I arrived for a 2 night stay this week. Upon checking in to the first room I noticed numerous stains on the carpets, a TV that didn't work and a toilet that was slow to flush. I figured that perhaps the TV would fix itself (pixelated image) and the toilet eventually started to flush properly.
When I went to sleep I realized that the platform bed was very hard and not comfortable. Upon arising after a fitful night of sleep, I went to take a shower. Lo and behold, the shower gel dispenser wouldn't work so I had to remove the top and dunk the washcloth into the liquid. Really not cool. This should have been noticed by housekeeping.
A manager replaced the dispenser and a couple people checked into the TV issue. Later in the day, I went to the desk to ask what was wrong with the TV reception. Long story short, I was changed to another room, just next to the original.
That room, 108, had a mildew smell, and I found 2 bugs in the 12 hours I was there (cricket and some sort of beetle). Upon further inspection, there is a great deal of mold in the grout on the tile floor! Disgusting! Again, when I went to use the shower I had a problem-No HOT WATER!! When I mentioned the bugs, the night audit associate said, 'oh the front doors open and close all the time, bugs always come in.." Really??
I went back to the front desk to ask for a room change.....up to the second floor. Well, this room has no soap dish, no handle to turn on the shower, and no cord on one of the blinds!!
Obviously no one is being held accountable for rooms being clean and with everything in working order. Currently I am awaiting a call from the General Manager.
I was offered a $10 voucher for food and beverage which I used for breakfast. The egg sandwich was OK, but the scrambled eggs had a funny taste. I wonder if they are shipped in plastic, as that's the taste that I noticed. Also, the coffee is really not too good.
Luckily, there is a Starbucks very close by, and there are several places to eat if you want to drive.
Staffing-wise, most of the associates were nice, if a little 'cool' or 'aloof'- I guess that's sort of what one should expect in an Aloft property. I guess I am too old to be hip and cool. The nicest person was the engineer who came up and fixed the shower handle in my third room. He said that he often struggles with people telling him what is not working in the guest rooms.
I did try a pizza and beer in the lounge - the beer was fine, the pizza was a thicker crust, and sort of soggy, even when ordered well done.
The Aloft does have an airport shuttle and is maybe 5 minutes away. Also you can hop on the light rail and go into Baltimore so it is conveniently located if you're flying, or trying to be in the general area of Baltimore, the Inner Harbor or the Cruise pier...
That said, I will not return. There were entirely too many little issues that added up to a huge mess. Most of the problems are due to lack of training, lack of communication, no follow through and no one being held accountable for the readiness of guest rooms. There is no excuse for a hotel that is part of a major group (Starwood) to have so many issues.
Ask for a room NOT on the first floor to avoid bugs
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.