I stayed at the Holiday Inn Express BWI West for the 1st time in September.
1. Some of the staff need to be re-trained on how to deliver great customer service. Didn't meet 1 friendly staff member and no one smiled the whole time I was there. Additionally the front desk staff
appeared to get bogged down with phone questions and making reservations and guests are left standing waiting to check in, etc. while the staff is on the phone ofr long periods.
2. The Express breakfast area is a "train wreck". On a busy weekend you will find the seating area space is way too small for a crowded breakfast. People are almost stacked on one another with tables and chairs packed into this tiny little area with little to no room to manuver around. On a positive note they have "BACON" which isn't found at Marriott Residence Inn properties and the breakfast has a well balanced variety.
3. Also on a positive note is their complimentary shuttle service. It makes no sense for the Marriott properties in this same area to "NOT" offer complimentary shuttle service. They are shooting themselves in the foot and loosing valuable customers. Holiday Inn and Hilton properties will gain from this ammenity and Marriott will loose out. The shuttle service at this location is excellent.
4. I saved the best for last--The rooms are large and nicely decorated, clean and fresh and the beds are quite comfortable. The tub/shower seems a bit smaller than most hotels but the bathrooms were clean and very nice.
Based on my overall assessment, I would return to this property if they can straighten out their customer service issues and the poorly arranged breakfast area.