Embassy Suites by Hilton Tysons Corner — Hotel in Tysons

Fruad---I am writing to express my profound disappointment regarding a misleading booking experience and unsatisfactory customer service during our recent stay at Embassy Suites, Tyson's, VA, Room 204, from March 9-11.

Initially, we intended to extend our stay at Embassy Suites, as we had enjoyed the hotel experience. On the morning of March 9 at 8:57 AM, I contacted Hilton Reservations at (703) 883-0707 to inquire about extending our reservation. The agent informed me the rate would be $159 per night. However, simultaneously, Expedia listed the same room at $135 per night. I informed the agent explicitly of this rate and requested a price match, alongside the Hilton Honors first-time signup discount.

Shockingly, the first agent proceeded to book the reservation without my explicit consent at the higher rate of $159 (Confirmation: 93699096), promising to transfer me for a price match, leaving me feeling deceived and extremely dissatisfied.

The second agent, after a lengthy 35-minute conversation, informed me she could not match the price since a booking had already been made. She then stated she would cancel and rebook at the correct rate, but the call disconnected, and she never called back. Unaware that the reservation had been canceled, I approached the front desk for new keys, only to discover the reservation had been canceled without my knowledge or consent.

Attempting to rectify the issue, we called reservations directly from our hotel room phone, explicitly stating we were currently guests in Room 204 at Embassy Suites Tyson's. The agent, inexplicably and deceptively, booked us into Tru by Hilton(South Carolina ???) instead. Furthermore, we were misled into purchasing a promotional package priced at $499 and charged $300 for rooms that we never intended to book.

Today, I received an unexpected and unauthorized bill totaling $525 under the canceled reservation (Confirmation: 93699096), despite clearly stating my willingness to pay only the Expedia-listed rate of $135 per night. Had I known such deceptive practices would occur, I would have booked directly with Expedia, a platform known for transparent customer service.

Additionally, our experience during our stay from March 8-11 was notably subpar. We received no room cleaning services, coffee cups were not replaced, beds were not made, and the pool area was neglected with towels strewn around, far below the standards expected from a prestigious brand such as Hilton.

I demand that all unauthorized charges under confirmation number 93699096 be immediately canceled. Additionally, I request that Hilton honor the promised rate of $135 per night for our stay from March 9-11, inclusive of any marketplace and liquor charges incurred during our stay.

Further exacerbating the issue, today I called the billing number (+1-800-EMBASSY), selected the billing option, and spoke with an extremely rude and unhelpful agent. The agent was dismissive, abruptly transferring my call without even properly hearing my confirmation number or concerns. The subsequent hotel agent was confused, further transferring me to reservations, only to have my call disconnected after another lengthy talk . This ongoing pattern of poor communication, rudeness, and lack of empathy by your representatives has greatly frustrated and disappointed me.

As a professional with an MBA and extensive experience in technical support, I emphasize the necessity for clear, empathetic, and respectful communication, which was entirely absent in these interactions. If Hilton agents continue employing these disrespectful practices to make short-term profits, the strategic long-term loss of customers is inevitable to the businesses who really care for customers.

I demand that all unauthorized charges under confirmation number 93699096 be immediately canceled. Additionally, I request Hilton honor the promised rate of $135 per night for our stay from March 9-11, inclusive of any marketplace and liquor charges incurred...

We stayed at Embassy Suites in Tyson's Corner, not by choice I may add, for a tournament. Before even checking in, we received multiple aggressive and unprofessional emails from Sabrina Brady. The first email was stating that they had multiple groups and would not be able to provide pillows or blankets and to bring them from home. The lack of planning while hosting various groups is quite frankly not my problem. You're a business with paying customers who should be able to provide the service you are being paid to. The second email came the night before we checked in, regarding police being called for disrespectful behavior. It was very off putting and made me skeptical of what kind of hotel and chaos we were going to.

During the check in process, half our team was told they couldn't find our reservations. Half our team was provided validated parking per the agreements, while the other half were told to pay and they'd be reimbursed. When we got to our room, I can't say it was the cleanest one but we rolled with it.

Our first night there, we hung down at the bar, where Betty was bartending, who was very nice. When the bar closed, we stayed downstairs for a little, cleaned up after ourselves, arranged the chairs etc so it would be as if we weren't there. The second night, some parents did the same. Sabrina came in and said she received noise complaints, and that the cops were called. There was no conversation about keeping it down, no issues with disrespecting employees like her second email stated she had a previous issues with. Meanwhile, there was a group of teenagers who were running around the hallways (which I did ask them to stop because my 9 and 11 year olds were sleeping). She said nothing to the teenagers screaming in the halls, but to a group of parents who were sitting having low key conversations. She said how we left the place a mess the night before-a lie. She said she got calls about noise complaints specifically about parents-also a lie. And that it was our kids causing problems. We were there with a group of 9 year olds who had been in bed for hours at this point. The police came-a complete and utter waste of emergency resources and tax dollars. When we spoke to the police, they insinuated that this is a regular occurrence with Sabrina and a waste of their time.

I cannot fathom having someone so incredibly unprofessional and rude be the "manager" of their...

UPDATE After the chaos of the auto gates and paying $10 a night for parking, I stopped coming to this hotel and moved to another Hilton property not far away. However, a recent trip where I needed laundry service in the hotel had me going back to this location. HUGE mistake. First, making the reservation they charged $10 per night to park. Not surprised both auto gates were broken when I arrived and the desk clerk said no charge. The Happy Hour has been reduced to a coupon for two drinks and the snacks are nothing to brag about. Breakfast is still the best part of this stay. Lets talk about room - bathroom had dried soap spots all over the counter. Shower door had water spots. Bedroom was disgusting, around the shelf above the bed was a fine layer of dust along the way. All surfaces had dust and there was dirt on the floor by the bed. Three night say (Mon-Wed) and my room cost went up $45 per night. Nothing special happening in the area so no clue. When I came back into town after two weeks aboard, I stayed at another Hilton that was nicer and cheaper. Not sure what happened but won't be visiting this location again.

Have stayed here many times and on most of those occasions have had a great experience. The establishment has recently undergone a massive renovation and it looks great. Now that the metro is nearby, guest pay for parking and you have to use your key to exit the lot. Pros - the breakfast buffet and evening social are nice and one of the things that has me coming back to this location. My room was nice, very clean, and on check in I was given a small bag with snacks and water. Cons - depending on the time of year, this location can be expensive. In a given year, I've paid as little as $150 to my last stay of $300. Room service is terrible - most of the food comes from a nearby restaurant. Ordered ice tea one night and received two cans of ice tea. Another night I got two glasses. They have added a pretty hefty gratuity to their room service as well. Check out is normally a breeze but getting out of the lot is a challenge. I kept my key but it wouldn't access the lift gate. Hitting the attendant button did nothing. Fortunately, no one was behind me, so I backed up, parked, went inside and asked to be let out. This has happened every time I've...