Hyatt Centric Old Town Alexandria

Our stay at the Hyatt Centric Old Town Alexandria was a mixed experience. We arrived early, around 1 PM, before the scheduled check-in time. We certainly didn’t expect our room to be ready early, but the gentleman we interacted with at the front desk wasn’t particularly friendly or welcoming. Unfortunately, that first impression carried over throughout the stay, as none of the staff members we encountered seemed especially warm or welcoming. The most concerning service issue happened about 40 minutes after we checked in. While we were taking a nap, cleaners entered our room without knocking. Having hotel staff simply enter an occupied room without knocking was uncomfortable and definitely not something we expected after we had already checked in. There were also a couple of issues with the room itself. There was no hand soap, and the in-room safe did not work. We were disappointed that my World of Hyatt Explorist status was not recognized because the reservation had been booked through the Chase Travel portal. I understand that bookings made through third-party travel portals may not qualify for Hyatt elite benefits, so this isn’t necessarily a failure on the hotel’s part. However, it definitely diminished the experience and is something Hyatt members should be aware of when booking through Chase Travel. The service experience continued at checkout. We asked whether a late checkout might be available and were immediately told no because of the hotel’s occupancy. The issue wasn’t necessarily that late checkout wasn’t available—we understand that it can depend on occupancy—but that the answer was given without the staff member even appearing to look at our reservation or check whether anything could be accommodated. It reinforced our overall impression that the service was somewhat dismissive rather than welcoming. On the positive side, the bed was incredibly comfortable. I slept extremely well all night, and our room was remarkably quiet. Those were major positives and made for a very restful stay. Overall, the room provided an exceptionally comfortable and quiet night’s sleep, which we really appreciated. Unfortunately, the service issues—particularly staff entering our room without knocking—and the lack of warmth from the staff significantly detracted from the experience. With more attention to basic room details and a more welcoming approach to service, this could have been a much better stay.

They charged me $12 for water I did not drink. I only found out when I checked my credit card statement. When I called, "Jackie" at the front desk refused to admit their mistake and kept repeating that "it is based off off water usage." She asked if I wanted to speak to the manager. I said yes, she said I should call back and try tomorrow. What a joke!

My stay at Hyatt Centric started off fine. The hotel was clean, in a good location, and my room was clean with no issues. I prepaid for my stay through the Capital One travel portal and was told incidentals would be $50/day. I also used valet parking at $45/day, which I had no issue paying. Unfortunately, the problems started at checkout. On Sunday, August 30, I noticed three separate charges totaling $266 on my card. I questioned the front desk because my room was already prepaid. I was told the charges should drop off and that I should call back if they didn’t. I was also emailed a receipt showing the $266 as a charge, which was confusing. Two days later, the full $266 posted to my card, so I called the hotel. The employee acknowledged the issue and said a manager would need to process the refund. I was told to give it until Friday. When I still hadn’t received the credit, I called again and eventually spoke with manager Felipe, who said he would pass it to the evening manager to process. The refund finally appeared on Monday, September 7, several days after I first reported the issue. What was most disappointing was having to repeatedly follow up on a charge that should never have been made in the first place. I also asked if they would consider waiving valet as a goodwill gesture for the inconvenience. I completely understood that I had used the valet and was originally willing to pay for it but after having to spend several days chasing down an incorrect charge, I thought a small concession of even one day would have been reasonable. That request was declined. This was actually my second stay at this hotel and I experienced billing issues both times. The first time, the issue was corrected quickly but this time the process was much more frustrating. The hotel itself is clean and conveniently located but accurate billing and proactive customer service are important to me. I shouldn’t have to repeatedly contact a hotel to get an incorrect charge reversed. I hope management puts better processes in place to prevent these issues from happening to future guests. Unfortunately, because of my repeated billing experiences, I would not stay here again.

Very nice helpful friendly staff, rooms are smaller than average, breakfast is very good 👍

Rooms are small but impeccably clean and comfortable. In general the size and design of the room felt inferior to the Centric in Philadelphia. It's definitely adequate for business travel but I wouldn't want to try to fit two people in the room or go here on a family trip. I did appreciate the quiet of my room and comfortable bed. Front desk was friendly and helpful, ensuring I had a room away from the elevator and bottled water. The walkability of the location is 5/5. I would stay here again.

Checked in around 10 PM just to crash for the night, and it served its purpose well. Good location close to Alexandria.

The hotel was quiet for sleeping, which was perfect. The TV had about 55 channels but only maybe 25 which worked. Most were news only. The casting to TV didn't work, as well as the Internet was hot or miss. The room for the most part was clean, however, the vent in the bathroom was nothing but horrible thick dust, which was gross. The "neighborhood view" was the dumpters. Literally. Also, they wanted to charge $6 per water in the room. You are better going to the local store to buy your own. Parking was fine. But to call for your car, the room phone didn't work, so had to go to the hallway and use the phone by the elevator. Tried calling from my cell phone, but again, service was bad. Most front staff was friendly, however one lady didn't seem to want to be bothered and tried to say she had nothing for a parking for our car that was assigned to our room. No worries out vehicle was ok and found and after talking to someone else. Not sure if we would stay again. The location a was decent.

Gorgeous hotel with exceptional,attentive staff. Front desk staff remembered my name throughout my stay. Small but cozy room was well-appointed and convenient. Clean and comfortable with nice amenities.

I stayed at this hotel for a week while traveling for work, and the staff made my experience truly exceptional. Steven at the front desk was incredibly kind, welcoming, and knowledgeable about the area. He took the time to explain the Metro and share tips that helped me safely explore DC and Alexandria during my evenings off. I also want to recognize the wonderful woman who worked the breakfast, bar, and evening bar area. She was always so friendly and welcoming, and she shared great advice about the Metro and getting around the city. Between her guidance and Steven's, I felt confident navigating the area and was able to enjoy sightseeing after work. I would also like to thank the valet attendant. Every morning when I left for work and every afternoon when I returned, he was quick, professional, and always had my car ready with a smile. He never made me feel like I was inconveniencing him, even when I was coming and going frequently throughout the week. His positive attitude and excellent service made my busy work schedule much less stressful. Traveling for work and being away from my husband and two boys isn't always easy, but seeing these friendly faces every day made me feel at home. Their kindness, professionalism, and genuine care made a lasting impression and turned a business trip into a really enjoyable stay. Thank you all for going above and beyond!

A billing problem became a police matter instead of a customer-service matter! I stayed at the Hyatt Centric Old Town Alexandria on August 7 after my flight was cancelled. I booked through Chase Travel using credit card points and arrived at the hotel with a confirmed reservation. At check-in, I was told that because I had booked through a third party, the hotel was going to charge my credit card for the full room rate and would refund the charge after receiving payment from Chase. I explained that I had already booked through Chase Travel, showed that I had a confirmed reservation, and said I was happy to provide my card for the customary incidental hold but objected to being charged the full room rate again. I was told I would not be checked in otherwise, and the hotel charged my card. At checkout the next morning, I asked the hotel to reverse the charge. Rather than attempting to investigate or resolve the discrepancy, staff repeatedly told me that it was my problem to resolve. The situation became significantly worse when I requested a paper receipt documenting what the hotel had charged me. Staff initially refused to provide one and said it would be emailed. Because I was disputing the charge, I continued to request a paper receipt before leaving. When they eventually managed to print one, it did not reflect the correct amount. I again requested an accurate receipt. Weekend manager Judy Bauer then threatened to have me removed from the hotel. I stated that I simply wanted an accurate receipt before leaving. Shortly thereafter, Alexandria police officers arrived and asked me to leave the property. I subsequently spent much of the morning working directly with Chase Travel and believe the improper hotel charge is now being reversed. Billing or payment discrepancies can happen, particularly with third-party reservations. That alone would not have prompted this review. What I found unacceptable was the hotel’s response. At no point did anyone appear willing to investigate the payment issue, contact Chase, or make a meaningful effort to resolve it. Instead, I was repeatedly told it was my problem. A routine billing dispute and a request for an accurate receipt ultimately resulted in the police being called. I have contacted General Manager Ryan Blake and asked Hyatt to review what occurred, confirm that the charge has been reversed, apologize for the way the situation was handled, and address the customer-service and escalation failures with the staff involved. I will update this review if hotel management responds and takes appropriate action.