I am a working mom so vacation time with my children is a big deal and I do a lot of research before I travel. This vacation we decided it would be Washington DC and I spent two weeks researching what city to stay and which hotel. It seemed like most reviewers suggested that for families it was a good idea to stay in a neighboring city so we chose McLean/Tysons Corner. I searched a multitude of hotels and finally decided on the HILTON. The reviews were excellent and the name HILTON is synonymous with hotels.
Let me explain something-this was a family vacation. That meant shorts, t-shirts, and sandals. I left the business attire at home. This was a few days to relax and just hang out with my three teenagers, my sister and her family.
The hotel is beautiful. The lobby was impressive. The rooms were well appointed and for the most part clean. There were a few minor housekeeping items such as stray hairs on the bed and dust in spots that should have been clean. All in all what seemed like a very nice hotel.
Well, remember what your mother used to tell you-looks can be deceiving.....she was right. The first night my sister and I went to the lounge to have a kick off the vacation cocktail. Her husband and the kids had hit the swimming pool and we wanted to have a short girls moment to relax before the trip into the DC the next day. There were not a lot of people in the lounge but those that were there seemed to be part of a conference that was happening at the hotel. The waitress seemed not to acknowledge us but greeted the guests in business attire and took their orders. She eventually made her way over to us and took our order-no pleasantries, just the facts so to speak. We had our cocktail and left the lounge. I figured it was just an off night and thought nothing more about it.
The next day after our day in DC my sister and her family turned in early. I decided to head down to the lounge with my children to have some appetizers and the kids were dying to try the NoJitoes (non alcoholic mojito). I figured we could relax and have some snacks and just spend time talking. When we arrived we were the only individuals sitting in the couch area. We sat...and sat....and sat. Noone acknowledged that we were even there. There were at least three people behind the bar and a server on the floor. About 10 minutes after we had been there a group of about 6 businessmen walked in and sat across from us and guess what....the server couldn't get to their table fast enough. We waited another 5 minutes and by that time I had enough. I sent my kids to the room and I stopped at the front desk. I explained to them that it was sad that there seemed to be such a class division at their hotel. She apologized and stated that she would let a manager know-I never heard from anyone. We were at the hotel for another 2 days and I heard nothing. Now, this may seem petty on my part but I worked as a bartender and waitress for 2 years and I treated all of my customers the same. I now work as an AVP at a prestigious lending institution, that night I was just dressed like an average mom out with her kids trying to have some fun on vacation. I guess my money doesn't spend as well as theirs did. I was raised by a single mom who supported us by working as a waitress. These individuals should be ashamed of themselves. The HILTON did not epitomize customer service and they have lost a customer because of it.
If you are looking to get a good nights sleep do not get a room with an atrium view as the folks in...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 24, 2013
Thank you for taking the time to tell us about your experience at Hilton McLean. I greatly appreciate your feedback and I take all guest comments very seriously. I have sent you a private message in order to speak more about your stay at Hilton McLean. I apologize for the service challenges that were experienced and I will personally follow up on this myself. Thank you and we look forward to hearing from you soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.