This Hyatt is in a great location and it has convenient valet parking. However, the lobby is on the third floor. That would be fine if the elevators didn't take forever to come. We waited 15 minutes for an elevator in the morning. Every time it stopped on our floor, the elevator was full. The rooms are decent and the bathrooms are nice. We stayed in a room right by the highway so the lights of the cars were very bright and distracting. The curtains are thin so they didn't really help. The pull-out couch is also very uncomfortable. read more

The good: *Easily walk to the wharf, the mall, great restaurants and museums *All staff members were helpful, kind and professional *Good price for the area The bad: *Hotel needs an overhaul Run down rooms , bed was creaky, toilet struggled to flush Food for breakfast was very disappointing read more

Hyatt Place - Washington - Fraying towels - Hotels Near Me - Washington, DC, District of Columbia

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My family and I stayed for a week in June. The hotel was in good shape, clean and full. The rooms were clean and the housekeeping showed up daily. The pool was warm, but refreshing after a long day of walking to the sites. The morning breakfast was wonderful. They kept it full of food and the food was hot and delicious. The coffee is also brewed correctly. Too often you get this weak watered down garbage at hotels. The rainforest coffee was good, flavorful as it should be. My only complaint is the city bar on the roof. The portions were small and the prices were high. We did primarily shrimp tacos, which were tasty, but there were only two and nothing else. It is an al acarte menu. On the other hand, if you have a chance to sample or drink "brotha whiskey," do so, it is smooth and tasty. read more

It's everything a hotel should be so long as you do not expect luxury. The staff is friendly, rooms are comfortable, well-appointed, and clean. One and only one complaint: nowhere do they tell you that parking is $60 per night. In fact, it's a valet-only service that provides a daily receipt of $0 and then they whack you. I unexpectedly got hit with $180 in fees, plus tax and service charge. That's really poor, and it's the only thing keeping this from being a five star experience (for what it is). read more

We had a fabulous 5 night stay at the Hyatt Place/ DC national mall. Our family of 4 had a high floor 2-queen room with a fold out bed. Coming from our teeny tiny hotel room in NYC the spacious room here was much appreciated. Breakfast was good, it does get busy the later in the morning you go, do plan on setting your alarm to go early! The pool is on the smaller side but a nice perk for the hot summer days. It's fills up quick with like minded folk trying to beat the heat and their kids. Laundry facilities are also available. Easy to use app to pay. It never fails that we use laundry and always have to wait on someone who does not know shared laundry etiquette. Set your alarms people and come back promptly to remove your stuff! Hyatt place also has a rooftop bar/cafe for over priced drinks and snacks. Location was great. Less than a 15min walk to the national mall, about the same to the waterfront (lots of restaurants and shopping). Plenty of electric bikes/scooters in proximity to the hotel to rent and get around. All in all, we would definitely stay here again and recommend to family and friends. read more

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This hotel is located close to everything, walking distance to the wharf and the national mall and within minutes of the airport. The rooms are very clean and spacious. The only thing missing here is the views, its either the freeway or the street. Guest services is very quick and helpful. Breakfast is included and there is a wide assortment of hot and cold food and hot and cold beverages. On various days there were eggs, hash browns, a salsa bar, pancakes, beans and toast, bagels, yogurt and parfait toppings, fresh fruit and more. The chef comes out to greet everyone and thank the "breakfast ambassadors". The dining room can get crowded so review their suggested dining times posted in the elevator if you like a more peaceful breakfast dining experience. The walk to the Wharf is about 11 minutes, the walk to the National Mall was about 7 minutes. There is a Safeway grocery store within a 10 minute walk towards the wharf ...it has a bakery, deli, florist, and starbucks inside. There is a 24 hour gym and a huge lobby space. There is a rooftop bar but the weather wasn't warm enough in January. There are plenty of restaurants within walking distance - but check closing times. The only downside to our stay was the girl at the front desk. I think she was in some sort of program to reintroduce you to the workforce... she really lacked very basic customer service skills but to her credit she moved around real fast. She was profiling some of the black men using the gym, walking over to ask if they were guests and not asking the others. She was covered in tattoos and eyelashes and a wig and fidgeted like she needed a smoke break... I know it doesn't matter what people look like but I got the feeling someone was not thoroughly vetting staff to hire for front desk service. The only other downside was the cleaning crew continuously tried to open the door and walk in on our check out day. The rooms were immaculate so I am guessing they are really eager to clean? Loved our stay, I would highly recommend this hotel for all types of travelers, particularly if you want or need to walk around. Docked a star for the front desk lady and the elevators were constantly broken. read more

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Compared to other Hyatts, this location seems to have only the bare bones. Our room was not even equipped with body lotion, a bath mat, or even shower gel (1 star off). We had to specifically ask for them. When I asked for a First Aid kit, they did not have that either. Breakfast is included with the stay, but I skipped it on most mornings. About a third of the hot items were not available at a given time (1 star off). It takes the staff a long time to replace each item. You would think that the hotel operations team would have figured out the amount of food needed every morning, but sadly no. One weekdays, the hot items consisted of reheated frozen sausage patties, French toast sticks, hash browns, etc. and overcooked scrambled eggs. The only item that I liked was the Greek yogurt. The options on weekends were better. They had a nice corned beef hash. The location is pretty good. It is about 10 minute walk to the National Mall and less than 30 minute walk to most D.C. touristy sights and Smithsonian museums. Do note that it is located right along the highway, so the highway noise is quite noticeable at night (1 star off). I had to wear ear plugs to sleep. I prefer a hotel where I can sleep naturally without aids...and I am not talking about CBD! read more

My reservation fell during a snowstorm, I reached the hotel to make new arrangements. They took a long time to answer me and didn't help me at all. They neglected to try to help me during a storm which was out of my control. Told me to reach Booking.com, and as I did they said that I needed to figure out with the hotel. In conclusion, I lost money and no effort was made to help me. read more

Room was terrible, couch has stains all over it. shower head shot water everywhere but forward. wallpaper pealing off the walls. been in better motel 6s than this place. if this is Hyatt standards I will not be using them going forward. read more

Because we were staying at this Hyatt using points, we tried to ignore the hotel's flaws. Had we paid money for this stay, we would have been angry. This hotel is old and has issues. The lobby is not on the ground floor and the elevators were never all working, so the wait for an elevator was terrible. We did get extra cardio taking the stairs when we couldn't wait longer! The room AC did not work properly, so our room was stuffy and humid. Our view was of the highway. We had to walk to a different floor to get ice. We ate the free breakfast one morning but went out all other days because it wasn't worth eating...even when free. Don't expect much from this hotel, sadly. read more

Nice location with easy access to the National Mall, the Metro and The Wharf waterfront within a 10-15 minute walk. Check in is on the third floor. Breakfast, which included eggs, potatoes, French toast, fresh fruit, bagels, coffee, tea and yogurt, is located behind the reception desk also on the third floor. There is a small patio where you can eat outside. The rooms were quiet which was perfect for a restful night, but a bit surprising considering that the hotel is located next to both a fire station and the highway. Security was also good. After hours, the room key is needed to access the building and always needed to access the elevator to the upper floors and the stairs. No housekeeping during the stay due to COVID, but the front desk was glad to supply whatever might be needed during the long weekend stay. Hyatt is still honoring their THANK YOU rates for healthcare providers. Thank you for offering this deal through June 2022. read more

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The hotel is exactly what we expected but the Placery restaurant inside the Hyatt leaves allot to be desired. After a 50-minute wait we finally got the other half of our order. I've never seen a turkey sandwich with so little turkey. 2 burgers, one turkey sandwich, a chicken sandwich, overcooked chicken tenders and a $103.00 tab, we won't be dining here again. Beware there is only one fryer in the kitchen so even with only 3 tables of patrons, it took forever. read more

Hyatt Place - Washington - My sad little turkey sandwich. - Hotels Near Me - Washington, DC, District of Columbia

Parking is $55/day. There's also an additional $9.90/day parking tax. So $65/day. Insane. Still has free breakfast at this location. Elevators are extremely slow. Dining options in the area are limited. read more

Nice and clean rooms. Close to the museum for walking. Loved the breakfast and balcony seating

I like the Hyatt brand so it looked like a typical room. The bathroom is well stocked. Could use some upgrades for USB ports. The furniture has stains on it that look like they could have been wiped out. Convenient to many areas of interest. read more

We've stayed here for 5 nights and on our last night we were doing all of our Landry and there was a lot and the amazing front desk lady named Angela was so kind and sweet and she really cared and made sure we could get coins for the washer and drier and was super sweet, welcoming and kind!! Also even thought the free way is very close the hotel is very quiet inside which is super nice and calming!! read more

We landed at Ronald Reagan National Airport, we booked a Lyft Driver at the Air and the Hotel was only about a 25 minute drive with traffic. The location of the hotel was within walking distance to a lot of sites. I felt safe walking to and from different locations. We didn't walk at night, it was too cold. There are E-Bikes and E-Scooters on the street for rent which is really helpful, but it snowed during our visit and I wasn't too sure how I'd make out. I felt safe in the area of the hotel and in the hotel as well. The hotel check-in is on the third floor and the staff at the front desk were very friendly, efficient and professional. We only had one bag each so it was easy to go directly to our room. If you have more luggage there are hotel rolling carts down at the entrance that are self service and free to use. Once you check in you'll need your room card to go up in the elevators to your room. We never had to wait long for the elevators. The complimentary breakfast was fine, they had a great assortment of breakfast items. The orange juice was great. The coffee is good, but for a fee you can order a Starbucks coffee drink as well. I had a hamburger and fries for dinner one evening and it was probably a 6 outta 10. I really enjoyed sitting at the bar at night having a few beers, they had a pretty good selection of beer. I wish that I could remember the Bartenders name, she was friendly, smiling and very efficient. When I found out there was a Fire station on the first floor of the hotel I was wondering how often I'd hear sirens going off in the night. I was pleasantly surprised I didn't hear any sirens at all the whole time we were there. It was pretty cool seeing the fire trucks down below our room window. The staff at the hotel were so friendly, always smiling and asking if you needed anything. I will definitely stay at the Hyatt Place National Mall Hotel in Washington DC again. read more

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Overall, I'd recommend staying here for the convenience and clean rooms. Don't rely on their complimentary items. We did use rideshare a few times to get back to the hotel, but most touristy places are walkable. Nice lobby space to relax and work. No ventilation in the room's bathroom - they don't have deodorizing spray available. There was a sign saying to ask the staff for a catalogue of items you can borrow/have/buy if you forgot something, but when I asked about it, they told me they don't have it. Our room was facing the freeway, and even though we were staying at the higher floors, I could still hear the cars. Melatonin helps with that though. We were only able to get hot food 2 out of the 7 days we stayed there due to Omicron (they had to tighten the rules), but they did have prewrapped food (bagel, togo cereal, eggs) and coffee/tea. The fitness center was basic. They don't have a lot of variety, but it was okay. The laundry room, however, was awful. The washing machine was super dirty - the interior was nasty, and the dryer is very loud (like it's about to explode with every spin). I feel bad for the people staying near the laundry room. read more

This place is one of the heartbeats of D.C. - because of the people that work here. We were here on a short vacation on the tail end of the fall and we were impressed by the front desk staff as well as the breakfast crew. There was never a time where we could say that the staff did not care about the guests - because at any given moment in time they would step up and show what hospitality was. Upon check in, we had a small issue with our reservation. For some reason, we were provided two reservation numbers with different rates assigned. Fortunately. The sweet front desk manager worked tirelessly to remedy the problem and helped us manage the ordeal with ease and never broke that sweet smile on her face. The other highlight of the trip was the breakfast service. The people that work during breakfast need a distinction all their own because they are in a class above everyone else. These wonderful individuals are caring, attentive and do their part in engaging with the guests. Keep in mind that we are experiencing record job demands and responsibilities- yet these hospitality professionals make sure that they are doing their very best. Every morning, I've been lucky enough to sit and have my coffee and eggs and they just take care of you. To the wonderful staff at the Hyatt on E Street, thank you for doing the little things that make a tourist like me enjoy one of my favorite hobbies and I hope that you all really enjoy this holiday season and years to come! Thank you for making me feel so blessed over the last few days! read more

Hyatt Place - Washington - Breakfast coffee at the Hyatt - Hotels Near Me - Washington, DC, District of Columbia

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The reason i am giving this Hyatt a 3 is because of the customer service at the bar and some of the front desk staff. So, let me begin with the majority of the women working the bar need to go back to take the training for food handlers certificate. In my 1st day I ordered a drink, this lady used her had to scoop the ice in my drink. She then grabbed the orange and the cherries with her long acrylic nails. She then handed me the drink. While making the drink she talked to the staff next to her. This other staff was on her phone. I chose to not say anything - i opted to order a beer. The balcony area: the trash was overflowing and each table had dirty dishes on it. Did I mention that there was another staff sitting down in the breakfast area; not ever bothered with working. She was in her phone while I order and i hung out at the balcony. Was she on a break? Maybe hmm The guys at the front desk were excellent! They did offer good customer service and were very helpful. They did their job. Likewise, the morning breakfast staff were hard workers. They provide great customer service. The chef came out to check in on his customers- loved that!!! Good breakfast! Housekeeping! The bomb! My room was clean and they did a great job! My advice to the Hyatt- have a water dispenser in the fitness center. Thank you for providing towels. I will not return. I rather pay elsewhere. read more

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The Hyatt Place is a really nice hotel with a great location. We walked from the hotel to the Bible museum (3 min walk) and to the Washing Monument (20 min walk). The area seemed very safe. The pool area at this location is nice but it's a little loud considering the highway runs right beside it. The room was great, the beds were comfortable, the shower was.....let me put it this way...every time I finished a shower I felt like I survived a category 5 hurricane. The water pressure was so strong that it created wind inside the shower. At times it felt like the shower knew I was a conservative visiting a liberal city and it just wanted to punish me...or at the very least, remind me that people of my beliefs belong in Florida. read more

Pros: hotel is in a good location walking distance from the National mall. The rooms are clean and nice. Housekeeping comes every day and the breakfast is above-average. Cons: this hotel is very vertical, requiring extensive use of the elevators. This results in constant elevator congestion and extended wait times to actually ride the elevator. Additionally, there are often long lines for breakfast. Just plan on waiting A LOT while here. read more

Stayed here October 29, 2022. The hotel itself was nice, and it was in a great location. HOWEVER, brekkie was served at a certain time, but due to the MCM Race, there were hopes that some kind of food could be provided beforehand. The front desk wasn't accommodating. Luckily some kitchen staff were willing to let folks in before the official start time. Also, the bar was seriously lacking except for the discovery of Wicked Weed's Watermelon Dragon Fruit Burst beer. There was a cocktail menu, but 2/2 of the requests couldn't even be made because they were out of chocolate bitters & ginger beer. Lastly, asked for another bar of soap, and the front desk seemed to only have an open one left which to my shock they offered (eye roll emoji). Would've been nice to check out the seasonal rooftop bar. read more

This review is only about the citybar rooftop at the Hyatt. I've never stayed at the hotel itself. My co-workers usually get together at the Hyatt for happy hour due to its location. It is close by and convenient for most of us, but doesn't really have the best selection of food & drinks and doesn't actually have any happy hour specials. A small glass of the house cabernet is $11!!! The view is decent from the rooftop and they do have fans blowing when it is really hot out. Staff and bartenders are nice and helpful. I'm sure my colleagues and I will return, but not because of the food and drinks and especially not the prices. I get that it's DC, but I've seen better options/ deals elsewhere. read more

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I booked this place thinking with a brand Hyatt on it, how bad can it be? Well, just about everything, except the location. The room is kinda spacious, but rather older interior and air-conditioning makes noises even when you turn it off. Then the elevators always seem to be broken leaving only one working and it takes forever to come. The check-in line is super long sometime and makes it almost impossible for guest to get help from the front desk. Oh, they do offer free breakfast, but during my stay, the second day has no bacon and scrambled egg. By the third day, not only no meat or scrambled eggs, but also oatmeal was out. The drinking water fountain's filter needs to be replaced and no cooling, and the water at the bar was also out. All of these poor condition and service is actually all secondary if you don't plan to eat their breakfast or drink their water. Then on the second night, I found a total of 14(!) bug bites on both my legs and arms. I was suspecting bedbug and request of changing to a new room. The front desk manager took several hours and finally was able to answer my request, but she told me that there was no room to move me because the hotel was sold out. That was a lie, because there were suites empty, and she didn't want to move me into. Finally, under another employee's intervene, I was able to change to a new room for the last night. So be warned, if you come, bring some anti-itchy cream because the hotel's FirstAid box only has a few bandages, but it does have some bugs to bite you! read more

Niyi the General Manager and Lexus at the Front Desk are amazing and go above all customer service standards; well ALL the staff there did. I have never been treated with such courtesy, friendliness, and promptness than at this hotel. There must be something in the staff water that gives them the energy and personality to give. The room was clean and full of amenities, the food was great--never without peanut butter. If you need anything else, a store and pharmacy are only a few blocks away. read more

Where do I begin? Firstly, not in a great mood - I was forced by Amtrak to stay here, I'm a Marriott fan. But we landed in town, under the weather, on an extended trip. With an "extra" fee of $50 (?) between myself & my sick 10yo old on Christmas, I paid it. Tucked us up in a room to rest away from other guests and the TV is "dumb" in 2026. It doesn't attach to streaming sign in. No movies available. And it's stuck on Disney Channel. Now, I did NOT come across the country to watch TV or nap - but in 2025, it seems outrageous that there's not basic amenities in the room...especially when kids/families are a target market. read more

Very convenient location to national mall and the wharf. But you will hear all night freeway. The fire station is the first floor of this hotel. Speaking of truth I have never seen any front desk employee has such bad attitude. All the people I talked to worked at front desk they reply my answer like a robot. Said going to send you shampoo but never showed up. But staff working in breakfast and cleaning crew is very friendly and helpful. I used Hyatt point to book this hotel so it's very cheap. If I paid $300 for this hotel I will be so mad Pro: location for tourists, ok breakfast. Con: expects no service. Recommend to bring your own shampoo, lotion and ask them to put you in a room away from freeway. read more

Booked this room mainly for the location. Close to the mall and wharf. Was able to walk everywhere without bus or metro. Now. We did walk ALOT. The room was clean, and the staff very helpful and attentive. Our group of 4 was comfortable in a 2 queen room. But we are family, so that might help. The door to the bathroom offers no privacy sound-wise. You can hear every tinkle and toot. But oh well. Like I said we are family. Bed was more comfortable than home and that's saying a lot. Breakfast was very good! But be sure to get there right when it opens or soon after. Otherwise the crowds are crazy, especially on weekends. A nice spread of hot and cold items, with plenty of seating inside and on the terrace. Can't speak to the valet parking/ we didn't use it. read more

Hyatt Place - Washington - View from 10th floor room - Hotels Near Me - Washington, DC, District of Columbia

I enjoyed everything about my stay! Clean room. Great location, within walking distance to the L'enfant metro and National Mall. The bar at this place was HOPPING during the week. Happy hour from 4-7 with great food and discounted drinks. I tried the fried Brussel sprouts and they were very yummy. Crispy and flavorful. I also had the plant-based burger with cheese and highly recommend it. I forgot some toiletries and the front desk was happy to provide me with some for free. Very friendly. read more

Hyatt Place - Washington - Plant-based burger - Hotels Near Me - Washington, DC, District of Columbia

I just had to leave a review for the bar. I'm in the city having a staycation, but sadly my hotel doesn't have a bar on site or anything of that nature. So they suggested the bar at this hotel, since they have drinks and food and wasn't too far of a walk. I was craving so many different things and this bartender delivered ! Andrea, or Drea so I heard in passing, was phenomenal ! I wanted such a variety of drinks and they were executed so deliciously! So good I moved to the bar top itself to discuss how good her blending was and the presentations ! Kudos ! Y'all got a real one there ! It's great to have another hotel near by with a gem bartender to service ! read more

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I had to be in DC for a meeting and didn't want to have to worry about traffic making me late, so I arrived in DC a day early and stayed at the Hyatt Place overnight. I had a fantastic stay and would happily stay here the next time I'm in DC. From the moment I arrived, I was really impressed with the staff. Everyone from the valet attendant to the guy who brought an extra blanket to my room went out of their way to be welcoming and pleasant. There is valet parking on site and it costs $42 per night to park. The cost was a little unexpected, but it was convenient to not have to worry about finding street parking. The hotel itself is really nice. It feels very modern and is sparkling clean. The lobby also always smelled like lavender which was a nice touch. Front desk is staffed by friendly, efficient professionals. They have a book of odds and ends that you can borrow, which I thought was a nice touch. They've got you covered with standard toiletries, but also offer box fans, white noise machines, curling irons, and phone chargers! My room was quite spacious and the sofa bed was one of the most comfortable I've ever encountered. It was nice to have space to unpack my bag. The bathroom was quite large and was sparkling clean. We ate at the downstairs restaurant that evening and while it wasn't the best dining experience I've ever had, my food was decent and hit the spot. Overall, my stay here was great. The staff was really friendly and I felt like they really care about the details that make a good stay great. You can't beat the location either. I look forward to visiting here again! read more

If you have extra cash to spend I suggest don't go here and here's why: Pros: Guest Laundry Free breakfast ( i would rather go to McDonalds) Helpful staff Tourist areas are walkable Cons: Public areas like elevators, lobby and dining areas are dirty ( I don't think they sanitize public areas frequently) Free breakfast with large crowds and are not being regulated, some not even wearing masks No housekeeping (can be requested but not guaranteed) Bed sheets and beds are soo average (did not really sleep well because of this) Public trash bins in public areas are always full No room service If you are staying a day I guess this will do but I suggest definitely look at other hotels around if staying longer. Not recommending this place. read more

Great affordable hotel near the National mall. We were in town for a baby shower and this hotel was in a great location. They didn't have daily housekeeping because of the pandemic but did bring back free breakfast, which was hearty and had scrambled eggs, waffles, sausages, bagels, coffee, juice, yogurt, fruit, etc. I was Hyatt place had bathtubs since I was traveling with my toddler and she refused to take a shower. Housekeeping is understaffed since it took awhile to get them to send up an extra blanket and pack n play, but other than that, we had a very pleasant stay. The room was well appointed and had a king bed and sofa bed too. read more

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Front desk with check in and checking out was seamless. But on my last day there, housekeeping knocked on my door and told me to leave when check out wasn't until 12pm. I was a little confused but I packed my things in 5 min and left. Also the food at the bar is not all that great. read more

Great hotel! Price was reasonable for what you get. The staff is very helpful and give good customer service. Very clean and super close to the National Mall. We walked daily and it's super safe and an easy walk to the nearby monuments. The breakfast served in the morning is delicious, but I would have enjoyed a variety of breakfast foods offered because it was the same breakfast every morning. read more

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Has the worst water pressure in the shower I didn't think I would ever get my hair washed. Pulling back the sheets to crawl into bed to find a long hair. I have longer hair but I hadn't even laid down yet. Will not be staying here again! read more

This is a nice, minimal frills hotel. We selected this hotel for a company meeting because we were going on a boat at the nearby pier in the evening, and DC traffic can be unforgiving. The staff was super easy to work with when I was making the arrangements, and I'm pretty sure I drove them nuts with my changes and requests. They were very accommodating and our meeting went well. If you're organizing a meeting here, keep in mind they have a very limited menu and no onsite restaurant, just a small bar on the third floor with a Starbucks and light bites. They also have a terrific rooftop bar with a great happy hour. If I lived nearby, I'd be a frequent visitor. On the third floor they have singers on Monday, Tuesday and Thursday. The guy I heard on Monday night was awesome! The bartender said he was really popular. The rooms are not bad for the price point. The king room has a little sitting area with a couch and table, and the bathroom only has a shower, no tub, which I don't mind. As far as the neighborhood goes, there are only two restaurants nearby, but you are within walking distance to Metro stations and Uber can get you anywhere. There's also all the DC touristy things to do about 4 blocks away. read more

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This hotel has a bed bug infestation. As soon as I walked into room 521, I found blood stains on the bed sheets, and I could tell the place wasn't clean because there were stains and hair on all the furniture items. I was getting ready to go to bed when I found and took a picture of a bed bug on my pillow. This place is absolutely filthy. When I reported it to the front desk receptionist, he seemed like he couldn't care less that we had to leave in the middle of the night at 3AM and find a new stay. The customer service here is trash and this place is disgusting. UPDATE: I reported this issue to the manager, Rustin Moore, who denied my experience and said there aren't any pests in the room. I told him I had a photo and he insisted that the Pest Control team is "certified." What does their certification mean when they're not doing their jobs right? Rustin refused to refund me for the room. If you don't want a nightmare experience and to carry bed bugs home with you and to then be gaslit by the staff that work here, stay away from this place. read more

Hyatt Place - Washington - Bed bug shown with location and time stamp - Hotels Near Me - Washington, DC, District of Columbia

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If I could give this place zero stars I would. General manager Mr. Moore and reservation agents are lacking in customer service skills. I booked a refundable king room five months in advance of arrival date. Same day I booked, I decided to change to a room with two queens. I accidentally selected the non refundable rate when making the change. Called the reservation line to correct the mistake and they absolutely refused to correct it. Spoke with a few different people and they told me I should have read the fine print that said it was not refundable, therefore I am stuck with it. I get that I made a mistake, but I am calling right away to fix it, and I find it hard to understand why it can't be corrected. I don't plan on canceling my reservation, however anything can happen, especially in this age of Covid, and I cannot afford to lose $2500 if something happens. I understand that I made an error, however I don't understand why it is impossible to correct, and the reservation agents and Mr. Moore were all unsympathetic and treated me like a nuisance. I was not trying to be a nuisance. I was not yelling at them or getting angry, just frustrated at the poor customer service. They told me that their computer system would not allow them to make a change which I found hard to believe. This has been the most upsetting and most awful customer service experience I have ever encountered. Edited to add that one of the reservation agents who spoke to Mr. Moore said he told her he wont make the change for us because he believes we are just trying to get better rate. We were extremely offended and shocked to hear this because we told them we are willing to pay the extra money for a refundable rate. Mr. Moore denies he said this but I don't think the reservation agent has any reason to lie about this. So now not only is he rude, but we have also been insulted by him. He also made a snide remark to us about us talking with so many different reservation agents. That was not by choice. We did ask to talk to a supervisor but when that supervisor didn't want to help us, we were transferred around, passed off to different supervisors, transferred when we didn't request to be transferred, the call was dropped at one point and we had to call back, etc. We had to keep explaining the situation to different people. He made it sound like we were talking to different agents on purpose to try to find someone who would give us our way. Now we are stuck going to this hotel that is managed by him and we are not looking forward to this trip anymore. read more