So, my wife and I recently stayed at the aloft in Arundel Mills and, well, we won't be coming back any time soon. Maybe if every other hotel in the area was booked... but then we'd probably just avoid the area.
This was our first experience staying at an aloft (basically a toned down W) and we were looking forward to it. When we walked in the front door, we saw a sign (and bowls) announcing pets were welcome - and though we didn't have our dogs with us, we took it as a good sign.
Until we tried to check in.
By my watch, despite there being only two people ahead of me, it took 18 minutes. That's a crazy time to wait. The lady at the checkin counter was apologetic but, wow, that is just ridiculous. Worse were the number of staff people who would walk by and see us standing there and...do nothing (except for one woman who said she was sorry but didn't know how to use the reservation system).
Finally, a gentlemen showed up to check us in. No 'sorry for the wait'. No "thanks for being a platinum member'. Nothing. Just, "can i have your id and credit card"
At that point I was so annoyed I told him to cancel my reservations. Unfortunately, I had prepaid in advance so, being stuck with the bill either way, we stayed.
The woman who had been working the counter was very apologetic and offered us a drink or appetizer but at that point, well, it really didn't matter. I don't even think it was her fault: maybe she wasn't trained, maybe we came during a staff shift, but whatever the case, it was so ridiculous, unhospitable and off putting an experience that it made me question why I don't switch my business to Marriott.
The room was okay. Kinda of W meets Ikea. Amneties are very weak, especially the hair dryer (my wife said that it was useless). If you are a woman or traveling with a woman, don't expect things like q-tips, etc that you'd find elsewhere and bring your own hair dryer. Also, bring ear plugs, when the heating unit kicks on at night it is REALLY LOUD.
All in all, one of the worst experiences with a Starwood property I've ever had and the first and last time I will stay at an aloft.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write a review about your stay at the Aloft Arundel Mills. First I want to apologize on behalf of the entire Management team for the poor service you received. It is our goal to ensure that every guest receives excellence with caring from the moment they walk in the door until the time they leave and for not receiving such service we apologize.
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Your feedback is very valuable because it allows us to find out where we are lacking in our responsibilities to you, our valued guests.
I do hope that you do not allow this incident by our hotel to serve as the
ultimate reflection on us. We do not want to lose you as our customer and would be honored if you stayed with us again so we can restore your faith that we truly believe in delivering excellent service with a caring heart and a personal
Yours In Service
Harry H. Hawkins III
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.