I chose Pendry Washington DC – The Wharf because of its reputation for luxury and exceptional hospitality. Unfortunately, my experience fell far short of those expectations from beginning to end.
Prior to my arrival, I accidentally booked one additional night through American Express Travel. Although I understood the hotel was not obligated to make an exception after the cancellation deadline, I reached out in hopes of receiving a future credit or other goodwill accommodation, especially because I recently opened a professional practice at The Wharf and anticipated becoming a frequent guest. My request was denied twice by management, which, while disappointing, was not my primary concern.
During one of those conversations, a front desk associate named AARON made a comment that was particularly disappointing. He stated, **"That's what happens when you use a third party to book a reservation."** Since my reservation was made through American Express Business Platinum Travel—a premium travel service—I found the remark dismissive and unprofessional. It left me with the impression that, because I had booked through American Express Travel rather than directly with the hotel, I should expect less consideration or service. Whether or not that was his intention, it was not the level of professionalism I expected from a luxury hotel.
I also emailed the GENERAL MANAGER PASCAL FOROTTI at pascal.forotti@pendry.com before my stay to express my concerns and provide an opportunity to address them **privately**. I never received any response.
Unfortunately, the service only declined after we arrived.
At check-in, the front desk associate, AALIYAH, never greeted us, smiled, or welcomed us to the hotel. Without making eye contact, she simply asked, "Are you checking in?" while staring at her computer screen. After completing the check-in process, she walked away without explaining where the elevators were or how to reach our room. We had to stop her and ask for directions, and her response suggested that our question was an inconvenience.
The most disappointing moment occurred when my husband and I were leaving the hotel. My husband had recently undergone surgery and was physically unable to push open the heavy front door. There were multiple employees near the entrance, including Aaliyah, who watched him struggle without offering assistance. Instead, she remarked, **"You need to push harder."** Because he physically could not, I opened the door myself. Even the employees standing outside never offered to help. At a luxury hotel, this lack of awareness, compassion, and hospitality was both surprising and unacceptable.
The guest room was equally disappointing. The room felt extremely small and dark, with plain white walls and virtually no artwork or decorative touches. Rather than feeling luxurious, it felt sparse and unfinished. Both upholstered chairs contained visible stains, the duvet had dirty smudges, the bed linens contained stains, and there was human hair on the sheets. These cleanliness issues were unacceptable for any hotel, let alone one positioned as a luxury property.
After seeing the room and experiencing the service, we decided to check out immediately rather than spend the night. We relocated to the InterContinental at The Wharf, where the difference was remarkable. We were warmly welcomed from the moment we arrived, the staff consistently provided attentive and gracious service, and the room was spacious, beautifully appointed, immaculately clean, and truly reflected the luxury experience we had originally hoped to find.
I believe prospective guests should know that luxury is defined not only by price or branding, but by service, cleanliness, professionalism, and attention to detail. Unfortunately, Pendry Washington DC – The Wharf failed in all of these areas during our visit. Equally disappointing was the complete lack of response from hotel leadership after I reached out directly before and after my stay to share my concerns and provide an opportunity to resolve them privately.
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