Lack of helpfulness and support from the hotel staff
The main strengths of the hotel are its excellent location and the very good soundproofing of the rooms. The location is convenient, making it easy to access the main attractions and points of interest in Washington, D.C. The rooms are also well insulated from outside noise, providing a quiet and comfortable environment for sleeping and resting.
Cons Our flight departed from Brazil on September 5th and arrived in Washington, D.C. at 6:30 a.m. on September 6th. I was traveling with my mother, who needed to take her medication and would be extremely tired after a long journey. So, to make me and my mom more comfortable, I specifically booked and paid for the daily rate, beginning on September 5th, to ensure access to the room upon arrival. To our surprise, when we arrived at the hotel, on the morning of September 6th we were told that no room was available, even though the reservation had already been fully paid!!!!!! We had to wait approximately FIVE and hours before we were finally given access to the room. Neither the hotel staff or the manager had any reasonable explanation that would explain the situation. We were also told that, because the reservation was made through a third party, Booking.com, the hotel was not responsible for not having the room ready. Since the previous night was specifically booked and paid for to ensure that the room would be available upon our arrival on September 6, I would like to request that Booking.com review what happened and consider an appropriate refund or compensation for the service that was not provided as expected. The reservation was made under my name LUCIANA VICENTE, and the reservation # 5269733907. Thank you for reviewing this matter. I look forward to your response.