I stayed in March and had a poor experience. Overfull parking lot and the hotel staff (Sales Managers Weatherford idea) to allow tour busses to park in the fire lane overnight while they block off multiple parking spaces with orange cones to accommodate the bus. Room was not clean, found a bag of diapers (clean thankfully) under the bed along with numerous kid's toys my first night. The hotel staff was advised about these issues and they didn't seem to care. It seemed like status quo at the hotel .
After my stay I received an email request to fill out an online customer satisfaction survey which I did. I completed the survey and expressed my concerns. I then received an email from Sales Manager Weatherford inquiring about my unsatisfactory stay. I replied back to the Sales Manager and never received a reply.
I decided to contact Marriott customer service because I thought they would want to know and help. They did prompt a reply from Weatherford who conveniently claimed he never received my email. I find that very hard to believe. When Weatherford finally replied he acknowledged and apologized for the issues I had at the hotel. He even told me that parking the tour bus in the line lane was his idea for convenience to those customers as parking is difficult. He even provided me with some additional Marriott reward points. Unfortunately he never provided me with a remedy so this type of issues won't happen again.
After three requests to Weatherford, I emailed General Manager Harvin. I did not receive a timely response from Harvin so I again contacted Marriott customer support. With their help, I was then able to get a reply. General Manager Harvin apologized but was unable to provide me with a corrective course of action so these issues won't happen again.
I decided to contact Marriott customer support as I believed they would want to know that my issue was not resolved. I received a reply from Geoff Edwards a
Marriott Guest Experience Supervisor. To my surprise, he told me that this issue was handled appropriately as the hotel replied to my requests and that my request to know what specific corrective course of action would NOT be answered. He deemed that as internal matters and they are not able to discuss. He then told me that the matter was closed.
So here I am, please don't take my word only that there are issues at this hotel. Read other postings and you will see that there are multiple complaints regarding the same issues: parking, cleanliness, and hotel staff. Without the hotel providing clear corrective actions to prevent this from happening he future, I would recommend that there are better hotel choices near BWI.
I am disappointed with Fairfield Inn & Suites Baltimore BWI and Marriott.
- Official Description (provided by the hotel):
- The Fairfield Inn & Suites Baltimore BWI is conveniently located near by Baltimore Washington International Airport. This is the newest hotel located in the heart of the BWI Business district, 2 miles from BWI airport, and just minutes from downtown Baltimore and the Inner Harbor. The brand new Fairfield Inn & Suites BWI is perfect and convenient for both business and leisure travelers. Get refreshed and energized in our clean, comfortable guest rooms and friendly service which includes complimentary WiFi, LCD HD televisions, a well-lit work desk, and luxurious beds. Enjoy the complimentary hot breakfast, and swimming pool. ... more less
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