Canopy by Hilton Washington DC The Wharf

I received great customer service upon my arrival my first night. While they did not have any upgrades, the woman at the front desk was very professional and pleasant and the room I got was pretty big with a partial view of the river. The location is right on the Wharf so you have a nice view and access to many restaurants close by. However, the shuttle that takes you to downtown DC is not well marked and the stops are unclear. Next, the lay out of the hotel is very weird. The elevators require that you go from the entrance level to the lobby, and then switch elevators in order to get to your room. There is no way to bypass the lobby even with a room key. Very inconvenient. With that, you expect the front desk workers to greet you upon your return to the hotel, since you have to go through the lobby to get to the room. Nope, not one time. While there is a happy hour, the hotel is super skimpy on the free cocktail, and don't even give you a full drink with ice. The food at the hotel restaurant is fine, but nothing to write home about. I had two issues on the last day. The hotel restaurant hours online were different then when the restaurant actually closed for breakfast, so that I couldn't even get a coffee. In addition, when I asked the front desk if I could get a late check out, the answer was flat out no in a rude manner. Cannot accommodate you. No apology. Finally, as a Diamond Member, I get a resort credit at every Hilton that goes toward food and drink. Here I stayed for three days and only used it once. Did I receive the credit at check-out? No. I had to call back to the front desk and even though she knew I was a Diamond member, for some unknown reason it took her 10 minutes for her to figure out that I was indeed entitled to the resort credit I was told about my first night. When I got my CC bill, she credited me less some weird amount that was less than the resort credit, which required me to call back again. Then the woman at the front desk tried to tell me I was entitled to less than I was credited, and I said, no as a Diamond member, it's this amount. She said she didn't have the credentials to fix the problem, and that she would have to have her manager do it. These Canopy Hotels are supposed to be modern upscale Hilton brand hotels. However, I'd prefer better customer service to the 'modern upscale' feel of this hotel, which is all surface, and provides terrible customer service. I gave it two stars because of the woman that worked the front desk the first night. Based on my experience, I would not stay here again. Read less