When you have a company rate, they love to stick you by the elevator. I didn’t ask to moved, I didn’t think it would be that noisy. Big mistake! Night one between the AC that can’t be controlled and the elevator, I was up every hour. We also had breakfast included and the vouchers were not given to us. I had to ask for them the next day. I didn’t need to show them the confirmation; it was already in the system, which tells me the front desk person didn’t bother to look when we arrived.
I come back from my meeting after my first night staying at the hotel and the room has been cleaned. I sit on the bed and to my surprise and amazement; there are nail clippings on the sheets and on the floor near the bed. Hmmmm…. I already slept in that bed and those clippings were not mine. So this means the sheets were not changed before I arrived, they just remade the bed and gave me the room and obviously, the person who stayed there before me, cut their nails in bed! How lovely….so I called the front desk and told them. He didn’t understand what a nail clipping was; I had to explain that to him. He says to me, ok I’ll change your room, no apology, no refund. Off to room number 2, so much quieter, this was great. Clean….not so much. I took a shower and as the steam began to cover the glass a big man handprint was on the glass. So now I have to visualize someone else using this shower. I know things happen in hotels but to get a visual because the room isn’t cleaned properly is unacceptable. Also the water pooled in the shower and the cleaning person didn’t push it down the drain so it sat there the whole day. The rooms are also poorly decorated and depressing. The breakfast is ok but I’d rather pay extra to have a full breakfast or a better selection.
Poor customer service and untrained employees
So my co-worker and I decide to go to a place about 2.5 miles away called the V Brewery. She wanted to take the hotel shuttle. They informed her they would pick us up unless the shuttle was doing airport runs, if that was the case they would get us a cab. 11:30 pm rolls around and I call the shuttle. They tell me they can’t pick us up because of airport runs. I said ok give me the number to a cab, since he clearly was not going to call for us. He gives me a number to a “cab” I swear it was someone who was sleeping after I called 3 or 4 times he finally picked up and he sounded half asleep and said we were too far. I called every cab in Virginia, NO ONE would come get us. I called the hotel again about the shuttle and they said no. So it’s now 1:30AM and I was about to walk the 2.5 miles….it’s drizzling, cold and miserable. And I googled the distance and directions out of desperation. Literally 100 feet away is the Embassy Suites, we decide to go in and BEG for a ride. Come to find out that Embassy Suites handles the Aloft shuttle service. The person at the front desk apologized for the Aloft and said they didn’t tell us you were literally right here, of course we’ll take you back. I was floored. I can’t believe that the front desk person at the Aloft, who knew exactly where we were didn’t ask, he rather have two customers stranded in the dark waiting for an imaginary cab for hours.
Don't stay here.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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First of all I would like to thank you to write a long review regarding your recent stay with us. We are fortunate to have this kind of reviews from our guest's to correct the problems occuring when they are in our property.
I am sincerely apologize to you for all these problems you have been going through and also I will assure you that in future we will do our best service possible for your upcoming stay with us.
Thank you for your valuable feedback.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.