I check into the Hilton exhausted in the evening, and they send me to a room on the third floor. I put my stuff down and unpack, and then I notice a huge area of the carpet near the bathroom soaking wet. I stepped in it in my bare feet. I call the front desk, and they send up a valet with keys to a new room on the third floor. I pack up all of my stuff and go to that room. I walk in and turn on the lights, and the lights are flickering like a strobe. I try turn off those lights and turn on others, until I realize that the AC is also not working in this room. I call the front desk again, and this time they send up a manager with keys to the fifth floor.
The fifth floor requires a key to get to, and when I get up there I notice there is a special room with a complimentary breakfast for those with a key. I assumed they moved me to the fifth floor and gave me this breakfast as a token for having to move twice. The room on the fifth floor was nothing special, but at least there was nothing broken. There were, however, flies all over the room.
I woke up in the morning to go eat breakfast, and my key does not let me in. So in other words, they moved me to the fifth floor but did not give me access to breakfast. I went downstairs to check out, and I spoke with a manager about my experience. She wrote everything down and expressed how sorry she was. She guaranteed me that someone from Hilton would contact me soon to discuss the situation. 10 days later, no one contacted me.
When I returned home from my travels, I wrote Hilton an email explaining what happened. The email I received back read like a form letter.
The lack of concern for this customer's experience was profound. I travel A LOT, and this experience has really turned me off of the Hilton brand.
- Official Description (provided by the hotel):
- The Hilton Washington Dulles Airport hotel is conveniently located only three miles from the Washington Dulles (IAD) terminal and 30 minutes from Washington DC. This Herndon, VA hotel is an ideal choice for a business trip in Washington DC, given our proximity to local business centers, corporations and government offices. Explore the surrounding area via the complimentary local shuttle service and discover the historic town of Herndon and nearby Reston, VA. Many popular Washington DC attractions are also easily accessible, including the White House and Capitol Building. Our tastefully appointed accommodations are contemporary, comfortable, and designed for one purpose, your comfort! The Hilton Serenity Collection™ is featured throughout each 400 square foot guestroom, allowing you to rejuvenate yourself with our Serenity Bed featuring the internationally-acclaimed Suite Dreams™ mattresses, Down Duvet and Down Pillows & luxurious bath amenities. Experience the new standard of guestrooms only at the Hilton! With the introduction of its cutting edge Guestlink System, the Hilton has redefined the ultimate viewing experience, allowing guests to get connected in HDTV by upgrading to Business Class Accommodations. ... more less
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- Also Known As:
- Hilton Washington Dulles Airport Hotel Herndon
- Hilton Hotel Herndon
- Hilton Herndon
- Herndon Hilton