Hilton Alexandria Old Town

We stayed at the Hilton for three nights last month for an event, and they double charged my card when we arrived. Staff said there’d been a system glitch and they would fix it, but the extra charge remained on the balance. We’ve spent over a month trying to sort it out with our card company. The front desk and billing team haven’t helped, and no one has returned our calls. Our card company just told us Hilton says the second charge is valid because we supposedly booked two rooms. That’s completely false. It seems to stem from the glitch, but instead of resolving it or communicating with us, they’ve made up this claim. This is the last time we’ll stay at Hilton. If they can’t fix their mistakes and make the customer pay, the brand isn’t worth dealing with.

We booked through Club Wyndham to celebrate my wife’s 61st birthday, staying two nights, Thursday the 2nd and 3rd of October, at Hilton Alexandria Old Town, 1767 King Street. The elevators and room smelled bad, there was no water in the room, and we were asked to pay $6 for a small bottle. There was no pool or leisure facility, and no parking for our larger vehicle. We had to find and pay for public parking a 30-minute walk away, then walk back with our luggage. We reported the problems to Wyndham staff, but they offered no solution, alternative accommodation, or help finding parking. They just shrugged. Then they tried a hard sell for ownership and seemed upset when we declined. Very poor service. We’ll be amazed if anyone responds to this feedback, since no one helped at the time. Mark and Patricia Charters

We’ve stayed here several times because it’s a short walk into town and convenient for catching a train to Washington. The rooms and hotel feel a little tired and could use a refresh, though the pricing reflects that. We may stay again, or pay extra to be closer to Main Street.

We paid in full for six nights expecting a clean, working room, but both rooms had clogged tubs and we spent four nights showering in dirty water. Our first room, number 326, also had torn, dirty bedding and smelled of cigarette smoke. We couldn’t use the A/C because the smell came from it too. On Friday, October 31, around 10 PM, we called the technician after finding the tub completely clogged. He said we had to move because it couldn’t be repaired. The receptionist handed us a new room without apologizing and seemed to act as if we were overpaying. At midnight we packed our luggage and moved to room 544, only to find its tub clogged too. I was fed up and didn’t call the technician again, so we showered in dirty water for three more nights. At checkout on Monday, November 3, I spoke face to face with assistant manager Adam and sent him a WhatsApp message listing my complaints. I told him we’d paid in full and received an absolutely imperfect service. He promised to get back to me by 5 PM at the latest, but never did. We received no compensation for the distress. I chose the hotel because I trusted the Hilton brand, but don’t think it deserves to carry it. Adam has photos on WhatsApp of the dirty water in both tubs, and didn’t even respond as promised.