My family and I have always stayed at Marriott hotels when we travel. We have never had such a horrible experience. Starting from the moment we checked in it was nothing but trouble. I suggest nobody even considers this Residence Inn the next time you're in the Baltimore area, there are plenty of hotels with staff whom are actually interested in customer service and hospitality.
We were going to Baltimore for the funeral of my mother's father, a veteran and retired police captain from the b&o.
My father reserved 2 rooms, one double and one single, and chose this hotel because of our loyalty to Marriott and because they offered a pet friendly environment. When checking in we asked to adjust our reservations if possible to a second double room, we were told that's impossible. They told us they had 2 doubles left, but they needed those in case someone came in to books them. It was 9 pm, we wanted to pay the extra cost for the room. My sister had to pose the question "so If I walk outside, change my name, and walk in to book a double room, you will give it to me?" The desk attendant replied that yes they would. So she did just that, and got the room....what the heck?!?
The stay after that was ok, the rooms were clean and nice. The decor is a little strange and disorganized, mismatched and seemed as though they were chosen for the colors instead of theme. The breakfast was nice, but the dining area was a little brisk near the windows. Not much you can do about that when it's so cold.
The second evening of our 4 day stay my girlfriend, sister, and myself were all rather cold and went down to the front desk to ask for an extra blanket, the man at the counter cracked what may have been a sarcastic "No!" Then proceeded to walk into the back. After it seemed the guy just walked in the back and stood there for a second and walked back out he said "It seems I am out of blankets, sorry." Ok whatever, not a big deal, just crank the heat a little and I gave my sister the thing fleece blanket they had for the pullout.
We went to the wake and the next day the funeral, and when we would leave we put our small, quiet, friendly mini-schnauzer into a crate. She is potty trained, and has the sweetest disposition, so there were never any accidents or any damaged to anything in the room. We placed the card on the door so that housekeeping didnt need to be bothered by our little pup. Everything seemed ok.
On Thursday morning we were leaving and packing out our cars.
As my mother walked out of the lobby, carrying her deceased father's folded memorial flag ( the one which layer upon his casket), she was stopped by a blonde lady whom was working the counter. In one of the most rude gestures she stopped my mother and proceeded to explain that they didn't know we had a dog (even though we would walk through the lobby with her to take her out, we walked in with her at check in, and we checked the box in our online reservation that we had a dog) and because we had a dog they should have charged us an ADDITIONAL $100/day, but mentioned that because we were there for bereavement they would "let it slide". She continued to give my mother an attitude that "you better not have left any poop bags or accidents on the floor, because then there would be an issue" we spent nearly $1500 for a 3 night stay.
Why even mention anything? Especially to the woman whom lost her father, and you know that she has.
We would have been less offended had you spit in her eye.
I have worked in customer service for over a decade, I am currently a manager of a high end catering business in Connecticut, and my sister is a manager of a restaurant in Pittsburgh. I have never seen a hotel treat their patrons with such rude behavior.
NEVER again will we stay at the Arundell Mills Residence Inn, and this will sway our decision to stay at Marriott hotels in the future.
Mr. Marriott would have been ashamed. They are a disgrace to an otherwise stellar company.