Embassy Suites by Hilton Alexandria Old Town

Thank you for sharing your review.We're thrilled to hear that Jay at the front desk made your experience awesome! We'll be sure to pass along your kind words. Thank you again for your review and for staying with us. We hope to welcome you back again soon. As always, I invite anyone reading my responses to contact me anytime.Happy travels,Kevin B. [email protected]

Thank you for sharing your review. I'm honored you chose Embassy Suites by Hilton Alexandria-Old Town and delighted you had such a wonderful stay. Your kind comments about our wonderful accommodations, delicious breakfast, and great location are appreciated and will be shared with the team. Thank you again for your review and for staying with us. We hope to welcome you back again soon. As always, I invite anyone reading my responses to contact me anytime.Happy travels,Kevin B. [email protected]

Thank you Kevin for the review. Yes, it was an unexpected challenging time, but I am glad you were still able to have a great stay. We hope you return to the hotel and enjoy another stay, but this time with full power. As always, I invite anyone reading my responses to contact me anytime.Happy travels - Kevin B. [email protected]

Dear Chris,Thank you for your review. I am very sorry that your stay was not positive and so different from most other guest experiences. Our housekeeping team rates amongst the highest in the country in survey scores and typically gets glowing comments. The Director of Housekeeping and Director of Rooms will try to identify your room number to correct what we can so no other guest experiences the same impression.As you most likely saw, we have signs posted in the fitness room stating that you must be 18 or older to use the equipment. Unfortunately, some parents allow their children in. While we go to the room often to ensure everything is in order, like almost all hotel fitness rooms, it is not monitored 24/7. The team asks underage children to leave the room, and if we can identify them, we remind the parents of the policy.The pool is open all day on weekends and holidays. Midweek, the pool gets very little use mid-day, and when we had the lifeguard there, they would literally sit there for 6-7 hours with one or no swimmers. I am sorry this upset you. As part of an inspection, the water did need to be shut off. As a 24/7 business, we try to find the time to do these things that will be the least impactful. We stay away from early morning shower times and heavy check-in times. There is no ideal time to do this when no one will be affected. We try to notify all guests of the times so they can plan accordingly. All businesses must undergo these inspections to remain safe, so I hope you understand why it must be done.The power outage was unexpected, of course. It was due to a powerline failure outside the hotel, but the main power source to the hotel. When a fire alarm rings, we need to put safety first and wait for the fire department to do their investigation and give us the all-clear. In this case, it took an hour as a power issue caused the alarm to ring. While uncomfortable for our guests, it is far better than bringing people back into the building too early if there is a safety risk. I hope you agree.I am saddened that you feel management didn't care. When the power went out at 1:45 am, the management team came right in, and most stayed straight through until it came back on at 4 pm. We were all out in the lobby, the atrium, on the floors, speaking to guests, explaining the situation, and relocating anyone who did not want to wait. We carried luggage up and down eight flights of stairs, brought in Dunkin Donuts and Coffee, and did anything we could to make an unexpectedly tough situation as best as possible for our guests. Please connect with me so I can learn who you shared your concerns with that did not try to make it right. We always encourage guests to tell us of anything that disrupts a great stay experience so we can make it right. I'd like to learn who you spoke to, but also apologize and make it right. Thank you again for your review and for choosing to stay with us. I am so sorry we let you down, and I hope you reconsider so we can have an opportunity to restore your trust. As always, I invite anyone who reads my responses to contact me anytime.Happy travels - Kevin B. [email protected] travels,Kevin B. [email protected]

Thank you for sharing your review. We're thrilled you enjoyed our friendly team, great breakfast, and especially our happy hour. It's also wonderful that you found our hotel clean and appreciated our convenient location. Thank you again for your review and for staying at Embassy Suites by Hilton Alexandria-Old Town. We hope to welcome you back again soon. As always, I invite anyone reading my responses to contact me anytime.Happy travels,Kevin B. [email protected]