What People are saying

Stay here if you fly from BWI

sjameson26on 04/08/2017 15:56

This place is the best if you are flying out of or into BWI. Great park and fly option. Clean hotel. Nice staff. Great airport shuttle service. Very nice and reasonably priced restaurant right beside the hotel. Small workout room but tyrrr is a sauna. We stay here every time we fly out of BWI.

You couldn't pay me to stay here again!!

Karen Kon 30/07/2017 19:19

I will start at the beginning. My reservation was made by an event coordinator who said I needed to call the hotel to confirm. Called the hotel and was greeted by one of the rudest women I have ever encountered. I explained why I was calling and I heard "NAME". I gave my name. She said "DON'T HAVE THAT NAME" I asked for her to check again and was told "WE DON"T HAVE IT" and was put on hold and then hung up on. I called the event coordinator and she said it has to be there, so she called them and told me to call back and ask for Mobella. When I called I asked for Mobella the woman confirmed it was her, and I was told "LADY ALREADY CALL" and was hung up on again. This was the same woman I had spoke to the first time. When I checked into the hotel "Mobella" and who ever was working with her were sitting eating,chatting and laughing at the front desk. We were not greeted until they were finished talking. I guess we were interrupting. Finally checked in and the room at a glance seemed ok. I was wrong. Went to take a bath and the tub stopper didn't work so the tub wouldn't hold water. The toilet paper holder was coming out of the wall when you pulled on the toilet paper, so you had to hold it in to use it. Didn't realize that the air conditioner didn't work until the next evening when I got back from my conference. Went to call the front desk to complain, but the phone in the room was dead. It didn't work at all. We opened the window in the room to get some air and it did not stay open (it was a big window) and as it was slamming down my son tried to grab it to keep it from breaking, and smashed and cut his finger. I went down to the front desk to see if they had a first aid kit and I was told no, but was given a gauze pad that could fit around your leg, and no tape or antibiotic. I explained what had happened and and the girl at the desk said nothing and was really not concerned. We checked out the next morning thank goodness. Never again.

Does its job. Good Shuttle Service

Tripp Son 29/07/2017 13:49

Not a bad place for that night before your flight or for the unexpected layover due to weather or airline incompetency.

The 24 hour shuttle was the real draw here. I've been at hotels for that unexpected airport overnighter where the makeup flight is way early and they can't shuttle you there in time. A good airport shuttle is almost as critical as a decent room. They had a good shuttle.

The room was decent and comfortable. Check-in was straightforward, pretty much like any other hotel which isn't a compliment.

I don't understand how hotels have yet to figure out the automated kiosk yet. Do they really think that person at the counter who is glossy eyed and more fixed on the screen than the guest makes the experience more special?

Here's an obvious mystery revealed: your hotel is in the middle of nowhere. It's not at the heart of your state's tourism. Apart from the one restaurant and a vending machine, there is no retail commerce. You are a modest priced, facility rated as okay. You are not attracting the most customer driven employees. They are neither problem solvers or compassionate Jesuits. It's just their job. I get that. Their job is so specific and their ability to make outside the box decisions is limited by policy and what the computer says they can do.

They are not going out of the way for anybody. So why not get them out of the way of the guests?

This is the perfect person to replace with an automaton as their work is pretty much robotic already. Take a look at how lousy the airline ticketing agents are, and how kiosks and mobile apps have replaced nearly all of them. Take notes.

It's not just this hotel. Nearly all hotels have this defect. Those who practice elite customer service go to the elite hotels. The rest take the paycheck and contemplate where their life went wrong.

Do I exaggerate? I couldn't help notice the broken up cracker bits around the seating benches near the check-in desk of this hotel. They were there when I checked on around 6 PM. They were still there and had been tacked around the area 11 hours later. The dark hard surface flooring made them glaringly obvious. Thirty seconds with a dust mop and this review may have another star. It wasn't repulsive, but it suggested that cleanliness isn't priority one which is a concern when choosing hotels.

You have to ask why nobody chose to do a quick sweep? Not your job? Union rules? Indoor floor blindness?

My point is that with staff like that, you may be better off hastening the check-in process with an equally personal, and faster kiosk system. Then use the front desk budget for a person without a mortal fear of sweeping. Better yet, invest in an Intellibot for your floors.

All in all, the place was okay, but I did pick it with the thought that it was just one night. To that end, it did it's job, but nothing more.

good overall

alexanderlC1767TVon 27/07/2017 18:01

good stay overall, breakfast had pancakes instead of waffles as i have had at other BW's , and they were a bit chewy, also no fruit was offered at breakfast room was clean and pleasant enough bathroom wallpaper was peeling off in some areas, closet closure was broken price point was a bit high but not bad, staff was very pleasant and helpful.

Hotel Stay

Jay Con 25/07/2017 17:07

This hotel was perfect for our stay. The shuttle took us to the airport in a timely manner and picked us up as well. The breakfast was great. The staff was excellent and helped us get to Camden Yards pretty easily. Will definitely stay here again.