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  • Hotel is located in a great spot - very close to the Metro. Unfortunately, our experience did not meet our expectations. The A/C in our room was not working - after multiple calls to the front desk and people coming up to "fix" our A/C we had a terribly uncomfortable first night. The next morning my husband went downstairs to speak to someone and change rooms and the staff had no idea that we had been having problems. Once we explained the situation again - we were provided with a new room with working A/C for the second night. My husband asked what the hotel would be doing to compensate for our first night and was told that no manger was available at the moment but that they were sure a discount would be provided. When we checked out - we again had to bring up the A/C story as once again no one had made a note in our file. The manager on duty promptly came over at our request - however again had no idea about our problems during the first night stay and couldn't actually compensation without checking in with upper management. We had to pay for both nights - no discount and he told us that he would be in touch with us once his boss was out of a meeting. TERRIBLE customer service - if you cannot react to a clients immediate needs you do not understand customer service. The hotel should have had managerial staff on site in order to be able to OK these situations. We left the hotel and were suddenly chased down by the on-site manager who called us back into the hotel and provided us with a gift certificate for a future nights stay. Once again - this was not what we were looking for in terms of retribution - not to mention it expires in 6 months and we are well over a 6 hour drive from this hotel. This on-site manager told us he would follow up via email to discuss further..... we are still waiting for his email almost one month later. TERRIBLE customer service. - the staff at the reception counter were friendly, professional and helpful and offered us water for the long drive back as she could see we were not pleased. Much appreciated. -rooms were new and decent sized -good views from the hotel rooms -excellent outdoor pool
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