My girlfriend and I decided on a last minute trip to DC at the beginning of April. The Fairfax seemed like good value and in a great location. We arrived on a Saturday afternoon at 2:15, and were told that our room was not availabe to check in. We left our two bags and my Ralph Lauren coat with the bellman, and went out to enjoy the day. When we returned I asked for our things to be brought to the room. My two bags arrived, but not my coat. They said that it must have been misplaced and said someone would bring it up. 1 hour went by and it was time for us to go out so I went to reception to ask what was going on. Nobody knew of my coat, the desk manager had simply chosen to go home and not bother to tell anyone about the missing coat. Having no choice, I was forced to go out in just my shirt. The next day it was fairly certain that my coat was missing, so the security manager took my details and promised that someone would get back to me.... nobody did. I had to spend my time repeatedly chasing up the hotel manager to get a response. Finally someone from the insurance company got in touch with me, and I was forced to settle for less than the coat was worth. To date, nobody from the hotel has apologised. I had a couple of single line emails from the manager to let me know that the insurance company would get back to me, but nothing apart from that. Not one person has said sorry or even tried to explain how they managed to lose a $500 coat that they had to look after for less than 4 hours.
This is honestly the worst customer service experience I have ever had with any business. The hotel itself seemed OK, and the location was great..but I would really question whether to stay in a hotel that treats customers this poorly.
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