Embassy Suites by Hilton Crystal City National Airport

Good location - good standards as expected for an Embassy Suites In town for the Army 10 miler which means the hotel as well as the area was busy, as expected. Staff was happy to hold my luggage when we arrived to the area around 10:00 a.m. Was notified via the Hilton Honors app that my room and digital key was ready by 1:00 p.m. versus the 4:00 p.m. check in time. Room was good sized, clean, and with a view of the Washington Monument. Elevators were always available although a bit of a pain when needing your key card to select destination regardless of going up or down in the the elevator. Breakfast was fairly standard - have had better in some Embassy Suites but still it was adequate with plenty of staff present if we needed anything. Room was not serviced during our second day stay but that may be standard for this hotel. Check out was done via the app and of course was seamless. Overall the location (7 min walk to the Metrorail) was convenient - just far enough away from crowds but still close enough to Whole Foods, the metro, and coffee shops. Not inexpensive ($990 for two nights) but during an event weekend when many hotels sold out it seemed appropriate and we did not regret our stay.

I did not have a good stay here!!! First and foremost I'm an entrepreneur that travels every weekend for business during the spring and the fall. I stay with Hilton every weekend. I've never experienced being told NO multiple times and not receiving good hospitality over and over again. 1. I asked to switch my room with two beds to a king which has Never been a problem. In fact, This has happened several times because I never know if ill be traveling with my personal assistant or not. Never have I ever been charged to switch room types when the room type was AVAILABLE. The man at the front desk was very combative and didn't want to help. Instead wanted to charge me to change rooms which I have never heard of especially being a diamond member. 2. Due to not wanting to be charged to switch I requested a roll away bed. Once again the front desk agent decided to be inconsiderate. He stated that there was a $25 charge to use a rollaway bed which I again have never heard of or done in the past. At this point im extremely annoyed. This is now how you treat a guest let alone a very LOYAL guest to the brand. 3. I asked for an upgrade which again he turned me down. Then I asked him being that you have no upgrades (which im aware are not guaranteed) wouldn't it be courteous of you to either switch our room type or give us a rollaway to compensate? He didn't respond. 4. I was unaware of the parking fees. And even though I don't agree with them, it was my fault for not reading. I stay with Embassy often and parking is normalyl free so that is my mistake. However, I didn't appreciate paying $100 to park and not only not having a diamond space available but not even a space reserved on the top level. I'm very claustrophobic and absolutely hated parking in the basement garage. 5. My my way option is food credit and I couldn't get that either. I have never experienced a stay like this; full of NO's and Negatives. It really put me and my assistant and a very bad mood for the entire weekend. Which completely defeats the purpose of hospitality in the first place. A little courtesy and thoughtfulness goes a long way especially when you have a diamond member in front of you. the front desk CHOSE to be combative and go against me any chance possible and it was very VERY off-putting. There was nothing about this stay that made being a diamond member feel like a privilege. I felt treated like nothing with little care or hospitality. -Jennifer

Great customer service! I have had the best experience to date at this Embassy Suites. Ann, at the front desk, was most accommodating and pleasant when dealing with an unforseen / unplanned early airport arrival. Pleasant / accomdating / professional. 10 stars. The service from Patsy and Sophia at Tap Twelve stellar. These ladies were exceptional: responsive, professional, and intuitive in anticipating customer needs. Very impressed. Hoping the remainder of my time in DC mirrors the same.

Unhappy customer Embassy Suites appears to be a great hotel until you're injured on one of their properties. They run the statue of limitation out to avoid any payment. After multiple attempts by 3rd party mediator, they fail to respond. All medical records have been sent with bills and yet no action on their part. Terrible way to treat your guest and conduct business.

Parking Car booted for $125 from my guest This hotel is not a place to stay.They booted my friends car in the parking lot while he was visiting us in June.He had to pay $125;fee to get t(e boot removed! This has never happened in all my Hilton Gold Elite says.I called the hotel and HiltonnHonors to get this resolved.No luck so far