Last weekend I decided to take advantage of the EEO 2-for-1 coupon and take the fam out to DC. I booked the JW Marriott at a honeymoon rate package for $239, which included an executive suite, champagne and chocolate covered strawberries, and breakfast for 2 each morning. I know the EEO certs are good for a "standard guest room only", but figured I could stretch the rules by not expecting the extra bennies on the second night. To make myself feel better, I even pointed out this fine print at check-in to see if they wanted to downgrade me to a standard room.

It turns out the front desk attendant (and everyone else who works reservations, apparently) had completely missed the package because she thought my room had been upgraded due to platinum status. When I asked about the champagne and berries she did some checking, came back all apologies, and asked me when I wanted them delivered. I told her I'd call room service when I was ready, but ordered the pretzels/fruit and bottled water for my platinum welcome amenity.

My room was indeed a large corner room (not a "suite" by any definition I've ever used) on the 10th floor (the concierge levels are 14-15 with the lounge on 14). It was HOT, and I mean HOT in the room. The curtains were open and the summer sun was streaming in, clearly overloading the anemic air conditioner. We closed the curtains and hoped that while we were out at dinner the room would cool down.

We went to the restaurant downstairs, the 1331 Grill. It was great! Of course I used the EEO 2-for-1 dining coupon and had no problems. Our service was outstanding, the food itself was great, and the restaurant (although almost empty) had a pleasant atmosphere. After dinner I swung by the front desk to ask whether our free breakfast was only available in the restaurant or if it also included room service, and found out that both were included. When we got back to the room, we found that the platinum amenity had been delivered, with red wine instead of bottled water. No matter, as this is one of the few domestic properties with a concierge lounge open all weekend (which I didn't know until AFTER check-in, otherwise I wouldn't have wasted my platinum choice on water, but the hotel took care of that anyway with an error that worked out just fine). The room was still quite warm, and we all had trouble sleeping that night.

When I called to order room service breakfast Saturday morning, the person on the phone told me that breakfast was not included in my rate. I explained to her the details of my package and even my conversation with the front desk the night before, but she checked with a manager who confirmed that breakfast was not included. I asked to speak to that manager, but was simply transferred to another "At Your Service" attendant. After explaining the situation, this new attendant said that of course breakfast was included and that she was going to explain it to the first person. So they got that straightened out, I ordered our food, and it was delicious! The order was taken and fulfilled perfectly.

I should point out at this point that I've often wondered what makes this property a JW rather than a standard full-service Marriott. During this stay I did notice that they offer 24-hour room service and have a limited on-site spa. Also, all hotel associates I dealt with were ESPECIALLY friendly, almost like at a Ritz-Carlton. Perhaps these things are what set it apart, but the property itself needs some help. In addition to the inadequate air conditioning in our room, the bathroom door would not close fully due to misalignment, the television looked like it had passed its useful life about 2,000 viewing hours ago, and the sofa in our "executive suite" did not even fold out.

I made the mistake of checking my bill using the OnCommand system Saturday afternoon and found that we had been charged the full amount for our room service breakfast. I went to the front desk to inquire and spoke with the girl who had told me the day before that even room service was included. She checked again and told me this time that only the restaurant breakfast was supposed to be included and that she was supposed to have given me a "restaurant letter" that would have spelled all this out, but since the mistake was hers she removed the charge.

On Saturday we left the curtains closed all day while we toured the city, and by evening time it was only slightly torrid in the room. We slept better, but my day Sunday started off poorly when I checked the bill slipped under our door and found I had been charged for both nights. Now this is not an uncommon occurrence when using an EEO cert, but it still bugs me a little bit each time. So we enjoyed breakfast in the concierge lounge (no way was I going to push things in THAT department further, especially given that it was supposed to be a free night so the free breakfast wouldn't apply), packed up, and went to the front desk to check out. I told them about the certificate and the front desk associate told me it was their policy to always charge for everything, then make adjustments at check-out based on any coupons or certificates. That was a new one on me, but after she disappeared into the back room she emerged with my certificate and adjusted the bill. So our final charges included the first night's room and tax, our dinner, and two days of valet parking at $28 a pop, but somehow the "revenue if applicable" for our points was a lot less than that. By tthis point I just wanted to get on the road so I didn't make a fuss. I hate having to spend a lot of time at the front desk correcting their mistakes when I should be able to just do the express check-out if everything was done correctly.

So I don't mean to sound too upset. It was a nice stay, and a nice hotel. It's just that our stays at the Metro Center Marriott, a short walk away, have been so flawless that I fail to see any compelling reason to give my business in the future to the JW.