AC Hotel Washington DC Downtown — Restaurant in Washington

Dear General Manager,I am writing to express my disappointment regarding the experience my party and I had during our recent stay at your hotel on June 28th-30th . We chose Marriott for its renowned reputation for excellence, but unfortunately, our experience fell far below our expectations.Firstly, we had arranged with the catering manager for a large party of 27 to dine during the designated happy hour time. However, it became apparent that the hotel manager and staff were not informed about this arrangement. Upon our arrival, we were told we could not order separately and had to order together, despite this being previously discussed.Additionally, the restaurant did not have enough waitstaff, leaving the bartenders to cover both the bar and our large party. This led to delayed and subpar service. Drinks were not refilled, and some guests had to purchase drinks from the front desk snack bar just to have a beverage. When our food arrived, the bartenders were unavailable to serve it, and the chef was left to distribute the orders without knowing which table they belonged to. The servers/bartenders did not check on our tables after the food arrived, nor did they provide napkins. Guests had to ask for basic essentials such as silverware repeatedly.When we asked to speak with the manager on call, he stated he was unaware of the large party and could not assist us. It was disheartening to see that no one from the management team stepped in to help the bartenders or the chef with the service. This showed a complete lack of leadership from the hotel and restaurant personnel.Furthermore, when it was time to pay, the checks were not separated by individual tables as previously arranged. The bartenders claimed they could not do this due to the size of the party, which I find hard to believe. When we attempted to correct the checks, the female bartender became very condescending and unhelpful, suggesting we figure out who ordered what ourselves. Some guests ended up paying for food they did not order just to move on with their evening.Overall, the experience was lackluster at best. While the food was hot, the poor service made us decide not to dine at the hotel for the remainder of our trip.I hope you understand the gravity of this situation and take the necessary steps to ensure that future guests do not have to endure such an experience. I look forward to hearing from regarding how you plan to address...

Interestingly the GM responded to this review but has not given me a call back. I had the worst experience at this hotel and it has completely turned me off from Marriott as a brand. I booked a room over a week in advance in the Marriott app with a valid credit card. Upon arrival I was told that they only had accessible rooms remaining. I asked if it was at all possible for me to get the room I booked and as the front desk staff was looking into it, the operations manager Ciara came over and told me my reservation was actually cancelled because the “advanced authorization” she performed that day did not go through. First, I’ve never had Marriott perform an advanced authorization, and even if they do, they confirm the card info upon checkin, not before. She said she had emailed me to confirm my card info. That email was sent at 4:42pm on my check in day. I walked into the hotel to check in around 5pm that same day, so I don’t understand when she expected me to get back to her. She never apologized for the inconvenience and was very rude and condescending and had no empathy at all. As I was trying to gain understanding about what was going on she told me she “was not going to go back and forth with me”, as if I was not a paying Marriott customer and Bonvoy member. And as if I wanted to be standing there talking to her for an hour on my anniversary when I have dinner reservations to get to. I called customer service and they informed me that my reservation was not cancelled on their end and even if it had been, there were still rooms available. I booked another room with my updated card (because a room was available as they said) and Ciara told me she could not honor my reservation. At this point I was extremely confused so I called customer service again and Fernando, a manager, was very apologetic and called the AC to see if he could get my room reinstated “in accordance with Marriott policy”. Ciara told him no and even he couldn’t make sense of what was happening and opened a customer service case on my behalf. I ended up getting a room at a nearby Hyatt and had a MUCH better experience there. Do...

BEWARE THEFT AT THIS PROPERTY

Writing this review a marriot ambassador member.

Stayed at the Ac Washington DC downtown on 9/2/23, everything was nice and normal, had two rooms booked, location was perfect for what we needed, rooms were very clean and in great shape.

Upon checking out and brining the bags downstairs we left the room for no longer than 10 min, noticed we forgot two pieces of jewerly, a diamond band and gold ring, went right back to the room to grab the items, when we got to the room everything was already stripped and the rings was missing.

We went to the front desk to notify them of the items we left behind, the cleaning people and housekeeping manager was notified, both the cleaners for the room and the manager said no items was left behind. I then demanded to go back to the room with the front desk attendant to check with a hotel employee one more time, after we went to walk the room again the front desk attendant left us on the floor, while waiting for the elivator we was the house keeping staff, smiling with the biggest grin we asked if any items was left in the room they said no, until we started to walk away then it got a little interesting.

Good thing I paid attention in Spanish class and knew what they was saying, responded in Spanish and clearly told them I understand and for them to do the right thing and to return the items, went back to the front desk, because saying anything the front desk attendant told us the house keeping manager confirmed there was definitely no items left in the room. We asked for the names of the housekeepers and said we needed to file a police report, few minutes later they rings mysteriously just showed up. We got the items and left.

This was a very unfortunate sequence of events and the unique handeling of protocol show this is a common occurrence and the hotel employees have a system of working together and having each other's back when somone finds and item they feel they should keep. Please be very cautious with valuables at...