The only reason my rating is 2 stars is because the rooms are clean and the bed was wonderful.
I booked a room here a few weeks ago, and then decided I would stay 2 nights instead of one, so I called the hotel to ask how I should go about booking the second night and the lady I spoke with told me to make the reservation and call back with both so they could link them together. I did this, but when I called back another lady just said they'd take care of it when I checked in. Having dealt with this situation in the past at another hotel, I didn't want to chance having to be moved in the middle of my stay, so I asked to speak to the manager. After a comedy of errors of phone calls, lengthy holds and messages, I received a call from the Customer Service manager, Ashley Smith, who seemed geniunely committed to resolving the problem, and when I got off the phone, I felt confident that everything had been sorted. The next day, I even received a phone call from the hotel manager, Ken Peduzzi, who was also following up and expressed his apologies for the confusion. Instead of thinking my stay might turn into a nightmare, I felt like "Wow, these people really care!"
Imagine my surprise when I went to check in and was told that I had two seperate reservations so I'd have to check out and check in again the next day! I almost couldn't believe it. What made matters worse was that I had called at around 8 ams(ince I came in on a red-eye from LA) to ask if there was a chance I could check in early. I was put on hold for about 10 seconds and told "No rooms are ready, check in at 3 pm or maybe 2." Really? I suspect that she really didn't check, or I think she could have said that no rooms were ready at that time in the morning, but please call back later to check again. I didn't expect to check in at 8 am, but around 11 or 12 would have helped. So when I went to check in that evening, after being up for 52 hours straight, someone cut in front of me when I was the only person waiting at the front desk! Another employee saw this and was shocked; I was so out of it, I didn't even see how it happened, but I was still standing in line and some guy was being waited on in front of me! The other employee was also miffed and she took me right away, but it was just another bad mark for the hotel's customer service.
Now for the food: I cannot express how bad the "buffet breakfast" was, but I will do my best. The orange juice was undrinkable-it actually didn't even taste like orange juice, the flavor was so bad...never had oj like this in my life. The waffles were soggy and tasted (honestly) like cardboard! I did everything I could to choke down the one bite, so I wouldn't embarrass myself by spitting out food in front of other guests in the restaurant. Had one bite of a rubbery sausage, and that was it, I didn't even want to try the "scrambled" eggs or anything else. I couldn't have yogurt as they only had a "healthy" version with aspartame in it (yeah, real healthy.) Why couldn't they have a choice between regular yogurt and "light"? If it wasn't for the bowl of fresh fruit I ate, there would pretty much not have been anything good at the buffet; making breakfast items which taste good isn't difficult, why was almost nothing edible at this place? It was such a lovely room too.
I discovered that the phone is "mislabeled" as when I called the customer service number (button) no one answered, twice. Which again, I'm thinking "great service!" I pressed another button (I had a wifi question) and a person answered, but he said it was room service (was not the button for room service, mind you) and put me through to the front desk. Good grief!
Since my son attends Georgetown, I will be back in the area several times in the next few years, and I would have loved to stay at this hotel again because I adored the bed and the room was really nice, but with the sort of customer service that I received (and I see its not just me) and the food being so bad, I just can't do it.
To Ashley and Ken: I appreciate you trying to make amends before I arrived, and I truly believe you do want to make sure guests are satisfied, but your staff is killing your efforts.
- Official Description (provided by the hotel):
- Enjoy familiar comforts and a warm welcome at the Sheraton National Hotel. With the Reagan National Airport, Metro Rail Station, downtown Washington D.C., and the Pentagon all just minutes away. ... more less
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- Also Known As:
- Sheraton Arlington
- Arlington Sheraton