We stayed here for 2 weekdays in August. We started our trip at 4:00AM to get to the Airport for our flight to Hanover. We arrived before Noon, picked up our Rental Car, and knew that Check-In wasn't till 3:00PM, so we went to Lunch, made a stop at a Grocery Store and Liquor Store and with nothing else to do, we went on to the Hotel in hopes of being able to check in a little early. We arrived at 2:20. The Front Desk Clerk told us they had no clean rooms and that Check-In wasn't till 3:00PM. She told us to go somewhere. We did not want to go anywhere. She took our bags and I just wanted to sit in the Lobby and wait, but my husband wanted to go to their Bar for a drink. We let the Clerk know where we would be and proceeded to get a table in the Bar.
There was only one other Customer there and she was sitting at the Bar. There were 3 wait staff/bartender sitting at a table visiting while one of them was eating. They looked and saw the girl at the bar and started whispering about her. No one got up quickly to go help her. They were talking to each other as if they knew her and I could tell they were not saying good things about her. They also saw us sitting there but we didn't get any service till the Bartender finally went to the Bar and served the girl. This was at least 4 minutes while they finished their conversation before the Bartender acknowledged and helped the Customer. Then the Bartender came to our table and took our order. No personality, just went throught the motions. Meantime the other 2 wait staff continued sitting at the table. We finished our martinis, (quite expensive), and I told my husband I wanted to go back to the Lobby to wait for 3:00 so we could check in.
Once going back to the Lobby I saw a line at Check-In. It was 2:50PM. I heard the Clerks checking in guests. There were 3 people ahead of me as I got in line. People were getting their keys, and one guest was even upgraded to a Jr. Suite for no reason. He was very excited. By the time I got to the front of the line it was 2:57PM. The Clerk recognized me and told me they no longer had any clean rooms and we would have to wait. That is when I lost my patience. She had told us Check-In was 3:00, we accepted that, but when they checked in other people and we had been there waiting; that really irked me. I told them that was unacceptable that we had been in the air and on the road for hours, that we were tired and needed a room. Both Clerks started punching on their computers and calling Housekeeping. I then asked how a person gets upgraded to a Jr. Suite like the guy before me. They acted confused, like they didn't know what to say, and about that time their Front Desk Manager came over and found us a room on the Executive Floor that was clean and we were able to get checked in. (The Executive Floor has a small room available if you want some candy, cookies, tea or coffee.) That was all we could find different than other floors. They made it seem like it was an upgrade.
So we get our key cards, go up to our room and the keys don't work. I stay with the luggage, my husband goes back down to the Front Desk. The Manager comes back and tries the keys and they don't work for her either and she uses her pass key to get us in the room. She then went downstairs and got some new keys and brought them to us.
We liked seeing they had Keurig Coffee Makers in the room. We had many more decaf pods than regular, and we called down to ask if we could get more regular pods. Very quickly one of the Front Desk Clerks came up and handed us ONE pod and said if we needed more to let them know. I guess their way of saying they were tired of us????
The room was very modern and clean. We were disappointed in the sheets on the bed. They were not high thread count and were so wrinkled, it looked like they could have been there from a previous guest.
My husband had breakfast in the Restaurant before going to work one morning and charged it to the room. I noticed on the Hotel's website that if you stay on the Executive Floor that you get a free breakfast. We asked about it and they told us since we didn't pay to stay on the Executive Floor that he did not get a free breakfast.
We liked the location. Were there on business and will probably never be going back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write about your experience. We appreciate the effort you put in to explain about your experience. I would like to apologize on behalf of the team for any inconvenience we caused you during the check in process.
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We as a team take your comments very seriously and they will be read in detail during our all managers meeting today (08/28/12) at 2 PM. Your comments will be used as a coaching tool in order to rectify what went rong and make sure it does not happen again. We will be reviewing our procedures for the restaurant, front desk, engineering and of course housekeeping.
As a token of apology, would you please contact my office directly at 410-796-9836 as I would like to offer you a complimentary night stay with breakfast.
Thank you again for your comments and hope to hear from you soon.
Jeff Makhlouf, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.