We stayed here for one night for a wedding in May. The hotel is very nice, but the customer service is lacking. We arrived after check in, but our room was not ready. We had to get ready for the evening wedding in an area the bellman found for us. I wish I remembered his name, because he was one of the good employees. He actually commented that it wasn't a good day at Loews. A big party had just checkout and they were behind. At the wedding we heard that a couple of guests had to find places to get ready for the wedding, because their rooms weren't ready either. That is to be expected if you arrive before check in, but after check in is unacceptable. The front desk took our phone number and told us they would call when our room was ready. Even though we were attending the wedding and couldn't of come back to get our room until later anyway, they never called us. When we returned we did ask why we never received a phone call, but the front desk couldn't answer that. When we arrived back at the hotel that night we went to the bellhop and asked for our luggage to be brought up. We gave him the ticket and he said he would bring it up. Twenty minutes later it still hadn't arrived. We went downstairs to ask (wanted to go to the bar) and he said, I didn't know what room you were in...REALLY???? A walk across the lobby to the front desk could of told you considering our name was on the claim ticket we gave you. He then had the biggest attitude. When we checked out the next day one of the managers was wonderful, she apologized to us and gave us a credit for one of our meals. Again, it was a nice hotel, but our experience would of been better maybe on a different weekend.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear travelmommaryland, We are sorry to hear about your recent experience. Providing the highest level of customer service and attending to our guests’ needs graciously and promptly is our top priority. Your experience was not reflective of what we strive to offer. Thank you for letting us know about the bellman and manager who took steps to create a positive experience for you. We would appreciate the opportunity to regain your confidence – and we would like to discuss your experience in further detail. Please contact us at 410-263-7777 and ask for the General Manager, Barbara McMahon, or ask for Jennifer Howie.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.