meet the expectations of our future guests. I am happy to hear that everything worked out in the end and that you would recommend our hotel to others, but I hope you will accept my sincerest apology for the inconveniences caused during your stay. I do hope we will see you again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.