Gone Downhill Since September
We stayed at Mason & Rook in Sept. of 2016 and were impressed. This stay was disappointing. Upon arrival they indicated "reservation was booked incorrectly". Check-in took about 20 minutes. Room service overpriced, order incomplete, food just OK. Bathroom light did not work upon arrival. There was no hair dryer in the room. When I contacted the front desk to ask that one be brought up, emphasizing that they please needed to hurry because I had an appointment, dryer did not arrive within 25 minutes and two calls. I had to leave before it ever arrived. Upon return to the room on second day, the only cleaning completed in the room was the bed being made. Trash still there, bathroom not cleaned, no vacuuming...nothing. In fact, for a three night stay, not vacuuming was ever done. On last night I decided not to use valet. Turned in the ticket and made it clear: I will not be using the valet for the last night. The front desk gentleman repeated back: Only two nights of valet. Of course, upon checkout, I was charged for the third night. After all of this, no offer of a complimentary meal or even the opportunity to use the $10 credit in the mini bar that one is supposed to receive if you are a Karma member, which apparently is not applicable if you book through Expedia. Overall, huge decline in a very short amount of time.
Comment from Hotel Management
24-Feb-2017 by email@example.com, Hotel Management
Wow. There's a lot to unpack here. I'm really sorry that we dropped the ball on things we're certainly capable of knocking out of the park during your stay with us. I'll review this with our team to be sure we're training where necessary. We're definitely much better than this and we'd love an opportunity to show you that the next time you're in DC.