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“Hotel was good, but the staff...”

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DoubleTree by Hilton Hotel Washington DC - Silver Spring
Ranked #7 of 12 Hotels in Silver Spring
Reviewed 18 July 2014

First the nice things about this place. Well, the location is great, just few blocks away from the heart of Silver Springs, which is very convenient for dining or entertainment. And there are public parking lots very nearby, so you won't really need to pay for the valet parking during weekends (free parking weekends in the public parking lots); Room was expected, Double Tree standard, which is comfortable enough.
The problem is that the staff is not doing its job well...
Our reservation was not in their system when we checked-in, which is due to the fact that the fax file was not picked up by the staff (we booked it through a third party web site, so they were supposed to fax our information to the hotel, which they did, but the staff apparently did not check there faxing machine that often). Then they denied us with our breakfast request, which we also booked and somehow they didn't see clearly on the fax they received... So this went back-and-forth several times, and the website had to fax the hotel again to confirm everything, and it was not pleasant. But I have to say that throughout this whole process, their attitude was very kind, my complaint is only about the staff didn't do their job well, not that their hospitality.
Overall I think the infrastructure is good, just that the service needs some improvement.

  • Stayed: June 2014, travelled with family
    • Value
    • Location
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Thank Han Z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 21 July 2014

Thanks for your review and do apologize for the confusion with your reservation details. I am happy to hear that you enjoyed the hotel and that you found the staff very freindly and accomodating. I do hope to see you return again in the future.

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731 - 737 of 1,105 reviews

Reviewed 16 July 2014

Stayed in this hotel recently. Room was well-kept on daily basis. Hotel was accommodating and allowed us to keep our luggage for a couple of days, while we traveled to other places. Came back to collect our luggage and everything was intact. Its also walking distance to train station.

  • Stayed: May 2014, travelled on business
    • Location
    • Cleanliness
    • Service
Thank BeeLeng118
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 18 July 2014

Thanks for the nice post and glad you enjoyed your stay with us. Hope to see you return soon! Safe travels.

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Reviewed 14 July 2014

Positives: Clean room. Value priced for DC area. A/C in room worked well. Negatives: NOT 2 blocks from the subway as is advertised on their website. Closer to five blocks. "VALET" parking equates to walking across the deck to get your car once the valet hands you the keys. The front desk refused to call for the car to be brought around because the valets were "busy parking cars." You think? As other reviewers have noted, the breakfast - albeit offered a variety of foods - was not cooked very well. Sausage not done. Potatoes old and stale. We were not given the correct number of breakfast vouchers on check-in. When we tried to get it corrected we were told to simply charge it to our room and get it taken off of the bill later. While the beds were comfortable and the hotel itself was relatively quiet, it is apparently situated in a high crime area as we were able to hear emergency responder sirens throughout the night. The bathroom is so small that you must shut the door before sitting on toilet. The automated wake-up call button on the telephone does not work so you must leave your wake up call with the desk. They missed making our call one out of the three mornings we were there. Overall, I wish we would have paid more and stayed in a better place, like the Embassy Suites in Alexandria or the Marriott in Crystal City. Proof positive that you get what you pay for.

Room Tip: Ask for a room away from the ice machine and elevators.
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  • Stayed: July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Thank Lisa55522
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 16 July 2014

Thank you for sharing your thoughts and do apologize for the noted items in your post. I am happy to hear that you found the room clean, quiet and beds comfortable. I am certainly disappointed to hear that you had challenges with other services in the hotel. I have shared your comments with members of the management team so they may follow up with the staff accordingly. I again apologize for these challenges as it is our goal to exceed expectations, we obviously fell short this time around. I do hope you allow us another chance to regain your trust in the future. .

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Reviewed 14 July 2014

Glad we picked Doubletree/Silver Spring while visiting DC. Very convenient to metro, as well as many shopping/dining choices. Each staff member we dealt with was extremely pleasant and helpful. There were three of us (2 adults/1 teen). We booked a 2 queen bed suite and had plenty of room. We had dinner at Sergio's which is located inside the hotel, and it was excellent - highly recommend whether you are staying at Doubletree or not. Will definitely stay here again if we return to the area.

  • Stayed: July 2014, travelled with family
    • Value
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Review collected in partnership with DoubleTree by Hilton
Thank Rhonda N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 16 July 2014

Thanks so much for the great post and glad to hear that you enjoyed your stay with us. Hope to see you return soon.

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Reviewed 12 July 2014

Walking distance from Silver Spring Metro which is ideal. The Hotel is located directly in the center of Downtown Silver Spring, so there is a ton of restaurants, shopping, movies and a whole foods and CVS within blocks. The only negative is that the bathrooms are tiny. Windows in rooms don't open, which is typical, but unfortunate.

  • Stayed: July 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
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Review collected in partnership with DoubleTree by Hilton
Thank Eric F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 14 July 2014

Thanks for the nice review and glad you enjoyed your stay. Hope to see you return soon.

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Reviewed 9 July 2014

The breakfast was not good at all, the quality of the food, not good, it took 20 min to cook two eggs and they came out wrong, the orange juice was so thick in pulp, the biscuit were hard and cold, the valet parking is a joke

  • Stayed: July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton
Thank Bryan L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 11 July 2014

I appreciate you taking the time to share your thoughts and do apologize for not meeting or exceeding your expectations in the restaurant for breakfast or our valet parking services. I have shared your review with members of my management team so thay can follow up accordingly. We do appreciate your business and hope the other elements of your stay were enjoyable.

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Reviewed 7 July 2014

Stayed here for 6 nights. Chose this hotel because it was near friends. Being from a city where everyone drives their own car everywhere, being 3-4 long blocks from the Metro doesn't really equal 'close to the Metro' but apparently in DC, it is. Anyhow, the hotel looks and feels older with a few positives and negatives. Positives - rooms are big. We had 2 room suite with 2 double beds, pullout couch and a couple of chaise lounge type chairs that were probably big enough for small children to sleep on. There were 2 pretty big flat tvs and decent cable. Front desk staff was very helpful and apologetic for problems. Pretty good size hotel for the money. Negatives - Only one window in sitting area which left bedroom rather dark. Layout of room was weird with no natural light directly in bedroom area. Breakfast was included in our rate but honestly the food was less than impressive hotel buffet food. Got tired of eating it after 2 days and ate elsewhere after that. There was a communication issue between the front desk and waitstaff at restaurant whereby every morning the wait staff took our breakfast vouchers while the front desk kept telling us that they shouldn't be doing that. Anyhow, front staff gladly replaced our vouchers each morning. Housekeeping - for 2 days in a row, we were left no towels. Nada. Zip. I noticed also that at the nice heated indoor pool there were no towels also. Interestingly, there are also no house phones that I could find. The only phones in the exercise or pool area call 911 directly. No way to call the front desk. I had to go down 9 floors to the front desk to notify them of the lack of towels at the pool issue. Probably took 30-40 minutes for towels to arrive and when they did they were hot. Like fresh from the dryer. Same for our towels for the room when we were left without any. I suspect the laundry is either painfully short of towels or housekeeping needs revamping. The area around the hotel has its share of homeless people but never felt dangerous though we never stayed out late. There are a vast array of ethnic restaurants in the area but honestly none of the ones we tried stood out vs eating near The Mall where the eateries were much better. Would I stay here again?? Probably not.

  • Stayed: July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank WarpNine1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
jimsalvo, General Manager at DoubleTree by Hilton Hotel Washington DC - Silver Spring, responded to this reviewResponded 8 July 2014

Thank you for taking the time to share your thoughts and will certainly review them with the staff. I am happy to hear you found your room comfortable and the front desk staff accomodating. I do apologize for the dealy with the towels as we have had many large groups staying with us that has put some extra workload in our laundry department. I do hope you allow us another opportunity to service your travel needs as we do value your business.

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Additional Information about DoubleTree by Hilton Hotel Washington DC - Silver Spring

Address: 8727 Colesville Rd, Silver Spring, MD 20910-3903 (Formerly Hilton Washington DC/Silver Spring)
Phone Number:
Region: United States > Maryland > Montgomery County > Silver Spring
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #7 of 12 Hotels in Silver Spring
Price Range: £73 - £167 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — DoubleTree by Hilton Hotel Washington DC - Silver Spring 3.5*
Number of rooms: 248
Official Description (provided by the hotel):
Our DoubleTree hotel in Silver Spring, MD is located near a lively entertainment district, the Metro Red Line commuter rail, and Interstate 495/Capital Beltway. Walk or take our hotel shuttle to the restaurants, shops and entertainment venues in downtown Silver Spring, or ride the Metro commuter train - only two blocks away - to Washington DC. Discover Silver Spring's pedestrian-friendly downtown. The hotel is close to the American Film Institute's Silver Theater, Round House Theatre, Discovery Communications, FDA, NOAA, Howard University, NIH and Walter Reed. Stay within 45 minutes of Washington National Airport and the Baltimore/Washington International Airport and Washington Dulles International Airport. The DoubleTree by Hilton Hotel Washington DC-Silver Spring features modern guest rooms and suites, each with complimentary WiFi, work desks and natural stone bathrooms. Upgrade to a suite for a deluxe private room, separate living area, and walk-in closet. Maintain your exercise routine in our heated indoor pool and fully equipped fitness center. ... more   less 
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Also Known As:
Hilton Silver Spring
Silver Spring Hilton

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