I gave this hotel a rather glowing review after my first stay two years ago and I've continued to have good experiences there up until this most recent stay. Unfortunately, this stay had so many disappointing moments that I had to update my review. The problems started at check-in where I was told that I had only booked a one-night stay (when, in fact, I had booked AND PAID FOR two nights). They also said the system was not showing that I am an SPG Gold member. I'm still not quite sure what the problem was, but somehow after a few minutes and lots of frustration, all the correct information magically appeared. Problem solved. I got to my room to find that there were no bottles of water - something I've always received here. Oh, well. I had a dinner to attend so I left and didn't return until around 9pm. It was very hard to find a parking space and I realized why as soon as I got inside - there was a huge party going on at the lobby bar. I'm guessing it was because it was Preakness weekend, but still...I had no desire to hear live music blaring from the courtyard into my room until 11pm. I thought the next day would be a better experience, but not so much. It started when I bought a small coffee cake from downstairs for breakfast. I went back to my room and took a bite only to discover it was old and moldy inside. Disgusting. I wanted to have a morning swim in the indoor pool, but was told they don't open until 10am on the weekends (4pm on weekdays), which really didn't seem like very convenient hours! I left for the day and forgot about my Aloft woes. When I returned briefly that evening, I tried to use the ATM only to have it be broken (I had to go to a different hotel to get cash) and saw that the party had once again started in the lobby bar - this time with a live belly dancer!!! Finally, I placed my food order on my door so that my hot breakfast would be ready at 7am the next morning so I could grab it promptly as I headed to the airport. But, of course, the food was not ready the next morning as requested. The order was sitting right on the chef's window (I saw it), but she was at the front desk talking so she had missed it. She promised it would be ready in "3-4 minutes", but that turned into over 10 minutes. A disappointing ending to a disappointing stay.
This hotel always dispelled the saying, "you get what you pay for" by being a budget hotel with above average amenities. Now, you seem to get exactly what you pay for - a cheap hotel with cheap service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
May 23, 2013
Thank you so much for recently staying at the Aloft BWI hotel. We apologize that your return to the hotel was less than favorable. However, the great things about the Aloft brand, is we do from time to time have live entertainment, which sets apart from other hotel brands. We monitored the volume throughout the evening, and the reason you heard music was because someone had opened the doors to the backyard area. When it was brought to our attention, we quickly shut the doors. We have not gone down hill as you indicate. Since your last visit, we have had some wonderful decor renovations and are rolling out some wonderful Starwood brand initiatives. We imagine one of the reasons why you returned to our hotel to begin with was because of our wonderful comepetitive pricing and because you found our hotel to be quite responsive to your needs. While we may not have met your expectations this time around, we greatly apologize and would love to have you return to our property. There are many reasons to stay with us, and one of those reasons, is because we know how to take care of guests, even if they experience a problem. Happy Memorial Day and thank you for your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.