My family (me, my wife, 1 year old son) stayed for a one night getaway the weekend before Christmas to check out the Christmas decorations and also to check out the new Children's Museum down the street.
First of all, we knew it would be pretty crazy at the hotel, seeing how we probably went on the busiest single weekend out of the entire calendar year. With that being said, things were actually well managed by the hotel staff. Check-in was busy but painless, food was a bit over priced but good overall, decorations were amazing, room was clean, and staff was kind.
If everything went like how it did for most of our stay, this review would have gotten 5/5 easily. The reason why I had to give it 3 was because of one employee who was not only rude but unreasonable.
So, we had completed our stay and enjoyed everything about the hotel. I self-parked my car so we all walked to the garage, loaded up, and was about the leave the premises. When I had received my final bill under my door the morning of our check out, it clearly states that the $22 self-parking fee was INCLUDED and charged to my credit card. All fine and good. As we were leaving the gates, the parking attendant asked that we pay. I told him the parking bill was included in our bill. He said there was no such thing. I showed him my hotel receipt and pointed out exactly where it says "self-parking fee: $22." He said that is not correct and that we had to pay "or you can't get out of the property." Threat? You betcha. Mad, but seeing how I was holding up the line for other people and I had another place to get to with my family, I handed him my credit card. Before I could even give it to him he says, "cash only." What if I didn't have cash? Would he have let me go?? Lucky for him, I did. He snatched the cash and opened the gate. We left half confused, half mad. I didn't even get a receipt.
Few days later, I received an email asking me to review my stay from Gaylord directly. I gave them a scathing remark about this. And few days after that, I received a call from one of the Gaylord directors (with a British accent) profusely apologizing and told me that he would refund the $22 in 3-5 days. I saw on my credit card statement today that it has, indeed, been refunded.
I don't care about the $22, I'm glad I got a refund, but money's not the issue. It just goes to show you that every part/aspect of the employee matters. We had a fantastic stay and at the VERY last second as we were leaving, everything felt ruined and our view of the hotel has been tainted. The parking attendant probably knew what he was doing and asked for cash so he could pocket the cash himself (hence the no receipt). The only saving grace for this review is that the director called me personally, apologized, and refunded my parking as he promised to do.
I hope no one else got scammed like I did. Or if you did, you probably didn't even notice. I tend not to look too carefully at my final bill and I'm sure not a lot of people do and end up paying double the parking fee, not realizing it was already included in the bill.
Other than that, it's a fantastic hotel. I DO highly recommend it. It's very family friendly and the views are great. I just hope the management reads this and re-trains some of their staff (especially the parking staff) on importance of customer service so that their last impression of the hotel is not a bitter taste in their mouths.
- Also Known As:
- Gaylord National Hotel Oxon Hill
- Gaylord National Resort And Convention Center
- Gaylord National Hotel
- Gaylord National Oxon Hill
- Official Description (provided by the hotel):
- Newly opened along the banks of the Potomac, the Gaylord National Resort & Convention Center is the newest monumental addition to the national capital region. With 2,000 luxurious guest rooms, including 110 lavish suites, and 470,000 square feet of meeting, convention and exhibition space, it’s the largest combined hotel and convention center on the Eastern Seaboard. Here, guests will also enjoy four signature restaurants, a 20,000-square-foot spa, the area’s hottest ultra lounge, elegant retail shops and a magnificent waterfront promenade boasting a full-service marina and views of nearby Washington D.C. and Old Town Alexandria, Virginia. Gaylord National will be the cornerstone of the highly anticipated National Harbor project, a 300-acre waterfront destination offering world-class dining, retail and entertainment venues in Prince Georges County, MD. ... more less
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