West End Washington DC, Tapestry Collection by Hilton — Hotel in Washington

Let me start by saying, I am a loyal Hilton customer. With numerous college kids and kids in travel sports, we are frequent travelers. I stayed at this hotel in Feb 2023 and had no issues. Therefore, booked again for a stay Feb 15-17 2025 and it was a completely different experience.

Check-in on a Saturday afternoon for 2 hotel rooms went smoothly. Front desk was welcoming and thorough in explaining where parking was located (across the street at the Ritz Carlton). Got to room and found that what appeared to be a sofa on the website was actually a chaise lounge. So I called down for a rollaway bed. We were notified that we would have to pay an additional $20/day. OK, since I had no choice, I agreed to it. It was rolled into our room as we were heading out the door to get to my daughter's volleyball tournament. Returned to the room at 10pm and discovered there were no blankets provided with the $20/day rollaway bed and that we had 2 towels in our room. Let's be real, a woman uses at least 2 towels - 1 for body and 1 for hair. 2 towels in a room with 2 woman is not enough. I called downstairs asking for extra towels and blankets for the rollaway. I was informed that I would have to come get them myself. Ummm, ok. Not the best customer service, actually no customer service, but the blankets/towels were needed to I went and got them. I haven't even addressed the state of the rollaway bed. It was AWFUL. When it was opened up the mattress sunk in the middle and you could see the springs. We thought it would eventually pop-up and come to life. Not even close. Would have been better off sleeping curled up on the chaise lounge. Absolutely not worth the $20/day charge.

Sunday morning started with an ice cold shower. Seriously, ice cold 5 minute shower and the water never warmed up. To top it off, the body wash bottle on the wall of the shower was empty. When we went downstairs to head out for another day of volleyball, I spoke to the front desk about the cold water and was told it happens when the weather is cold. This was not the case for my daughter when she took a shower the previous night. I also asked for additional towels and told them we were out of bodywash. We arrived back at the hotel after 10 Sunday night. The beds had been made, so clearly housekeeping had come by. They didn't provide additional towels nor did they replenish the body wash. My daughter began to pack up her stuff since we had to be up and out early Monday morning. It was at this time, she discovered that her short sleeve, light purple jersey was missing. She had left it on the floor with her towel from the previous night and her black spandex shorts. Needless to say, we looked everywhere and couldn't find it.

Monday morning started with another freezing cold shower. When we went to checkout, i informed the front desk of the missing jersey. She asked if asked for housekeeping to come into the room. I told her no, we only asked for towels and body wash, but instead had towels and trash removed, beds made, but no body wash and we now had a missing jersey. She called the head of housekeeping and they came to talk to me. She agreed that our room had housekeeping come in, but they provided the body wash to a different room number. I asked if it was possible the jersey was removed with the towels since they were in the same location and we had the spandex that were there, but not the jersey. She said they would check the laundry room. After about 5 minutes, they informed me that it was not there.

So 2 nights, no warm showers, minimal towels, no body wash, a rollaway bed of springs that cost us an additional $40, had to request our own blankets, retrieve our own blankets/towels and now a missing jersey that has to be replaced for $70. A very frustrating and disappointing stay is an understatement. Polar opposite of our experience from 2 years ago. Absolute waste of money. Rarely will I write a negative review, but it was a MUST...

Let me start by saying, I am a loyal Hilton customer. With numerous college kids and kids in travel sports, we are frequent travelers. I stayed at this hotel in Feb 2023 and had no issues. Therefore, booked again for a stay Feb 15-17 2025 and it was a completely different experience. ||Check-in on a Saturday afternoon for 2 hotel rooms went smoothly. Front desk was welcoming and thorough in explaining where parking was located (across the street at the Ritz Carlton).|Got to room and found that what appeared to be a sofa on the website was actually a chaise lounge. So I called down for a rollaway bed. We were notified that we would have to pay an additional $20/day. OK, since I had no choice, I agreed to it. It was rolled into our room as we were heading out the door to get to my daughter's volleyball tournament.|Returned to the room at 10pm and discovered there were no blankets provided with the $20/day rollaway bed and that we had 2 towels in our room. Let's be real, a woman uses at least 2 towels - 1 for body and 1 for hair. 2 towels in a room with 2 woman is not enough. I called downstairs asking for extra towels and blankets for the rollaway. I was informed that I would have to come get them myself. Ummm, ok. Not the best customer service, actually no customer service, but the blankets/towels were needed to I went and got them. I haven't even addressed the state of the rollaway bed. It was AWFUL. When it was opened up the mattress sunk in the middle and you could see the springs. We thought it would eventually pop-up and come to life. Not even close. Would have been better off sleeping curled up on the chaise lounge. Absolutely not worth the $20/day charge.||Sunday morning started with an ice cold shower. Seriously, ice cold 5 minute shower and the water never warmed up. To top it off, the body wash bottle on the wall of the shower was empty. When we went downstairs to head out for another day of volleyball, I spoke to the front desk about the cold water and was told it happens when the weather is cold. This was not the case for my daughter when she took a shower the previous night. I also asked for additional towels and told them we were out of bodywash. We arrived back at the hotel after 10 Sunday night. The beds had been made, so clearly housekeeping had come by. They didn't provide additional towels nor did they replenish the body wash. My daughter began to pack up her stuff since we had to be up and out early Monday morning. It was at this time, she discovered that her short sleeve, light purple jersey was missing. She had left it on the floor with her towel from the previous night and her black spandex shorts. Needless to say, we looked everywhere and couldn't find it. ||Monday morning started with another freezing cold shower. When we went to checkout, i informed the front desk of the missing jersey. She asked if asked for housekeeping to come into the room. I told her no, we only asked for towels and body wash, but instead had towels and trash removed, beds made, but no body wash and we now had a missing jersey. She called the head of housekeeping and they came to talk to me. She agreed that our room had housekeeping come in, but they provided the body wash to a different room number. I asked if it was possible the jersey was removed with the towels since they were in the same location and we had the spandex that were there, but not the jersey. She said they would check the laundry room. After about 5 minutes, they informed me that it was not there. ||So 2 nights, no warm showers, minimal towels, no body wash, a rollaway bed of springs that cost us an additional $40, had to request our own blankets, retrieve our own blankets/towels and now a missing jersey that has to be replaced for $70. A very frustrating and disappointing stay is an understatement. Polar opposite of our experience from 2 years ago. Absolute...

Man, I love Hilton hotels and have never had a bad experience until this one. This hotel is easily the worst hotel I’ve ever stayed at.

First of all, when trying to access the hotel, the entire road was closed for construction. I called the hotel and asked how to get to the hotel, and all they suggested was to park several blocks away somewhere and walk to the hotel. This resulted in 30 minutes circling the area until I found a spot.

Secondly, they don’t have a parking garage. They tell you to go to the Ritz-Carlton hotel and park there. This is incredibly inconvenient.

Third, if you are a Diamond members, you get no perks. You are supposed to get $15 credit for food, but they don’t honor that.

Fourth, they don’t have a restaurant at the hotel, so you can’t get any food here.

Fifth, the “free breakfast” you get is appalling. It’s located in the cellar of the hotel, and this area is disgusting. There was mold on walks, the wooden floor was super sticky, and when I went in the morning, no one was even there. You get no hot food, and at most you can get a pre-made sandwich and microwave it. The food is set up on the bar table. It was so bad that We didn’t even eat anything, we just left.

Sixth, the rooms are not clean. I saw several dead bugs in the room, making me question whether they actually clean the rooms. I have included one picture with a dead bug.

Seventh, they don’t have a gym at the hotel. A simple necessity that is at any other hotel in the city.

Eighth, the elevators are terrible. These are so small that barely ONE person can fit in them. If you try going with 2 people, you will be touching. It’s so bad that you can’t have more than one at a time.

And finally, if you require a wheelchair, don’t come here. It is not wheelchair accessible at all (many stairs before getting to the area with elevators).

Overall, stay away from this hotel as it was easily the worst hotel experience...