Embassy Suites by Hilton Washington DC Chevy Chase Pavilion

Spacious and comfortable, great location!

Our group of 5 included 3 folks 85yrs old or older. We had a nice stay though the pull out sofa bed was not comfortable for sleeping. We enjoyed our Managers special happy hour and breakfast every morning. Please let "Richard"in the Cafe know we really appreciated his help every morning, carrying our plates, tending our table and bringing beverages. He was very helpful and attentive. I will suggest adding benches outside for people waiting for cars on Military Road NW, the older folks needed a place to sit while we waited. Thanks for a pleasant stay

You can hear everything. The walls are paper thin. Around 5:30am I heard a consistent knocking then drilling that happened about every 15 minutes. I was on floor 5- so realistically I shouldn’t hear anything like that because there should be a buffer from the rooms above and below me. Not a great nights sleep- the bed needed a topper or new mattress as it dipped in the middle and toward the foot of the bed. I am not particularly tall, but half way through the night, I slid down the bed to where my feet were hanging off.

Comfortable and friendly with a great breakfast. Elevator connects to a Metro stop. Richard will make you feel at home. Across the street from a Whole Foods. A fifteen minute Metro ride from downtown DC. Upscale food court called The Heights within one block. We will definitely be staying here again.

Try calling the hotel front desk and I bet they wont answer the call even if they are right in front of the phone. Saw it with my own eyes. They were standing idle and phones were ringing and completely ignored it. They wont refund even if they are overbooked. After a long flight, waiting for hours and not getting a room was extremely frustrating. This was after messaging and calling a bunch of times. They didnt have basic courtesy to respond back or being courteous in person is the last thing you expect. I have no clue how they have such high ratings.

This ranks up there as one of the worst hotel stays in all my decades of traveling. The whole experience was just awful! Where to start...... First, I had a couple of pre-arrival questions and decided to ask them thru the chat function on the Hilton app. I'm guessing this hotel completely ignores this as I never got any sort of response. Secondly, as a Diamond member (almost to a lifetime Diamond member), we are supposed to get upgraded rooms if they are available. My profile states I like to be on higher floors. I used the app to check-in. I couldn't check-in any higher than the 5th floor (8 floors in this hotel). If I wanted a room on floors 6 thru 8, I had to pay an upgrade fee! So much for upgrading your loyal members (there were 30 rooms available if I wanted to pay the upgrade fee). I called the hotel directly and was given an upgraded room, but I shouldn't have to call in for this. Thirdly, we parked our car and found the elevator to the hotel lobby but unfortunately, it was broken. They had a sign stating this but nothing about where to find another elevator to get to the lobby. It took us 10 minutes of wandering around before we were able to get up to the lobby. Fourth-we were at the front desk and asked for an extra blanket & pillow in order to utilize the sofa bed. They said they would send those items right up. 45 minutes later, I had to call the front desk and ask where my items were. They said they would get right on it. I finally received my requested items 1 hour and 35 minutes after I requested them. Fifth-we decided to go to the manager's reception. We wait in line and order beer. Well, guess what, they are out of beer. In addition, for snacks, they had a half plate of cheese and nothing else. The other plates were empty and not replenished. Lastly, the breakfast buffet. One day they yogurt, the next day it was not offered. No variety to what they offer, same food every morning. And as stated in previous reviews, the soda machine was broken. Guess this is something they will never get fixed. Other than that, on the bright side, the hotel has easy access to the Metro. You pay a lot of money these days for less service in hotels but this Embassy Suites went well beyond of making sure what they provide was even less than exceptions from a hotel. I will Never Again book this hotel the next time I am up in the DC area.

Astonishing check in process. After climbing the escalator stairs (it wasn't working on Sunday...was working on Monday) we wait for ten minutes to check in and when we reach the front desk the only clerk on duty says she needs to go upstairs and she will be back in a little while. So we stand and stand and stand—Come on embassy suites: for the rate we are paying you could hire a second person. I haven’t seen a hotel so understaffed for a long while. I feel sad for the one person who seems to be employed here. By the way one of two elevators to the garage is also out of order. When you walk to your room you discover this is a very tired and worn out hotel. Chairs are spread out haphazardly on the floor below. The door locks are all missing so you can’t use your phone app to get in. Instead your key must be placed against a hole in the door. There is no shop in the hotel for incidentals. There are microwaves in the room but nothing to put in them. The place is like an enclosed office mall that is quite empty. Good set for a horror film. Now one goes down for breakfast and the brightly lite soda machine isn't work (I prefer coke for my caffeine). Ask the breakfast staff and they laugh saying it hasn't worked for a couple of years. Management doesn't care about fixing it. Another little rant. Each time you want to leave the garage you have to stand in queue at the check in desk — once for 12 minutes— and get your pass validated. Sigh. We did a few trips and this process added up to an extra 30 or more minutes. Enough! I have stayed at many Embassy Suites and this has to be one of the worst one. A little investment would make a big difference. I am betting that Hilton is selling the property and has decided not to staff or maintain it.