The Westin DC Downtown — Hotel in Washington

EDIT: management did reach out to me as a result of the review. Genuinely concerned. I appreciate the effort and the personal contact. The staff here is definitely top notch.

I am currently on day 3 of a 5 night stay. First, I want to say that the Staff in the lobby and at the restaurant are wonderfully helpful and fantastic. BUT... the internet and TV quit working today, no one answers at concierge or express services, I even called the hotel directly from my mobile and NO answer. Sure I can go downstairs to tell them but I am exhausted and not going to be nice if I have to do that so I am using the hot spot on my phone to get internet on my laptop to watch TV and check email.

I wasn't going to complain about how dusty and hairy my room is but since I am now no longer a happy camper I will say that the bathroom is dusty, there was a huge wad of hair in the shower and another on the floor near the bedroom, not to mention other random things so it looks like maybe they ran a swiffer over the tile but did not in any way vacuum the rug. The toilet tank, the tissue cover box and counter top are thick with dust. The sink drain smells very strongly of mold (I thought it was the water but I'm pretty sure it's the drain because it drains very slowly). The shower door is absolutely disgusting, which became very visible once the glass steamed up. Ew. There was a gnat in the bed, under the corner of the sheet. Not smashed just dead... the fitted sheet was not pulled all the way over the corners near the wall so I pulled up the sheet to stretch it over the corner. Weird, but not a bed bug so could've been worse.

I've heard you should never use the glasses in the hotel room because they are not washed, just wiped out... there was a hair in the one I picked up so had to wash glasses for drinking and to hold my toothbrush.

For such a nice room the bed cover is in terrible shape, if it were mine the dog would get to have it. The TV does not swivel even a little so unless you are in the bed you cannot see it. Of course mine quit working this afternoon so it's not really an issue now lol, I don't watch TV in bed anyway.

There are good things - I love the water bottle filling stations and the bed and pillows are comfy, towels are fluffy and the staff has been more than helpful. Well at least until I tried to reach them by phone, which could very well be related to the internet outage...?

Hopefully tomorrow they can get this WiFi/TV situation...

UPDATE: After my review, someone from the Westin reached out to me to discuss my experience. He was very understanding and concerned with my experience, where I felt like he actually cared about improving the hotel after what I reported. He apologized and based on his response I could tell that the hotel will try to avoid this in the future.

ORIGINAL: First, I was moved from the Downtown location to the Georgetown location about two hours before check-in time. Considering I booked this hotel for its location to the convention center, this move was frustrating. Second, on the third night of my stay, I received an email asking why my things were still in the hotel room and if I was extending my stay-- even though my reservation was for another two days. Why was the hotel not aware of how long my stay was for and was I made to feel like a trespasser? Third, I was required to move BACK to the Downtown location on the final night of my stay, with no support from the hotel. Fourth, the Westin said I would receive a gift as a thank you for moving locations and that this gift would be found in my room upon arrival to the Downtown location. When there was no gift, I asked the front desk and they said that there was a note on my reservation that I would receive a gift that night. They said it would be some kind of food or drink. Of course, nothing was delivered to my room. When I asked the front desk about it again on check out, they said that they gave me an Uber credit as a gift. I said no, the uber credit was to offset the cost of needing to switch locations (as was described in the email I received) and then they said that they covered the cost of my stay at the Georgetown location and that was the gift. Again, I said no the front desk told me I would receive something else, and also my company paid for the hotel room and not me so how was that a gift? Finally, the front desk man said that there was no gift and that he was sorry that they mentioned it at all because they didn't have anything. So basically they just lied to me and moved me around and treated me not at all like a guest. Finally, I received two emails a few days ago telling me that my "room was ready" at the Westin. My trip ended last week. Clearly, this hotel doesn't pay attention or care about its...

As a gold Marriott Bonvoy member, this was my worst experience in 20 years of staying at a Marriott hotel. it took me more than one hour to check in, because internet was not working (I had difficulties for 2 days in accessing the internet as they were transitioning from the previous hotel system) and the room I had booked did not correspond to the one they gave me. They do not have IT support at the hotel and staff was extremely rude and patronizing, insisting that it was a problem of my phone (it was not: the phone was connecting fine with the internet system in the lobby, the problem was in the room). Having to deal with rude staff and such issues after a 10-hour journey is not ideal at check in. Only at my request the manager on duty gave me a 50$ credit for this inconvenience. The light on my bed board kept switching on by itself, including during the night, affecting my sleep. It took me 4 calls and 2 visits to the lobby desk before they fixed the issue (they simply disconnected that light). Very difficult to contact staff on the phone, either the line is busy or nobody answers, so everytime you need to go to the lobby. The walls of the room are so thin that you can hear everything that is going on in the room next to you, even if a person speaks with a normal tone of voice. Dessert choice at the restaurant is very limited and pricey: 15$ plus taxes for a microscopic slice of chocolate cake. At check-out there were some extra charges that were not due, they told me everything was OK and even emailed me a 0 balance invoice, except that when checking my credit card, I found that a charge was made, which resulted in having to waste other time to dispute the charge. I reported in writing the very bad experience I had at check in and with the rude staff to the general manager (twice) and I have never received a written response. The only positive things were that the room was nice (except they are not sound-proof), breakfast (extra) was good and staff of the restaurant nice, and the gym well equipped. But in light of the terrible experience and very poor consideration of customers, and extremely rude and untrained staff I do not...