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September 2024 by Sid Sinder
We booked a room for 5months out for a convention. When we came across a better option two days after booking and tried to cancel, they said we would have to pay the full amount for the cancellation because it was an event weekend. It took a long phone conversation with poor customer service and attitude from the employer to cancel. I do not recommend anyone to try and do business with this disrespectful company.
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September 2024 by Erin Martin
I am in town for a conference at Gaylord National Resort & Conference Center. The price at the Westin was much better, and I love a good Marriott, so I had high hopes. Unfortunately, it's not lived up to my expectations. First, I'll say that the staff are great. They've been friendly and as helpful as possible. The rest of my experience hasn't been great. My rating is probably generous, my husband gave it 1 star.
The Wi-Fi in my room just barely works - it keeps kicking me off. I asked about it, and they said they'd reset the router. It's unclear if they tried resetting it, but if they did - it didn't work. I've had to find other places to find Wi-Fi for work for the past few days.
The lobby has a very strong smell like they're blasting fabreze into the space.
The carpet in the hallways is stained and has waves in it, to the point that I've tripped on bumps it creates.
The room is okay, but the duvet has a big stain on it, ended up just removing it from the bed.
The door has a bumper sticker on it for some reason? And someone has shoved a bunch of crap into the eye hole on the door, so I can't see out. Our room is also right next to where the housekeeping staff must store things. I'm sure they're lovely people, but the doors/walls are thin and I can hear their entire conversation as if they are in my room starting at 7:30am. You really have to push/pull it to make sure it's fully closed or it won't lock.
It's clear this hotel needs a little love. Some deep For the price, and based on my experience at other Marriott hotels, I expected better. I wish I had just coughed up the extra money to stay somewhere else.
Rooms: The Wi-Fi in my room just barely works - it keeps kicking me off. I asked about it, and they said they'd reset the router. It's unclear if they tried resetting it, but if they did - it didn't work. I've had to find other places to find Wi-Fi for work for the past few days.
The lobby has a very strong smell like they're blasting fabreze into the space.
The carpet in the hallways is stained and has waves in it, to the point that I've tripped on bumps it creates.
The room is okay, but the duvet has a big stain on it, ended up just removing it from the bed.
The door has a bumper sticker on it for some reason? And someone has shoved a bunch of crap into the eye hole on the door, so I can't see out. Our room is also right next to where the housekeeping staff must store things. I'm sure they're lovely people, but the doors/walls are thin and I can hear their entire conversation as if they are in my room starting at 7:30am. You really have to push/pull it to make sure it's fully closed or it won't lock.
Nearby activities: Cute area,several bars and restaurants, the Ferris wheel was cute.
Safety: Feels very safe
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September 2024 by Yasser Ghamlouch
Let me start by saying that this hotel has no sense of good customer service. I booked a 2 night stay there for a wedding that me and my wife were going to attend. Due to personal reasons we were unable to fly in on the first night, so we contacted the hotel and asked if we can shorten our stay to 1 night instead of 2. Even though I do understand that the booking was non-refundable, we are not cancelling, we are simply asking to reduce the amount of our stay but the hotel management would not budge...they wouldn't even give us credit for that one night or even offer to charge us a cancellation fee out of courtesy. This definitely does not meet up to the Marriott standard I'm used to.
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August 2024 by Nicholas Marshall
Excellent bed, I usually don't sleep very well on hotel beds, this one was excellent.
The room was reasonably quiet, didn't hear the neighbors.
However the room had only one nightstand, and terrible lighting for video conferencing. The room is dark without sunlight.
Lastly the bathroom fittings are all reversed.
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August 2024 by R W
The first room offered was damp, humid and smelled of mildew, the carpet, sheets and pillows were all moist and the room was not cleaned adequately.
The sheets, pillowcases and ironing boars all had rips and holes in them. They were clean, but old. The mattress pad had yellow stains and the brown top blankets all had pilling.
In the hallways, the carpets were uneven and rippling creating a tripping hazard and the wall sconces are mostly cracked and stained.
The quality has gone downhill.
We were promptly moved to another room on another floor which was slightly better. The customer service was top notch.
This is my 4th time staying here. I loved the waterfront view and the proximity to shopping. Sadly, I probably will not be returning unless they make improvements to the rooms. I fear there may be mold and mildew brewing in the hotel.
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August 2024 by Fred Sutton
Rooms: Room was nice for the price
Walkability: If you like a downtown, eclectic vibe this is the place for you. Most restaurants and shops are within walking distance from the Westin
Noteworthy details: Valet parking offered by The Westin was over $50 per day, parking garages nearby are $24 a day. Nearby like a 2 minute walk at most
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August 2024 by Jeanne Zee
Beautiful hotel. Rooms are very clean & beds & pillow so comfortable. Location was amazing. Would definitely stay here again
Rooms: Spacious & clean
Nearby activities: Right at the center of the National Harbor & Capitol Wheel
Safety: Everyone is friendly & the places are very well lit
Walkability: Sidewalks are so clean & you can walk around to see so many shops & restaurants
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August 2024 by ok ok
I am writing to publicly address the appalling and deeply disappointing experience my party and I endured at The Westin Washington National Harbor from July, 2024. The series of events that unfolded during our stay revealed a staggering level of incompetence and unprofessionalism that warrants immediate attention and action.
Upon checking in, we were greeted with a dirty room, a fundamental oversight that set the tone for our entire stay. We had to request a room change, which should never be necessary at a hotel of your supposed caliber.
The most egregious issue we encountered was being double charged for our stay, resulting in thousands of dollars being erroneously taken from our accounts. The reception staff displayed an astonishing lack of professionalism, laughing amongst themselves and not paying attention to their duties. When we brought this serious financial error to their attention, they showed no remorse and offered no assistance.
When we demanded to speak to a manager, we were told that no manager was available until the next day. The following day, the manager we spoke with was utterly dismissive, claiming there was nothing they could do and that the money would be refunded "someday." This vague and unhelpful response left us financially strained and ruined the start of our holiday.
Adding to the insult, the receptionist failed to provide essential information about breakfast and necessary coupons. Upon checking out, we discovered an additional $2,600 had been charged to our accounts. When we confronted the receptionist, they were dismissive and even snorted at us. The second manager we spoke to falsely claimed they did not have our card information and offered no real solution. This blatant lie and lack of accountability were infuriating and humiliating.
Furthermore, the hotel restaurant was perpetually overcrowded due to overbooking, making it impossible to have a calm breakfast. Despite prepaying, we often found no available tables, further adding to our frustration.
This experience was the worst we have ever had in our extensive travels. The level of unprofessionalism, incompetence, and outright disrespect we encountered is completely unacceptable.
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August 2024 by Gertrūda Dagytė
I recently stayed at The Westin Washington National Harbor from July 7, 2024, and I am infuriated by the appalling experience we endured. THE SHEER INCOMPETENCE AND BLATANT UNPROFESSIONALISM OF THE STAFF WERE ASTONISHING AND COMPLETELY UNACCEPTABLE.
First and foremost, we were double charged for our stay, costing us thousands of dollars. The reception staff were not only inattentive but also blatantly disrespectful, laughing amongst themselves and failing to address the issue with any seriousness. When we requested to speak to a manager, we were told none were available until the next day. When we finally spoke with a manager, their response was utterly useless, claiming the money would be refunded "someday." This vague and dismissive answer ruined the start of our holiday and left us financially strained.
The receptionist further added to our frustration by failing to provide essential information about breakfast and necessary coupons. To add insult to injury, upon checking out, we found an additional $2,600 charged to our accounts. The receptionist was dismissive and even had the audacity to snort at us. The second manager we spoke to falsely claimed they didn’t have our card information and offered no real solution. This was not only infuriating but also deeply humiliating.
Moreover, when we checked in, we were given a dirty room and had to request a change. The hotel restaurant was perpetually overcrowded, making it impossible to have a calm breakfast. Despite prepaying, we often found no available tables, adding to our overall frustration.
THIS WAS, WITHOUT A DOUBT, THE WORST EXPERIENCE WE HAVE EVER HAD IN OUR EXTENSIVE TRAVELS.
Rooms: Not clean.
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August 2024 by urte dagy
The service is pretty much nonexistent- the staff doesn’t even take your problems seriously, laugh at your face while you’re trying to get help. They triple charged us and didn’t even care to act as if it was a serious mistake on their end.
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August 2024 by Adventureshorts X
When I booked my room reservation over a month ago I requested a room on the top floor due to sleep disorder I have. My request was confirmed by the person on the phone. When I checked in that request was not honored and I was given a room on the second floor on the street side. Also there was a dirty towel with food or make up residue on it on the desk in my room.
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August 2024 by Paul “Fatboy202” Tramontano
Wow after traveling for the last few weeks it was really the best experience I’ve had in a long time. Ms Alexis was extremely professional and knowledgeable. We we are grateful as we arrived a tad earlier than expected and we were able to check in with no problems. Thank you for being a great plus for Marriott. People like Ms Alexis is why I’m loyal to the bonvoy brand
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August 2024 by Lisa Marcia
Came for business. Walk-ability is good for National Harbor and Starbucks is right next door. Outside of those things, I do not recommend this hotel. It should not have a 4- star rating. Your internet will suck here.
Upon arrival, we were booked with a group and we asked for a waterfront room across the hall. We were told it would be $40 more per night. We had multiple colleagues booked under the same room group and they were given waterfront rooms with no charge. We opted not to pay the $40 but were frustrated that being a member and a business bringing clients here that there was a disparity of rooms. The concierge was courteous on check in but that was about it. We asked for a bandaid since I’d forgotten to bring a first aid kit and they told us “sorry, we’re fresh out of those.” We walked to CVS for some.
Room service. Ordered a salad and flatbread. Flatbread was cold. Salad came with no dressing so I had to call for that too which took 20 minutes for them to bring up warm dressing. Warm.
In the middle of the night the fire alarm (in our room) went off multiple times. The phone in our room would not charge so we had to use our cell phones to call the front desk, go through all the prompts, to ask them to shut off the fire alarm in our room. No apologies.
Our shower leaked horribly. Definitely dangerous on the marble flooring no matter how many towels we put down. There was corrosion on the faucet head. Carpets in the hallways were a hazard. They are torn, lifting, and wrinkled so you trip if your shoes hit it wrong. Housekeeping was good.
Our last night here, we returned from dinner to find a line to the elevators from a bus load of students that had dropped off to check into the hotel. 50+ people. We asked if there were stairs that we could take - we didn’t mind the walk up - which the concierge said sorry they weren’t available unless someone from inside the stairwell opened the door for us. How? How are stairs in a hotel not available?
Many of these complaints would seem that I’m an impatient traveler. Having stayed at two - five star hotels, this one ranks very low on the Westin level of service and expectation. Having stayed at many Westins in the past for business and vacation this is one I do not recommend. Since we were here for business we had limited time to deal with complaints and just noted not to book here next time.
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August 2024 by Kimberly Liptrot
Nearby activities: Casino, outlets, hotels and restaurants Harbor views
Walkability: The National harbor has a lot of fun activities shopping and eateries.
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August 2024 by CarolinaGirl Angelos
The Westin customer service is an absolute 10! They were amazing.
