It's a long story for me, but in a nutshell... This hotel is poorly staffed and badly managed. The property needs a face lift and some serious air freshener. The unprofessional staff needs an attitude adjustment. I will not come back.
Now here's the long version: Our flight got delayed, so Scandinavian Airlines put my family and me in this hotel along with another 100+ passengers. I'm not sure how frequently this happens, but the hotel was clearly NOT PREPARED for us. (Just a brief background on the situation, the weather was rough in DC, so several flights had to be re-booked throughout the day. My airline in particular knew of this situation around 3 p.m. and had contacted the hotel at that time to let them know we'd be coming that night.)
The complimentary Holiday Inn airport shuttles were scarce, and we waited for more than an hour. They only fit about 15 people max. I don't know why they didn't call for more shuttles given our situation.
Only two people worked the front desk, so the lines were long. Why not bring in more staff? We didn't get checked in until 11 p.m. We asked for a NON-smoking double with two queens, and instead got a smoking room with two fulls. After seeing it, we asked to change. They made it seem as if was a burden to get the non-smoking room we had originally reserved. One was available, but she didn't want to put us on a second floor for some reason. I had to plead with her that we were only going to sleep there for five hours, all the while my mother is coughing up a storm in the lobby.
The restaurant had only three servers. Again, I was shocked they didn't call in more employees for the night. It took more than 30 minutes for the server to take our drink orders. We would have left, but it was the only place open. We didn't get our food until about 12:45 a.m. On top of all that, the waitress was complaining to us that SHE was stressed out. (Listen, I was just on a 10 hour transatlantic flight, was sent to the Baltimore airport because of the bad weather, missed my connecting flight, had to take a 1.5 hour shuttle bus to Dulles, then waited an hour and a half for another shuttle to take me to the hotel. The last thing I want is to hear about the server's problems. I just want my iced tea.)
I'm rating it two stars instead of one because it could have honestly just been a bad night for them. At the same time, I think the property suffers from poor management.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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First, please let us start by apologizing for the stress and inconvenience you experienced while traveling. Traveling across the world is never easy and when it gets complicated by delays it can be even worse. I deeply regret that you didn’t find comfort and peace of mind at our hotel.
Having said that, I want to assure you that the experience that you had at our hotel is not typical of the Holiday Inn Dulles. Unfortunately, when there are these types of unforeseen weather delays the airlines do not always notify the accommodating hotels with very much lead time, so needless to say we were not as prepared for the influx of distressed passengers as we would have like to have been.
In addition, as a result of the weather, there were many other flights that were canceled at the last minute, as well; your flight was not the only one we tried accommodate that night.
Regarding the shuttle situation, we actually had a total of 3 shuttles running continuously to the airport throughout the evening. In fact, we had to take one of our three front desk agents away from the desk to use an additional shuttle driver. That is why you only saw the two behind the desk. However, after the shuttle runs were over the shuttle drivers also helped check in guests. It was truly an ‘all-hands-on-deck’ effort.
I deeply apologize about the confusion surrounding your room request; however due to the last minute arrival of distressed passengers it is impossible for us to guarantee room types. After all, there are no reservations. Regarding the bed situation, there must have been some confusion, because we do not have any rooms on property that have two queens; we only have rooms with 2 doubles and one king. And with respect to your smoking room, none of the rooms with two beds are smoking rooms; all 6 of our smoking rooms are kings.
Regardless, again, I deeply apologize and hope you do not think that your experience is indicative our normal service. We understand that this must have been very frustrating especially in the middle of a long trip but we hope that you will give us a second chance when we are running normal service. We want to show you how much pride we take in providing an excellent experience for all our guests.
General Manager Holiday Inn Dulles
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.