Arlo Washington DC

Do not stay here. I don’t believe we could’ve had a worse experience from any hotel, let alone a 4-star accommodation if they tried. The hotel is beautiful and that is the height of what they offer. Through several mishaps, nobody on the service side returned a call, followed up, or resolved the issues on their own for the entirety of the 3-night stay. I had to request the urban fee be removed from at least one of the two rooms I booked, and I was only refunded two of the three fees. The front desk person confirmed my claims via service notes but could only partially fulfill my request. There was zero empathy or gratitude for my patience. I shouldn’t have had to fight for basic service. 1. Day 1 – I asked for a simple birthday note in the room and was told this only came with a paid amenity. I ordered a basket of 10–20 artisanal snacks and 4–8 non-alcoholic drinks. What showed up was 2 bags of Doritos, a box of M&Ms, a box of Skittles, 2 cans of water, and a bottle of Ketel One. I had to email proof of what I should have received. The front desk staff laughed when I followed up, remarking that they’d seen the photo I emailed and told me it would be corrected. It never was. After more follow-ups, I was told the original items weren’t in stock and that this was their “comparable” alternative. No one informed me beforehand. I was refunded the basket and given two breakfast vouchers—on Day 3, resolved by Jeremy. 2. Day 2 – A maintenance issue shut off water and closed the restaurant Arrels for the rest of our stay. That restaurant was 1 of the only 2 places you could use the $15 daily credit included in the urban fee—but it didn’t apply to breakfast, and there’s no complimentary breakfast. Other guests were also upset, saying the in-room marketing was misleading. 3. The main restaurant was closed, so we tried Art on the rooftop. We were told they only served “shots, beer, or wine,” though we saw food delivered to others nearby. 4. Day 3 – Our TV stopped working around 9AM. We were told maintenance would be up “soon.” At noon, no one had come. We followed up again at 5pm still broken. I called again and was told they’d send someone right away. After another delay, I was finally called back by Jude, who acknowledged the ticket had been ignored. He offered to move us to a new room (same level, not an upgrade), and helped with our bags. Appreciated his effort, but again, not 4-star service. 5. Ice machines are only on the 3rd and 8th floors, and no buckets are in the rooms. When I asked, I was told buckets would be near the machines and no key was needed. We couldn’t find any buckets on the 8th floor and had to go to the 3rd. You do need your key to access the ice room. There were also microwaves in those rooms, which we weren’t told about, despite asking if there was a way to reheat food. In all the front desk provided a lot of lip service and wrong answers with no follow up and no initiative for resolution. No one was outright rude, but they

This is the second time we’ve stayed at an Arlo, but the first time in DC. The staff go above and beyond. We told Jeremy at the front desk that we visited this hotel in Chicago and that it was my husbands birthday and he upgraded our room to the most beautiful city view room. Everyone is so nice and accommodating!

The rooms were even better than the photos modern, very clean (one of the most important thing for us) and the bed was incredibly comfortable. The front desk staff were exceptionally welcoming and helpful. A special thanks to Mr. Dogan, who assisted us during check-in and made sure we had everything we needed. Truly a great stay!