The St. Regis Washington DC

The St. Regis apparently wants Marriott Bonvoy customers but doesn't want to provide them with the benefits required I have Ambassador status. I booked 4 nights over a weekend when Washington was relatively quiet with many hotels empty. I attempted to use a Marriott Nightly Upgrade Award certificate to confirm a suite in advance. I selected multiple categories of entry-level and mid-level suites. The suites were not sold out. The NUA certificate was rejected 24 hours before arrival, even though the suites were still available for booking. My Ambassador Services agent also attempted to confirm me into a suite on the morning of my arrival day and the hotel would not provide a suite upgrade. All they did was block me into a larger, non-suite room. I arrived around 6 pm and still hadn't been upgraded to a suite. Upon arrival, multiple categories of suites were still available for booking for the entirety of my stay. So, during check-in, I asked for a suite upgrade and was told the suites hadn't been cleaned. Mind you, it was at least 2 hours past the official check-in time. That seemed like a convenient way of not having to provide an upgrade. I'm sure if I had booked a suite, the suite would have been clean. After about 45 minutes at the bar/restaurant, I was given keys to the suite. I stayed in the suite for about 5 minutes. The walls were thin, and there was also a connecting door. I could hear everything in the neighboring room. It was like I was in their room. The noise was that loud. And the noise was the kind you don't want to hear, especially at the price point of the St. Regis. I was offered another suite on a lower floor but was told it needed to be cleaned or inspected. I forget which. I initially accepted but then decided not to risk it. I checked out and went to another hotel. Besides the significant issue with the upgrade and the problem with the noise, I found the overall service below what you expect of a 5-star luxury hotel. Specifically: 1) No pre-arrival email from guest relations or the concierge. 2) No personalized welcome letter. Instead, they gave me a generic form letter that a manager doesn't even sign. 3) I requested a copy of the Washington Post newspaper each day of my stay. I did not receive one. 4) Received an in-room F&B amenity containing an item I don't eat and disclosure as something I don't eat on my Bonvoy ambassador profile and preferences. If you're going to do an amenity, at least make an effort by taking 1 minute to consult a guest's profile and preferences. That's why Marriott requests that information from ambassadors. It just tells me the hotel doesn't care. I will compliment the hotel on the bar/restaurant. The staff were excellent. Polite, professional, and hospitable. The kind of staff I would hire if I owned or managed a bar and restaurant. The wine selection was excellent, including options by the glass. The shrimp cocktail that I had was also excellent. So, I have no complaints about the F&B side of the hotel, although I can't comment on breakfast or whether Bonvoy platinum, titanium, and ambassador get their full breakfast benefit. I left and went to a competing 5-star hotel, where I had a wonderful stay. That hotel doesn't cheat their chain's equivalent of Bonvoy ambassadors out of benefits. All things considered, there is no shortage of hotels in Washington. The St. Regis has a great location and a very storied name. Unfortunately, the hotel doesn't seem to treat Bonvoy elites well. Judging from other recent reviews, it appears to be a reoccurring issue. So, if Bonvoy benefits are important, I would look at a different hotel. The Four Seasons, Park Hyatt, and Waldorf Astoria are better options.

Stately hotel that is located approx 10 min walk from the White House compound. Hotel is St-Regis-esque from an amenities and quality perspective. Arrival was met promptly and warmly by the front door staff and check-in was efficient and courteous. Assigned room was expected of the brand - nicely adorned with pleasant and functional furnishings. Everything worked, re: temperature control (including ability to cool in the middle of winter), bed was very comfortable, wifi signal was robust, lots of power outlets including on the bed stand (appreciated). Bathroom was on the small side; there was very little space next to the sink area and water pressure (shower and sink) was tepid. Shower unit also had a ~1.5 ft step-up and down that can be a hazard (my perspective). Toilet seat had a warming feature - again appreciated. Ate breakfast at their singular restaurant - fare was reasonable but price was on the high side (even for a St. Regis). Staff at the restaurant (and throughout) were very attentive helpful, and pleasant - which is the best feature of this establishment.

Stately hotel that is maintained at St.Regis standards and that is extremely well managed by excellent staff. Hotel is located within an approx 10 min walk to the White House compound (purpose of visit). Arrival was met by warm and friendly door staff and checked-in by an efficient and courteous member of the front desk. Assigned room was as expected of the chain - it was nicely adorned and furnished. Climate control was responsive (even to cool in the middle of winter), bed was very comfortable and the room was provided with multiple power sockets - including on the bed stand (much appreciated). Wifi signal was robust and worked flawlessly on some late calls. Bathroom was on the small side - water pressure was tepid, sink did not have sufficient space and the shower required a 1.5 ft step up and down that can be a hazard. Partook breakfast at their singular restaurant - staff were very attentive and the food was acceptable fare. Greatest attribute of this establishment is their staff who worked tirelessly to make sure my needs were attended to when I needed them.

We had a mini-suite and it was spacious and clean. The turndown service was lovely with chocolates. Staff were all friendly and helpful, particularly the doormen and bellhops. Shower pressure could be a little better. The iron in our room did not work but they brought a new one in minutes. There are very nice bathroom amenities. The hotel is 98 years old so has the look of an older era. Hotel was helpful with early check in and late checkout. We would return.

Where to start? For background I am a Bonvoy loyalist and have actually stayed at this property a few times before so had some context. It's always had some shortcomings due to its historic nature but it made up for them due to its location and charm...until now. On arrival there was a 10-12 minute wait for a front desk agent as there was only one on duty and several people waiting to check in. That being said the staff as a whole were literally the best part of this stay and it's only redeeming aspect. Check in was cordial and they upgraded me to a "renovated" room. I selected the free breakfast as my Bonvoy benefit. Getting off the elevator onto the renovated floor I was a bit taken back by the starkness of the hallway. It was all done in fake marble tiling that looked like it came from an Ikea. Panels in the wall as well as on the elevator had chipped paint that looked like it was badly applied. On getting to the room I was prepared that it was going to be very small for a luxury property-- I've stayed here before. But what I wasn't prepared for was how cheaply done the renovation seemed to be. Most major things were haphazardly painted over a brighter beige than before. The desk and chair were repurposed from before the renovation. The biggest issue was the bathroom. The same cheap fake marble from the hallway was all over the bathroom. The fixtures were wobbling when you turned water on or off. The shower had an awkward step up to get into it that I would imagine is dangerous for someone not sure footed when wet and the fixtures there also were of poor quality. Water pressure was poor. Paint was chipping. Nothing about this bathroom would make you think you were in a 5 star hotel room. I think the real kicker was the next morning. We requested a late check out which I am entitled to through Bonvoy and it was honored. The complimentary breakfast they provide is from an abbreviated menu and limited. Most other St Regis' will just offer you a per person credit and let you order whatever you want. Seems like a dumb thing to get people miffed about. Then the door slamming began around 7am. The tiled hallway turns out has ZERO noise insulation. Every 5-10 minutes doors would open and slam shut. People would be talking loudly in the hallway-- someone was whistling for a bit. It honestly sounded like a train station outside of our door. What was especially maddening was the door making the most noise was the one the staff use that was a few doors down from us-- like put a soft close mechanism on it or something! We decided it wasn't relaxing and left well before our checkout time. Honestly I think the hotel really just doesn't meet the standards of a St Regis-- certainly not even close to the original one in New York (which I actually think is older so that's not an excuse). For us Bonvoy loyalists I think the best you can do in DC is still the Ritz Georgetown with the Ritz DC being a second. The best parts of this hotel, namely the lobby and adjacent bar, can be enjoyed without having to pay to spend the night. The staff are wonderful, warm, and kind and the food is pretty good-- will give them marks where they earned them. Special kudos to the bar staff and front desk. The St Regis DC needs to be rebranded or adequately upgraded. The renovation they did in the rooms hasn't held up for a few months-- I can't even imagine what it will look like after a few years. There is no excuse for cheap feeling rooms and extremely noisy hallways at this price point. Oh and the cherry on top is they charged me for breakfast (even though it was included as a benefit) and after 2 calls, where they insist it's being fixed, it still hasn't been.