Hilton Garden Inn Reagan National Airport

On 1/3/26 I called the Hilton garden inn at 12:45am I was put on hold for 25 mins no explanation was given as to why I was put on hold, I then hang up and call again being put on hold again for 15 mins before I called back multiple times to try and get an answer from someone, finally after 3 times of trying to call the front desk the rudest lady came on the phone and told me I would be put on hold I asked “how long” she said “one moment” and puts me on hold for another 20 mins! She claims that she was dealing with a customer and had a bad attitude the entire call when I feel like my questions where simple 1.) can I have a late check out and how much is it and 2.) how much is breakfest, I didn’t even get to my second question as she said she had another customer in the lobby to deal with then I get put on hold for another 10 mins before I finally asked her for her name and she refused to give it to me possibly knowing that I was going to complain. She told me to call her the “front desk attendant ”, so to the “front desk attendant” who that was working at 12:45am (was a lady) on 1/3/26 and disconnected my call after I asked how much the breakfest was I really hope you get retained in customer service because conflict and resolution is not ur strongest attribute. As for the actual room it was great nice and clean and comfy beds, I wish the elevator for the suites would work just one time I stay here so I don’t have to take stairs luckily I don’t have a lot of luggage, but I couldn’t imagine what it must be like for the family’s that do. This review is mostly based on the customer service experience I had which was poor and honestly not even worth 2 stars however the only thing saving this hotel is that the rooms are nice. I will say however the manager on duty that answered the phone in the morning around 10am ish on the same day was very helpful.

I'll error on the side of enthusiasm and rate this hotel 3 stars, because 2.5 is not allowed. Overall, I was mildly disappointed. It is not a bargain when the exorbitant cost of parking is taken into consideration.

Pros
• Great location, near Reagan National Airport and short walk to Crystal City Metro stop.
• Rooms were recently renovated.

Cons
• Parking was an additional $48/night (over half the cost of the room on Expedia).
• Rooms are small, hallways are narrow.
• Beds are smaller than typical for "Queen" size.
• Rooms lack a closet, just an armoire.
• No bar soap, minimal towels.
• Elevator at end of hallway near parking garage was dilapidated, lurched, and made scary noises.
• We were awakened at midnight when multiple next-door guests arrived and started partying to loud rap music. I went to the front desk in my pajamas to request a new room and was denied. Instead, over my objections to do so, the clerk called the room and said on the phone to its partying occupants, "The people next door are complaining about the music." I then turned to the clerk and said, "Thanks. Are you trying to get me killed?" She responded, "They won't know it's you; there are rooms on both sides." I was reassured that it reduced my odds of becoming a homicide victim by half.
• There was hair embedded in the scrambled eggs in the breakfast buffet, which is not included in the room costs and is an extra ~$20.

Spent one night here this past week while chaperoning a school field trip to Washington, D.C. In general, the hotel was nice. The room was clean, had ample space, beds were comfortable, and the HVAC unit made plenty of white noise to block out the sounds outside. Our group had a buffet breakfast in the meeting room space the next morning. It was okay, but not great. The main reason for my negative rating though was the water. Our hotel room had no hot water at all. None.

We had 2 adults and 2 kids. The adults tried everything possible (there is a usual handle set up) and still nothing. We assumed because so many in our group arrived and possibly trying to shower at once had overloaded the hotel system. The next morning we discovered it was just our room. An ice cold shower is something that sticks with you in the worst way. I've traveled a good bit over the years and this was a first. Quite frankly, I will not consider booking a stay here in the future for that reason alone.

My recent stay was marred by a series of disappointing experiences, primarily due to misinformation and unprofessional behavior from the staff. Despite the listing indicating self-parking, it failed to disclose that the service was not complimentary. Additionally, while the listing suggested that coffee would be available at 6 AM, the staff informed me that it would be available at 7 AM. Furthermore, although I was informed that I would be eligible to earn loyalty points, these points could only be redeemed through direct bookings. The breakfast details were also unclear, and a staff member who claimed to be the food manager engaged in a rude conversation with me in front of my family. Overall, we felt disrespected and unwelcome during our stay.

Perfect location for making our travel experience a breeze! Shuttle transportation to and from airport was comfortable and convenient.

Yes

On time

From check in to check out, the staff was wonderful. Helpful and welcoming.
The hotel was very clean, quiet and comfortable.

A staff at the hotel have been helpful and friendly. The shuttle that is provided makes it easy to get to the airport.

Only downside was the cost of the breakfast

Bartender very cordial. Friendliness at the bar. TVs were on mute; a good thing!

The staff were super nice and friendly. The room was disappointing because all the furniture was uncomfortable.

Chosen for closeness to airport and reasonable fee. Utilized check-in parking (20 min limit). Evasy check in, but little explanation for parking. Had to park on 2nd floor and walk to entrance on 1st floor. Room very nice (King, standard). Had late dinner at their small eatery (many restaurants on a list, shuttle available), had a special of the day-Flank steak, mashed, broccolini-very good, great service. Checked out early, enabled us to use the same parking to load bags. 8 min drive to car rental return.

Convenient to Reagan Airport, shuttle service is excellent.

HGI is always great!

Some staff was great in the restaurant. But when we got there to check-in there was only one lady on desk who didn’t want to get off the phone with her friend while we stood there for 15 minutes no joke :/ Us and the guest around us were all taken back. I get it if no one is there and you’re bored, but she had so many customers in front of her and obviously did not want to do her job that night.

All good

Shuttle to and from was free. It was fast to get picked up and dropped off. Room was clean quite nice. I wish the room could have been a bit colder but it was nice.

Price was right, establishments to eat were good, night life was reasonable, perfect place to stay if flying out of Reagan.

Clean and comfortable room, very nice workout area. Easy and affordable access to Washington DC tourist attractions via 10 min Rideshare.