Crystal Gateway Marriott

1700 Jefferson Davis Hwy | Arlington, VA 22202  [SEE MAP]Arlington, VA  [SEE ADDRESS]
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Courtesy of Crystal Gateway Marriott

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Guest Reviews

TripAdvisor Traveler Rating 4

Decent crowded hotel just outside DC

May 25th, 2020

I would give it 3.5 stars but TripAdvisor does not permit half stars. My experience in this hotel was decent. Rooms were clean and reasonably big. But there wasn’t any bath tub. The view from a higher floor was decent. The biggest issue with the hotel is its size. The hotel and it’s convention Centre are packed with people. The check in process took more than 40 mins even though we were Bonvoy Gold Elite members. Room service was very poor and food took more than 2 hours to come up and they even messed up my order of a sandwich and fries. The location of the hotel is really good. Just outside DC but within a 15 min Uber ride from the White House and 5 mins from the Pentagon. There are plenty of restaurants and shops nearby. The hotel is attached via a tunnel to the crystal city shops and train station. This makes it very convenient to buy basic food and water since there is a big Market Basket store there. No free breakfast here and the prices of the grab and go store were fairly steep. Overall, the experience was decent but only because the price per night was fairly low compared to downtown DC hotels. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

GREAT EXPERIENCE

Mar 6th, 2020

The staff at this Marriott was amazing. we arrived a little later than usual, and the valet attendants met us with smiles and a helping hand. The bell man was more than helpful. Gave us instructions on how to get around, and who had the best food. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

The Hotel Staff Lies and is Apathetic

Mar 6th, 2020

I had a few issues with this hotel. None of the issues are a big deal in and of themselves. However, the way the hotel staff chose to handle the issues is problematic. Issue #1: Despite getting a welcome email from Stephenie Joslin (Executive Assistant) 3 days prior to my stay, she never responded to me when I emailed her back with requests. What's the point of asking an elite member what you can do for them if you're not going to be responsive? Issue #2: After checking in on the app, I used the chat function to request an upgrade, but noted that the room would still need to have 2 beds because I was staying with a friend and we didn't want to share a bed. A short time later, I saw on that my reservation reflected an upgrade into a junior suite with 1 king-sized bed. I messaged the hotel again, thanked them for the upgrade, but reminded them that I needed 2 beds. Soon after, I saw that my reservation reflected a junior suite with 2 double beds. When we arrived at the hotel and entered our room, it turned out to be a junior suite with 1 king-sized bed. We went back downstairs and informed the front desk of the mistake. They then gave us another set of keys. In the second room, we found a regular guest room with 2 double beds. So, we went back to the front desk again and informed them that our reservation indicated a junior suite with 2 double beds. They tried to tell us that the regular guest room was indeed a junior suite. LIE! I then tried to speak to another agent who told me the same thing and told me that his supervisor had already spoken with me on the phone. LIE AGAIN! I never spoke with anyone on the phone about the situation. So, I asked to speak with said supervisor. The supervisor reluctantly came out from the back office to speak with me. She was clearly annoyed with me. She feigned ignorance about the situation. Maybe she was ignorant, but as a representative of the hotel and as a supervisor, she should have taken responsibility and just apologized for the mishap. Instead, she tried to wave us off by letting us have a couple free items from the Marketplace. We took a couple items, but honestly, the Marketplace didn't have anything that really interested us. No apology was ever given. ISSUE #3: Via the chat function, I asked ahead of time if the toiletries in the bathroom were individually packaged. I was assured that they were individually packaged. As such, I decided not to bring my own toiletries. But when I arrived in the room, I saw that there were shared bottles. I went to the front desk to let them know about the misinformation. The front desk agent was annoyed at me, gave me some odd excuse about how they're still learning how to use the chat function in the app, and that some rooms had shared bottles and some had individually packaged toiletries. She told me that she'd send some toiletries to our room and promptly walked away without even asking for our room number. I basically had to yell our room number to her. ISSUE #4: Before my arrival, I requested 3 extra king-sized pillows and 2 extra blankets. Since they were not in the room upon arrival, I requested them again. We left the room for a few moments and found 2 standard pillows, 1 king pillow and 1 blanket when we returned. I then went to the front desk to request 2 more king pillows and 1 blanket. (This happened the same time as requesting the toiletries.) That front desk agent told me that king pillows do not exist in the hotel. LIE! (If that were true, I wouldn't have received the 1 king pillow that was already delivered to our room.) When I caught her in the lie, she was even more annoyed with me (of course), but she told me that she'd get the king pillows and blanket sent up promptly. Despite going to sleep at 1AM, we never received the additional king pillows or blanket. SILVER LININGS: The food is the restaurant is delicious and the service we received in the restaurant was top-notch. And the breakfast for those have access into the M Club is wonderful... especially the omelette station. Otherwise, I think the breakfast can also be purchased separately. TIP: There is no bottled water in the fitness center or the M Club. It's necessary to bring a reusable bottle to bring water out of those facilities. SUMMARY: The hotel is conveniently located, clean and up-to-date. However, the prevalence of lies, apathy, misinformation, and inability to take responsibility left me feeling undervalued as a guest. Honestly, all of my issues should have been minor and could have easily been handled with simple apologies and quickly fixing the problems (when possible). Instead, each staff member chose to lie and act annoyed. It's truly sad that they treat guests in that way. I'm glad my stay was only night. I hope the hotel staff can learn that a sincere apology (or even a well-faked apology) can go a long way. Mistakes happen. Misinformation happens. But dealing with these situations with lies and annoyance at the guest should not be how things are handled. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Nice first stay

Mar 5th, 2020

During my conference stay, I enjoyed the location. It was within a 5 or 10 minute drive of every venue I visited, and DCA. The room was clean, comfortable and straightened up even when I didn't request room service in my effort to be "green". The hotel restaurant breakfast buffet had many options, a very nice cook and professional wait-staff. The "tunnel" shops, eateries and subway access were easy to find and navigate. The slight check-in glitch was quickly and easily resolved. Check-out was a breeze. The meeting rooms were as comfy as they could be on those cold, rainy days. It would've been a plus if conference attendees could've received a free breakfast or really good discount on a meal. But, that had no bearing on the true experience. Just a suggestion. Overall, my experience was really nice. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great visit

Mar 5th, 2020

Love the room! Beds and pillows are so comfy and I love the chaise lounge! Food in the Eads lounge was delicious. The service was excellent throughout the conference. Will definitely stay here again in the future. TRIPADVISOR.COM USER 

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