Review of The Watergate Hotel Georgetown 5*

I booked my hotel stay selecting the premier king with balcony. I selected this room assuming all the rooms had a tub per the pictures on the website. During the online booking process where you are allowed to select packages such as spa amenities and food & beverage amenities. I selected the champagne package. I tried to modify my stay online after purchasing a room and couldn’t do so. I called the hotel number in the email twice and got no response. I emailed reservations and never got a response. I decided to wait until the day of check in to make these changes. When I arrived to the hotel at 2:45pm it wasn’t busy at the time. Valet watched me pull up, I had to remove my own luggage. Someone did eventually issue me a parking ticket. I had to struggle to get through the front doors with luggage in both hands. I get to the front desk to check in. Check in was quick, and I finally ventured to my premier king room with balcony. I was shocked to see that there is no tub, just a shower. I didn’t want to argue or call the front desk and just accepted the room hoping my champagne and macaroons would come soon to lighten my mood. An hour passes and it never comes, at the two hour mark I call the front desk and request they check my online request for the champagne package. The front desk employee tells me it is not listed, and that she didn’t even know such package existed? Baffled that the employee was not trained on her own hotel packages offered, I politely request that it be added, as I selected it online. She agreed to take care of it and reach out to the room service to have it delivered. Another hour passes as I wait — — still nothing. I call room service again, the slightly annoyed the front desk employee tells me that she will check. More time passes and I call again to cancel the order. I had plans and wasted a lot of time waiting and decided to buy drinks from The Watergate vintage wine and alcohol store around the corner. Frustrated, I return to my room and the champagne finally appears anyway after I requested it be canceled. I ventured through the cold to buy alcohol myself. The only highlight of my hotel stay was with the pool and spa staff. The only team that seemed to function properly. Upon checking out, I called the front desk to check out. I did not have faith it would be completed so I went to the front desk to find out it was not completed. I was shocked to see that I was charged $109.08 for the $45.00 champagne package. I remained calm and polite as the nightmare was coming to an end. This front desk employee also was not aware of the champagne and macaroon package for online bookings. I had to pull out my iPhone and go through the booking process at the front desk to show the employee. She completed my bill anyway, emotionless and unapologetic, she noted that the sales department would email me to correct this. I did not have faith that this would happen. I have stayed at many high end hotels in Washington DC and by far this has been the worst experience. This is my first time staying at The Watergate Hotel, I had such high expectations due to the marketing of this hotel being a luxury hotel. The hotel looks amazing, the customer service not so much. A week has passed, and I have emailed two hotel managers, no response. I still have not received my refund from the sales department.