The worest management ever!
We booked L'Enfant Plaza Hotel in DC weeks ago and got email confirmation before our travel day. However, we were told there was no room available for us the night when we checked in at around 10:30pm after driving hours to DC with 2 seniors. There was nobody having the courtesy to call us before our arrival nor did we receive any emails informing us with the change. My in-laws(who are both over 60) and us were forced to take rooms with no actual beds in it. We all got terrible backache the next day after 2 people sharing only one tiny parallel bed for the night(not even two parallel beds knowing we have 2 people in each room!）. We felt no understanding nor apology for the ridiculous mistake the hotel made from the night shift manager, who simply told us there was no room, we can either relocate to another hotel or take whatever they offer( a 'hospitality' room they called, with no bed). We clearly stated that we can not consider relocating at that time of the night with two seniors who were exhausted after hours of driving, and that left us only one choice - take the crappy rooms without beds and to argue a compensation package for the extreme inconvenience they caused us. We were shocked to hear that there was just no compensation at all from the hotel after they admitted that we did nothing wrong. Then we had to face the coldness and carelessness from the staff, we stood there, arguing for our benefit for almost 40 minutes before we settled with a deal. Our feeling were badly hurt during the negotiation. We can't believe the staff was trying to save nickle and dimes arguing the prices little by little with us while they basically trying to kick us out. We all made mistakes, I can understand the computer system had a glitch or someone was not paying attention in details. But for a hospitality management industry, how you make up for the mistake you made can truly tell the difference. The entire 40 minutes made us feel like nothing, the hotel had zero apology and didn't care at all how they made the customers feel. Eventually we got in the rooms, oh, I forgot to mention the key wasn't working and we had to running up and down by ourselves for 3 times to get in the door. Boy we suffered for the night! Yet the nightmare didn't stop, next morning we woke up and found the bill at the door, the number didn't match up with our deal( they pretty much threw the promise away). We had to continue the conversation with the front desk, what a way to start our first day in DC! The second day, also our last day in DC, we woke up finding our bills were mistakenly charged, AGAIN! We had to start the whole story one more time, just like yesterday repeated itself. The ironic part, it was the same guy two days in a roll. Our entire vacation in DC were ruined by one single hotel. Disgraceful! In a word, we are extremely disappointed in the poor management of L'Enfant Plaza Hotel and won't consider going back again!