Comfortable Stay with Seniors, but Disrespectful Service Moments
I stayed one night at Arlo Washington DC with my senior citizen parents. As an Expedia Blue Premium member, I expected a smoother and more respectful experience. While there were some positives, multiple service gaps left us disappointed.
Positives:
• Smooth check-in
• Room and washroom were clean
• Housekeeping was helpful, despite a language barrier (staff spoke Spanish; I speak English)
• Restaurant staff was polite and professional
• A 30-minute late checkout was granted, and a short grace period was appreciated
Issues That Shouldn’t Be Overlooked:
• The room had very limited walking space and did not meet expectations
• AC wasn’t working at check-in; after it was fixed, a technician oddly returned again
• The hotel’s AI phone system made real communication difficult
• A $15 restaurant discount was honored at the restaurant but rejected at checkout, which felt disrespectful and dismissive — it was only honored after cross-verification
• I’m still disputing a 20% tax charged on restaurant food, which feels excessive
• Luggage assistance took 25 minutes after checkout, during which time the room’s AC had been shut off, making the wait extremely uncomfortable for me and my elderly parents
Inconsistent communication at the front desk — I received an email confirming a 12 PM checkout, but was told at check-in that it was a mistake. Although it was eventually honored, the situation was poorly hand
