The Westin Alexandria Old Town

I stayed here for a conference that was at the hotel. There are a lot of nice little touches, such as a nighttime lavender oil by the bedside (pictured), a cozy robe, and nice toiletries. The front desk and housekeeping staff go above and beyond. And it is a nice, walkable neighborhood that is close to the restaurants, coffee, and the train.

This hotel provided some of the worst customer service I’ve experienced. After accidentally leaving my wallet in the room, I called that same evening and was told the hotel would investigate and follow up. Instead, I had to call daily and speak with different front desk employees, who repeatedly said housekeeping had found nothing. On the fourth day, the housekeeping manager finally called to say the wallet could not be found. When I asked them to check again, the response was defensive and rude: “We couldn’t find anything, ma’am.” I understand the hotel cannot guarantee recovery of a lost item, but I expected better communication, urgency, and professionalism. Having to repeatedly follow up myself and wait four days for a definitive response was extremely disappointing

My friend lost their wallet at your location, and when we asked for help, the staff did not assist us. Improve how your team responds when a customer loses something.

Great Conference Property in a convenient location.

$5 for an ATM transaction is a bit much

My second year in a row staying here for a conference and everything has been excellent. The area is gorgeous and it's nice to walk around and get out of the hotel...

⭐️ Very disappointing experience — BEWARE I had a really bad experience at this hotel. I stayed for three nights, and on the first night I noticed what I thought was a mosquito bite on my shoulder. It was extremely itchy, but I didn’t think much of it and assumed it was just a mosquito. The following night, I developed two more bites—one on my ear and another on my head. I was very busy with work and didn’t pay much attention to them at the time, but they continued to be extremely itchy. On my way home, I started researching why I had been itching in the same spots for several days. Based on what I found, I became concerned that the bites could have been from bed bugs. I contacted the hotel as soon as I realized this. They told me that because it had already been 3 days since I checked out, there wasn’t much they could do, but they asked me to send pictures of the bites. I sent the pictures as requested and never heard back from them. What bothers me most is the lack of follow-up. If there is a possibility that a room has bed bugs, I would expect the hotel to take the situation seriously and investigate it—not simply stop responding. I can’t say with absolute certainty that the bites were caused by bed bugs, but the timing, location, and symptoms made me very concerned. I wonder how many other guests may have experienced something similar and simply never reported it. Very disappointing experience, especially considering the hotel had an opportunity to address my concerns and chose not to follow up.