When making my appointment I asked for an early check in and was told "no problem." Upon arriving in the area I called the hotel and was told to "come on over" and that my room would be ready when I arrived. When I arrived at the hotel I was told my room was not ready and that I would simply have to wait. The room was not ready until approximately 3:15 rather than the 3:00 check in time. This was just the beginning of the problems with this stay. We checked in on a Wednesday and there is supposed to be managers receptions from 6-7:30. That night my family and I arrived at the reception at 7:00 and there was nothing left. There were several people standing around asking if there was anymore food for the reception and the manager said she "always" orders enough food and could not understand why everything was gone. We were able to get a soda and a couple of potato chips.
On the second day of our stay I could not connect to the Wi-Fi. When I called the desk I was told to call the IT help desk so they could help me get connected. When I checked out I found out I was charged for making the call from the room.
The breakfasts were OK but they were obviously understaffed and the supervisory and management personnel were not helping at all, actually they were nowhere to be found. On my last day I spoke to one of the kitchen personnel after the breakfast rush ended and she confirmed they have been understaffed and mismanaged for a while now. I have 75 employees and over 500 contractors that work for me so it bugs me when I see people working harder than necessary and not getting the support they need from their supervisors and/or managers.
The room was clean but the bed was very uncomfortable. I asked to have the mattress flipped but they never sent anyone up. My wife and I ended up doing this ourselves which did help us sleep a little better from then on. The noise level at this hotel is rather ridiculous to say the least. On the BWI airport side there is constant noise from the airplanes. On the Arundel Mills Mall side there is constant noise from the loud vehicles running through the mall paring lot most of the night.
On the afternoon before we were to check out I asked for a late check out time and was met with a bad attitude from the desk representative. She said it was against hotel policy. This was not posted anywhere in the hotel. As a matter of fact there was no information book in the room so there was no information regarding anything hotel related. There was a magnet on the refrigerator that had a couple of little details but I later confirmed they were outdated as well.
The kitchen, cleaning, and pool staff were very friendly and helpful. Everyone else had an attitude and acted like our presence was an inconvenience to them. I will never stay at this hotel again and would not recommend it to anyone. The Springhill Suites about 1 mile away is better in every way.
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- Also Known As:
- Residence Inn Arundel Mills Bwi Airport Hotel Hanover
- Residence Inn Hanover
- Hanover Residence Inn