Hampton Inn & Suites National Harbor/Alexandria Area — Hotel in Oxon Hill

I am extremely dissatisfied due to the poor management of the Hampton Inn & Suites National Harbor. The purpose for our stay was to hang out with family and celebrate my daughters 2nd birthday. I phoned the hotel prior to booking our stay to verify if there would be a need to book a conference room, use the common area, or simply host the party in the room. Left a message of Capria, Director of Sales, to confirm. Never received a call back. For our stay June 30 to July 3, we reserved a ADA room to accommodate our disabled son, upon check in, not only were there no ADA rooms available they weren't able to upgrade us to a larger room to account for the inconvenience. We stayed in a room too small to accommodate the guests in my party, let alone my disabled son. I was advised by Tanga that the room switch would occur July 1 and that someone would contact me to notify us of the change. We were offered $50/day stay credit for the inconvenience. July 1, we received no contact by 2:30 p.m. I reached out to the front desk and was told that there were no notes on the room change and there was no room to switch us to. The evening of July 1 I spoke with Tanga who informed me that not only did they have the information it was printed out and sitting there for them and they didn't take the time to review it. I was told that July 2 they would for sure be able to relocate us to a room. We waited until 11:30 a.m. and was offered a single King ADA room. I explained to them that there are 3 adults and 2 children in our party and there simply no way to sleep all of us in a single King without a sofa sleeper and 2bd bed. I explained at that time that I would like to speak with the manager Peter P. He was unavailable and they didn't know when he would be in. I was advised by the desk attendant didn't have on her name tag, (petite, brown-skinned, with should length locs dyed blondish-red on the ends) she was new to Hilton coming from MGM, but was kind enough to thoroughly document the room account in the PEP system, with my request for a comped stay due to the hotels inability to accommodate me with the room which we requested, booked and paid for, and request a call from Peter, she agreed that without the ability to supply the room that the stay should be comped and continued to enter the notes. Peter never reached out. Prior to checkout, July 3, requested to speak with Peter again, was told that he was there and Nakia went back to get him and Capria came out to speak with me. Capria was just back from vacation that day. Explained the whole debacle to her, and that I even reached out to her prior to our stay without response. She advised me that she was only the Director of Sales, but would see what she could do. I left without certainty as to what would be the outcome. I was offered 50,000 points on the $150 credit, but still was charged for the remainder of the stay for a cramped room that I was left little to no choice to remain in. At this point, I still feel as though the stay should be comped due to the continuous inability to accommodate me and my family. I am thoroughly disappointed in the poor management of this facility and expect better from a Hilton...

I usually don’t write reviews, but this time I really feel the need to speak up. Our stay at Hampton Inn & Suites National Harbor was such a disappointing experience that I wouldn't want anyone else to go through what we did.

We came here expecting a clean, comfortable, and welcoming environment. Instead, we were met with rude behavior, dirty surroundings, and unnecessary stress.

Let me start with the room it was in terrible condition. As soon as we walked in, we noticed stained bedsheets, trash still in the bin, and a musty smell that just wouldn’t go away. It honestly felt like the room hadn’t been properly cleaned for quite some time. For the price they charge, this was absolutely unacceptable.

We politely reached out to housekeeping and asked if they could clean the room. Instead of helping us, they were extremely unprofessional and dismissive. Even worse, the housekeeping manager got aggressive, raised their voice, and acted as if we were causing trouble just for asking for a clean room. We felt disrespected and completely unheard something no guest should ever experience.

We’ve stayed in many hotels over the years even budget ones but this was by far the worst in terms of service and treatment. We didn’t feel welcome at all, and honestly, it felt like we were a burden rather than guests.

On top of that, only one elevator was working, so we had to wait quite a while every time we needed to go up or down. There was also construction going on, which added to the noise and inconvenience.

We had planned to use the pool with our child, but when we got there, there were already around 15 kids crammed inside, so we had to turn back. It just didn’t feel safe or comfortable to be there.

Suggestions for Hotel Management: If anyone from management is reading this please take this seriously. This hotel is not meeting even the basic expectations of comfort and hospitality. Here are a few things that need urgent attention:

Retrain your housekeeping staff, not only on how to clean properly but also on how to treat guests with respect and professionalism.

The housekeeping manager’s behavior was completely unacceptable and should be addressed immediately.

Implement regular room inspections to ensure cleanliness standards are actually being met.

The front desk staff should be more attentive and responsive to guests’ concerns we felt completely ignored.

Lastly, consider reaching out and offering apologies or compensation to guests who’ve had terrible experiences. It would go a long way in showing that you care.

🚫 Final Thoughts: This hotel may look nice in the pictures, but our experience was the complete opposite. My family and I left feeling stressed and disappointed. We came here to relax instead, we just wanted to leave.

Would we ever come back? Definitely not. And I would strongly advise others to avoid it, especially if you’re traveling with family or children.

This stay felt more like a mistake...

I stayed at this location in April for one night. Upon check out I paid cash. The next day I see that my card has been charged for the rate of the room. I called the hotel and they proceeded to make light of the situation claiming they made a mistake and had already processed my refund. They knew they charged my card and did not tell me. I called my bank and they had no record of a refund so I called the hotel back. Again, I was told they already gave me a refund and there was nothing else they could do. I called Hilton Corporate Customer Service and they directed back to the hotel manager whom had been unhelpful in regards to my issue. Due to the lack of care and effort on Hilton’s part to rectify the problem, I had to dispute the charge through my bank in order to be refunded. Hampton/Hilton did not resolve the issue and refund my money until June 1! Finally thinking the issue is over, I did not proceed further. On July 4 my card was charged again for the rate of the room of which I stayed back in April!!! I check my email and the hotel manager says they gave me two refunds so they charged my card to balance the additional refund. I never received two refunds and they never called me before actually charging my card. How is it even legal for you to charge my card AGAIN 3 months after staying at the hotel? I called numerous times and again the situation was made light of. When I asked for records of this second refund the manager actually looks at the record and sees I was not given two refunds. They charged my card without even checking to verify if their claim was true! I will never stay at any Hampton or Hilton location again. They are running a scam and have terrible business practices. I still have not received my money that never should have been taken back. Fair warning...