Canopy by Hilton Washington DC Embassy Row — Hotel in Washington

Unfortunately the only good I can point out is employees were courteous, the location was convenient. My experience was a whirlwind. I stayed for 2 nights. Aug 17-Aug19. The first day was regular. Ralph at the front desk checked me in quickly and I went to the second floor, I was given room 207. It was right off the elevator and the knob was broken. I went in, used the restroom and went to the front desk to ask Ralph I’d need a room change (being by the elevator keeps me up). Ralph upgraded the room and kept me on the second floor. While I did not ask for an upgrade, it was appreciated and I thank him. In the upgraded room, the TV didn’t work, there was dried blood on the duvet, hair on the comforter/toilet/floor and heavy dust on the open faced closet. I was already accommodated and because I’d only be using the space to shower and sleep - I decided not to complain. On the 17th (Saturday) I was out the whole day then showered and changed for a night in the city, back to the room and sleep. It was a good day. On the 18th (Sunday) I left around 11am, came back a little after 4:30pm to shower and change. When going to the elevator and waiting for the elevator-I was alone, walking into the elevator and I see a man come around the corner from the side of the bar/restaurant. [tall, mediumtone black man, low cut/bald, big clothes, big doe eyes, sneakers, jeans maybe sweats] I pressed my button and the doors start closing. He stopped it, walks on, and presses 8. I get off at 2 and walk the opposite way of my room, I hear him walk off. I stop in the hallway around the corner and wait so I can hear where he’s going, I hear nothing so I head back to the elevator and see him standing at room 206 with his phone in front of the sensor. I walk back to the elevator and watch him on his phone by door 206. He NEVER knocked. I get back on the elevator and I convinced myself I’m being anxious and to check if he was still there and if he was not to say something later that night when I returned. He was not there. I showered and changed, left for the night. When I returned around 11pm, I stopped by the bar. I ordered a Negroni, Grapefruit juice, and fries. They said they don’t bring it to the room so I waited there. The other people at bar watched amazed as the bartender made a full glass Negroni-DOUBLE EVERYTHING. I call the elevator, I’m alone. Right when it opens a woman walk from the side of the restaurant [short, light toned, Spanish/Black/Mixed, hair in a low ponybun, hoodie, big clothes, possible slight chubbiness, thin lips, round face, jeans and sneaks]. She walks in right after and asks me what floor to help because I have things in my hand. I tell her 2, she presses 2 and nothing else. I figure she’s on my floor. The door opens and she waves for me to go first, I do, I start to walk slowly to my room 210 and she heads straight to the stairs. I go to the door of the stairs and look through the window - SHE GOES DOWN STAIRS 😶 I try to ignore it but with what happened with the man from earlier I did not feel safe. I call my family and ex boyfriend and tell them what’s happening. Then I call the front desk and they answered sigh “Yes __” They used my name! No Miss, no last name, no front desk greeting. More important things. I tell who I thought was Ralph about the two experiences and that I hope I’m not exaggerating but I’m scared. I was rushed off the phone and told he’d check the cameras. No follow up. I create an alarm, stay on FT all night with exbf, woke up to the hanger falling on the floor. Saw nothing in the peephole, redid ‘alarm’. Did not sleep until 7:30am. Went to front desk to check out with young woman, dark curly hair. I tell her whats happened, she says it wasn’t Ralph and he didn’t do anything last night to help but he told her about it. She took my email on used printer paper, no follow up. I MET WHO WAS IN 206 AND I HOPE HES OK. I TRIED HIS ROOM 3 TIMES SINCE AND NO ANSWER. I want to make a report with Hilton but they said it’s a franchise Canopy and can’t help. I don’t trust it-Im considering...

Pretty hotel but would not stay again The hotel itself is decorated beautifully and the beds are super comfortable. My husband and I traveled with our two kids and we requested connecting rooms. Tip to traveler: once you do that, your king room will be a handicap accessible room because we were told handicap rooms are the only rooms that connect. The handicap bathroom, while accessible, looks like it was an afterthought aesthetically. The hotel front desk is super friendly when approached and I would have given the hotel four plus stars if not for the hotel restaurant, SuperFranc. This is a chain that happens to have an outpost at the hotel which renders it the “hotel restaurant”. The experience having dinner there and breakfast the following morning was so abysmal that we got breakfast the next morning at Bluestone Lane across the street, despite having daily food credits at the hotel restaurant. When we complained to the front desk about the restaurant, we were told there’s not much they can do as the restaurant is run by a third party. This is the party line but I know, working in the industry, that the flag cannot just wipe its hands clean of a nasty tenant. On our first night, we had dinner there and our waitress was so rude (think - we say hello and she grunts at us and rolls her eyes) and unfriendly and simply ignored us as the food took nearly an hour to prepare. It seemed she didn’t want to be there and it showed. It was uncomfortable to be dining there and mid meal I approached the front desk to ask who the restaurant manager was and…THE MANAGER WAS OUR WAITRESS. That’s really beyond. Sadly the dinner fare was tasty, so i wonder if the empty restaurant is a byproduct of its service. (Yelp seems to think so.) For breakfast, a different waitress was much friendlier but the breakfast food, my god the breakfast food, it was horrifyingly inedible and the service was so slow that at a certain point when there was no waitress in sight for more than 15 minutes straight, my husband got up and served himself coffee from behind the bar. When the waitress turned up with our food, we jokingly asked if she’s also making the food and she said she’s “helping” in the back. Mind you, there was one other family in the restaurant and one single diner besides us. None of the food we ordered required much prep - a pastry, fruit and two oatmeals. It’s a scoop and dump kind of prep. To add insult to injury, we were presented our two “overnight oats” in a regular bowl and in a to-go bowl because the empty restaurant was “out of bowls”. This restaurant will ruin the hotel. It was that negative of an experience. Oh and there’s a mandatory “Covid fee” on top of it all on each meal, at a time where life is virtually back to normal and mask mandates are over. Excuse me? We will be having breakfast elsewhere to avoid being insulted and fed slop. My husband asked the front desk yesterday morning to have the hotel manager call me. It’s been 24 hours and I’m still waiting. We are...

Our recent stay presented a mixed experience that highlighted both the potential and the areas for improvement in your establishment. While we encountered several challenges, we also witnessed moments of genuine customer service that demonstrated your team's commitment to guest satisfaction.

Dining Experience The restaurant presented inconsistent culinary performance. Our dinner order included: • A burger for our children • Gluten-free pasta with duck confit and broccoli rabe

During our dinner, we encountered some challenges with food preparation. Initially, a burnt burger was served, which the staff promptly replaced. The replacement was extremely rare, presenting another issue for our children's meal. Our gluten-free pasta dish arrived overcooked, with the broccoli rabe unexpectedly bitter. The duck confit, however, was well-prepared and enjoyable.

With young children waiting and the evening growing late, we found ourselves making do with a meal that was far from the enjoyable dining experience we had anticipated. The constant cycle of sending dishes back, waiting for replacements, and receiving food that failed to meet even basic culinary standards turned what should have been a pleasant family dinner into an exercise in patience and compromise.

The restaurant staff demonstrated a commendable willingness to address our concerns, offering to replace dishes and showing genuine interest in resolving the issues. While the meal did not meet our expectations, their professional approach and service attitude were appreciated.

Around 1:00 AM, our room became uncomfortably warm. The air conditioning unit was not only ineffective but produced loud noise that disrupted our entire family's sleep. ((Maywyn at the front desk did offer to move us, however moving two small children in the middle of the night is an even more daunting feat.)) Turning off the system in hopes of a natural cool-down proved ineffective, leaving our entire family awake and restless. By 6:50 AM, we had collectively surrendered to a night of interrupted sleep.

The breakfast service further complicated our dining experience, with multiple order preparation errors that tested our patience, particularly with young children awaiting their meal.

Despite the challenges, we were genuinely impressed by certain staff members: • Maywyn and Amin at the front desk provided exceptional service - as did the young woman from check in. • Billy from the restaurant demonstrated commendable problem-solving skills • Staff consistently showed a sincere desire to resolve issues, though it might have been a more pleasant experience had the manager made contact with us without Hilton's assistance.

Constructive Feedback While our stay did not meet our initial expectations, we believe these observations can help improve future guest experiences. The foundational elements of a wonderful accommodation are present, and with targeted improvements, this hotel could...