Aloft by Marriott Dulles Airport North

Completely mismanaged and incompetent front desk team. Do not stay here.

I'm not a fan of the room layout. There are two light controls, 1 that turns on both the sink/toilet areas and one that turns on the sleeping area. The problem is, if you have to use the toilet at night, you have to turn on the light for the sink area also which doesn't have a door. Therefore the entire sleeping area brightens up also. They need a separate light for just the toilet area. Secondly, its hard to to turn on the shower and adjust the temp without getting the floor all wet with the way the shower door opens. Now with service. On our first evening the fire alarm went off because they burnt popcorn. Then, each of the following two mornings the fire alarm went off for a few seconds in the 6am hour for some unknown reason. I'm guessing someone burnt toast. Then there's house keeping. There's a card in the room saying to leave towels you want changed out on the bathroon floor and if you want the sheets changed, to place this card on the bed which we did. We left the room at 10am and house keeping was cleaning the room across from us and saw us leave. We returned that night at 8pm to find the room as we left it. No new towels, beds untouched, and garbage can still filled. 1st and last time at Aloft

Check-in set the tone. The front desk agent (Nani) took a phone call in the middle of checking me in, handed me my key card, and just waved me off with a hand gesture while still on the phone 🙄 I had questions about breakfast and the property but she was clearly trying to shoo me away. Then it got worse. The WiFi login asks for your room number and last name. Mine came back “not found,” probably because my check-in got messed up while she was multitasking on the phone. So I called the front desk and got Nani again. She told me she doesn’t know how the internet works, has never used it, no one has ever asked her how to connect, and that I should go talk to the bartender. The bartender?? 😂 I’m a Marriott Ambassador Elite member so I called the Ambassador line for help. The Ambassador agent called the property directly and spoke with Nani, the same front desk agent… who told her to go talk to the bartender too 🤦 When even Marriott corporate gets referred to the bartender, something is seriously broken at this property. I don’t expect IT support from a front desk, but “how do I connect to the WiFi” has to be the most common question a hotel front desk gets. Basic customer service training is badly needed here. Location is fine, service is not.

Excellent service Daniel and Javier