Guest reviews The Capital Hilton, Washington D.C.

by DommiePennsylvania Palmyra, Pennsylvania

Only if desperate

Checked in, rooms were canceled. Despite us showing confirmations from them from day before they would not honor our reservation and rate but instead charged us a higher rate. Got to room 533 and the smell of mold and mildew was overwhelming and the smoke alarm was beeping incessantly. They did come quickly to fix that.. I used the bathroom and Dat my rear on a soaking wet seat!! Urine and feces in the toilet. They discounted one night and honored our original reservation price. Not enough but something. Went to bed last night and reached to get something off the floor and found a fake nail. Not clean and with covid, I am nervous about this stay. The staff was excellent and were very nice but not at all concerned with experience. I received one apology from Daryl who was excellent. Theresa and Dezi were super nice but would not honor our confirmation or rates. I failed to mention that Theresa offered me room 538 but when I went to that room the light plate was smashed and I couldn't turn on the lights. Very disappointed and I will never stay here again.

by feras k Kasakh, Armenia

Great customer service!

I would like to thank mr. frank who assisted me at the front desk! His email: frank.poku@hilton.com The staff is very friendly and the room service is great! I had a wonderful stay in the heat of the nation’s capital..

by thl2220

So helpful and accommodating!

Every encounter we had was friendly, helpful, and genuinely nice. I was there with my 2 young granddaughters so it was a perfectly comfortable stay. Since they were not very crowded they let us have a super late check out which was extremely helpful. When we needed a place to eat lunch both gentlemen at the front desk were very willing to call places to make sure they were open.

by wdfltrdr Wellington, Florida

Terrible Experience. Nasty and Indifferent Staff

Totally shocked the treatment could be so bad from a Hilton. Equally shocked Hilton Corporate did nothing to alleviate the problem I had the displeasure of being a “guest” at this hotel Nov 12-14. Upon checking in the clerk at the desk was indifferent and appeared annoyed she had to do her job. And of course they don’t clean your room unless you request it due to COVID. A little extreme? Perhaps, but oh well. The real problem is there was a riot Saturday night. The hotel staff locked us in. Ok, makes sense I suppose. Then when things quieted down somewhat they opened the doors and the smokers were going out as well as some others. My friend and I went outside. The rioters were screaming and the police had them cordoned off so they could not attack the hotel guests. Then a hotel employee (security perhaps) starts shouting at the guests if we do not go inside we would be thrown out of the hotel. Thrown OUT of the Hotel? I never heard of such nonsense. Stay with me it gets worse. I contacted Hilton Corporate and complained. They contacted the hotel and I was told I would hear back from the hotel in 7 to 10 days. I still have not heard and we are in December. I contacted corporate several times and finally they come back with the hotel said no one was arrested and no one was thrown out of the hotel. That of course was not my complaint. The complaint was the THREAT of throwing guests out. I just got off the phone with guest services again and the bottom line is zero! Nothing! There is nothing they will do or maybe could do. All I got was a bunch of I’m sorry’s. That my friends does not fix the issue. It remains. My suggestion is never set foot in that property. I certainly will never go there again. It is troubling to me that Hilton seems to be indifferent about the whole issue. I certainly never received a satisfactory answer as to what they will do. I have to travel to Washington again this week. I am staying at the Hilton Garden in downtown. As I said to Customer Support I hope I do not experience the indifference and attitude I received at the Capital Hilton or it will be my last Hilton stay. I’m not a huge customer, maybe 25 nights per year, but I believe I am entitled to some service

by HighTechTraveller Paramus, New Jersey

Spotless hotel and room with good front desk staff

I was very pleasantly surprised with the Capital Hilton. Even before checking in, I had an issue with the Hilton online check in and I called in to the front desk. Teresa was very helpful w my concern and addressed it to my complete satisfaction. When arriving at the hotel, I picked up my water and went up to the room. The elevators were very fast (throughout our stay) and reached our room. The room was nicely decorated, but what impressed us most was the impeccable cleanliness of the room. Even in these days of corona, I occasionally check in to a room that’s less than perfect. I was delighted that the room was just spotless and so was the bathroom. Overnight was quiet and it was a very peaceful night. The following morning we went down for the grab and go breakfast. This was a letdown. Signage to the location were lacking and myself and other guests had to wonder around to find the location. We had to wait through a long and slow line, only to discover a very limited, small and not very appetizing bagged breakfast. Coffee was dispensed one at a time by the single attendant. This was by far the low-light of our stay. We used the app check out. All in all, the hotel was a pleasure except for the breakfast which I would skip next time.