Don't expect a sleek, modern Intercontinental hotel as you find in many other cities. This is a historic hotel, which has some lovely touches in the lobby area.
The first room I was given was rather small with one small window. As a Platinum Ambassador I was surprised that such a room was given as my upgrade. Upon request they gave me a room that was a bit more spacious and which had more windows.
Some of the staff were lovely. For example, I appreciated the assistance of the woman from guest relations, whose name I've forgotten. Also there was a very helpful and friendly woman at the front desk that I chatted with, whom I believe is originally from Nepal. However, there was one very rude doorman, who refused to help my companion to find a taxi one night, as well as an unfriendly woman at the front desk who practically dismissed me when I attempted to ask for information about sightseeing. They really cast a cloud over my impression of the Willard. Very unprofessional and inhospitable. I must say that guest relations responded promptly and appropriately when I informed them about my experiences.
My companion and I were dismayed to learn that the concierge did not give us accurate information regarding a particular tour. He sold us tickets for a particular tour and told us that the tour included a boat ride that we had expressed an interest in. However, we found out the hard way that the tour we purchased from him did not include the boat ride. (!)
Wifi was not free, which was surprising and disappointing.
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