Hilton Arlington National Landing — Hotel in Washington

I expected more from a Hilton hotel. I am going to try and be fair here. I've lived in Norfolk, but I remember when I visited the DC area last time I got a huge sticker shock. Generally things are more expensive here. This time I was on a business trip, so my company picked up the tab. If I do come back to this area again (which I may in the next month or two) I will pick a different hotel next time.

First of all, I got to the airport and waited for the hotel shuttle to arrive. I watched the Marriott, the Hyatt, and a few small hotel shuttles pass twice each before I gave up and caught a cab. When I got to the hotel the shuttle was sitting in the turnaround with no one in it. Every time I have walked past the shuttle is in the same place, no matter what time of day. Next, when I checked in I was sick and lost my voice. I wanted to ask for a quiet room, but the acoustics are terrible in the lobby and the lady could barely hear anything I was saying, although she smiled sympathetically and tried hard because she realized I was sick. I got a room directly across from the freight elevator and just down the hall from a room where they are doing construction. They are nice enough to limit the hours from 8am-6pm, which under normal circumstances is reasonable, but in this case I was very ill and wanted to rest in between, which just didn't happen because it was so dang noisy. I will give management the benefit of the doubt and say they probably would have done something to help, but I was too worn out and still couldn't talk well so I didn't have the energy to complain or to move to another room.

On the outside the hotel is even more concrete and depressing than the buildings around it. On the inside the facade has been updated to look crisp and clean, but if you look closely you can see how old everything is and the places where it's been covered over and patched up. The bathrooms are tiny and hard to move around. The flat screen TVs are also small and older. The bed was comfortable.

I used the market in the lobby a couple of times. I have food allergies so there wasn't much I could eat, but at least a few snacks. I was very excited to see they had Illy's esspresso and the first day I got a latte with soy milk, it was the only non-dairy option they offered and the lady had to dig it out of the back of the fridge. The next day I went back and they were replacing the coffee machine so I couldn't get anything but drip. I tried the breakfast/lunch restaurant in the hotel for breakfast one morning and was not impressed at all. It was a slightly upscale version of the free buffet breakfasts you would get at a Holiday Inn Express, except they charged $15! For that much I better get a sit-down menu ordered meal with some nice choices.

Overall not my best experience and certainly not what I would expect from a Hilton hotel. I think I'll stay at the Marriott next time, their airport driver was very kind and said if his shuttle wasn't so full he would have just taken me to the Hyatt instead of me waiting.

The best part of the stay was the service. I didn't see housekeeping, but I was sick and left the room way more of a mess than I normally would and each day I would come back to a perfectly clean and organized room, without my personal things being disturbed. I even left a note once and asked for extra tissues, which they left for me. The second time I went to the market for coffee they had not getting their next shipment and there was no non-dairy milk. The women felt bad that I came for a latte two days in a row and she couldn't help me so she gave me a complimentary snack, which was...

To provide a background of why I rated the hotel at three stars, I would like to state that my Fiancé and I often frequent the Hilton Brands. Previously, he worked the front desk at a Homewood Suites. Due to his experience, he prefers to book the respective brand for an out of town trips. As a result, I was quite excited to be staying at a Hilton Hotel. This impression continued for the first half of my stay in which the room was spacious and clean. Unfortunately, my flight from Dulles Airport was not successful and I returned to the hotel for an additional two nights. Firstly, I am thankful the hotel was available; however, I was quickly appalled at the state of the room. Within all three full- body towels present in the bathroom, I found small curly pubic hairs. I called the front desk, and was unable to reach a representative until the end of five rings on my second call to the desk. During the first phone call, the phone was picked up briefly before the line was dropped. During the second call, I promptly relayed the concern to the Guest Services individual who stated that they would send for new towels. I thanked the representative, and waited an approximate hour from 8:30 - 9:33pm before calling the desk once more. To be completely frank, I was wanting to clean the day's grime away. At the end of the second phone call repeating a similar process to the first time, I was met by whom I believe was the Guest Services Supervisor. I was quickly helped upon the mention of the hairs with the promise of "I'll take care of it myself." Therefore, receiving a knock a few minutes later from a Housekeeper with new towels. I asked the Housekeeper to dispose of the hairy towels. To which, I was met with a "right now?" The housekeeper directed me to remove the towels placing it in the hallway - I was disgusted that I was to remove the towels without any gloves present. I was already disgusted when I was ready to shower and found that there were hairs lining the linen. Despite that, I was complied and put the towels in the hall. Going to sleep, I was of a mind that there would be no other worries - I found a long curly hair on the side of one of my pillows. Currently, my hair is short and straight. Needless to say, I was questioning the cleanliness of my room throughout the night. The next morning, I met the housekeeper assigned to my room mentioning that I would like new pillowcases. Upon removing them, I noticed the pillows were stained inside. The housekeeper also struggled to find new cases for the pillows that were clean noting the struggle to me at the conclusion of our interactions. Despite the obstacle, the housekeeper was quite sweet and comforting stating that hairs were often present on the pillows. At times, customers would have too much hair and they would not be able to be cleaned properly. Needless to say, I was disappointed with the state of the hotel. The only reason I stated two stars rather than one star with how the cleanliness of the hotel was less than expectation was the help of the Housekeeper and Guest...

This was by far the worst experience I have ever had at any hotel. Upon arrival it took nearly an hour to get from the parking garage to the hotel with our luggage just to check in because unbeknownst to us when we booked the hotel, there is construction resulting in only one elevator working for the entire hotel. We were told that the elevators would be fixed within a couple days which never happened. For the first 2 days we had to take the service elevators through the bowels of the hotel because my daughter is on crutches and cannot walk 4 flights of stairs to our room. Due to the construction the water pressure was so bad that you could barely get the shampoo out of your hair. There safe was not working and nobody was available to fix it. I hid electronics and narcotic pain meds under clothes before we left our room. Upon arriving back to our hotel, I discovered my pill bottle with pain meds laying on top of my clothes. I thought that was strange and started counting my pills before leaving the room. The following day we returned to our room to discover that it had never been cleaned. The following day after being out all day we returned to our room smelling from someone smoking marijuana in our room (which we could not smell in the hallway). I also discovered 2 pills missing from my pain meds. That was the last straw as we demanded to be transferred to a sister property. If you’re looking for a great hotel, do yourself a favor and run as far away from this one as possible. The good thing is that the embassy suites DC convention center was a great stay.

At time of departure, Hotel GM Ben stated our money would be refunded for our stay. As of 6 weeks after leaving the hotel, not only has our money not been refunded but we received an email stating that the hotel would not refund it or do anything further to help and that we should dispute it with our credit card company. Ben refuses to return phone calls and I have not received a police report or even report number that Ben stated emphatically he would file regarding my stolen narcotics. This will be escalated to Hilton corporate. DO NOT STAY...