We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Rude staff” 4 of 5 stars
Review of Gaylord National Resort & Convention Center

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 8 more sites!
Save
You added Gaylord National Resort & Convention Center to your Saves list
Gaylord National Resort & Convention Center
4.0 of 5 Hotel   |   201 Waterfront St, National Harbor, Prince George’s County, Oxon Hill, MD 20745   |  
Hotel website
  |  
Hotel deals
  |  
Hotel packages
  |  
Hotel amenities
Special Offer
Christmas on the Potomac
Ranked #4 of 8 Hotels in Oxon Hill
Iron River, Michigan
Senior Contributor
24 reviews 24 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
6 helpful votes 6 helpful votes
“Rude staff”
4 of 5 stars Reviewed July 25, 2014

I was here strictly for an event. The hotel staff catered our breakfast for the event. The staff did not direct us where to go, what to do, where to sit. Nothing was guided or presented in a way that I knew where I was going. The wait staff that were providing the breakfast buffet were UNBELIEVABLY RUDE. Considering the price that I paid to attend this event I certainly did not appreciate the rude comments, behavior, and dismissive attitude of the staff.

Room Tip: I cannot provide any tips regarding the room due to the fact that we stayed at a more economic resor...
See more room tips
  • Stayed July 2014, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a Review

2,562 reviews from our community

Traveler rating
    834
    818
    473
    251
    186
See reviews for
418
281
115
1,560
Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (793)
Date | Rating
  • Chinese (Simplified) first
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Taipei, Taiwan
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
15 helpful votes 15 helpful votes
4 of 5 stars Reviewed July 24, 2014

I stayed at this hotel with my family during Christmas, it was great, the kids loved it. The decors were lovely and the lighting was amazing.. definetly will revisit again
Rooms were very cleaned and many things to do in the hotel
Restaurants were yummy

  • Stayed December 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rick S, Director of Operational Excellence at Gaylord National Resort & Convention Center, responded to this review, August 1, 2014
Dreamy301, Thanks for visiting us all the way from Taiwan just to see our Christmas on the Potomac celebration. We are so glad that you enjoyed everything when you were with us and that you definitely plan on returning. We look forward to seeing you again. Warm Regards, Rick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cincinnati, Ohio
Senior Reviewer
10 reviews 10 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed July 23, 2014

Stayed here recently for a conference. Overall the hotel is very nice but I do take issue with them placing a hold on my credit card for the cost of the stay. Why? Because when I checked in I paid cash for the entire stay. Last I checked you don't need to worry about cash not clearing! In addition to the hold for my half of the cost of the room, they also placed a hold for my half of one day's resort fees (plus tax) and a hold for incidentals. So, though I paid $485 cash at check in, they placed $588 in holds on my credit card. I'm not sure why this happened as they also placed a hold on my roommates credit card for BOTH our halves of the room. No one at the Gaylord could explain why a hold for the room was placed for a guest who paid cash and no one could explain why my half of the room had an authorization on my credit card and my roommate's credit card. The could only say, "well it's fine because when you check out it will clear off of the card." That's not the point, how do you enjoy your stay at a resort with little to no room on your card? I spoke with 3 different staff and all said they did not know why my card had hold placed on it and none offered to move up the chain of command. It was like talking to one of those automated systems. Overall the hotel was nice but I did expect a little more when it came to correcting its own mistakes, especially since I over paid. They owed me cash back!

Room Tip: Bring comfortable shoes. Very large hotel.
See more room tips
  • Stayed July 2014, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rick S, Director of Operational Excellence at Gaylord National Resort & Convention Center, responded to this review, July 24, 2014
Poodle90, Thank you for staying with us at the Gaylord recently and glad to hear that besides for the credit card hold your stay was great. I apologize that we had put that large of a hold on your card. It sounds like the front desk agent should have applied your cash before running your card which would have only held enough money for additional incidental charges. By running your card first, it automatically authorized for room, tax and incidental charges. We will make sure we do some retraining with the team on this subject, so thank you for bringing it to our attention. We hope to see you again in the future. Warm Regards, Rick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tennessee
Senior Contributor
31 reviews 31 reviews
14 hotel reviews
Reviews in 25 cities Reviews in 25 cities
5 helpful votes 5 helpful votes
4 of 5 stars Reviewed July 23, 2014

Nice room, up to date decor, comfortable bed/pillows/sheets. Hot water and good water pressure. The place was packed. I was snowed in and grounded from leaving D.C. so had my stay extended. I have stayed at the one in Nashville and did like that one better, but this resort is very lovely too. Here on business, conference areas are terrific for large, LARGE crowds. Lights/audio worked well throughout the conference rooms as well. Food for our conferences was very good, service excellent. Check in and check out flawless/effortless.

Room Tip: A room overlooking the atrium is lovely, but a room overlooking the parking lot may be quieter.
See more room tips
  • Stayed February 2014, traveled on business
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rick S, Director of Operational Excellence at Gaylord National Resort & Convention Center, responded to this review, July 24, 2014
HollyRNTennessee, Thanks for your recent review of our hotel. It sounds like you were with us in February when the big snow storm hit and you were snowed in like many of us also were. Hopefully you get to visit again in the future and the weather is much nicer so you can also enjoy the local area. Warm Regards, Rick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
18 reviews 18 reviews
4 hotel reviews
Reviews in 14 cities Reviews in 14 cities
19 helpful votes 19 helpful votes
5 of 5 stars Reviewed July 22, 2014

I have stayed at this hotel twice. The first time was for Abbey Road on the Potomac (Beatles Festival) and the second just because we found the resort so romantic that we slipped away for 3 days. The location is convenient to great area restaurants, pubs and night life. Romantic walks along the waterfront are a must.

Do not let the size of this resort overwhelm you; the staff catered to all of our wishes, recommended great restaurants, when we did not eat at the resort, and must see sights.

Room Tip: Request a room with a balcony.
See more room tips
  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Salisbury, Maryland
Senior Contributor
24 reviews 24 reviews
6 hotel reviews
Reviews in 13 cities Reviews in 13 cities
10 helpful votes 10 helpful votes
2 of 5 stars Reviewed July 22, 2014

What a beautiful hotel and wonderful location. The shopping is terrific with a scavenger hunt for the children which kept them entertained. there is even a peeps store close by. The hotel itself is beautiful...but, that is where it ends. when I arrived by limo service, there was no bellman in sight (and it was not a busy time). my driver offered to get a kart and help me with my luggage. when we got to the door, a bellman mysteriously appeared and started yelling that I was not supposed to use the luggage kart...only bellman could. The next day, we were locked out of our room...due to a mistake in the reservation...that took almost an hour to get back into our room..all of our things were there...we were just locked out. That night, there was a party next door...when we called front desk, no one answered. we then tried concierge's desk, maid service...no one answered (and this was about eleven at night). we ended up having to go thru the 800 number for Gaylord and about 10 prompts. The hotel just needs some management help, more employees and just a tiny bit of sprucing up. what a shame to have such a wonderful facility and such lousy service.

Room Tip: try to get a room in section two and an odd room number to get a great view of the atrium and water...
See more room tips
  • Stayed June 2014, traveled with family
    • 5 of 5 stars Location
    • 3 of 5 stars Rooms
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rick S, Director of Operational Excellence at Gaylord National Resort & Convention Center, responded to this review, July 24, 2014
sophie_marie_11, I am very sorry to hear about your stay with us. There seems to be much more negative than positive that happened while you were here. I am not sure if you addressed your concerns with management at some point during your stay, but if you did not and would like to discuss them, please feel free to call me at 301-965-2109. Warm regards, Rick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Atlanta
Top Contributor
63 reviews 63 reviews
13 hotel reviews
Reviews in 25 cities Reviews in 25 cities
19 helpful votes 19 helpful votes
4 of 5 stars Reviewed July 22, 2014

I joined hubby who was attending a conference at the Gaylord National in June 2014. The hotel, inside and out, was lovely and pretty darn big. The staff, for the most part, was very accommodating. But be warned - the prices at the hotel's restaurants, bars, etc., as well as every establishment at National Harbor, are very expensive. Folks who stay here are "captive" unless they have a car as there is no access to the Metro, and this hotel and all surrounding places take full advantage of that fact. The hotel does run a shuttle to the outlet mall and there is also a ferry from the boat dock over to Alexandria at a cost of about $16 roundtrip. The hotel is fine for a conference, but I would not stay here just to vacation.

Our room, which looked out over the main entrance of the hotel, was a corner room with two windows. Phillip, in customer service, picked it out for us as we called a day before arrival to find a "good" room that was near elevators and the conference center. It might be fun to stay overlooking the atrium, but it is very noisy as many others have written. The housekeeper, Nicole, was excellent, and did her best to meet every need. The only staff member who was less than helpful was, of all people, the concierge! We stopped by the desk around 5:30 one evening to ask for some restaurant suggestions. The concierge was clearly on a personal call, and did not even acknowledge us standing there for a couple of minutes. When she finally asked what we wanted, she didn't bother to hang up the phone. Her suggestions were not helpful at all and she flatly refused to call one restaurant we asked about because she said they didn't take reservations. Imagine our surprise when we went there anyway and the restaurant manager assured us that they did, indeed, accept reservations and would have appreciated a call from the hotel!

Room Tip: Be aware that this is a large hotel. You may want to stay near elevators and/or the conference cent...
See more room tips
  • Stayed June 2014, traveled on business
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Rick S, Director of Operational Excellence at Gaylord National Resort & Convention Center, responded to this review, July 24, 2014
Zinfandelover, Thanks for the recognition of Phillip and Nicole. I'll make sure that they are acknowledged in their departments for taking excellent care of you. I also appreciate the information about the concierge and apologize about that for happening. We will address this immediately with the team so it doesn't happen to someone else in the future. We hope to see you again here at the Gaylord in the future. Warm Regards, Rick
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to Gaylord National Resort & Convention Center? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Gaylord National Resort & Convention Center

Address: 201 Waterfront St, National Harbor, Prince George’s County, Oxon Hill, MD 20745
Location: United States > Maryland > Oxon Hill
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
Ranked #4 of 8 Hotels in Oxon Hill
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Gaylord National Resort & Convention Center 4*
Number of rooms: 2000
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 
Reservation Options:
TripAdvisor is proud to partner with Marriott, Expedia, Orbitz, Travelocity, Hotels.com, Priceline, Odigeo, TripOnline SA, Booking.com and Tingo so you can book your Gaylord National Resort & Convention Center reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Gaylord National Resort And Convention Center
Gaylord National Hotel Oxon Hill
Gaylord National Oxon Hill

Owners: What's your side of the story?

If you own or manage Gaylord National Resort & Convention Center, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.