Hyatt Regency Crystal City at Reagan National Airport — Hotel in Alexandria

Out of a 5 night stay, the first 3 for business, and the last 2 personal, I had a mostly good experience. The only part that was a pretty decent inconvenience was dealing with the front desk applying a credit card authorization form from my employer. I had made two separate reservations and when I checked in I explained why they couldn't be merged. The front desk attendant acknowledged this and informed me that our credit card authorization (me and 2 coworkers) had not been received. Our employer swiftly submitted the request and emailed the woman who helped us check in. She said that after she received it, it would be applied to all 3 rooms. I checked back later the next day and not only had the authorization not been applied but they merged by reservation and applied the funds hold for the entire stay to my credit card. The woman helping me at this point located the submission for the authorization from the day before and seemed unconcerned that it had been completely overlooked. I stood for about 20 minutes as she could not figure out how to open it and she told me somebody else would do it and to check back later in the day to confirm. I came back an hour later and they confirmed there were notes in my file and my coworkers file to apply to credit authorization form. Come time to check out, all 3 of us discovered it had NOT BEEN APPLIED and they still had our personal credit card numbers for payment. I spent over 2 hours trying to fix this issue over a few days and was incredibly frustrated. I also ate lunch at the cinnabar on a Thursday during the break from my conference (at this property) and after we were sat we were practically ignored. Our server took our orders and came back 15 min later saying he lost them. We were not brought any drinks that we ordered. After resubmitting our orders we had to speak with the front after 30 more minutes of not getting food and watching the entire restaurant eat and get checks. Our waiter eventually brought our food and offered us complimentary sodas. We didn't have time to eat or drink before needing to be back. My 2 personal nights were a better experience. Our room was very clean, the toiletries were high quality, the room cooled down nicely and the gym was clean and well maintained. My second trip to Cinnabar for a Monday morning breakfast was in stark contrast to my first. The buffet was delicious and our server was attentive, gracious, and wonderful. The rides to and from the airport were easy and pleasant and the proximity to DC was perfect. The price also seemed INCREDIBLY reasonable. I am confused about how to rate because I hope management looks at their policies around their clients traveling for business as well as why my issue was overlooked multiple times by multiple employees after I took the time to address it 4 days in a row. Service first 3 days 1/5Hotel property: 5/5Service...

Let me begin by saying this property is excellent. It's truly amazing when staff "understand the assignment" of honoring loyal customers and rising above and beyond to solidify their trust and brand loyalty. Allow me to explain.

We patronize this property regularly because we have a daughter in college in this area and travel to move her in and out for school and visit on a regular basis. We always have a great stay here but the time before last there were a few "hiccups" with our visit.

I contacted the front desk to discuss my concerns and was quickly connected to the Front Office Manager, Shaheem Durham. He was very pleasant, personable and accommodating. He took care of our concerns as best he could, apologized for any inconvenience, invited us back and assured us our future visits would be as flawless as possible.

Well needless to say we returned in August 2024 for fall semester move-in and he did not disappoint. When I tell you he stepped up to the plate in a major way - I MEAN IT! I contacted the hotel upon our arrival and asked if we could check in a bit early. We were exhausted from a "red eye" flight ✈️ and I hadn't been to sleep at all. Shaheem graciously honored our request and we headed to the property.

Tasha was there to greet us at the front desk with a beautiful smile and demeanor. She welcomed us back and took care of us professionally, efficiently and ever so pleasantly. She treated us like family, which was so reassuring after a long trip from the Midwest to the East coast.

We headed upstairs to our room and were absolutely BLOWN AWAY!!!! Our space was gorgeous and immaculate. I felt like royalty. Shaheem left no stone unturned in making sure this would be our very best stay yet. I was overcome with gratitude and appreciation. EVERY. SINGLE. DETAIL. Was spot ON - do you hear me?!? This was exactly what our family needed. As some of you know, when you get the family all together with grown kids, getting through the trip successfully takes an act of God at times. Lol 😆 🤣 😂

Needless to say, we thanked Shaheem and Tasha for their AMAZING hospitality prior to departing home. We had a successful and enjoyable trip and they both had a large part in ensuring that success. We will most definitely be returning and won't stay ANYWHERE else but here. Shaheem and Tasha you are both fabulous people and wonderful at what you do. Please keep up the excellent work you're doing at this property every day. You're not only true professionals, you're touching lives on a daily basis and this family appreciates you both. Looking forward to seeing you on our next visit.

So y'all get the message. If you're in this area you better be staying here. Anywhere else and you're wasting your precious time and money and missing out on an excellent...

Our stay began with a shuttle from the airport that had a persistent high pitched tone ringing through the shuttle for the entire 10-15min ride. It sounded as if an alarm were going off for a door being open or something. I feel bad for the shuttle driver who will sustain hearing damage if this is continuous for him.

On checking in the front desk staff used our bank card and said it was approved for one room. Asked us to use the card again and said it was not approved, though it said approved on the card reader. He then had us proceed to use two other credit cards in the same manner. He said each of these only was an authorization, but not approved, though they all appeared as pending transactions on the account. He said none of these worked for him to assign us a room key and proceeded to ask for cash and then acted appalled when we asked for a receipt to document the cash we gave him Saying we would have a receipt in the morning. We thus have holds on 3 separate cards and the cash that was paid plus a $50 deposit. This is tying up a lot of funds and very difficult while traveling. He did eventually reluctantly print a receipt. He also told us we would receive $50 back for our cash deposit in the morning. The front desk staff in the morning said they did not have the key to access the cash. This staff member was empathetic, but unable to resolve our issue. He also could not explain why the authorization was sufficient the one time, but not for the others. He did assure us that these charges would not go through.

We will see how this all turns out and we better not be charged 4 TIMES OVER.

The whole process was absurd and now we have very limited funds on our small credit limits.

They also had no light fixture in the bathroom, it was an exposed bulb with lots of lint and dust collected around it. The vent in the shower was held on with masking tape. The toiletries were a mismatch of items and not full as if some traveler left them there by mistake.

The one good thing I can say is that the bed was very comfortable and the shuttle ride back to the airport was timely and smooth.

We will not be staying here again and I would recommend...