InterContinental the Willard Washington D.C. by IHG

Absolutely exceptional service. From the moment we checked in until we checked out we were treated with upmost respect. The hotel itself and the room was very clean and classy. The beds and pillows were very comfortable, the most comfortable hotel bed I have ever slept in. Complementary Nespresso pods were very good and was a great start to the morning. Would extremely recommend this place to anyone, very upscale and classy.

I’m writing this review as I sit in my room, watching my food get cold, all while waiting on condiments to be delivered for my breakfast I ordered as in room dining. To not include syrup for breakfast pancakes is a crime in itself and honestly the final straw I’ve had with my one night stay at The Willard on Christmas Eve. Check-in was subpar. The gentlemen checking me in was not welcoming and almost looked as if he was dreading providing me service. He made no mention of dining hours and when I arrived at my room at 11PM, I was sadly informed I had missed dinner by 5 minutes. The “upgraded room” I received was on a low floor, had a poorly stocked mini fridge and a view of the hotel I should have spent my Christmas Eve with. That brings us to breakfast. Finally I am able to partake in a proper meal. I order the American breakfast with pancakes which came in a timely fashion and looked delicious. After positioning myself to eat a hearty meal, it dawns on me; there is not a single condiment in sight. Not a single salt, pepper, butter or syrup packet available for the $80 breakfast I just received. Of course I call to have this rectified which was promptly acknowledged as an issue, but now here we are, 45 minutes later and still no condiments. You would think the amount that you pay for The Willard would equate quality service, however I think I am more disappointed that I spent my time here. Most importantly my Christmas Eve. I will be sure never to make that mistake again.

The rooms are amazing, the venue is beautiful, the common areas are inviting and cozy, the location is unparalleled. The food service is a catastrophe. We wanted coffee and pastries at the end of a wonderful day touring DC. We approached the podium, talking loudly about wanting cake and a nice place to quietly talk. The maitre denied us service, telling us the dining room was limited for full dinner, highly unusual. We were directed to the coffee shop where the coffee was good but the pastries were stale, chemical-tasting and overpriced. We disregarded this re-direction as a fluke, until we came down for breakfast the next day. The jerk at the podium, wearing seven metric tonnes of hair pomade, flat out told us that "the dinning room was limited for full breakfast service", and that we would be better served at the coffee shop. Fun fact, we had not discussed having "just coffee". He demanded to know our room number before giving us a table. Profiling of any kind is unbecoming to such a great hotel, and undermines the guests experience. Redirection and retraining of your hosts will go a long way.