Great location + poor customer focus = marginal
This hotel has lots of potential, great Foggy Bottom location, very near 1st DC Metro stop on the Orange/Blue lines, nicely arranged and very spacious rooms. However, I would only stay there again in a pinch. Here's why -- I never felt that the staff really cared about customer service (with the exception of one doorman who went out of his way to assist with dinner options). I suspect there is a lack of management focus on honest customer service.
I checked in when the hot water was out in the entire hotel. I discovered this when I tried to shower after working out. THE FRONT DESK DID NOT TELL ME WHEN I CHECKED IN. I found this to be deceptive. The water remained out overnight despite assurance that someone was on the way to repair it. I don't mind taking a cold shower in the morning and I understand that these things happen occassionally. However, there was no visible attempt by the hotel to mitigate this problem with the guests. With a manager present at the front desk I inquired what the hotel planned to do for its guests. The manager quickly left the area, it appeared she did not want to confront the issue. The receptionist went to the back room and when she returned she promised 4000 HHonors points. No apology, and no affirmative action to alert guests about the points. I got the feeling they were hoping no one would ask.