--The location was perfect! Close to Walter Reed, Bethesda Row, lots of places to eat, etc. --The layout of the room was very cramped. There was very little space to walk between the desk chair and bed to get through to the rest of the room. It was not convenient. The chair in particular was in bad condition. Having a corner room with two large windows was awesome. There was no stand to put my suitcase on. Normally there's one stored in the closet in hotel rooms. --The fitness center needed cleaning. There was no phone in there to call the front desk, so when I realized the water dispenser was empty I couldn't call down (I didn't have my cell phone on me). Some of the machines (like the ellipticals) needed servicing. --The elevator situation was very aggravating because only 2 of the 3 elevators went all the way to the penthouse (PH). There was no way to request only those 2 elevators though. Sometimes it was a long wait to catch the right elevator. --I really like that the hotel recycles. --The customer service was disappointing. Many of the front desk workers were unfriendly and I had a hard time understanding many of the workers because they did not speak English well. The woman who were working when I checked out were very friendly though. Only one time was I able to able to contact someone at the front desk from the phone in my room within a reasonable amount of time. Usually I gave up and physically went to the front desk or called on my cell phone. One night I stopped at the front desk at 9 PM to ask for clean towels. I was told they'd be brought right up. An hour and a half later it was getting late and I called downstairs because I needed to get ready for bed (I had an early morning). I told the woman I was getting ready for bed and asked that the towels be left on the floor outside my room because I was in my pajamas and couldn't open the door. Luckily I had showered earlier since I had no clean towels left that night. When a man brought the towels up he kept knocking on the door and I asked him to leave the towels on the floor (which was gross) because I wasn't dressed to open the door. The front desk staff apparently hadn't relayed that message to him. --The first night I called in-room dining because I had a question about the menu. The woman said she didn't work the breakfast shift and couldn't answer a simple question. The prices for all items (e.g. orange juice, hot tea) should be put on the in-room dining card. --I really appreciated the shuttle to Walter Reed, although each staff member gave me a different version of when it left in the morning, how to get on it, etc. Also, when I filled out an online form asking about the shuttle before booking the hotel no one responded. --Having a microwave and refrigerator in the room was great. The refrigerator was not plugged in though, which I didn't realize until I put leftovers in it and realized it wasn't cold. It was also full of mold.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hi Jolene, we appreciate and take your comment very seriously… We are glad you appreciated our location and shuttle service… There is a phone in our fitness room; we also take pride in cleaning our fitness room and service or equipment at least twice per day. Our chairs in our guest rooms will be replaced with brand new chairs within the next two to three months. Thanks for mentioning our recycle program; we are very passionate about this effort which is also popular with our guests. We are accustoming to getting great feedback about the friendliness and efficiency of our staff; we will continue to push for excellence in this area. We have investigated all the areas of concern you mention and have put into progress corrective measures. Thanks for your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.