Embassy Suites by Hilton Crystal City National Airport · Insights
Average rating
4.6
Total reviews
115
Sentiment score
90%
Reply rate
100%
"Positive: The property was clean and in a good location Negative: I had no hot water and no water pressure during my stay which put me in a very bad situation being that it was my first visit to the state and I had early plans that I had to cancel. Also, my digital key card did not work. They did multiple resets and I was still locked out every time I left my room. So I had to go back and forth from the 5th floor to the help desk several times. It was not a good experience. However, the GM, Kevin, did send me an email after my stay providing a sincere apology. He did provide an incentive in points to make up for the inconveniences."
"Thank you for taking the time to share your experience. While I am glad you found the property clean and well located, I want to again express my sincere apologies that your stay was impacted in this way, especially during your first visit to the area. I understand how disruptive that must have been, and I regret that we did not provide the smooth and reliable experience you expected. I hope the compensation provided was satisfactory, as it was offered in recognition of your experience. I would truly appreciate the opportunity to welcome you back and personally ensure you have the seamless and comfortable stay you deserve."
1-star review posted
"Rude staff and cold food. Will not be returning." — Sarah K.
Crisis pattern detected
4 reviews this week mention wait times independently.