Aloft Dulles Airport North — Hotel in Brambleton

First of all let me summarize this bad experience the most objective way:

I booked this hotel for 4 nights from december 31st 2014 to january 4th 2015, It was supposed to be a nice trip were i could enjoyed a nice stay along with my wife, It was the opposite thanks to the staff of this hotel, the customer service of expedia and SPG hotels customer service. I was supposed to arrive at the hotel on the 31st of december, but because of a problem while traveling from Miami and not having charge on my cellphone I couldn't contact the staff to let them know about my delay, note that I never cancelled my booking which was prepaid and "non refundable" when "cancelled. anyways, I got to the hotel on january 1st 2015 at 10am (note checkout is at 12pm, I understand I'm still in my first booked day) but for my surprise, the staff at the hotel, a Young Obviously part timer, told me that my booking was cancelled and even told me they gave my room to another person because I wasn't going to check in for my room (It seems he can forsee the future). I called expedia and explained my situation, and "Dan" after putting me on hold several times Hang up on me.

The parttimer told me that the manager won't come that day and would come the following day so he could not do anything but offer me another room. It was a long trip and we were tired, so pay for a room we have already paid for, the room was just okay, the quilt had a Hole which I took a picture of, the mirror was broken, and the part timer front desk person told me they know it was broken and they are trying to fix it. That Night, the "Manager" arrived to the hotel, Ashley, told me that she understand my point, canceling my reservation, not refunding, not letting me stay at the room that I already paid and asking me to pay if I want to stay there one night, She understood all that but she can't issue any refund or even allow Expedia to refund me. I understand I booked this hotel through expedia but even though I did, the hotel should respond to the customers and try to fix the problems the best way. I feel the hotel staff is not trained well enough and they give the feeling of being part timers, one of them even said to my wife during the breakfast, that she didn't care if she takes what she wants. The hotel should train the staff to be more polite.

Other point is that the Manager Ashley, said they were having a "small party" over there, and the counter was full of pizza and other food, In a hotel that pretends to be modern and "high end" things like that shouldn't be allowed, I think the quality control and Operations of the hotel are not well guided.

I would not recommend anyone of my friends to visit this Hotel, Staff is not polite, not problem solving oriented, the furniture at the room even it's modern and well designed it's not being taken care of, and probably in couple years or so if everything continues like this, will be a low star very low budget kind of hotel and the hotel is so far from anywhere, going to DC will cost you $8 to $10 in tolls and 45 minutes or 60 -75 minutes with no...

To whom it may concern,

I am writing to express my disappointment and frustration with the service provided by your hotel front desk staff on 18th of March at approximately 2 AM at Aloft Dulles Airport North.

Upon arrival, we were informed by a lady at the front desk that there were no available rooms, despite my previous call to the reservation team to confirm our booking. When I attempted to explain this to the staff member, she interrupted me and dismissed my concerns, stating that she had been busy for more than three hours and did not wish to speak to me further.

Furthermore, I would like to bring to your attention that we were not notified beforehand about the lack of available rooms, which meant that we had taken an Uber for an hour to reach your hotel, only to be turned away upon arrival. This is an extremely inconvenient and frustrating experience for any customer, and it is disappointing to receive such poor service despite taking the necessary precautions to confirm our reservation beforehand.

To make matters worse, the staff member proceeded to ask the police to kick us out while we were waiting for our Uber ride. This was completely unacceptable and inappropriate behavior, especially given that we had not done anything to warrant such treatment.

I attempted to contact your customer service and the general manager of Aloft Dulles Airport North, but unfortunately, no one answered my call. This is a concerning and unacceptable situation as it left me with no other avenue to resolve my issues with the hotel.

Not only was the staff member dismissive and unprofessional in her attitude, but she also refused to call the manager or provide her name when requested. This behavior is unacceptable and does not reflect the level of service I would expect from a reputable hotel such as yours.

I believe that the treatment I received at the hands of your staff was disrespectful and demonstrated a lack of concern for customer satisfaction. I hope that you will take my complaint seriously and take the necessary steps to ensure that such incidents do not occur in the future.

I look forward to hearing from you soon regarding this...

I have really enjoyed staying at Marriott hotels in the past but this was an awful experience. We were supposed to stay at the Spring Hill suites for a wedding and were asked to move here, which wasn’t a big deal. When we arrived, however, the staff didn’t have our reservation and had no idea that we had been asked to change hotels. We were told that we’d have the exact same room (king bed) and rate but we were given a room with two queens and the front desk staff didn’t tell us. Once we got to our room and went back to the front desk to ask about a king, they said there weren’t any available and didn’t know when there would be any. I called the spring hill suites to ask about this and they were at least able to get us a king room but this whole check in process took close to 30 minutes.

Once we were in our room, the shower only had shampoo and conditioner but no body wash in the pump on the wall. We asked hotel staff about this and they just said that they didn’t have any so we bought some ourselves.

The next day I needed to iron a shirt and there wasn’t an iron or ironing board in the room so I called down to front desk and they said that they’d send them up. I was given just an iron and no ironing board. They said they didn’t have an ironing board. I called the front desk to confirm and they didn’t have an ironing board, which was very strange for a hotel. The iron was very old and had a huge chip in it, which ended up pulling my shirt.

Lastly, there was a shuttle at the spring hill suites for the wedding we were attending. We were told to call the Spring Hill suites when we needed to get over there for the wedding shuttle abs tge hotel shuttle would come get us. We calmed multiple times abs no one answered the phone. The staff at the aloft front desk finally hit through but still very annoying for no one to answer after multiple attempts seeing as we did a big favor by moving hotels.

We got a discounted room rate for the wedding and it honestly felt like we were still paying too much. The service at the aloft was awful abd I will not be staying at an aloft...