I travel often and like to stay at the Hilton properties. What a big mistake this trip was. First, I must say the property itself is a nice property but its service was horrible. With the hotel being in the city it does not offer parking, valet parking charges $22.00 per night. So be prepared. The morning of my first stay, I go to take a shower and there was HAIR in the shower. UUUGGGHHH! I have to clean the bathroom before going to my conference. the creamers left in the room were spoiled. What a great start to my stay. In mentioning this to the front desk when I returned and showed her pictures of the bathroom, she offered to buy me dinner. Day 2 - I go to make my bed ad noticed there were blood stains on the bottom of my sheets, YUCK. So this means the maid did not clean my room. I am furious, I call the valet to bring my car around; while I was waiting, I planned to speak to the from desk. No one is answering the phone at the valet desk. So I couldnt leave the hotel if I wanted to. Finally after calling the valet a few times I called the front desk, the guy covering the desk had to get my car. I waiting a few minutes before I went downstairs, when I get there no one was covering the the front desk and now I'm waiting for my car to be brought to me. Now I'm late for my conference. I call the genreal manager from my conference to complain about this visit.He gives me a song and dance about being upset with the service that was provided and would make a comp for one night. Upon my return to the hotel after my seminar he would make certain fresh towels and sheets would be brought to my room. Upon my return, I stop at the front desk to let them know I returned to the hotel and spoke with the GM of the hotel. The night manager was not aware of anything and would send someone to my room immediately. this was 6p. at 7:15pm I called to the front desk to find out what was going on, they said they were on the way. I finally got tired of getting the run around and told the manager I was calling Hilton Honors, while on the phone with the rep from Hilton, the maid comes to my room with towels but no sheets. the agent hears the conversation and was not happy, she decided to get a supervisor on the phone. I repeat my experience, the front desk calls and said they were on their way, they did not show up, the supervisor calls, they tell her they were on the way to the room. she stayed on the phone, they did not show, it is now 7 40pm, she had to the hotel to find out what was going on. They finally bring the fresh sheets by 7:45. I tell Hilton that I am not paying for the stay because this has been a nightmare.
So if you need to stay in the Bethesda area, the Marriott Pooks Hill is a great property.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Psemale, it is our goal to deliver quality service to all our guests. We understand that blunders sometimes happen, and when they do we rush to correct the issue in order to turn a nightmare into a WOW experience! When you 1st reported the bathroom issue you gave our staff no opportunity to come into your room to fix the problem, you were also offered an immediate room change which you refused. For three consecutive days you had your DND sign on the door and you insisted that that no one was allowed into your room until you check out. This is quite unusual for us not being able to service a room or correct the issues you mentioned. My Front Office Manager offered you dinner even without being allowed in the room, the next day I offered you additional compensation which you accepted. Overall, we wish we could have made you a happier customer before you left the building.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.