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“Keys to wrong room, deception & lack of enforcement on room guarantee” 1 of 5 bubbles
Review of Hilton Garden Inn Reagan National Airport Hotel

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Hilton Garden Inn Reagan National Airport Hotel
Ranked #37 of 50 Hotels in Arlington
NJ
Level Contributor
13 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
“Keys to wrong room, deception & lack of enforcement on room guarantee”
1 of 5 bubbles Reviewed November 21, 2013

Issue #1. HOTEL GAVE US KEYS TO A ROOM WHERE SOMEONE ELSE WAS SLEEPING. Close to midnight on a Friday in October, we checked into the Radisson Hotel Reagan National Airport for a multi day, prepaid stay. When we arrived in our room, we found that our key didn't open our door. We had the key reswiped, and the same thing happened. Eventually security accompanied us to the room, opened the door using a master key, and woke up the individual(s) to whom the room had already been assigned. Front desk person blamed this incidence on a "computer glitch".

Issue #2. HOTEL ATTEMPTED TO DISREGARD THEIR ROOM GUARANTEE FOR A PREPAID STAY. We were then offered a different room for 1 night with no guarantee for additional nights. The hotel was booked. Mind you, we had paid in advanced for multiple nights with a "hotel guarantee" that our room would be available for the entire duration.

Issue #3. HOTEL DECEPTION ABOUT NEARBY COMP HOTEL. We escalated the issue by asking to speak to the on-call manager; she had separate conversations with us and the front desk personnel. We were told that the hotel would arrange a multi day stay for us at a nearby Hilton. We were given some paperwork. The print read that the hotel would pay for tonight's stay at the comp hotel and then "call the hotel tomorrow". Finding this language to be unclear, we called the comp hotel directly. It turns out that the comp hotel had no available rooms for tomorrow. This was confirmed by the front desk personnel.

Issue #4. RESOLUTION CONTRADICTED ORIGINAL STATEMENT OF NO ROOM AVAILABILITY. We pointed out this deception to the front desk manager. Suddenly, a room for both nights became available at the Radisson. We were given free breakfast vouchers. This whole issue took hours to resolve; We finally went to our room around 3 am. We were told that a manager would call us the next day as a cell phone number had been provided. No one ever did.

Room Tip: The hotel overbooks and doesn't place much emphasis on honoring their room guarantees. Ask abou...
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  • Stayed October 2013, traveled with friends
    • 1 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
2 Thank marthasunny
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
CarlsonRezidor, Online Customer Support at Hilton Garden Inn Reagan National Airport Hotel, responded to this review, November 25, 2013
We apologize for the problems you encountered regarding the poor service you received from our hotel staff, and the confusion with your reservation. We would like to investigate this further, please contact Corporate Customer Care at 1-800-967-9182 at your earliest convenience.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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996 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (149)
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English first
Iowa
1 review
5 of 5 bubbles Reviewed November 20, 2013

My boyfriend and I spent three nights at this hotel last weekend for the Marine ball and it was at a great location and the people were very friendly. Our room was very nice and our housekeeper was great. It was also a great price. My only complaint would be the restaurant at the hotel. We ate breakfast one morning and we both got sick. My boyfriend filled out a survey and let them know and today he received a very nice email apologizing for the inconvenience and we received a refund for the meal. That shocked both of us and made us both very happy. The fact that we got a personal email shows that this hotel cares about their guests. We are both very pleased and we will definitely be coming back to stay at this hotel in the future!

  • Stayed November 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank LaylaClaire
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dubai, United Arab Emirates
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed November 17, 2013

We were international travelers into Washington to attend business near crystal City. This hotel was close to my place of business so we booked this hotel.
For international travelers this is $ 65 ride (one-way) from international airport(Dulles) only opt for this place if you have a business reason to be near Crystal City/ Arlington.

The staff was friendly but somehow look tired, the bedding inside the room makes you feel you are in a motel! Restaurant food as cold as it could get, and I could go on... This property is tired for whatever reason and this gets passed on to the guests!

Concierge staff ( Fisseha) was highly helpful and friendly and the only saving grace of this hotel.

I am surprised that Hampton Inn ( in the same compound, same owner) was recommended by my colleagues who were with me for the business. You may want to try this.

Moral- Never go by the brand name alone,

Room Tip: It doesn't matter!
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  • Stayed November 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank pprasanthnair80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Schuylkill Haven, Pennsylvania
Level Contributor
230 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
4 of 5 bubbles Reviewed November 12, 2013

Very convenient location to the metro and airport. Our room was nice and clean, but some amenities were either not provided or did not work. There was no hair dryer, but my wife always brings one along just in case. One of the controllers for the sleep number beds needed a new battery. The front desk staff is friendly and courteous. The lobby area is bright, spotless, and inviting. Access to self parking is easy and convenient. We would definitely stay here again.

  • Stayed November 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank gary r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Honolulu
Level Contributor
72 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 37 helpful votes
4 of 5 bubbles Reviewed November 11, 2013

We were exhausted a super home away from home

Clean

all staff kind and polite -- our 2nd visit we will be back
Arrived tired burnt out the man at the front desk made us feel at home

The Get things done attitude of Nagash (front desk) + others

The old travel industry had an expression: “Orchid and / or Onion letters to the boss ….this is an “orchid” to a nice hotel - well run

- we will be back aloha
It is always a pleasure in any walk of life or endeavor to see professionalism demonstrated. All mentioned are “professional" e ....
It is always a pleasure in any walk of life or endeavor to see professionalism demonstrated. People say America is getting soft in mind and body.

Room Tip: Call ahead
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  • Stayed November 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
Thank ptb2929
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delray Beach, Florida
Level Contributor
49 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
4 of 5 bubbles Reviewed November 11, 2013

I just spent a three day stay in this hotel and was surprised at the service offered.
The hotel seemed clean, has a nice-looking restaurant (although I can not vouch for the food) and the location is ideal for access to the airport and/or Washington, DC by means of a shuttle or subway close by, respectively.
But: during the evenings I would stay up late with my family and I would request not to be disturbed during the mornings (by hanging the tag outside the door). My room was respected and no one knocked or attempted to open its door for servicing, but the slamming of the doors on the next rooms (both sides and across the hall) by the cleaning staff did not comply with my request of "Do Not Disturb".
Also, every day there were less towels in the room. Apparently the staff did not replace the ones used. At the end of the third day, on my return that afternoon, only one large and one medium towel was available in the bathroom.
The A/C in the room was noisy; a bit annoying.
The main attraction to this hotel was its price. On this holiday weekend I was able to book for just $79.00/night, when all other hotels in the same area were $189.00-400.00
I would return to this hotel, if the same rates applied.

Room Tip: Staff slams doors when cleaning rooms. Not a place to sleep late.
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  • Stayed November 2013, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
Thank bdkmd8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Madison, Wisconsin
Level Contributor
49 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
3 of 5 bubbles Reviewed November 1, 2013

Location close to Metro, good price on room. The hotel service directory says you can ask for a late checkout, as late as 6 pm. I asked. The best they could do was 1pm. The room was fairly standard – big and pretty comfortable. The hotel is about 2 – 3 blocks from the Crystal City metro station, and I paid a comparatively decent price for the room. The bathroom was reasonable and clean, but the shower never got more than lukewarm, regardless of how high I turned the water heat. It wasn’t a water heater issue – the sink water got plenty hot. Overall, my complaints are minor, and the price of the room was decent, and it was a comfortable room with decent access to nearby restaurants and the Metro.

  • Stayed October 2013, traveled solo
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank TBT2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Reagan National Airport Hotel

Property: Hilton Garden Inn Reagan National Airport Hotel
Address: 2020 Jefferson Davis Hwy, Arlington, VA 22202 (Formerly Radisson Hotel Reagan National Airport)
Location: United States > Virginia > Arlington
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#29 Family Hotel in Arlington
#32 Business Hotel in Arlington
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Hilton Garden Inn Reagan National Airport Hotel 3.5*
Number of rooms: 251
Reservation Options:
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Also Known As:
Radisson Reagan National Airport
Radisson Hotel Arlington
Radisson Arlington
Arlington Radisson

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