Gaylord National Resort & Convention Center — Hotel in Oxon Hill

I won't go into ALL of the details, just the highlights. And before going any further I'll say that the hotel management responded about 2 weeks after I sent an email, most of which contained the info below.||Last year I won a gift certificate for a one-night stay to your hotel. I decided to book the weekend of our 33rd wedding anniversary with the idea of paying for the other day out-of-pocket. The accompanying letter gave directions as to how to get the room. However, none of the Gaylord National agents I spoke with seemed to be able to book the reservation. I finally spoke with Ms. Torri Schwentke at Gaylord Texas, who helped me make the reservation online and asked me to contact her if I had any problems.

Two days before our arrival I called again and spoke with Tess because Ms. Schwentke wasn’t working that day. Tess assured me that if Torri had helped me, everything would be fine.||When we arrived at the hotel, I was told that I was supposed to have made the reservation online. I told them that I had tried and wasn’t able to, and had spoken to Ms. Schwentke. When they called Gaylord Texas, neither Ms. Schwentke nor Tess was there (what a surprise). Fortunately for me, I had printed out our email conversations and the greeting from Gaylord General Manager Dan McKeon. After approximately 30 minutes of discussion, Mr. Elliott Burgess was able to straighten out the mess and get us into a room. He asked if I wanted a copy of the certificate to which I said yes; and I’m very glad I did.||Here are some, but not all, of the other things that happened.||The room's shower floor was totally wet; it turned out the shower head was leaking even though the faucet was completely turned off.||The remote did not match the tv; we had no working tv until we realized the difference and called in for the matching remote the next day.||The shower stall in the pool area lacked shower gel; the shower head didn’t fit into the cradle (my husband told me the same situation applied in the men’s shower stall); the hot tub didn’t work all day Saturday, we were told because the ceiling was leaking (which was true; it had rained the night before). That evening I was told it wouldn’t be working again until 8 the next morning. It was actually closer to 10:30.||However, the most egregious events started on Saturday afternoon when we heard the loud sound of a saw outside our room. Two workers were cutting holes into the sides of the wall opposite our room; their utility cart was next to our door. They stopped working, but left their cart and tools in the hallway; a safety issue for guests, at the very least. We left our room and when we returned two different men were working on the same wall and their carts were directly blocking our doorway! They apologized and moved them away from the door, but still in the hall, saying they would return around 5 or 6p to finish up. Around 8pm we heard banging; by then I had lost the will to say anything; we simply left the room.||Before checking out on Sunday, I made these events known to Mr. Burgess along with the pictures I had taken. He apologized and offered to add points to my Bonvoy account to help make up for our unpleasant stay.||However, we had one more ordeal to face. Because of all the problems we had checking in, I decided to check-out in person. The agent asked me for my certificate. I told her that it was already taken by Mr. Burgess and that she should call him over if she needed confirmation. She insisted on seeing the certificate and I showed her the copy he had made. Only then did she call him to help. Another 10-15 minutes of waiting and she printed out our receipt.||We had planned to check our bags and explore the area more, but after that, we put our bags in our car instead. We did not want to stay there a minute longer than we had to.||The Gaylord National has been the host of a convention we have attended for over 10 years and we were really looking forward to our first time as guests there. After this experience I see no reason why we should return.||The Gaylord's email included an apology and added points to my account, but the points that Mr. Burgess promised were still missing. A month after our experiences, my account was credited with the bonus points. We plan to use them at a different...

I checked into the Gaylord in June, 2026. I usually avoid properties with “resort fees” (just raise the price of the room to the value of the stay, and stop trying to trick people!) because I think they are a scam, but this is where the event I was attending was being held. My wife and I checked in, one vehicle. I paid for my own reservation. My brother also was there at the same time, on his own reservation, his own payment, his own vehicle etc. Our two reservations were not linked in any way, other than we were both attending the same event, as were many other guests. When I went to check out, not only did they charge me for my parking, ok fine, but they claim to have put my brother’s parking on my bill, which I never approved. He left a day earlier than I did, and was nowhere to dispute this.||When checking out, I pointed out that I could not, would not, and did not use self parking AND valet at all, let alone every single day of my stay, and if they check the electronic parking records, I only moved my truck once, taking it out of the garage to unload some boxes, and then returning it 15 minutes later. The front desk person insisted that the charges were correct, and that they must have put my brother’s charges on my bill, (no one gave them permission, our reservations were made separately, and paid separately), and to take it up with him, and that is all they were going to do. ||I was under time pressure so I had to leave right away, and fortunately have a premium travel credit card, so I would enlist their help if needed. Anyway, when I did catch up with my brother, he confirmed that they also charged him in full for his parking, so this was not an error, but an intentional grift. ||We only got this sorted out days later, by complaining to the organizer of the event we were attending. Like travel agents, they often have influence because they book events. If we did not know her, I would have had to file a complaint with my credit card and deal with countless hours of hassle and stress.||As it turns out, another attendee who also drove there and used parking had the same issue being charged for 4 days of valet parking AND garage parking, so this was not a one-time mistake, but seems to be systemic. ||Speaking of credit cards, two things to beware of at this hotel. If you consume anything, they will include the “service charge” (tip) but then add another field for tips, so be careful about tipping twice, which is fine if you want to do it, but like Miami & Las Vegas, make sure they haven’t already added the tip without you noticing it. More importantly, every purchase I made and charged to my room, they also charged a hold on my credit card for about twice the amount, even though they had the final tally on the charge slip. For example, the first night I had a couple of beverages at the lobby bar, the bill was about $25, I added a $6 tip, so about $31 and some change. Even though they had the exact amount, I got notified by my credit card that a $62 charge was just made. They have the final amount, but they place a hold of about double. Once I knew this, I decided to pay for everything on the spot with my credit card, because I suspected it would be a mess trying to audit everything at checkout, or for people who do express checkout, they would be in no position to dispute any errors long after leaving the hotel. I really didn’t like this policy. Charge the correct amount. To be clear, it seemed that the correct amounts for food and beverage were settled without error on my final bill. ||On top of all this, I started receiving SPAM. A week after my stay, I got an email about discounts for active duty military. I don’t even live in the US, I am not in the military, so why are they sending me this irrelevant clutter? My problem is not with the military, but with Gaylord/Marriott for sending me SPAM that does not pertain to me. I never asked for their SPAM, and my email is not their free marketing platform. ||On the plus side, the facilities were nice, the rooms were spotless, no complaints about service from individual...

I booked two rooms at the National Harbor Gaylord for my 3 children ages 2, 4, and 15, plus my wife and mother-in-law. We checked in on December 23rd, 2023 and checked out December 25th. By the way today is 01/01/2024 and I still don't have my hotel receipt. The idea was to give my kids and the their grandmother a Christmas to remember but and yes but unfortunately it did not go as planned. On the day of check-In I got a bellman to take care of our luggage and I provided him a tip. While I self parked the car my family proceeded to the check-in line and I managed to catch up with them. During the check-in process I reminded the hotel check-in staff that I requested connecting rooms. She provided me with keys and off we went, all six of us on the never ending journey to our rooms. But when we arrived the rooms were not connecting. So again we went on a long trip and back on line. Once at the front desk the lady told me she thought the rooms were connecting but she was wrong. However she found connecting rooms and I reminded her twice to let the bell services know we changed our room because we checked our luggage and she assured me it will be fine. Once we arrived to the rooms everyone had to use the bathroom which led to our second and third problem there was no hand soap in either room. I picked up the phone and called housekeeping and once they answered (which took about 20 plus rings) I let them know I has two rooms with no hand soap or soap period. By the way person on the phone was rude and never sent anyone to bring us soap.Three hours passed and no luggage was delivered to our rooms. I had to go back to the front desk and look for a manager which was not a good experience at all. Since I am a Marriot Bonvoy member I thought that would matter but not at all. So now the manager decided he was going to escort me to bell services but then decided not to but ended escorting me. So here I am still being well mannered but receiving it in return. It was as if my luggage and family needing their belongings didn't matter to the manager ( still have no soap and never got any). At this point we get to bell services and the manager plus another two people cant find our bags but 20mins later they find them but needed me to verify that they were mine by escorting in some sketch back room. During this whole luggage nightmare I never received one apology. But guess what we had to wait another 15mins to get our bags delivered. So we now have our bags and I jumped in the shower (by the way we had body soap in our luggage) but the water pressure was so bad it was like someone was holding a five quart canteen over my head (military thing). Both rooms had horrible water pressure. Well we went to dinner so a light show in the atrium of the hotel and off to bed. The next day we called housekeeping again for room service since we were missing hand soap and needed some towels especially because everyone took showers and we like to shower about twice a day. Well off we went after I had another bad experience with the housekeeping staff on the phone. We had reservations at their restaurant Harbor Social for 11:30am on the 24th of December to be clear. Well we were not sat a table until 12:01pm. Let me mention that the lady seating us snapped at a guest because he was curious how much longer it was going to be before he got his table. Once at our table the waitress was nice but our food took another 45mins. Again nobody seemed to care. So the whole time customer service was horrible but we maintained well mannered and truly disappointed especially after paying $65 a person. So we decided to go freshen up in our room but guess what no housekeeping came and I had to call again and more bad customer service. So off we went to the Show ICE and then we built a gingerbread house and built teddy bears for all three children. Back to our room to freshen up before dinner but no room service. Due to character limit I cant finish. Horrible experience and still pending receipt to see what was charged to my card. So much for being a...