The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel

Check-in experience was "rough". First the elevator was not working (to enter you need to walk up stairs which is difficult with bags and stroller). We requested room with baby crib during booking, which was confirmed. Then, through mariott bonvoy app, on day of our arrival, we contacted front desk to make sure the room is ready for us including the crib and we also did online checkin and requested mobile key as our flight was delayed and we knew we needed to put our baby to sleep. We didn't get any response. When we arrived, the crib was not ready. They also charged our credit card twice as a security. Machine showed PIN OK and then "Approved", receptionist said that it certainly didn't go through and that due error we need to try again. It was charged twice which I showed to receptionist. She apologised and called a manager to correct and refund. Unfortunately, manager, instead of apologising and acknowledging the mistake (which would be ok), tried to persuade us that it was not a mistake and that the 1st security was for 1st night and 2nd is for 2nd night. This made no sense - we stayed more than two nights and I cannot imagine staying for example for 14 nights and charging 14 times. Of course, the charge made by mistake was released few days later (the original, correct one is still on hold, in line with expectations and best practice in similar hotels). We also struggled with breakfast - we booked room rate with breakfast - again at first they said we didn't, we showed proof we did and then we got 2 vouchers instead of 3 (we were 2 adults 1 child). The voucher said any 3 items from menu so we were assured we will have no issues. However, on breakfast they told us it's limited to one meal per voucher. In the end we got 3 meals for free but we would prefer not to have argue every morning. Honestly, probably if we would travel in two, above mentioned issues wouldn't happen and we could give one extra point.

When we arrived to our hotel room, I noticed 3 small holes across the bed sheet and comforter. Then I saw 3 small red dots across the comforter as well. It looked as if it was blood. When we left our hotel room shortly after that for dinner, we asked reception to switch the bedding. When we arrived back to the hotel at about 10pm, the receptionist asked if we would be okay with switching rooms instead. We agreed and they said someone would be up in 5 minutes to bring us to our new room. We were frustrated and tired having to pack up our belongings to a new room. No one came for about 12 minutes so we went back to reception and let them know. They gave us the key to our new room, which they said was an upgraded suite. They also offered us wine for the following day, so we requested white wine. Our suite did not feel upgraded in the slightest. It was the same kind of room. When we entered our new room we checked the bedding and we saw 2 large dirt streaks across 2 of the pillows. It was incredibly frustrating to have to deal with requesting new bedding again - just wanting to relax after a day of travel. It is not the kind of cleanliness you'd expect of a boutique Marriott hotel. When someone came to give us new pillowcases, they said that our suite actually includes the room across from us as well. However, our key cards were never able to access it. Tired of having to ask for things, we just let it go. The following day there was wine in the room, but it was red wine. It felt frustrating again to have to ask for something when we had requested white wine. It felt like each step of the way was an annoying task to help we had to do in order to make our stay more comfortable. Considering the rate we paid, it should have been met to higher standards. Lastly, I was excited to stay at this hotel especially for the rooftop pool and bar as it is pictured on the hotel's website. However, we were really disappointed by the lack of cleanliness at the pool as well.