Marriott Marquis Washington, DC — Hotel in Washington

I'm truly disheartened to share my recent experience at the Marriott Marquis in DC. As a Titanium Elite Marriott Bonvoy member, I've come to expect a certain level of quality and service, which, unfortunately, was not met during this stay.

We booked two rooms using points, a decision that quickly seemed to influence the quality of our accommodations. From a chair with peeling faux leather to a non-functional phone, the initial impression was disappointing. It felt as though these rooms were less maintained, perhaps because of our method of booking.

The real concern arose when we discovered a bed bug late at night. In a panic, we immediately sought help from the hotel staff, only to be met with a response that lacked the urgency and compassion we expected. We were left in the hallway, hastily bagging all our belongings to avoid further contamination, feeling more like an inconvenience than guests needing assistance. — which by the way we had to ask for they showed absolutely no care on what we were going to do with our belongings.

Attempting to address the situation in the morning, the empathy and resolution we hoped for were still absent. We were initially offered 20k points (the original reservation was over 100k points) for our trouble with the smoke detector, but nothing for the distressing bed bug discovery — because that had to be done through a claims system. Which i understand there are different policies for bed bugs, but regardless of any of that we found a bug on their bed. We asked to speak to the manager and were told they were in a “meeting”. It was only after I directly contacted Titanium Elite services, who then communicated with the hotel, that a manager was brought into the conversation to offer a solution for cleaning our belongings, which still doesn’t alleviate a lot of concerns but at this point we have no other options.

Amidst all this, our second room received an unexpected knock from housekeeping at 9:20 am, informing us it was time to check out, adding to the stress of an already taxing situation.

Reflecting on this visit, it wasn't just about the rooms or the points but the overall lack of care and understanding in handling a genuinely distressing situation. The necessity to escalate to Titanium Elite services to receive due attention underscores the gap in the hospitality and care we expected. Hospitality, at its core, should be about making every guest feel heard and cared for, a mark that was sadly missed this time around.

I’ve stayed in DC several times mostly in the JW Marriott by national mall, and even few in the Ritz West End and never have I experienced...

I came to this hotel 7 years ago for an anime convention with friends. At the time I wasn't the person in charge of paying for the room and services. Fast forward to last weekend it was my turn to take care of the charges and services. I came this year for the same anime convention with my Wife. I had setup my reservation with this hotel 2 months in advance and called for details for parking my car. I live in NJ and I drove all the way to this hotel for the event with my Wife. So after arriving at the hotel I encountered my first issue with this hotel. I pulled up to park behind other guests vehicles as they had staff pull thier bags out and bring them into the hotel lobby. I was directed by valet to the right side of the lane. After I pulled up the attendant apologized and told me that their was no room for vehicles at this time and that there was parking in the area. I told the attendant that I had a reservation in advance and I drove a long distance. I also explained that I would not park my car anywhere else. After some back and forth I asked for a manager. When that person came he explained the situation again. And I explained that I wanted my car parked in that garage. So I ended up getting a hotel manager and having the situation handled. My 2nd issue with this hotel. The staff didn't listen to my whole issue with late checkout. I told them when I arrived I wanted a late Sunday 4pm checkout. They charged my card and gave me proof in a receipt. My 3rd and final issue came last Sunday when I was out with my Wife in the area on a date. Little did we know the staff blocked our cards to the room as they though I had a early Sunday check out at 11am. I again went to the main lobby asked for a manager and showed my proof for a 4 pm checkout. Im highly disappointed with the staff and service of this hotel. And I'm sad that they only do first come first serve for hotel vehicles, even if you have already paid and reserved. If I didn't have parking I would have had my funds refunded and just drove back home. Or to another hotel. To be fair, I will be back next year for the same convention. I just won't use this hotel again. Other than that the positives were: the gym, the location close to the convention, and the easy access to several stores, shops, and restaurants...

I had stayed at the Grand Hyatt in April for a business trip - the front desk were inexperienced and the same rude individual met us at our late check in and check out, and she could not get us a taxi at 4am so we almost missed our flight. Incidentally both the taxi we did get here in April and the one we got at Marriott in July, knew this staff member as rude from other customers and their own experience. |I had another business conference in July and opted to stay at the Marriott Marquis! This hotel was one of the best we have ever stayed at! The experience as an international client was transformative for the stay in DC.|On entry, Debra made us feel welcome and ensured as Marriott members we had all we needed. Stephany Singh the Assistant manager coordinated my trip from prior to the visit and continued to ensure all was well throughout my stay and at departure, knowing I was an international visitor and had had a poor experience at the Hyatt. ||Stephany made sure the bill was correct and incidentals returned and that Kennedy was there to collect my suitcase and have a taxi waiting at 4am for check out! She is an incredible manager and even checked all went well upon my return home! ||The hotel rooms were clean and housekeeping offered excellent service everyday. The staff were pleasant and the lobby restaurant had excellent and knowledgeable staff.||Grand Hyatt does not return your incidental fees, which you only learn is not returned to you after you leave, even if you don’t use it. Their manager defended this rather than considering the review of the customer. ||If you are an international visitor to DC, you will be comfortable and feel cared for at the Marriott Marquis. I have returned to work feeling rested, with a memorable stay at the Marriott where I felt safe and cared for, essential as an international client. I wish Stephany Singh, Kennedy, Debra and the housekeeping staff the very best for their absolutely excellent service during the week I spent there for...