Brittney F.
Yelp
We arrived near midnight on a Sunday. As we walked in and approached the foyer area, I walked towards the counter and before reaching, the woman (no name tag or introducing herself) barked that I needed to wait while they change shifts. I stopped in my tracks, a bit surprised at her attitude, and my 60+ year old mother said she was going to go sit down. No welcome greeting or even a hello from the attendant. I stood in the same spot, and was rudely told to get out my credit card and ID. I did, placed them on the counter, and stood there waiting. Eventually she grabbed my ID, not saying a word. I stood for an additional 5 minutes, approaching 10 mins in total, without any communication from the front desk attendant. She then told me to wait in the "living room" because the system wasn't working. I joined my mother and waited another 5 minutes, the attendant eventually walked over with my card, ID, and room keys. She said there was water and coffee in our room. She never told me she charged my card nor the amount.
Once in our room, we noticed drinking glasses missing, toiletries missing, no water or coffee, pin needles on floor, & glass nightstand was shattered. I left to get water as my mother called the front desk about the broken glass. I went back to lobby to ask where water or a vending machine was located and was simply handed two waters. Again, no communication from the nameless attendant. I went to my room for the ice bin. Unable to locate an ice machine, I returned to the lobby. She told me to go to the 7th floor & said the ice machine as located in a room labeled "Heart of House." When I got there, it was a dirty utility room to an elevator. We were told we'd be switched to a new room & keys were being delivered, 10 minutes later still no keys. We decided to leave after 15 minutes, she laughed as we said we were checking out with a sarcastic "ok." When I said the room was dirty, the response was the same, a sarcastic "ok."
I've always hesitated to stay with Kimpton hotels; there are many available for business travel options here in DC, but after this experience, I will continue to avoid them. I've reached out to the corporate office as this establishment had not responded for several days. Our dirty room was $177 with a promotional rate, and we found a three star hotel nearby to relocate to. From the moment we got to the valet, the atmosphere was far more welcoming and courteous. Complimentary refreshments, a valet assisted without bags at 1 am, and the front desk attendant provided menus for delivery options after overhearing our discussion about food. The Double Tree hotel saved the night with unsolicited and genuine customer service...and a very comfortable bed!