6/10 Okay
Verified traveller
20 Feb, 2024
Liked: Cleanliness, room comfort
Disliked: Communication
Poor property management communication
The unit was very functional for our party of three, however...
Checking in and out was confusing at best. We had uploaded all the information including ID cards well in advance of our arrival when we first booked the reservation. Yet literally as we're flying into DC, a rental agent sent an email informing us that they hadn't received them... very unsettling at beyond the 11th hour. Fortunately, all three of us were traveling together and we managed to take a photo of our IDs and email them enroute. Not five minutes later, we received a call from the rental agent's office telling us they have yet to receive them (!). We told them to check their email, which they did after a putting us on hold. Feeling less than confident, I requested they confirm receipt, which they ultimately did.
This theme of the right hand not knowing what the left is doing surfaced again when we tried to get a washcloth and an extra towel. A series of emails ensued, including our having to verify a photo of the 2 towels that had been left for us. They said they'd provide add'l towels but never did.
Finally, we received check-out instructions via email directing us to leave the keys on the counter and send them a photo as proof to avoid additional charges. We asked for confirmation via email to ensure we weren't charged for late checkout and never received it despite followup requests. We finally received an email thanking us "for the information" but not confirming anything of substance.
Verified traveller
Stayed 3 nights in Feb 2024