Let me start off with my first encounter with this hotel, in August. I had just gotten back traveling for months from the Philippines to Hong Kong to LA then took a red eye to Baltimore. My mom booked this hotel just so my sister and I could sleep for a flew hours before slowly inching our way back to Richmond. We got to the hotel, and the women at the front desk was one of the RUDEST employees I have ever encountered. We had called in a week earlier to make sure we could check in early, since that was the sole purpose (we weren't even spending the night). We told her about this and rather then helping us, she completely ignored us right after telling us a blunt, "You can't check in.". (Normally, when I see people writing that, I think they're overreacting, but I promise she was ignoring us). I would've understood if they didn't tell us we could previously, or if she even attempted to help us. So we found another employee, demanded a refund, and left.
Our next attempt with this hotel was when I was booked to work at a studio close to here and had a very early call time, so I gave them another shot. We arrived at this hotel and and we were greeted by a lovely manager who checked us in, and such. It was a rather pleasant experience except for when I woke up in the morning, there was a stink bug sitting right next to me.
So overall, I don't think this hotel will be getting any other chances any time soon. There are just too many obvious inconsistencies in their cleanliness and costumer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your feedback. We appreciate your candidness and apologize that we fell short of both your expectations and mine. We will apply your observations to our customer service improvement plan that we are implementing. I also ask that you please reach out to me by email or telephone to provide me with the date of your check in and check out. I would like to identify the associate that failed to meet both of our expectations. We encourage you to return to our location as our goal is to provide a flawless stay. If your travels return you to the BWI area, please contact me directly at the hotel. We look forward to another opportunity to meet and exceed your expectations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.