Yours Truly DC Hotel - Vignette Collection by IHG — Hotel in Washington

We were assigned room 1201. There is no 13th floor in the hotel, as is customary. The 14th floor is a nightclub. On the night of Saturday November 16th, that nightclub was already going at 6pm. When we stopped by our room to drop off some things at 6:30, we noticed the noise from the nightclub - booming bass and drums - was excessive. There are two elevator banks at the hotel - one is for all floors, and one is only for floors 1 - 15. That latter one is quicker for people on those lower floors. At 6:00, a bouncer was present and forbade hotel guests from using those elevators. I was a second-class person in favor of clubgoers.

I want to note here that there is a bar on the 15th floor and a nightclub on the 14th floor. I challenge you to find any substantive mention of the club on the 14th floor on the hotel's website, beyond mentioning that it exists.

We complained at 6:30pm about the noise and the bouncer situation. The front desk said the hotel was sold out so we could not be moved. Nothing was done about the bouncer.

That night, we did not get any sleep until the nightclub stopped operating at 4am. (The front desk "mistakenly" told us it would shutter at 3:30am). Again - being on the 12th floor, this nightclub was literally 8 - 9 feet above our heads. The noise and vibration was impossible to ignore or escape. We left the TV on to try and drown it out, to no avail. A call at midnight to complain resulted in absolutely nothing.

We left to check out around 8:30 and complained. A manager came out. We explained everything written above. He thanked us for being Silver members and then basically told us that "every booking site" mentions that there is a nightclub and warns people. I did not use a booking site apart from IHG's own. I looked again at the listing for this hotel and there is not one syllable written in warning about a nightclub operating on the 14th floor until 4am on Fridays and Saturdays. The only warning tells us that the pool is not in operation. I was given a refund of my "resort fee" and 10,000 points, which is good for about 1/3 of a weekend stay in a big city.

Incidentally, we had stayed here once before - in September 2023 - in room 1009 and we had no problems whatsoever. Room 1201, however, is an absolute nightmare of a disaster and literally should not be sold to anyone other than people leaving the nightclub in need of a place to crash.

The gaslighting from the manager about how the bouncer isn't supposed to bar hotel guests from using the elevators and how we should have known about the club and the noise was simply unacceptable and unwanted. Under normal circumstances, at check-in someone should have warned us that the room is directly under a nightclub that operates until 4am blaring loud techno music and is that ok. We did not get that courtesy, and frankly given the fact that this is a hotel we should have been offered a refund due to the fact that we did not get any measurable sleep until 4am.

The room was otherwise fine, the location is fun, but this facility needs to decide if it wants to be a hotel or a nightclub, because it is unreasonable for it to be both and expect people...

I am writing to provide feedback regarding an experience that was meant to be a memorable and enjoyable weekend at Yours Truly Hotel, where I had planned a surprise birthday celebration for my CFO. Unfortunately, the series of events that unfolded left me deeply disappointed and frustrated.

After checking out of the Marquis Hotel in New York, we arrived at Yours Truly around 4:00 PM, only to be informed by the front desk staff (a male agent) that we could not be accommodated due to an outage that had been known since 9:00 AM. I was told that the agent had tried to contact me, but I can assure you that neither my phones nor email were used to reach out. Had I been informed earlier, I would have opted to stay in New York at the Marquis, where I was already settled.

What made the situation worse was the lack of communication and support from the front desk. I had to quickly make alternative arrangements, and my carefully planned birthday celebration turned into a chaotic situation. I was extremely upset that I had no prior knowledge of the move, and the lack of transparency only added to the frustration. I would have appreciated being given an option to either remain in New York or travel to a new location.

I requested to speak with the General Manager, who I was informed was busy. However, as a businesswoman myself, I conveyed that I too was busy and insisted on speaking with them as soon as possible. The response from the front desk agent to my concerns was dismissive, and I observed that the staff lacked empathy, especially when dealing with other guests who were unaware of the outage.

When I was finally able to speak with the General Manager, I was informed about the outage, which I understood. However, I still feel that, as a paying customer, I should have been given the option to stay in New York or make an informed decision. I was also disappointed when I was told that the hotel at the alternate location (Churchill) could not guarantee anything special for my guest’s birthday. This further added to my dissatisfaction.

While I understand that unforeseen issues may arise, I was extremely disheartened by the way this was handled. As a result, my CFO’s birthday weekend was ultimately ruined.

I am unable to provide feedback regarding the rooms, as I never had the opportunity to step foot in one. The only thing I saw was a dark entrance leading to the front desk area. On a more positive note, I would like to acknowledge the excellent service provided by the bellmen, who were very apologetic, even though they had limited information to share.

The location of Yours Truly Hotel was convenient, being close to restaurants and attractions, which I appreciated. However, the overall experience was overshadowed by the lack of communication, lack of options, and inadequate customer service, which I hope you will take into consideration.

I look forward to hearing from you and discussing how you plan to address this situation.

Carolynne S. The Cecilia...

This hotel was a big disappointment, between the condition of the room, suprise fees, and the front desk staff, I will not be returning. When we got to our room, it looked as if our door was slightly open and I knocked incase someone was in there. Turns out the door doesnt actually shut flush with the frame so there is a slight gap. This is similar with the bathroom door as it does no shut fully leaving a gap. So if you enjoy hearing all sounds from the bathroom, this is the place to stay. The state of the room was fair, there were chips in the drywall and grime around the toilet & vanity. We had asked the front desk if there was a microwave we could use, we were informed someone would bring one to our room. We had not received one by the following night so I checked back with the front desk to be informed they dont bring microwaves to the guests rooms, but there is one available on the 6th or 7th floor. The condition of the microwave/room was rather disgusting. The day before we left we wanted to check out the breakfast. I stopped by the front desk as we were told we needed a voucher for breakfast; the lady gave me said vouchers. I decided to double check prior to getting breakfast that it was complimentary with our stay, turns out it is not. It is $25/person. I said that we would not be using the vouchers then and gave them back stating I didnt want to be charged. Upon checkout and looking over my receipt, I noticed there was a $200 charge to my card. Listed was a "destination fee" for $50 each day of our stay along with a breakfast charge. When I asked about this, they willingly removed the breakfast charge however when I asked for clarification about this "destination fee", I was told that it is to cover the amenities and voucher we were given at check in....we did not receive any voucher. This voucher included a cash value for the hotel restaurant, discount on cab/bus fair, and a few other things that I didnt get a chance to read. After talking to the manager, she informed me that due to them being "in the heart of DC, we a resort and to be considered a resort this is the fee charged" however she will "refund me this time since we didnt receive the voucher but at least I know for next time I stay here that this will be an added charge". So honorable of her to refund me for something we had no knowledge of. How ridiculous in my opinion. Why would you not just include this in the room fee. And say we decide not to take advantage of said "amenities"....we would still be charged for this "destination fee". My family has done extensive traveling, and we have never come across a "destination fee" before. All in all very disappointed with this hotel and will not be staying here again or recommending this...