Customer Review

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.