Embassy Suites by Hilton Washington DC Chevy Chase Pavilion

Never Again in This Hotel This ranks up there as one of the worst hotel stays in all my decades of traveling. The whole experience was just awful! Where to start...... First, I had a couple of pre-arrival questions and decided to ask them thru the chat function on the Hilton app. I'm guessing this hotel completely ignores this as I never got any sort of response. Secondly, as a Diamond member (almost to a lifetime Diamond member), we are supposed to get upgraded rooms if they are available. My profile states I like to be on higher floors. I used the app to check-in. I couldn't check-in any higher than the 5th floor (8 floors in this hotel). If I wanted a room on floors 6 thru 8, I had to pay an upgrade fee! So much for upgrading your loyal members (there were 30 rooms available if I wanted to pay the upgrade fee). I called the hotel directly and was given an upgraded room, but I shouldn't have to call in for this. Thirdly, we parked our car and found the elevator to the hotel lobby but unfortunately, it was broken. They had a sign stating this but nothing about where to find another elevator to get to the lobby. It took us 10 minutes of wandering around before we were able to get up to the lobby. Fourth-we were at the front desk and asked for an extra blanket & pillow in order to utilize the sofa bed. They said they would send those items right up. 45 minutes later, I had to call the front desk and ask where my items were. They said they would get right on it. I finally received my requested items 1 hour and 35 minutes after I requested them. Fifth-we decided to go to the manager's reception. We wait in line and order beer. Well, guess what, they are out of beer. In addition, for snacks, they had a half plate of cheese and nothing else. The other plates were empty and not replenished. Lastly, the breakfast buffet. One day they yogurt, the next day it was not offered. No variety to what they offer, same food every morning. And as stated in previous reviews, the soda machine was broken. Guess this is something they will never get fixed. Other than that, on the bright side, the hotel has easy access to the Metro. You pay a lot of money these days for less service in hotels but this Embassy Suites went well beyond of making sure what they provide was even less than exceptions from a hotel. I will Never Again book this hotel the next time I am up in the DC area.

Good hotel but horrible service Try calling the hotel front desk and I bet they wont answer the call even if they are right in front of the phone. Saw it with my own eyes. They were standing idle and phones were ringing and completely ignored it. They wont refund even if they are overbooked. After a long flight, waiting for hours and not getting a room was extremely frustrating. This was after messaging and calling a bunch of times. They didnt have basic courtesy to respond back or being courteous in person is the last thing you expect. I have no clue how they have such high ratings.

Perfect for young kids This place is perfect for family. Right by the metro. The staff is SO nice and the housekeeping Patrick did an amazing job I will definitely be back. Perfect for my toddlers! The breakfast is included and there’s also a bar where parents get a couple drinks too. Can’t wait to come back!

Avoid this property Astonishing check in process. After climbing the escalator stairs (it wasn't working on Sunday...was working on Monday) we wait for ten minutes to check in and when we reach the front desk the only clerk on duty says she needs to go upstairs and she will be back in a little while. So we stand and stand and stand—Come on embassy suites: for the rate we are paying you could hire a second person. I haven’t seen a hotel so understaffed for a long while. I feel sad for the one person who seems to be employed here. By the way one of two elevators to the garage is also out of order. When you walk to your room you discover this is a very tired and worn out hotel. Chairs are spread out haphazardly on the floor below. The door locks are all missing so you can’t use your phone app to get in. Instead your key must be placed against a hole in the door. There is no shop in the hotel for incidentals. There are microwaves in the room but nothing to put in them. The place is like an enclosed office mall that is quite empty. Good set for a horror film. Now one goes down for breakfast and the brightly lite soda machine isn't work (I prefer coke for my caffeine). Ask the breakfast staff and they laugh saying it hasn't worked for a couple of years. Management doesn't care about fixing it. Another little rant. Each time you want to leave the garage you have to stand in queue at the check in desk — once for 12 minutes— and get your pass validated. Sigh. We did a few trips and this process added up to an extra 30 or more minutes. Enough! I have stayed at many Embassy Suites and this has to be one of the worst one. A little investment would make a big difference. I am betting that Hilton is selling the property and has decided not to staff or maintain it.

Lousy General Manager Don't bother, leadership lacks integrity. Try Residence Inn in Bethesda, that hotel is great. Oh and if you do decide to stay here be sure to check in exactly at 3 pm or you may be marked as a no show even if you pay for the room ahead of time. We made a reservation through a third-party companyour stay; since we were busy all day, we didn't check in until after 9 pm since the website said check in was AFTER 3 pm. When went to check in at the hotel, we were informed that our room was not available due to a leak in the pipe in the room above our room and that we needed to find a new hotel due to the hotel not having any rooms available. The guy at the front desk told us we needed to contact the third-party company regarding a refund. Ok, fast forward to when we contacted the third-party. We were informed we would not be refunded because we had been marked as a "no show" because we didn't check in at 3 pm. When we escalated the issue to corporate but Hilton said their policy was to do what the general manager wishes and the GM at this hotel was digging in his/her heels with the story of us being a no show and didn't acknowledge there was a leak. I even called the hotel and spoke with the desk agent we spoke to when we checked in again and he said he had called the third-party to inform them of the issue with the pipes but the general manager has stuck with the "no show" lie to avoid refunding our money for one night AND tacked on a ridiculous no show fee. We stay at hotels all the time for sports trips and often don't check in late because of game schedules but have NEVER been told we were deemed no shows. This is the most ridiculous scenario and unbelievably dishonest customer service; it absolutely infuriates me and makes me want to completely ditch this chain because of the manager's lack of integrity. One measley night Embassy Suites, don't lie to your customers so you don't have to refund people for your faulty infrastructure! Thanks for nothing! Not only are we out the night you couldn't find a room for us, we had to get yet another night at a different hotel.