Washington

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What people say

Took a family after-Christmas trip to DC (five of us) when my eldest daughter, 26, ventured on her own to take pictures of the extetior of Trump hotel when she discovered her phone died once she arrived. Hence, she felt stranded and concerned. She approached the doorman and inquired if there was a Starbucks close by to charge her phone. As the conversation continued, the doorman offered his assistance and offered recharging her phone inside and invited her to sit in the lobby as he communicated to the lobby staff the situation. During the phone's non service period we were attempting to call her and receiving no answer and we started to worry--we started to take steps to track her phone!!...then she called from the charged phone!! She said the staff was helpful and friendly; and she decided to to get a bite to eat and have a glass of champagne as she waited. She described her waiter as attentive and concerned that her phone would be fully charged. He wanted to make sure she was okay. As parents, we were relieved they were so helpful and offered assistance to a young lady alone. She shared with us that she was so impressed, we decided to go back the next night and have a light dinner. The doorman remembered my daughter and her name as did her waiter. The interior doorman was friendly when he greeted us and directed us where we needed to go! He had a great smile! The staff we we counteted were extremely welcoming and not pretentious at all! The staff was diverse from all over the world. Our cheese tray server was from Ukraine with a slight speech impediment and happy to be in America--he was impressive. Our server was friendly and polite but needed improvement on her service skills--she wouldn't check on us enough--didnt clear dishes or refill coffee..etc She seemed like she was never around.. Maybe she needs more training given the hotel only opened in October. I had to send back my burger three times because it wasn't well done enough for me. A manager approached me and addressed the issue sincerely to rectify and finally absorbed the cost of the burger due to the delay with my meal. The doorman remembered my daughter's name, was introduced to me and my youngest daughter and later remembered our names!! He was amazingly personable and guest oriented. But most important...he (and staff) assisted my daughter and was kind to her the night before ---and that's what i appreciated the most as a parent! They helped in keeping her safe. One day we'll go back and splurge and stay at the hotel!!

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