Embassy Suites by Hilton Crystal City National Airport

Upon arrival to the hotel and check-in. I was told that the room I reserved was not available and was given to another guest(s) due to their party size. I booked a double bed room suite due to my party size however, I was switched to a king bed suite. I was told by the front desk that this was my original reservation, however, when I showed her my original reservation confirmation, which showed my booking of a double bed room suite, she then said that due to the other group reservations that my room was not guaranteed, even though I booked four months ago. I was never acknowledged by my status or HH member, so when I mentioned that I was a diamond member and that this was very disappointing as I am very loyal to Hilton. She said that there was nothing that she could do, but that the couch pulled out into a bed. I explained that I did not book a room to sleep on the couch, nor did anyone in my party. I booked a double bed room based on my party size. If I would’ve known this was going to happen I would’ve never booked this hotel in the first place as I have been very loyal to Hilton and I have never had this happen over my years of staying in Hilton hotels. She said that they do not check hotel room inventory prior to checking in other guests & that there was basically nothing that they could do, but they were sorry. Then she proceeded to tell me thank you for being a diamond member. Needless to say, I felt like my status and loyalty to Hilton was meaningless at that time. This would never happen at a Marriott facility and I know this because my parents are very loyal to Marriott. If I wasn’t hours away from home and basically stranded, I would’ve canceled and stayed somewhere else. I’ve never felt so unvalued as a diamond member with Hilton ever. I’ve stayed at many Embassy hotels and never have I been treated like this. Anyone loyal to Hilton, with status would know this isn’t normal. Also, this Embassy didn’t offer daily food/beverage credits, very disappointing.

The property was clean and in a good location

I had no hot water and no water pressure during my stay which put me in a very bad situation being that it was my first visit to the state and I had early plans that I had to cancel. Also, my digital key card did not work. They did multiple resets and I was still locked out every time I left my room. So I had to go back and forth from the 5th floor to the help desk several times. It was not a good experience. However, the GM, Kevin, did send me an email after my stay providing a sincere apology. He did provide an incentive in points to make up for the inconveniences.

I had a minor issue with the water temperature in my room and the hotel was quick to address it. The maintenance engineer, Yonatan, quickly responded and fixed the issue right away and was very courteous and professional. I am really pleased with my experience at this hotel!

Great experience and Alexis was absolutely amazing. The only issue is my nephew lost his phone so I am hoping to locate and pick it up tomorrow.

Our experience was great. We will recommend this hotel and will return. The location, amenities and staff are top notch. We appreciated the breakfast and happy hour staff who were thoughtful to adults and children in our group. Thanks go to Hamid.

I want to bring attention to the front desk staff - Alexis was amazing. She was very accommodating, and always friendly. Thanks Alexis! The rooms were nice, and generally clean (found trash in a night stand). However, while I realize the new shampoo, soap, lotion dispensers are the new thing, and probably, less waste---running out of shower gel and lotion is not ideal. There needs to be a better way of keeping these items full. The other part that bothered me was breakfast and happy hour. The drinks are not what they use to be. For breakfast - seeing an attendant use her gloved hands to put biscuits out one by one, and adjusting the sausage, after using the same hand to wipe of/clean the counters was not appetizing. Loved biscuits and gravy!

For the first time ever, I was very disappointed with my stay at an Embassy Suites property. I was surprised that the manager's social is now controlled to a maximum of two drinks. On top of that, very little food was offered other than chips, hummus, and some vegetables. Worse than this, there was no heating in the area where both the manager's social and the breakfast restaurant took place. We were all wearing coats, scarves, and hats. When people inquired, no one was able to explain whether there was a problem with the heating system or simply another way to save money. To top everything off, the place was so dark with minimal light. This further exacerbated a feeling of depression. I will say the bed was comfortable and the heat in the room worked well. However, I opt for the Embassy Suites chain for these fun socials and enjoyable breakfasts. I really felt my two nights here were my worst ever at a Hilton property. I was shocked no one was able to provide me with an explanation as to why there was no heat in the main area of the restaurant. My wife and I were impressed with Tayla. She did her best to answer questions and resolve our concerns even though she was primarily there to sell Hilton vacation packages. We ended up buying one from here. Hopefully, this is simply an aberration due to the extreme cold during our stay. Still, my wife and I expected a lot more.