Issue #1. HOTEL GAVE US KEYS TO A ROOM WHERE SOMEONE ELSE WAS SLEEPING. Close to midnight on a Friday in October, we checked into the Radisson Hotel Reagan National Airport for a multi day, prepaid stay. When we arrived in our room, we found that our key didn't open our door. We had the key reswiped, and the same thing happened. Eventually security accompanied us to the room, opened the door using a master key, and woke up the individual(s) to whom the room had already been assigned. Front desk person blamed this incidence on a "computer glitch".
Issue #2. HOTEL ATTEMPTED TO DISREGARD THEIR ROOM GUARANTEE FOR A PREPAID STAY. We were then offered a different room for 1 night with no guarantee for additional nights. The hotel was booked. Mind you, we had paid in advanced for multiple nights with a "hotel guarantee" that our room would be available for the entire duration.
Issue #3. HOTEL DECEPTION ABOUT NEARBY COMP HOTEL. We escalated the issue by asking to speak to the on-call manager; she had separate conversations with us and the front desk personnel. We were told that the hotel would arrange a multi day stay for us at a nearby Hilton. We were given some paperwork. The print read that the hotel would pay for tonight's stay at the comp hotel and then "call the hotel tomorrow". Finding this language to be unclear, we called the comp hotel directly. It turns out that the comp hotel had no available rooms for tomorrow. This was confirmed by the front desk personnel.
Issue #4. RESOLUTION CONTRADICTED ORIGINAL STATEMENT OF NO ROOM AVAILABILITY. We pointed out this deception to the front desk manager. Suddenly, a room for both nights became available at the Radisson. We were given free breakfast vouchers. This whole issue took hours to resolve; We finally went to our room around 3 am. We were told that a manager would call us the next day as a cell phone number had been provided. No one ever did.
The hotel overbooks and doesn't place much emphasis on honoring their room guarantees. Ask abou...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We apologize for the problems you encountered regarding the poor service you received from our hotel staff, and the confusion with your reservation. We would like to investigate this further, please contact Corporate Customer Care at 1-800-967-9182 at your earliest convenience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.