Dupont Circle Embassy Inn by FOUND

I arrived after a long flight to find myself locked out of the building. My reservation was confirmed and paid in full months earlier, but I hadn’t received the access code or the check-in link that apparently gets you inside. The number posted at the entrance was disconnected. I called, texted, and emailed several times, with no reply and no staff there to help. It was cold, around 40 degrees, and I was exhausted and stranded. I had no choice but to find another hotel at the last minute and pay much more. The travel agency eventually gave me a full refund, but the whole thing was stressful and avoidable. The communication and customer service were extremely unprofessional. I won’t stay here again or trust another property run by this company. A very disappointing experience.

The building is nice and the location is great, but it felt like nobody cared for the property or even came by. There’s no on-site staff, and the rooms are falling apart. If something goes wrong, you may be left to handle it yourself. When I tried to turn on the shower after checking in, the knob broke and boiling water started pouring out with no way to shut it off. Steam filled the room, and the windows were stuck, so it got so hot and heavy I could barely see. I called and texted the numbers online and in the downstairs lobby, but nobody answered. Eventually an employee from another hotel in Chicago called back. They said no one in DC was answering, there was no one they could send, and all the other rooms were dirty, so they couldn’t move me. They told me to check out and go somewhere else. It was one in the morning and I had meetings the next day, so I said I’d stay even if I had to sleep in the lobby. They said I could get a refund either way, but they couldn’t help because there was no manager on duty. I found a screwdriver in my purse and the world’s crappiest wrench in a lobby drawer, then took apart the shower knob myself. I got the water cold enough to stop the room steaming, and a plumber friend walked me through reducing it to a trickle. By around three in the morning, I managed to sleep. There was still no staff on site at checkout, and nobody answered my calls. I’ve tried calling and texting repeatedly about a refund, but haven’t heard back. If I can’t reach anyone, I’ll go through my credit card company for a resolution. The toilet barely flushed, and the shampoo and conditioner bottles were empty too. I thought this would be a good budget option since I have regular business in the neighborhood. I would’ve been better off staying literally anywhere else.

The night front desk guy, Chris, was helpful and nice. Beyond that, I’m embarrassed my colleagues and I had to stay here for a four-week work trip. I couldn’t change the reservation after the first day, and we each had to switch rooms multiple times. We encountered mold, rooms with no hot water, and broken heaters. It was 28°F while I was writing this, and even with my heater set to 90, I was freezing and had gotten sick. In some rooms the hot water was great; in others, it wasn’t there at all. I’ve now been in six rooms, and saw moisture on ceilings and windows, plus bathroom tiles covered in cracking epoxy that was turning brown. The windows were unlocked. If you’re in a room at the back, someone could climb the fire escape and get in. A stranger who had our door keypad code also walked right into one of our rooms.

The hotel is in a great spot for visiting DC and staying near the Mall. My room was small but cozy and quiet. I would have given it five stars if not for the alarm. At 5 AM, a very loud beeping alarm went off in the hallway just outside room 204. There was no one at the hotel to help, and stopping it required an ID card. I’m fine with the idea of having no staff around 24/7, but the alarm ruined my sleep. Working alarms should be the most basic thing a hotel can manage.