Hilton Fairfax — Hotel in Centreville

Diamond member 15 years. I travel frequently throughout the world and to this hotel in particular over two years since my child who I visit is there. On numerous stays, I have seen varying degrees of service, but these last stays have made me question even what value being a diamond member even has to this particular hotel. I know this hotel has changed general managers several times. My own personal experience is on one occasion this summer, a housekeeper gentleman darted into my room thinking I wasn’t there but was quietly working on the couch when it appears he likely was trying to steal something quickly bit realized fast I actually WAS in the room and darted out. I reported it immediately and got the “ so sorry talk” from a nice enough staff. I was on high alert for future visits. I noticed that every visit something would be missing from my bag when I’d return to unpack. A perfume, a shampoo bottle, a pair of earrings.things that I’d question if by chance I misplaced bit it always happened on nearly bi weekly stays. Hard to accuse without proof and so I started keeping my cosmetics and valuables bag with me when I’d leave during the day and installed a web cam overlooking my suitcase during my time away in the day. |||| Then I noticed that in the upgraded premium rooms, there were dog crap stains along the perimeter windows. I was placed there a month later, by chance the same room, and it was still there. The AC in those premium rooms do not work and I asked a few times to be moved to which same issue was present , so I think this is to their knowledge, but if you don’t wish to be held in an air tight surround tight window filled HOT room, don’t stay in these ones. |||| Housekeeping was missed on my last 3 days stay this month with them. Likely they went into my room which didn’t have a sign on the door, but when there wasn’t anything to steal likely got passive aggressive. They do not do a deep cleaning of these rooms in my opinion which is verified when they don’t check UNDER their own mattresses or under or behind couches which are filthy. Sometimes the room lamps don’t work and the lighting they do have leans towards dim which makes impossible for working or reading at night. Shampoo shower containers not always filled, only 3 towels given to two guests where you must then be met at the door with housekeeping and their tip me scanners to get what you should be getting with a $259 per night stay of at least 2 towels ( one for head, one for body ) per two guests. |||| Nearly 85% of my stays, there is ALWAYS a financial discrepancy on your bill. Look carefully at it always. As a diamond member, you’re suppose to get breakfast included b6 this hotel only gives you a $15 credit with a $22 breakfast and They fail each time to credit the two people on the reservation ( my son and I) and or the bill amount for room charges or return deposit amounts get wonky at this hotel. Look carefully, document your stay. Because it’s happened nearly every visit, I am thinking it’s s hidden corporate trick they hope to squeeze s bit more out of your stay to corporate backed stays or foreign visitors, |||| The reason why I even bother staying here at all has nothing to do with the hotel itself, ( can be noisy weekends with kids sporting events keeping elevators blocked up all night, loud guests etc ) but rather I love the separate restaurant on site which has fabulous food and martinis. You can also walk to a grocery store or shops nearby if that matters to you . The gym is sufficient as well. There is no business center really here and the one printer they offer has to be done through front desk. Good luck getting someone around to do that.|||| In terms of staff, it’s hit or miss. They change out frequently in front staff. The early morning guy before 7 am switch over send more interested in chatting in his office with the Starbucks employee than being around at the front desk helping anyone. The check in time staff seem to vary but there has been times when they have been rude, dismissive of the concerns of possible theft and there was no attempt to compensate for the annoyance of coming back to no housekeeping on my second day stay where I simply wanted to nap before my child arrived to me rather than wait for housekeeping to THEN decide to clean the room. I was too tired to want to deal with their issues during my paid stay and declined it. Customer service or satisfaction to their diamond members was nill. |||| All of these issues here has made me rethink stating at their nearby Marriot hotel chains which carry exceptional reviews according to co workers have noted their own similar horror stories when they stayed at this Hilton while mentioning other hotels they didn’t experience these issues. When I tried to speak about my stay to the front desk via phone this AM, they switched me twice to varying people who kept me more on hold than caring to take seriously any of my concerns. The ultimate “ We don’t REALLY care what you think” attitude so I wouldn’t think their management here cares whatsoever about your stay, your feelings, your expectations being met, your bill, your housekeeping, theft or any other issues.||||Which is why, I’m signed up now to start giving my business to Marriott’s when I stay in...

Diamond member 15 years. I travel frequently throughout the world and to this hotel in particular over two years since my child who I visit is there. On numerous stays, I have seen varying degrees of service, but these last stays have made me question even what value being a diamond member even has to this particular hotel. I know this hotel has changed general managers several times. My own personal experience is on one occasion this summer, a housekeeper gentleman darted into my room thinking I wasn’t there but was quietly working on the couch when it appears he likely was trying to steal something quickly bit realized fast I actually WAS in the room and darted out. I reported it immediately and got the “ so sorry talk” from a nice enough staff. I was on high alert for future visits. I noticed that every visit something would be missing from my bag when I’d return to unpack. A perfume, a shampoo bottle, a pair of earrings.things that I’d question if by chance I misplaced bit it always happened on nearly bi weekly stays. Hard to accuse without proof and so I started keeping my cosmetics and valuables bag with me when I’d leave during the day and installed a web cam overlooking my suitcase during my time away in the day.

Then I noticed that in the upgraded premium rooms, there were dog crap stains along the perimeter windows. I was placed there a month later, by chance the same room, and it was still there. The AC in those premium rooms do not work and I asked a few times to be moved to which same issue was present , so I think this is to their knowledge, but if you don’t wish to be held in an air tight surround tight window filled HOT room, don’t stay in these ones.

Housekeeping was missed on my last 3 days stay this month with them. Likely they went into my room which didn’t have a sign on the door, but when there wasn’t anything to steal likely got passive aggressive. They do not do a deep cleaning of these rooms in my opinion which is verified when they don’t check UNDER their own mattresses or under or behind couches which are filthy. Sometimes the room lamps don’t work and the lighting they do have leans towards dim which makes impossible for working or reading at night. Shampoo shower containers not always filled, only 3 towels given to two guests where you must then be met at the door with housekeeping and their tip me scanners to get what you should be getting with a $259 per night stay of at least 2 towels ( one for head, one for body ) per two guests.

Nearly 85% of my stays, there is ALWAYS a financial discrepancy on your bill.

In terms of staff, it’s hit or miss. They change out frequently in front staff. The early morning guy before 7 am switch over send more interested in chatting in his office with the Starbucks employee than being around at the front desk helping anyone. The check in time staff seem to vary but there has been times when they have been rude, dismissive of the concerns of possible theft and there was no attempt to compensate for the annoyance of coming back to no housekeeping on my second day stay where I simply wanted to nap before my child arrived to me rather than wait for housekeeping to THEN decide to clean the room. I was too tired to want to deal with their issues during my paid stay and declined it. Customer service or satisfaction to their diamond members was nill.

When I tried to speak about my stay to the front desk via phone this AM, they switched me twice to varying people who kept me more on hold than caring to take seriously any of my concerns. The ultimate “ We don’t REALLY care what you think” attitude so I wouldn’t think their management here cares whatsoever about your stay, your feelings, your expectations being met, your bill, your housekeeping, theft or any...

I stayed at this hotel about three times. And the first time, was really good, no problems whatsoever. The second visit, the elevators, which are not very clean, did not work at all for about 2 hours. One elevator was stuck open, several other elevators were malfunctioning and did not feel safe to go up and down in. The last elevator was the only functioning elevator and it took forever to go between floors. Other than that the room was very decent, and since I was only there for a night I didn't really have any complaints about anything else. My most recent visit was a two nights stay, and I was pleasantly surprised to see that all the elevators were functioning properly, though they were still not very clean and there was a smell in the building when you walked in. I used a digital key for the first time and that experience was great initially. Unfortunately when I attempted to check into my original room it was not ready. So I had to change to a room that was already prepped on the same floor. That process was fairly smooth. However, the new room had an issue with the AC. It was down on 65 and it was still really warm in the room and smelled kind of dank. The light switch by the door also did not work to turn on any light in the room. I did not report either of these problems because bar from that the room was fairly clean. I will say that the bathroom toilet could have been cleaner around the base but all in all it was still a pretty clean and comfortable room. Unfortunately, the digital key did not work when I tried to leave the room and re-enter. We were locked out of our room for about an hour with all of our belongings inside of the room. Apparently the motor in the door mechanism broke entirely and had to be repaired, as even the master key from the hotel staff failed to open the door. This occurred after breakfast so we were not able to get a meal to compensate for our inconvenience. We were offered a meal for the next day but we were unable to partake of that because we had to leave before for breakfast would be served. We were then provided with regular room keys. And then, when we tried to enter once the door mechanism was fixed, the regular room keys did not work. But luckily, the digital key did. Bed was comfortable and clean and when we asked for more towels and blankets or sheets we received them with no issues. And other than the hiccups mentioned above the stay was comfortable. It's located close to a lot of good places to eat and a lot of good shopping, parking is easy and plentiful. The issues during my most recent stay were probably one offs, but nonetheless a bit of a nuisance since it was supposed to be a romantic getaway. I want to give this hotel location three and a half Stars and I would recommend, but suggests you manage your...