Nadyesda Manthay

Waited for an hour to be picked up from the airport

Posted On November 12, 2024

I have used this hotel before for airport parking and had a pleasant experience until last night when it took exactly one hour to be picked up by the shuttle driver. I reached the meeting pick up point at IAD at 2B at 8:35pm and called the hotel to ask if the shuttle driver was on the way to the airport and was informed by a male staff that the shuttle driver would be arriving in 20-25 minutes for pick up. I waited for the shuttle and decided to call again at 9:11pm because the shuttle had not arrived yet and was informed by the same male staff that he would be contacting the driver to see where the driver was. I was put on hold for a few minutes and decided to call back again at 9:15pm when the staff member told me that he left a message for the driver. He told me that the driver should be arriving within a few minutes. I continued to wait and called back at 9:25pm again and the male staff member told me that the driver was getting gas and should be arriving within 10 minutes. I reminded the staff member that he initially told me at 8:38pm when I initially called that the driver would be coming within 20-25 minutes, but I had been waiting and the driver never showed up. He couldn't give me an explanation that made sense and kept repeating himself about the driver coming, etc. The driver ended up showing up at 9:35pm and when I asked the driver the reason he didn't show up earlier he informed me that he was someplace else and the staff at the hotel was the one who had to inform him when to come to pick up guests. I informed the driver that I had been waiting for the shuttle for exactly one hour and he reported not being aware that I was waiting for him since 8:38pm. I called the staff member again and told him that there should be better communication between staff because guests should not be waiting for an hour to be picked up. While I was waiting for the shuttle I saw some other van from other hotels come at least 2-3x times around. I think that the policy for guests to call to ask for the shuttle is inefficient because clearly there is no communication between hotel staff and the shuttle drivers. The shuttle should be running every 30 minutes to pick up guests from the airport and nobody should be waiting for an hour for a shuttle to pick them up, especially in the cold weather. I had two kids with me and we had to wait outside for the shuttle, plus I had to keep calling the hotel to make sure that the information was given to the driver. I have sent an email to the hotel to express my disappointment and I hope that this doesn't happen to others in the future. Unfortunately this hotel shuttle service will be the last option next time that I need to book parking.

Martha Baker

Posted On April 13, 2019

Drop off went fine. However when I returned and called for the shuttle, was told I would have to wait 20-30 minutes for the shuttle. And then after waiting 35+ minutes, the shuttle still didn't show up and when I called the hotel they said the shuttle was at the hotel (not the airport where it was supposed to be) so it would be another 30 minutes. After complaining about the extensive wait, they then said they would pay for a taxi ride to the hotel to remedy the situation. In the end it was not worth the money saved compared to other locations given the extensive delay when trying to get home after a 10 hour flight.

Lester Bond

Posted On August 07, 2018

Dropping the car off and parking at the Hotel was really easy and quick. And luckily The Shuttle service was still waiting at the Hotel when I arrived, which was great as I didn't have to wait around in the heat. Coming back - This time around the Airport pick up times were very good, as I only waited about 20 minutes. The driver was competent and drop me back at the Hotel in good time, to allow me to continue on my journey. The overall cost of parking at the hotel, is still cheaper than leaving using the airport parking.

Debra Acerenza

Posted On July 03, 2018

We parked at the DoubleTree by Hilton Dulles Airport and experience unfortunately ruined by the one hour wait we had on the return pick up at the airport. We had just flown 12 hours and called the hotel to let them know we needed a ride back to the hotel. I was told that the driver would be there in 15 minutes. 30 minutes later we called again and was told he would be there in 10 minutes. Close to another 30 min later we called again and was told her was going to be there any minute. Apparently he was picking up someone at the mall and they forgot their bag there and he had to go back. There is only one shuttle and if it gets tied up then you have to wait. We saw other hotel shuttles come and go at lease 4-5 times before we saw ours once. Would not use again. Very inconvenient!