Terrible customer service!!! I booked my hotel the first week in March for the Marine Corps Marathon on October 27th. I received a call three weeks prior to the race stating that there was a problem with my room and they needed to move me. Being that these hotels sell out very quickly due to the marathon being there, I wasn't sure if I would be able to get another hotel close to the starting area for the race. They planned to move me to their "sister hotel," which was over a 30-45 minute commute, via a shuttle,metro and walking. The girl told me if I had any problems or questions to call and that she would detail a metro route for me as well as send me her GM's number so "next time I stayed with them, they would give me a reduced rate." I never received any of that information and upon researching this new hotel, found out that it was over 20 dollars cheaper, but no adjustment was made. For my trouble alone, they should have either comped my room or given me a serious discount. She told me that since I "pre-paid"(accidently mind you), that "there would be no additional charges." YA THINK!?!?! Should have gotten a refund. She told me that they would give me a boxed lunch(I would be going to my marathon around 630 or so inthe morning...didn't really help). She also told me that they had a "manger's happy hour which I could go to(yeah the night before I run 26.2 miles...great idea). Then told me I could after the race(uh...checking out sunday morning). Glad she paid attention to all the details of my stay.
I called her back later in the day and left her a message. The next day, no return call. I called and left another message, no return call. I call the next day and ask for a manager, the front desk lady asked if she could help me and I told her that I had spoken to this lady and she offered to transfer me to her(which I shot down obviously). She then put me on hold and a guy got on the phone with me. I had to re-explain my story to him to which he replied "let me see if there is a manager for you to speak to..." They transferred me to this front desk "manager" and I got her voice mail stating she "was on the other line, but would get back to me." Never called me back. I called back later in the evening and demanded to not be transferred and that I wanted to speak to a LIVE person. I was then told that I needed to speak to someone entirely different for my situation and of course when they transferred me, I got his voicemail!!! I left him a message. Never heard back.
So growing VERY tired of voicemails and people at the hotel that just keep transferring without care, I looked up the corporate contact information. There was a comment/complaint email option which I did. I heard back within a few hours and they stated that they would be passing this along to the appropriate manger.
Surprisingly(sarcasm), I finally got a phone call from the original girl that I spoke to and she "apologized" and stated that she was forwarded the email that I had written to the coorperate office. She stated that she was going to refund me the money I wanted back and then stated that she wanted me to call her the next day(WHY!?!) I guess she wanted to apologize in "person" and probably try to save face for all the awful service I received. I didn't find it shocking to hear of other customer service issues while reading the other reviews.
To sum it up, I will never stay at this hotel again. Have to laugh at the fact that they even thought I would stay there after they screwed me majorly 3 weeks before my race. Not sure how I had to get moved, when I booked the hotel over 7 months ago. I would imagine I was one of the first to book that. They probably just call people until people agree to move. She also said that the people that didn't pre pay would be out of a room entirely!!! Probably some were marathoners as well. JUST ABOUT THE WORST HOTEL EXPERIENCE EVER...funny since I didn't even stay there!!! Don't BOOK THIS HOTEL!!
- Official Description (provided by the hotel):
- Enjoy familiar comforts and a warm welcome at the Sheraton National Hotel. With the Reagan National Airport, Metro Rail Station, downtown Washington D.C., and the Pentagon all just minutes away. ... more less
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- Also Known As:
- Sheraton Arlington
- Arlington Sheraton