Gaylord National Resort & Convention Center

Terrible! Granted there is some kind of, sorry don’t know the exact name, adults in costume which includes lots of people dressed up as cats (yes cats) convention going on. The hotel is outrageously loud in the hall outside our room right now, but also absolute loud half naked, mayhem all over the lobby downstairs. Drunk and extremely loud, costumed people, right now, in front of our room. Perhaps if we didn’t have kids with us it could’ve been tolerable for two nights. Security supposedly was coming up over 30 mins ago, but either they didn’t come or are ineffectual. Best part- front desk said nothing they could do about it if not listening to security! We will be checking out tomorrow instead of day after as we were told there was nothing else that could be done. Terrible all around!

I have been a regular at the Gaylord National for years. As a new member my room was clean, but way off the path and nowhere near the atrium. As a Gold member I got a nice outside view. As a Titanium I have always been given an atrium view room, usually with a preferred view, though they are all good. This time I was put way in the back like I wasn't a member again. Since I was staying for multiple nights, I returned to the front desk and spoke with a different member of the desk, Antulio. Antulio was hands down the best staff member I have interacted with over dozens of nights and years of trips! He apologized for my experience and put me in a suite in the atrium. Only Gaylord Rockies has ever done that for me, and I was grateful. My experience was fantastic and on par with my expectations as a Titanium member. I enjoyed free drinks at Harbor Social, the sports and gaming bar. Dinner was normal pub grub, but even on a week night I was surrounded by the sounds of laughter and high fives as people bowled and played shuffle board and billiards. It was a great environment after a long day in DC traffic. Since COVID this property has made some wonderful improvements. The grab and go area was added a year or two ago and is phenominal. The confectionary was new to me on this trip. I can't wait to take my daughters! The location is away from the national mall and most attractions without public transportation, but the area is clean, safe, and low stress compared to most of the beltway. My suite was huge. I was very impressed by the layout, furnishings, and cleanliness. I could have spent a month in the space without feeling normal hotel cabin fever. I am grateful for my upgrade from Antulio, but more grateful about his attitude and helpfulness. Even if he didn't give me a suite , I would still be thrilled to see him the next time I check in...which will be soon I'm sure! Thanks, Antulio!!!

We booked this hotel because of the Cheer Comp being held at the Gaylord over the weekend. Our family likes to spread out, so we booked 2 rooms. Absolutely horrible experience from the moment we pulled up until the moment we left. Took a very long time to check in and no one - nor were there signs telling my husband who circled the hotel for almost an hour where to park. When we finally parked, it is VERY far from the hotel room. Carts are only if you pay for a bell hop. No one told us you needed a key to use the elevator, so we looked stupid the first time we rode it. I inquired with the concierge as to where to find the cheer comp and no one knew, nor would they find anyone that could tell us. Our credit card had a lot of money on hold - way more than just a one night stay. We were given vouchers for free hot chocolate, but the place took the vouchers and then said "oh well" when they were out of the hot chocolate. There was also no plans for more to come. TVs in both rooms did NOT work. Was told it was the wind. We were outside - there was NO wind. Could not order room service, was told they shut it down because too many people were using it. An event that happens yearly should not be a surprise to the staff. Our rooms did not have any soap. Staff at the front desk was very rude. We paid over $1000 for our stay and I would have preferred to stay in the Hampton across the street. We complained in person about the problems and were just given a voucher for hot chocolate that doesn't exist. I submitted a complaint to management when I got home and heard nothing back. The worst customer service I have ever seen.

Horrible experience. My husband and I sat down to enjoy the light show at the lobby restaurant. It was dark and when he pulled his chair up to the table, it ripped a large hole in his suit pants. There was a large screw sticking out of the chair. Several staff members came over when we alerted them to the situation. They spent time documenting and apologizing, however this ruined our eating experience, and by the time they were done, the light show was over. We were assured that the hotel would compensate us due to their chair damaging his clothing. However, when someone from corporate Marriott reached out, they demanded receipts and wanted to give depreciated value for the pants alone despite the fact that we now have to replace an entire suit with jacket and bottoms. The amount they offered will not even cover 15% to replace his suit.