Residence Inn by Marriott National Harbor Washington, DC Area

It is hard to justify staying here and paying $380-500 per night. There is visible wear and tear in the rooms and they can use some renovations, breakfast is extremely basic and with a lack of healthy options, and the gentleman at the front desk was not rude, but not also polite in any way. I had no heating the first night and the excuse next morning was that the heating system is old and sometimes it gets stuck on cold. The front desk staff was dismissive and there was no maintenance on site until the morning. It is a decent hotel, but it should offer a lot more for the prices they charge. Better options in the area, Gaylord was unfortunately booked during that time.

I'm a Marriott "guy". So when I travel, I try to exclusively stay at Marriott properties. There are many good "chains" out there, but for me personally, Marriott stands out, This review is about customer service, but I want to give a shout out to four people that I have dealt with over the last 3 days: Bianca Davis - Outstanding. Honestly one of the best! She is a leader. Kalesha Webb - Super professional, warm, and friendly Jessica R. - Fantastic smile , professional, helped me with the business center, Teirra - who I believe was working on her 4th day on the job. Genuine, warm, and professional. By the way, if I somehow got her name wrong, she was was born on Christmas Day! Jesseca R. Thank you for helping me with the "logistical" stuff. Your smile and genuine concern for my success

Shoutout to Vincenta Ornelas, the Director of Housekeeping and her staff. When I left my airpods in my room, not only were they found by the housekeeper, Vincenta followed up to make sure I sent her a mailing label for her to send them back to me and she took them to the post office when they weren't picked up with the regular mail. I have never experienced that kind of service at any hotel! 5 stars! My room was clean and the rest of the staff was very pleasant as well, but I really wanted to shout out Vincenta. Thank you!

Sitting directly across from the Gaylord, this property should be better. The location is amazing. Parking is very affordable. Check-in/out was fast and easy. The breakfast had plenty to offer and was clean however, the meat was cold and fresh fruit was browning from sitting out and being untouched. Housekeeping was very good. The room was spacious though the bed wasn't very comfortable. My major complaint (which is a deal breaker for me) is the bathroom had a drainage issue and we had to start/stop the shower to minimize how much water we stood in while showering, which didn't work. Overall, is consider one of the other properties first for comparison before I agree to recommend this property.

**Exceptional customer service without even being a guest.** When the Westin failed to honor a meeting room reservation, the Residence Inn manager stepped in on short notice and provided space over the weekend. He was genuinely helpful and accommodating despite not knowing the reviewer was a Marriott member and having no obligation to assist. Outstanding example of going above and beyond to help someone in need. Thank you