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“Staff Responsive to room problem” 4 of 5 stars
Review of Holiday Inn Express Baltimore - BWI Airport West

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Holiday Inn Express Baltimore - BWI Airport West
2.5 of 5 Hotel   |   7481 Ridge Road, Hanover, MD 21076   |  
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Ranked #7 of 14 Hotels in Hanover
Certificate of Excellence
Andover, Massachusetts
1 review
“Staff Responsive to room problem”
4 of 5 stars Reviewed 4 days ago NEW

Just as I was going to bed, I noticed tiny ants on the night stand - lots of them. I called asking for a room change, but hotel was at capacity. The front desk offered to have sprayed within 30 minutes, but I passed because I just wanted to go to sleep. Within 10 minutes, they called that a room did open up, but I was too settled to want to move. In compensation, they offered me complimentary breakfast of points. I thought this a reasonable offer for the situation. I appreciate front desk attempt to resolve the problem, respect my wishes, and empowered with the points to lessen the negatative experience.

Room Tip: top floor rooms are bigger as setup for bar service
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  • Stayed May 2015, traveled on business
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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159 reviews from our community

Traveler rating
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    52
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    3
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (35)
Date | Rating
  • English first
  • Any
English first
Richmond, Virginia
Senior Contributor
36 reviews 36 reviews
25 hotel reviews
Reviews in 22 cities Reviews in 22 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed 4 days ago NEW

I enjoyed my stay here. The first attempt at checking in was a dud, clerk was very friendly but room wasn't ready. Second attempt was met with a lobby full of loud teenagers and a busy clerk. He was courteous and took care of us as best he could. The room was very nice, king with a wet bar. Very spacious and having the extra seating was a benefit for family that visited. Didn't take advantage of the breakfast or fitness facility. Convenience of Denny's sharing the same parking lot was an added plus.

Room Tip: Corner (end of the hallway) rooms have the most space.
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  • Stayed May 2015, traveled as a couple
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Garner, North Carolina
Contributor
19 reviews 19 reviews
5 hotel reviews
Reviews in 9 cities Reviews in 9 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed 1 week ago

I was really impressed by the cleanliness of the bedroom and bathroom. Bed seemed extremely firm at first, but actually had a good night's sleep. Breakfast was very good with more variety than we often see, and the free shuttle drive to the airport took only about ten minutes. There's also a Denny's next door if you want a late dinner or a larger breakfast.

Room Tip: My room on the top floor (5th floor) was very quiet.
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  • Stayed May 2015, traveled on business
    • 5 of 5 stars Location
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cedar Grove, New Jersey
Senior Contributor
47 reviews 47 reviews
18 hotel reviews
Reviews in 33 cities Reviews in 33 cities
70 helpful votes 70 helpful votes
3 of 5 stars Reviewed 4 weeks ago

Only stayed one night for early departure from BWI. Super convenient and close to the airport.

Check In- Quick but the lady was not really friendly and could use hospitality refresh course. No smiles but I assume she was already on the defense because the King I had booked was oversold. Which honestly I didn't care since it was just a one night stay.

Rooms - very comfortable rooms! Personally, I found the beds uber comfortable. I slept well and no airport noise, which was my initial concern. Loved it! Amenities were great, microwave and fridge and most importantly, clean.

Wifi - not the best but not the worst.

Overall - for the purpose of my stay, it was good enough. I would absolutely recommend this hotel.

Did not have breakfast due to super early departure. They do offer round the clock coffee/tea at front desk.

  • Stayed April 2015, traveled as a couple
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KLyons-GM, General Manager at Holiday Inn Express Baltimore - BWI Airport West, responded to this review, 2 weeks ago
We're glad we were able to meet all of your lodging needs during your stay with us. We hope you've had the chance to visit some of our wonderful local attractions such as the Arundel Mills Outlet Mall, Maryland Live Casino, Medieval Times etc. You definitely can't leave without trying one of our delicious signature cinnamon rolls. We really appreciate all your comments and feedback as our goal is to provide 100% guest satisfaction. Thanks for choosing the Holiday Inn Express BWI-West and we look forward to seeing you again soon.
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Houston, TX
Top Contributor
97 reviews 97 reviews
91 hotel reviews
Reviews in 67 cities Reviews in 67 cities
83 helpful votes 83 helpful votes
4 of 5 stars Reviewed 4 weeks ago

This is a decent, reasonably priced airport hotel. We were there for 3 nights and while satisfactory decided to move to a little more nicer hotel for the 4th night. Hotel has all the amenities you would need for a decent stay. Nice size room, comfortable beds (doubles not queens), microwave, minifridge, coffee maker, hair dryer. Free wifi internet worked great. Very roomy with lots of machines in workout room. They offer a free airport shuttle 24 hours a day that I noticed (we had a car rental). But there were things that after 3 nights that just generally annoyed me... 1. limited channels on TV 2. A/C worked fine and while not super noisy was the kind that every time it switched on, you had to increase the TV volume. 3. there were 2 computers with 1 printer in the lobby for guest use...there's no privacy and the couple times we needed to print out a map or info, there was always other guests on there looking at their Facebook pages...they all felt compelled to get off because others were not only waiting to use them but we could see their private pages. 4. While free breakfast is good offering alot of variety, it wasn't great. Eggs were that pre-made stuff and while there was always someone running around cleaning and refreshing supplies, it might be because they need more help, but a few times the canisters were out of coffee and pancake mix ran out. 5. And I always get annoyed when at 9 am you can hear housekeeping banging on the doors as they come down the hall. 6. Not that we used it but there was a washer and dryer placed oddly at the stairwell in the hall, right next to the exit door...no secure laundry room...would hate to be the room next to those machines if they were running.

While these things would not prevent me from staying here again....by the 4th night, I was just willing to pay more for a more quiet room and nicer facilities. The staff overall was nice and there's a Dennys right next to the hotel.

  • Stayed April 2015, traveled as a couple
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KLyons-GM, General Manager at Holiday Inn Express Baltimore - BWI Airport West, responded to this review, 2 weeks ago
Thank you for staying with us here at the Holiday Inn Express BWI-West. We really appreciate your loyalty to our brand and would like to sincerely apologize for any inconvenience you may have experienced during your stay with us. We want to also apologize for any noise in the hallway from housekeeping. This issue will definitely be addressed and forwarded to proper department. We really appreciate your comments and feedback and we hope to see you again soon.
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Madison, Wisconsin
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
3 of 5 stars Reviewed 5 weeks ago

Stayed here on a business trip. Waited at the airport for over an hour for the shuttle to pick us up. Called several times and was assured each time that the shuttle would be there in 10 minutes. Finally took a cab, which only took 9 minutes to get to the hotel. Other than that, the amenities were fine - typical of a Holiday Inn Express.

  • Stayed April 2015, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Rooms
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
IHGCare, Guest Relations Manager at Holiday Inn Express Baltimore - BWI Airport West, responded to this review, 2 weeks ago
Dear Pete D,

Thank you for taking the time to review our property. I am delighted to hear that you were satisfied with the featured amenities at the hotel. We are committed to providing our guests with the highest quality services and facilities. It seems that we were not able to execute an exemplary hotel stay with regard to the shuttle service. Please accept our sincere apologies for any inconvenience it may have caused you. The feedback we receive from you enables us to target problem areas and take the necessary actions to ensure similar situations can be avoided in the future. We hope to have an opportunity to serve you again.

We value you as our guest and hope you will continue to choose IHG for your future travel needs.

Sincerely,

Lera P
Case Manager
IHGCare
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Salem, Virginia
Senior Reviewer
6 reviews 6 reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed April 23, 2015

Stayed at this motel because we had stayed at the one in Ranson, West Va..
which we were very pleased with.
We went to the motel to make sure where it was at before going over to the Casino.
Kevin who was going to help us check in was super nice but the women who was there, RUDE !!
I think it was the manager,( don't know her name) told us we couldn't check in early (it was around 1:00 p.m.) which was okay since we weren't going to check in early anyway.
We asked her if there was a shuttle to the casino, she said yes but we would have to call when we were ready to come back to the motel later that night.
I took my friend to the casino and came back to the inn around 10 p.m. and wanting to make sure that the shuttle ran all night I asked her again if the shuttle ran all night.
Was told that the airport got first priority and that my friend would probably have to call a taxi cab at her own expense if she needed a ride back to the inn.
I asked her why they advertise they have around the clock shuttle if it doesn't pick up at certain times and she replied that is the was it is.
My friend called for a shuttle around 2:p.m. and had to wait for about an hour before being picked up.
So don't advertise something you don't provide.
Other then this women being RUDE !! everything else was very nice. room clean, good value for money, Breakfast was good and , eggs, cereal, toast, gravy and biscuits and more.
Kevin gave us directions to the Holiday Inn Express in Baltimore, Md. the next morning.
The young man was so polite and so helpful he deserves a lot of praise.

Room Tip: This is a great motel for the a clean, quite Inn close to the casino except don't relay on shut...
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  • Stayed April 2015, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KLyons-GM, General Manager at Holiday Inn Express Baltimore - BWI Airport West, responded to this review, 4 weeks ago
I would like to start off by apologizing for rude behavior you've experienced during your stay at our hotel. We will definitely address this issue to ensure that it doesn't happen again. However, shuttle service for our guest to and from the airport is our 1st priority and we must accommodate our airport guest before any other request. Every request within a 5 mile radius outside of the airport is a courtesy. Therefore we try to explain to our guest at the time of check-in or at the time of any shuttle request that we may not be able to pick you up in a timely manner if we have a high volume of shuttle request for the airport. Guest may sometimes need to take a cab at their own expense to and from the hotel. I apologize again for any inconvenience this may have caused you. We really appreciate your comments and feedback and we hope to see again soon. Thanks for choosing the Holiday Inn Express BWI-West and we appreciate your loyalty.
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Additional Information about Holiday Inn Express Baltimore - BWI Airport West

Address: 7481 Ridge Road, Hanover, MD 21076
Phone Number:
Location: United States > Maryland > Hanover
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Family Hotel in Hanover
#9 Business Hotel in Hanover
Price Range (Based on Average Rates): $$
Hotel Class:2.5 star — Holiday Inn Express Baltimore - BWI Airport West 2.5*
Number of rooms: 159
Official Description (provided by the hotel):
Holiday Inn Express BWI has heard your comments about the need to upgrade our hotel and are happy to report that we have just completed a 100% total renovation. From walls and cielings to carpet and furniture you will find we have thought of all your comments and needs. We eagerly look forward to your comments as you visit our location and see for yourself what a great product we have to compliment our staff that is eager to make your stay a great one. Hotel offers free shuttle service to BWI Airport & local attractions within 5 miles. Stay Smart at the Holiday Inn Express BWI Airport Hotel West! Conveniently located just 7 minutes from BWI Airport; and 3 minutes from Arundel Mills Mall featuring over 200 stores, Dave & Buster's and Medieval Times Dinner Theatre. The hotel is an 18 minute drive to the Baltimore Inner Harbor, Baltimore Orioles at Camden Yards, and the home of the Baltimore Ravens at M&T Bank Stadium. Other attractions include the Baltimore National Aquarium, Annapolis Naval Academy and Historic Annapolis, Six Flags, Timonium Fairgrounds and Washington DC points of interest. The hotel is minutes to Northrop Grumman, Daimler Chrysler, Siemens, John Hopkins, Ft. Meade and NSA. Enjoy the comfort and services you have come to expect from Holiday Inn Express, including the complimentary Express Start Breakfast Bar with our signature Cinnamon Rolls and Simply Smart bedding and bath initiative. The hotel offers free local phone calls, high-speed Internet and shuttle 24/7 to BWI Airport, MARC Commuter Train, MTA Light Rail, and Amtrak Station. Tired of paying expensive parking fees at BWI Airport? Our park and fly package is the perfect solution! Make the Smart Choice for a good night's sleep. ... more   less 
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Also Known As:
Holiday Inn Express Baltimore - Bwi Airport West Hotel Hanover
Holiday Inn Hanover
Hanover Holiday Inn

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