Hilton Garden Inn Alexandria Old Town National Harbor — Hotel in Alexandria

I'm a Hilton Diamond member, + have stayed at this hotel several times. Before, I've always been impressed with the professionalism, courtesy, and knowledge of their experienced employees, esp Terrell, who seems to genuinely enjoy providing a wonderful stay for guests and who even proactively tries to head off any potential problems (which is rare). However, on my most recent stay, I was just as unimpressed by 2 of the new staff. On a 4-day stay I had decided to extend for a day. I checked the rate, talked to front desk Lisa around 9am, told her I would like to extend, asked her to run my card for another day. Lisa said that she had extended me for 1 day and I was all set until tmmrw. I had been up at 4am that morning, and needed to be up late as well, sodecided to take a nap. At 11:55am(regular checkout is noon), I was woken up by a call from Nicole the new front desk person, telling me that 'there was a problem with my card' for the extra day and I needed to IMMEDIATELY provide another method of payment. When I told her Lisa had said I was all set until tmmrw, Nicole told me in no uncertain terms that what Lisa had told me wasn't true, but 'would be nice' and give me a late checkout for 2pm so I could 'figure it out'. Apparently what Nicole told me wasn't true either, because at 12:04 the new General Mgr Johnathan Alderson was pounding on my door telling me that I had 10 minutes to be out of the room or he was going to call the police ? As I was indisposed I talked to him through the door(he refused to talk over the phone instead) and he agreed that since the only issue was with the extra day, he would 'give me until 2pm' to figure out alternate payment, but insisted that I had to come down and talk to him about it in person either way. I was concerned from their actions/attitude that something was seriously wrong, so I checked my cc and saw 1)Lisa had not in fact charged my card that morning as she had indicated(even though there was more than enough to cover the extra day), and 2) that there had been several extra, unauthorized holds placed on my card (by Nicole) just before Nicole had called me. I got dressed and went down to the front desk to speak to Mr. Alderson. He printed out the transaction sheet, and we went through it together. Neither Nicole nor Mr. Alderson was able to read their own transaction sheet without my help, because it showed that, even though the full amount was available on my card, Nicole had charged several varying (and unauthorized) amounts on it, and then attempted to charge me for an extra day on top of those amounts..which was why it 'wasn't going through'..lol? The difference between the varying amounts (which the hotel already had holds for) charged and the cost of the extra day was..get this..$17.21 . So the 'emergency' that the gen mgr threatened me with the police over and demanded that I resolve IMMEDIATELY IN PERSON was for an amount less than $20..and to boot it had been available all morning on mycard. Once I pointed this out, Mr. Alderson seemed (rightfully) embarrassed. He offered to waive the $17 which had been causing this emergency for him. When I asked him to clarify, he said he'd change the rate forthe last day so w/tax the total amount would equal the total of the holds/charges they hadalready taken. So I believed(again,incorrectly) the issue had been resolved. When I went to checkout the next day, the front desk told me that their system was still showing a balance due. So, after giving me his word, Mr. Alderson hadn't bothered to actually change it in the system, nor even leave a note for the next shift. Both Nicole and Mr. Alderson seem to be lacking in multiple job skills necessary for their positions, act like their shortcomings are somehow their guests' responsibility to fix, and show an extreme lack of consideration and disrespect for others in general. Despite previous positive experiences, I cannot recommend this hotel to other travelers while these 2 occupytheir current positions, as the above seems to be their regular mode of...

I stayed here NYE's weekend. A group of friends and I were celebrating at the MGM Casino 10 minutes away. Unfortunately, the MGM and Gaylord had been sold out for months. This Hilton was available at a very affordable price of $120/night. It was very easy to find especially because there is a second one right down the street!

Upon arrival, I struggled to carry my suitcase up the flight of stairs. No ramp or attendant in sight. There was complimentary infused water in the lobby which was nice. I appreciate the effort. Check-in was easy, no problems. He said we were getting a single King room. As we entered our room, it was clear that we did NOT have a king bed, but a queen standard. Like most older hotels, the vanity, toilet and shower are all together with one door. So it's not possible for one person to use the toilet or take a shower privately while someone else uses the vanity to get ready. Also, the way the bathroom door opened, completely blocked our door in and out of the room. I believe that's a safety hazard and it was very inconvenient. It would've been significantly better if the bathroom door was sliding.

One of the first things you think about when staying in a hotel is the amazingly comfortable bed. Our bed was fine, however, the comforter was so thin. Nothing like those nice, fluffy, down comforters in your dreams. Keep in mind, this was during our first snow this winter. We adjusted the heat to make things work, but still disappointing.

The room overall was nice and sufficient for the price paid. It had a Keurig, mini fridge, flat screen TV and ample room for our belongings. The hotel is in a great location only minutes away from a Whole Foods and CVS as well as an Uber ride away from tons of shops, nail salons, bars and restaurants. I encourage you to check out the nearby bars, because this Hilton is the home of the world's saddest hotel bar. I. AM. NOT. JOKING.

The main reason I am giving this hotel one star is because of the terrible display and lack of hospitality. We were abruptly woken up around 5AM Sunday morning to an ear wrenching alarm. Confused and still half asleep, I thought it was my phone. It turned out to be one of the modules/detectors on the wall. I called down to the front desk to notify them of this annoying, migraine inducing beeping. She calmly stated it was probably a low battery in the smoke detector and that someone would be up soon to change it. So we waited groggy, dazed and still half asleep with this mind numbing alarm going off. It had already been 15 minutes with no response. My boyfriend climbed onto the bed to inspect the modules and managed to silence the alarm. It was not the smoke detector. We got back into bed and turned off the lights. Another 15 minutes later, I hear a faint noise that could be knocking. We check the door and let the employee in. At this point, I was so annoyed, I did not see which module he checked. He completed his task, apologized and left.

I am so appalled that our room was not thoroughly inspected, so that this incident could've been prevented. A 30 minute response time at 5AM and just an apology?! That's it! I couldn't believe it. I work in the hospitality industry and my mind was blown away at the complete disregard! My company would've sent a manager up to profusely apologize on the spot, offer complimentary breakfast or, at minimum, send up coffee, OJ and fruit in the morning (with another apology card). Even at check-out, I expected some kind of a discount for the inconvenience, but to no surprise, absolutely nothing.

There were many pros to this hotel, but in my opinion those are simply an industry standard. I think in any situation with individuals and companies alike, it's how you perform under pressure or unfavorable circumstances. This hotel completely missed the opportunity to step up and really shine with properly executing, not even above and beyond, but a level of common customer service. For this, I will never choose to stay at this hotel nor can I recommend it to my...

To start, the app was not working to check in. When we went in to check in at the desk, the staff was extremely rude. We were not greeted when we walked up to the desk, they just looked at me and did not speak until I asked if I was able to check in. We reserved our stay with breakfast included and we were not given the tickets, which caused an issue the next morning, or any information on breakfast hours. The staff at the front desk was of absolutely no help in letting us know where the elevators were, helping to unload bags, information about the wifi, or giving any information about the hotel or area. The gentlemen that was doing the valet was, however, very enjoyable. The room itself was clean but the thermostat would not allow us to change the temperature of the room from anything but 66 degrees, the sink in the bathroom would not drain, and all of the shampoo and body wash bottles were empty in the shower. When we went for breakfast the next morning, we were very confused about the breakfast that was included or the process of sitting down and "ordering" from waitstaff. The woman that was working, motioned us to a table. She did not greet us or speak, just pointed to a table that was not even clean. She then came to take out order and when we asked about what was included in the breakfast that came with the room, she just pointed to the menu. She was asked if everything on the menu was included and she said yes, yes, yes. To our surprise when we were finished eating she brought us a ticket to pay for the full amount of the plates. When asked about it being included, she said to write in a tip and sign. She spoke a very limited amount of English. We then went and looked at the statement for the card that she ran and it was ran for the full amount. We told her that the total charge that was authorized was only for the tip not the full amount and she pointed to the front desk. We spoke with a manager regarding the issue and she told us that we needed to speak to the manager of the waitstaff. She was helpful and told us that she would remove it. As of today, it still has not...