Metro Points Hotel — Hotel in New Carrollton

Well... where do I begin? Maybe with a kudos to the potential of this hotel. The lobby LOOKS nice enough. But that's potential that this hotel DOES NOT live up to. Upon my arrival, waiting to check-in, another couple was complaining about a room with mold that needed to be changed. Another man separate from this group was complaining about the iron that didn't work from his second or third room he was changed to.... just a mess... and this was all while I was waiting on the line to check in. Nevertheless, I like to formulate my own opinions... so I went with it in hopes of better. I was given the wrong room. Got one with 2 queen beds, but booked a room for a King. That was strange because when I arrived at the hotel after 2pm I Asked if I could check in early and was advised I had to wait until 3pm because the room with the king beds were still being cleaned. So what exactly was a waiting for if I still ended up in a queen bed room? .... But still just went with it and didn't complain. The website advised of complimentary breakfast.... but they had a sign in the elevator (front desk said nothing about it) that advised no grab and go breakfast as of 1/21/21..... so update your website Metro Points... sheesh it's 5 months into the year (May 2021) Stop being misleading. The worst of it was the no fridge aspect. I came with insulin to store and the front desk advised that there were no microwaves or fridges available at all not even by request... also not listed on website (fridge and microwave are listed as amenities available.) The woman at front desk who said her name was Sam was very unfriendly. I asked about potential late Check out (she exhaled loudly and advised I needed to just call the front desk the next day as if she were too busy to address the request. (I ended up checking out early and funny thing the room phone didn't work anyway so... there's that) Sam at the front desk's attitude could have been due to all the complaints she had to field, however, that is far from my concern as a patron. To be frank, she needs hospitality training. Period. Every question I asked was answered with an aggravated response or none at all. Simple questions like "hi, could you please tell me the wifi password?" as if I had asked Sam at the front desk for her first born child and social security number. Her poor attitude continued at every encounter after check in, so maybe she was just having a bad day... but again that shouldn't be my cross to bear as the hotel patron. At one point I actually just laughed in amusement at hey lack of customer service skills. I'm sorry you hate your job Sam, but there are literally classes available for hospitality ... take one. The room wasn't so bad. The phone didn't work so had to go downstairs to ask any questions. Tub had some mildew stains. Towel had some weird orange crust on it. I disinfected and used microban on everything anyway but... still isn't that what the cleaning staff is for? Aren't we in a pandemic? The Entire floor smelled like cigarette smoke... the ENTIRE FLOOR. As if someone was chain smoking cigarettes since year 1999 right in the hallway... again that's strange for a No smoking hotel. Also vending machines didn't work to add to the list of simple amenities that were unavailable. So no fridge,no vending machines, no microwave, staff member Sam's deplorable attitude... it just wasn't the greatest. Overall, if I'm in a jam, I might stay here again as a last resort. At a little over $50/ night the discount isn't bad. However, now I see why the rooms are so highly discounted. You definitely get less than what you pay for here. If you are in a bind and need a quick room for maybe a night, You can stay here, but don't expect anything more than the feel of staying in a homeless shelter... yes...I said it. This entire place NEEDS A RENOVATION of space and staff. Do better. Update: 5/12/21

Metro Points Hotel Manager,

Your lackluster response means nothing.The same cookie cutter response given in regards to similar issues a year ago. It's clear you have done and...

I have booked a hotel room for me, my daughter, and my niece for a girls getaway. I have never been to your establishment before. Prior to coming we were all excited and looking forward to our stay. When I have arrived there was a guest in front of me trying to reserve her room so I patiently waited. When it was my turn to check in, the lady at the front desk disappeared to the back never to return. I stood there patiently waiting for her to return while listening to their conversations about “baby daddies”. Final I poke my head a little closer to the plexi glass and then she appeared. While checking me in she advised me about my deposit of $100 that I wasn’t aware of due to booking through booking.com. It wasn’t the deposit that was the issue, it was how the message was delivered that made me feel uneasy about reserving the room. I handed her my credit card as she handed me a form to fill out. This was new to me because I have never had anyone at a hotel hand me a form needing my vehicle information. I asked her why she needed my vehicle information and she stated that it was needed to run my vehicle registration. I was confused. At that time I did ask her if I wanted to cancel can I get a refund. She stated yes it will take a couple of days. So I asked her to give me a minute while I make a phone call. I walked outside to make my call and return to asked her another question about the bottom of the form. She then answered my question with a reply of “I just spoke to my manager and she said for me to issue you a refund”. I so shock but not surprised. Since I walked in the establishment looked nice but the customer service was so unprofessional. I left and called the Hilton who have reserved my room within 5 minutes of my call, apologize for the bad service I have received at your establishment, and even allow me to book a second room on short notice.

However, my experience that I had at your establishment didn’t sit well with me so I called only to be told that there wasn’t a manager, no corporate office, the general manager no longer works here, and was transferred to a voice answering service. I left a message that was never returned with a courtesy call. I then called again to asks to speak to someone like a manager, a corporate office, or heck even the owner and was told no own was available. Devin did give me your email after telling me seven minutes into the conversation that he was a supervisor but never asked if he can assist me in anyway.

I want you to keep in mind that I have just return from the Poconos two weeks prior and never did I receive such horrible and...

So this hotel is great I really wanted to give a 5 start rating but I just couldn’t do it cause of some of the customer service problems I faced with just one worker I just recently relocated here to DMV for work and while looking for a new home my company gives me a stipend for hotels and the only thing is I have to go pick up my stipend everyday by 12pm and I know check out is at 12pm so I always inform the front desk and let them know what is going on and the team members in the front have always worked with me and were very nice expect for one and her name is Anna and she is rude and she was rude to me and my mother who is sick and is working from home so she is staying with me until my brother comes back from deployment. My mother doesn’t do much just work off her computer and keeps to herself but when I try to inform the front desk lady Anna she was very hostile and not helpful at all Mr/Mrs Owner you let this team be a supervisor with a very nasty attitude and she is not helpful with us at all and she was speaking Spanish in front of me and my mother saying how this black folks always causing trouble little did she knows I’m half Mexican and I understand Spanish because my mom is Mexican and she heard her too and she was always talking to another Mexican coworker of hers also then as the other worker left she gave us the keys and started talking about us on the phone to someone in Spanish honestly I’m very loyal to my hotel chains I usually stay with Marriott or Hilton or IHG hotel chains but since this was so close and easy to access my job in VA and my mothers doctors appointments I chose to stay here but Anna ruin the experience for me and I don’t know if I would ever stay again until the problem is fix and I don’t think I will be able to tell my job to do business with the metro point hotel just because there only good service when the other team members are here abut with Anna being here and having problems with black people causing trouble yea I definitely don’t like that and I’m sure if American Airlines did business with them the guest and flight crew will not have a good experience if Anna is here but if they can fix that then I will be avale to rate this...