My wife, two-year old daughter and I arrived at this hotel at around midnight on July 16th. We had flown into Washington D.C. from China and had been traveling for 23 straight hours at the point we reached the hotel. We had booked a reservation at the Old Colony Inn, we had ensured that our room was guaranteed for a late arrival and had reserved a room on the first floor because I have a disability and the hotel does not have an elevator. We had also paid in advance online. When we arrived at the hotel we were told that the hotel was overbooked and that we would have to go somewhere else. We had lots of luggage and were exhausted. So to say that I was very angry goes without saying. For the next hour the receptionist at the hotel worked find us another hotel at which we could stay. Most of the places were booked so she placed us at another Best Western about 20 minutes away in Falls Church, VA. This was a major inconvenience because we had business to do in D.C. and were now staying inconveniently far away. To her credit, the receptionist did cover our taxi charges to the new hotel. It was about 1:30 in the morning when we arrived at the hotel in Falls Church (the Best Western Falls Church Inn), the receptionist was not at the desk so we had to wait for him. At the Falls Church Inn we were told that the room that was reserved for us was on the second floor, that there was no elevator available and that there were no rooms on the first floor available. Why we were given a reservation on the second floor of a room by the lady receptionist at the Old Colony Inn I do not understand. I was standing in front of her for an hour with my cane and with 5 large suitcases. She should have known that the room wouldn't have worked for us, especially as we had requested a first floor room. We went ahead and checked in to the Falls Church Inn, as it was already so late. My wife had to take our two year old daughter up to the room and get her ready for bed. I then had to carry all of our 5 very large suitcases up two flights of stairs to get to our room. The worst part of the whole experience was that the first flight of stairs was in direct view of the reception desk, maybe 15 or 20 feet away. As I struggled to get my bags up the stairs the receptionist just stood at his desk and watched me struggle to get bag after bag up the stairs. I have a leg disability and to have the receptionist not even offer to help was unbelievable and insulting. During the process of checking in I had noticed that I had left my cane at the Old Colony Inn. While I was moving the bags towards the stairs I asked the receptionist if he could call the Old Colony Inn to ask if they could hold my cane for me, so I could pick it up the next day. He obliged, told me that they didn't have the cane (it was eventually found) and then continued to watch me carry all of my bags up two flights of stairs. I could not, and still can't, believe the lack of service provided by your hotel. I don't understand how your hotel chain, whose logo is "stay with people who care", can cancel the reservations of people who have already paid and then have a receptionist stand by and totally ignore the needs of a customer with a disability. It is insulting, rude and unbelievable that any hotel could treat someone in such a way. If I had called that day to cancel my reservation I would have been charged the full stay at the hotel. But you hypocritically hold the right the cancel a hotel reservation at any point, at the benefit to your bottom line and at a cost to your customers. I was not the only person at your hotel to be turned away that night because of this practice. I can not believe that any hotel would treat its customers this way!
- Official Description (provided by the hotel):
- Parking Cost $10 Per Night ... more less
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- Also Known As:
- Best Western Old Colony Hotel Alexandria
- Best Western Alexandria
- Alexandria Best Western