Arrived after a long flight from Europe I had 15 minute wait for the shuttle which is about the norm. Only one member of staff on the front desk so was checked in by the shuttle driver.
No recognition or points for Hilton honours gold status as I had booked through a third party web site( Amex) . Not consistent as it was recognised last Easter in Orlando at the ES lake Buena Vista .
Arrived in the suite and found no TV in the lounge area of the room . One did arrive after 4 hours after raising the issue on three occasions. Only two towels in a suite that can accommodate 5! Did ask for more but they failed to appear. There were three of us in the room.
I then went for a soak in the hot tub, but that was not working.
Evening reception was fine with staff attentive and helpful. The restaurant staff were also very welcoming. No condiments on any of the tables in the evening or morning. ES usually has Tabasco, salt, pepper and ketchup on the tables, not this one. You have to ask. Also no bakery items in the morning .
I did get a late checkout and used the shuttle to the Udvar Hazy museum which was welcome. All the staff were very friendly and helpful but it was the attention to detail that was missing. I also don't see the need to have two beautiful swans confined to a small atrium . They did not appear distressed but I feel it did not enhance my visit. It's not necessary in my opinion.
The next time I am arriving at Dulles I am afraid I will choose another hotel, sorry.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest:
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Thank you for taking the time to share feedback about your stay at the Embassy Suites Dulles Airport.
Your feedback will help us improve. We are sorry to learn that our service delivery fell below our usual standard during your visit. Please accept my sincere apology. We will continue to work hard to earn your business and to regain your trust. We know that you have many hotel options in the local area and we will never take your business for granted. You are very important to us.
Kindly let me know if I can assist with anything before or during your next visit to the area.
Have a lovely week!
Yours in Hospitality,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.