InterContinental the Willard Washington D.C. by IHG

Reviews

• NK

  Nathan Kepner-Roberts

  5 days ago
  5.0
  My personal favourite, the Willard is steeped in history but perfectly at home in the 21st century. It was a blast stepping back in time just by sitting in the lobby. Theodore Roosevelt to my right chatting with Grant's infamous lobbyists about how to finish the Panama Canal. To my left is Dr. King, pensive and hopeful, making his last edits to I Have a Dream. Attentive staff, curated artwork, thoughtful decor and beautiful spaces like Peacock Alley and the Ballroom make the Willard a dreamscape no matter the season. We typically visit around 7 January and love that the Christmas trees are still up at that time for the past few years. When work returns me to Washington, the Willard will once again be home.
• AZ

  Art Zhu

  Jan 3, 2026
  1.0
  Unacceptable for a 5-star InterContinental. On January 3rd at around 5:00 PM, I had a deeply disappointing interaction with the bell/luggage staff that undermined my entire stay. The staff member brought two of my bags and appeared ready to send me on my way. I calmly asked about my third piece of luggage, expecting a simple professional response such as, “Yes, it’s coming,” or “One moment, we’re bringing it now.” Instead, he responded with a mocking smile and said nothing—only for the third bag to arrive a few seconds later. I was asking politely because I genuinely thought there might have been confusion. There was nothing unreasonable about the request. What made it unacceptable was the micro-aggressive, dismissive attitude—a smile that felt like ridicule rather than service. In a luxury hotel, basic respect and clear communication are the minimum standard. It’s frustrating to end a New Year stay this way: not because luggage handling is “the most important” service, but because one rude, disrespectful interaction can erase an otherwise good experience. I travel frequently and spent more than four months in hotels last year, across major brands including Hyatt and Marriott, and I have never encountered this kind of behavior at top-tier properties. This experience unfortunately reinforces what many reviews have been saying: IHG service standards appear to be slipping.
• RR

  Richard

  Jan 2, 2026
  5.0
  Dear Willard Team, I wanted to extend my sincere thanks for the exceptional service during my recent stay. Although my trip began with a brief issue, your front desk staff, and the manager on duty on Wednesday, December 31, 2025, handled everything with such professionalism and care. They quickly resolved the matter and were incredibly generous with their service and the room upgrade. We were also delighted to attend the wonderful black‑tie event that evening, which made the experience even more memorable. Thank you again to the entire Willard staff for your outstanding hospitality. It truly made our stay special. Warm regards, Mr. Wilson
• RR

  Richard

  Dec 31, 2025
  1.0
  I recently stayed at the Willard InterContinental, and unfortunately my experience with IHG left me extremely disappointed. I joined IHG about two months ago specifically because of the digital check‑in benefits they advertise. I expected that, as with other IHG properties, I would be able to check in digitally on the day of my reservation. However, when I arrived, I was told that the Willard does not allow digital check‑in at all—you must show up in person to receive your room assignment. This completely defeats the purpose of the benefits IHG promotes. If a flagship property like the Willard doesn’t support basic loyalty features, then those benefits feel misleading and essentially worthless. I was frustrated enough that I’m seriously considering canceling my IHG credit card. If there’s no easy check‑in and no consistency across properties, then what’s the point of being part of the program? The Willard itself is a historic hotel with a strong reputation, but my experience with IHG’s lack of transparency and inconsistent benefits overshadowed the stay. Very disappointed.
• AE

  Angela Evans

  Dec 25, 2025
  1.0
  I’m writing this review as I sit in my room, watching my food get cold, all while waiting on condiments to be delivered for my breakfast I ordered as in room dining. To not include syrup for breakfast pancakes is a crime in itself and honestly the final straw I’ve had with my one night stay at The Willard on Christmas Eve. Check-in was subpar. The gentlemen checking me in was not welcoming and almost looked as if he was dreading providing me service. He made no mention of dining hours and when I arrived at my room at 11PM, I was sadly informed I had missed dinner by 5 minutes. The “upgraded room” I received was on a low floor, had a poorly stocked mini fridge and a view of the hotel I should have spent my Christmas Eve with. That brings us to breakfast. Finally I am able to partake in a proper meal. I order the American breakfast with pancakes which came in a timely fashion and looked delicious. After positioning myself to eat a hearty meal, it dawns on me; there is not a single condiment in sight. Not a single salt, pepper, butter or syrup packet available for the $80 breakfast I just received. Of course I call to have this rectified which was promptly acknowledged as an issue, but now here we are, 45 minutes later and still no condiments. You would think the amount that you pay for The Willard would equate quality service, however I think I am more disappointed that I spent my time here. Most importantly my Christmas Eve. I will be sure never to make that mistake again.

Frequently Asked Questions About InterContinental the Willard Washington D.C. by IHG