Rated 5 out of 5 by jngidk Gracious hotel staff that puts the need of the customer first
What an incredible hotel, with such warm, impeccable service. Have to call out Isavella at the front desk and Jessica from the whatever/ wherever team to take care of every need. We love SPG and this experience has only solidified our loyalty to SPG. Thank you so much!
August 28, 2014
Rated 1 out of 5 by Andi How is SPG not paying attention to the issues with this hotel?
I checked into my hotel room and noticed immediately that it was very humid (think FL in summer). I called down to the front desk with my concern. I said, I haven't unpacked yet, maybe you could just switch my room. No, we will send up matience immediately. Matience did show up about a minute later and told me "these inside rooms have a humidity problem. I will adjust your thermostat so you can lower it down to 60. That should take care of the issue. I will be back in 20 minutes to check on you. This did not seem to help. 30 minutes later, I had to leave for dinner. I returned late that evening to find a cold and wet room. All night I fought the temp settings. I believe I got a cold from the room. The next morning I infored the desk that there is a huge humidity issue in the room. I requested a dehumidifier. They did deliver this to my room. Unfortunately, I entered later the afternoon to find not difference in my room. I called down stairs and asked for the 2nd time to switch rooms. They told me to hold on and they would call me right back. 30 minutes later, I packed my bags and went to the lobby. Explained the issue and was met with "I am sorry, we are sold out tonight." I immediately asked for a manager. The manager then took me to the room next door. Still humid. She proceeded to show me 3 additional inside rooms before I told her she needed to find me a non-humid room or move me to a different hotel. I didn't care what size my bed was or how big my room was...this was unexceptable. Finally, they found an outside room which was not clean. She checked my bag and bought me a hot tea until my room was finished being cleaned. I was very disappointed tat no one checked on their Platinum guest after that. Then at 10Am the next morning, someone knocked on my door and told me it was strange that I was still there since they showed I already checked out. I said nope, I am still here. She said she would check me back in. I then checked out about 11:30. I went down to the desk to confirm they had my starwood number since it was not on my bill. I think it is strange to ask me how my stay was...and after complaining not doing anything about it or saying you were sorry about it. I will never go back and recommend you don't go either.
March 29, 2012
Rated 5 out of 5 by LTCBuddy Superior Customer Service
Booked a room with points for a Saturday night stay as my wife and I were without our 5 and 3 year olds. Upon arrival, Eli upgraded our room without my even asking if that were possible. We then received complimentary glasses of champagne and two free drink vouchers. WOW- what treatment! My wife was very impressed and this was a much needed boost as she is still convalescing from surgery. We spent time on the roof top deck (POV) and then had a sensational late night dinner at J&G Steakhouse. A late checkout was given to us so we slept in and enjoyed brunch without having to worry about check out. We had a wonderful time thanks to the customer-focused W staff. We will be back for sure!
May 2, 2012
Rated 1 out of 5 by CK33 Not what I would expect from a W Hotel
When we arrived we were in a room on the 10th floor which was under construction. This is interesting since they were not at capacity and the reservation was made months in advance. I can only assume that because of the construction, the hallway was extremely hot and humid which we addressed during our stay, but it didn't seem to get any better. Everything in our room was damp such as clothes, carpet, bedding, towels, etc.
Additionally, everytime we called "whatever/whenever" (this would be 0 on your in-room phone) they never seemed to have what we were asking for such as a coffeepot, a fan, or a blanket until days later. The Hotel does offers a complimentary Acura Car Service but somehow that never seemed to be available when we wanted to use it.
We did enjoy our night at POV and the bartenders downstairs were awesome but you don't have to stay at the hotel to enjoy either of those things.
They are obviously renovating the hotel to make the rooms nicer but I would venture to say management needs an overhaul, as common sense would tell you not to put guests on the most uncomfortable floor during construction, especially when we were told, 2 days before we were scheduled to leave, that we needed to pack up our room and move to another floor as our current room was scheduled for renovation the next day. No that's not a joke. At that point we were over it and just wanted to go home.
September 13, 2013
Rated 5 out of 5 by Lance The Best W Hotel in the Country!
I have stayed at the W Hotel in DC over 20 times this past year and it keeps getting better and better. The hotel is the ultimate combination of elegance and style. It has it all; wonderful sleeping quarters, the most happening DC evening bars, a top notch restaurant, and some of the best customer service in DC. Rarely do I leave the hotel except to go into the office. As a matter of fact, most of my traveling colleagues have switched hotel chains and have started staying at the W. Frequently, my DC resident colleagues join me for drinks and dinner at the hotel. They love it! Customer service at the W has reached a very high level in it's short life as a Starwood Hotel. The hotel lobby and roof top bar look like a picture out of a magazine. The view for the roof is the best in the city. The outstanding setting and great people watching crowd makes the price of the drinks worth every sip. The entire W Staff is always working to meet your every need. Don't forget to use the Acura Experience for free transportation within a five mile radius of the hotel. No other hotel in DC offers this service. I have stayed at many hotels in the DC area and the W Hotel truly has the overall best accommodations in the city to offer the sophisticated seasoned business and leisure traveler. If you like to be pampered and have a fun time after a busy day in the office, stay at the W Hotel in DC. You'll love it
October 23, 2011
Rated 5 out of 5 by Steve83 A+ Staff
Great hotel. Right next to the the White House and Old Ebbitt Grill. $21 uber taxi black car from the airport to hotel. Can't say enough positive things about the staff. Extremely helpful, pleasant, and honest. Platinum status acknowledged and upgraded to marvelous suite (1001). Room layout was good and comfortable but be advised, it's right underneath the rooftop club. Loud music on the weekends til 3am. If you're a light sleeper or planning on going to bed early this is not the floor/room for you. Hotel room key gets you access to rooftop bar without having to wait in line. Solid hotel.
March 10, 2014
Rated 5 out of 5 by JLeoni What does "Green" includes?
I had a great experience at the W. THe restaurant at the lobby and the Rofftop bar are really priceless. The only thing left unclear was the "green" offer given on my arrival. It usually includes no need for towel exchange to reduce laundry requirements and save precious water and natural resouces. The attendant offered 500 reward points for picking this choice, which I gladfully accepted. However, although my room was cleaned and toiletries exchanged, my bed was left undone throughout my stay. I'm not sure if this was part of the "green" deal, but I think there is no environmental benefit in leaving the bed undone. Overall service was great, but this left an unclear impression on the "green" deal.
April 1, 2014
Rated 1 out of 5 by Chris946 Bad Experience
Stayed April 11th through April 15th 2014. It was the worst hotel experience ever. I was there with my wife and two children. Friday night and Saturday night we were awoken several times by loud hotel guests on my floor (9th) outside our room 946. On Sunday morning at 3am I had go out in the hallway and tell people to keep quiet. I was rudely and profanely spoken to by several drunken guests yelling and screaming in the hallway. I then called the front desk and was told they had received several calls and security would take care of the matter. The next morning when I went down to complain there was no manager on duty just a clerk named “Robbie” who feigned concern and told me a manager would get back to us and call the room. That did never happen. So I went back down later and talked to Aurelin Harris the manager. I explained what happened and that my wife recorded the incident on her cell phone. She couldn’t have been less concerned and did not want to listen to the recording. She said the hotel could not control what went on in the hallways! She was not very helpful. She did offer to move our room but that wasn’t helpful since we were staying with family in the room next to ours. I asked that we be compensated for that night. She would not do that. They took off $130 on a four night stay!
Also, we were told there were no vending machines so you can’t get a cold bottle of water anywhere. We finally asked at the desk for water and they gave us each a warm bottle. And don’t book a room when there is a wedding going on in the basement and the rooftop bar is crowed….the elevators can’t handle the capacity and you end of waiting a very long time for an elevator. All in all, way overpriced, staff is not that friendly or accommodating, rooms are not that great for the cost. Would never recommend this hotel and actually make a point to tell everyone every chance I get about how poor my experience was.
April 22, 2014
Rated 5 out of 5 by eagle20 professional staff
hotel was excellent and staff
was even better. had a few questions
and they could not have been more
helpful. will not hesitate to stay again.
August 24, 2014
Rated 5 out of 5 by Patrick99 Great hotel and great location
I came into town Sunday evening for a meeting early Monday morning, and choose this hotel due to its location to my meeting. Check-in was quick and efficient. The woman at the front desk welcomed me, explained the differences in the hotel bars and restaurants and where everything was. She gave a double look and offered me a couple options for my Gold Upgrade, and then walked me to the elevator. The entire process gave me more information and took less time than check-ins at most other hotels.
The roomm was nice, well appointed, but small. The windows opened to a lovely view. I did notice that there were some things (like a corkscrew and extra towels) missing from the room, but that did not matter to me.
The front desk recommended the Old Ebbitt Grill, 1 block up 15th street for a late dinner and drinks. GREAT choice! Was much cheaper than the hotel restaurants, and the food and atmosphere was great. I will eat there again on my next visit to DC. I also had drinks in the rooftop terrace, POV. I found it to be overpriced, but the view is something every visitor should at least check out. I also had a late lunch there after my meeting and before leaving for the airport. Again, it was a bit expensive for the portion sizes, but food was delicious.
Check-out was also easy and efficient. I recieved my emailed bill the next morning, and amazingly, no erroneous charges that are so common with Starwood Hotels.
This is an old historic hotel renovated to the W Style. Despite the "old" features of the hotel, it is still very clean and in good working order. I know that can be difficult to perfect.
This is an A+ property. It was the best experience I have had in a Starwood Hotel
September 11, 2012
Rated 5 out of 5 by gabibuj Unbeatable location!
The hotel is very convenient located in the heart of Washington DC (I can't think of a better place). The ambience is vibrant, young and fresh (as expected in a W hotel), but welcomes also guests wanting to relax (rooms in mid-floors 4th to 6th and facing innercourt are quiet, but without a view). Rooms are small, but efficient for a short stay (4 nights). Internet is for free at the Living Room. I have great memories of all staff at the Welcome Desk!
September 30, 2014
Rated 1 out of 5 by fixxed Dreadful room
I had an "upgrade" for my room and despite this the room was smallest room I have ever stayed in or even seen.
October 6, 2014
Rated 4 out of 5 by wigstheome Service over Substance
Great location, and outstanding service from the valet to the front desk. Understand this is an old hotel (Hotel Pennsylvania) that has been renovated, but must live within its bones. So do request a room away from the lifts, as the sound of the lifts going up and down is a hindrance to relaxation (or a good night's sleep). Fortunately, I was able to change rooms. The fitness facility is small, but works. Restaurant is perfectly acceptable, although I have no idea how they ran out of green tea. Ultimately, think location and service, bounded by the reality of the structure.
April 9, 2012
Rated 5 out of 5 by Stacy2369 Most Comfortable Room Ever
I travel often for business (4 SPG hotels just last week) and this is by far the best one I've stayed at. The bed was so comfortable that I actually want to order the entire bed set! I loved the shower and all of the toiletries. I may need to go to Bliss and buy the full size of each!
I went up to the rooftop for happy hours / appetizers as well as brunch and was pleased. The food was good, a little pricey, but overall a great experience.
July 29, 2014
Rated 5 out of 5 by April8001 This hotel is over the TOP!
The hotel staff is very professional, and truly have the customer in mind. The rooms are wonderful, love the Bliss product. They made our event a success, everything went very smooth.
May 1, 2012
Rated 3 out of 5 by Credence Anniversary
We selected the W Washington to celebrate our 36 wedding anniversary. We arrived at 3PM and were told our room was not ready, although check in is 3. We waited 1 hour. We were told our luggage and complimentary bottle of champagne would be in our room...neither was there. We had planned on having a toast before heading out for the evening. We received our luggage soon after but did not get the champagne until we returned later that night. Aside from these issues, which were very disappointing for an upscale hotel as the 'W', the hotel staff was very accommodating. Would i recommend this hotel? For a hotel in Washington DC, US; yes. I'm an experienced traveler, the issues raised above would not be tolerated in Europe or Asia.
October 7, 2013
Rated 3 out of 5 by MarD W DC
Stayed on our wedding night, room was nice but no view window was coated so you couldnt even see outside at all and there was poudning bass from the club on the floor above us until 2am, We've had better W experiences. The rain shower was very nice and the room stylish, comfy bed, alhough the toliet seat was broken and slid all over the place and their was a hole in the sheets on the bed. I thought since we are such loyal starwood users they might offer us a room upgrade for our wedding night but they didnt do anything special not even a free drink :/
October 23, 2012
Rated 1 out of 5 by TFJP Bait & Switch
I guaranteed a reservation for a specific suite type and at check-in was given a substitute room at the same rate but not the suite type I reserved. The substitute suite did not offer what was advertised on the website. The day manager, Megan, claimed that reservations are constantly changing. This implies my reservation was not as important to the hotel as whoever they gave my room to. I have lost confidence in this hotel's willingness to fulfill their commitments.
July 5, 2014
Rated 5 out of 5 by Vegasjoe57 Roof Bar a 3 wood from the White House
Great views from the Roof bar to Capital Hill and the White House! Accommodations fine, especially the bedding. Room very clean. Although on business, excellent facilities to relax and great restaurants nearby!
October 1, 2014
Rated 5 out of 5 by helena1 very good
this hotel has lovely atmosphere and comfortable room.
Staff is kind and friendly.
August 10, 2014
Rated 5 out of 5 by Courtney1 Concierge service was outstanding
The staff at the W Washington DC were unparalleled. I had the misfortune of getting food poisoning during my visit (NOT from a W property), and as I was traveling alone I was somewhat stranded. The concierge truly went above and beyond - checking in on me regularly, personally bringing ginger ale and crackers...even going to the nearby pharmacy to pick up a prescription that my doctor had called in. The hotel allowed me to check out late at no additional charge and then drove me to the train station.
In what was generally a very unpleasant experience health-wise, the staff at the W did their best to make me as comfortable as possible and the service absolutely fantastic. I was already a Starwood loyalist, but this experience truly made me realize the value that this company places on customer service and upholding their brand values.
Thank you, W!
May 29, 2012
Rated 2 out of 5 by Rebecka Not a real hotel
I know this is a W, so it is supposed to be trendy, but the club on top is so incredibly loud that at least 3 floors below can't sleep. It really was incredible how loud it was.
Concierge also did not seem to know about the area. We asked him 3 things, each of which he didn't know. 1. Breakfast place under $20 a plate. He says this does not exist in DC (which of course isn't true). 2. How do you get to Dulles Airport. He said taxi was the only way. Again, obviously untrue. 3. Restaurant that is walking distance (besides Old Ebbitt). He again did not know, besides saying we should eat at the hotel.
The location of the hotel is nice, but the main thing is how incredibly loud it is. Room vibrating loud several floors below the club. Very strange.
January 28, 2014
Rated 5 out of 5 by JB1967 Hotel is located in the heart of the Capital.
Staff is friendly and professional. Rooms are clean, comfortable, and have all the expected amenities. I will most definitely stay there again.
August 4, 2014
Rated 5 out of 5 by discopd Beautiful suite!
I have stayed numerous times and this stay was by far the best. I used a suite award night and the room was great! Staff seemed to be a lot more attentive and welcoming this time around as well.
July 28, 2014
Rated 4 out of 5 by Rbw2 Great staff, but too loud to sleep
While the hotel was beautiful and staff went above and beyond to be helpful, I cAnnot recommend this hotel. The first night there was a party on the roof organized by the hotel. The music was so loud we could feel and hear it with ear plugs in place until 3 am. We were 4 floors below the roof! When I mentioned this to front desk staff, I did not even get an apology! The second night we were unable to sleep as the people in the adjacent room were quite loud until 2am. It sounded like they were in out room!
October 30, 2012
Rated 5 out of 5 by DG1976 Great location and SPG recognition
The hotel is very close to White House and walking distance to other museums and attractions. While that is a plus the fact that you are recognized as a SPG member and courtesy extended during a family visit makes this so very nice. The staff was prompt to attend to our needs in the rooms and made us feel special.
The only consideration is that the hotel (all W in fact) is not really meant for kids to have that 'extra' fun.
September 22, 2014
Rated 5 out of 5 by Andrew Amazing!
I couldn't be happier with my stay at the W Washington DC. I stayed for a weekend to enjoy the city and see the sights with my girlfriend. The hotel location is perfect. It is within walking distance to all major attractions and landmarks as well as great restaurants and bars. The staff was unbelievably accommodating and friendly. I really felt at home and the staff was the most professional I have seen in many years. Having drinks at POV (the restaurant and bar offering views of the national mall and white house) was an amazing experience. I also had the opportunity to eat at JG Steakhouse also located in the hotel. The meal and service were second to none. oh yeah, and the room was extremely nice, modern, and comfortable.
Overall, can't wait to come back and stay at this hotel.
December 7, 2011
Rated 4 out of 5 by Jeremy949 Great location!
Just stayed with my wife and it is a great hotel. The staff was great when we got to the hotel and very helpful. Got in, asked for my upgrade and it was given and up to the room in just a few minutes. The location is right in the center of it all. The rooms are very modern and up to date. The one plus thing that the W Hotels have is the Acura experience. It saves you money with traveling around the city within so many miles. When I go back to Washington DC for vacation, this is the hotel I will stay at.
January 1, 2012
Rated 5 out of 5 by DC27 Excellent Hotel, Excellent Staff
This review is long delayed, but I wanted to recognize the excellent hotel staff at the W Washington D.C.
I came to the hotel in April to celebrate my anniversary, and this hotel helped make the occasion even more special. The rooms are beautiful, and the location is great.
I wanted to specifically thank Cody, the W Insider, for his exceptional hospitality. From the moment that I booked the stay, until we checked out of the hotel, his efforts made our stay very memorable.
July 10, 2012
Rated 5 out of 5 by Bulldog22 Service is outstanding.
Outstanding service, from the reservation agent, to the front desk, to the service in the restaurant/bar and the concierge. Robbie at the front desk went above and beyond to ensure we had a great stay. The concierge Zaynaib was also excellent. The very best Dark and Stormy cocktail I have ever had. What a great place to experience all the DC has to offer.
June 22, 2014