I stayed at this hotel prior to flying out of Baltimore airport. The hotel is conveniently located about 5 minutes or less from the airport. The rooms are nice. Onsite parking is also available for about half the price of the parking garage. The shuttle takes guests to the airport and pick up those who parked at the hotel. The lounge is average, but the place is clean and seems new.
I was satisfied with the facility, but disappointed in the way the front desk handled an issue I experienced with hotel. Specifically, I left my $60.00 pillow in my hotel room when I departed for the airport around 6:00 am. I called from the airport as soon as I realized I had left my pillow in the room. I described the pillow in detail and told the front desk clerk where the pillow was located. She told me that they would retrieve the pillow and have it waiting on me when I returned for my vehicle the following week. When, I returned, I was told that they couldn't find my pillow. I asked them to look again. They did the following day.
I had to call back to get an answer, and was told that they still couldn't find my property. When I assured her that the pillow was, in fact, left in my room in the location I described, she responded, "I'm sorry, we have not had a problem like this before." Her statement made me feel like she thought I was mistaken and the pillow never was there. I reiterated that I did, in fact, bring the pillow in, and did not take it out. And, I recommended that they review the videos for the day I was there if they needed confirmation. I was very concerned that I left an item at the hotel, and they were not willing to do anything about it. This worried me so even though I didn't get any indication the front desk clerk was too concerned.
So, a few days later I called and asked for either the head of housekeeping or the GM. When transferred to the head housekeeper, I discovered my pillow was there all along. The most disappointing facet of my experience was that the front desk clerk never contacted the head housekeeper although I was quite distraught over losing my property. The housekeeper was very nice and sent my pillow to me right away. I discovered the front desk clerk checked the lost and found cage, but never escalated my concern up to the head housekeeper.
Bottom line, if you're looking for a reasonably priced, modern, clean, and conveniently located hotel to the airport, this is the place. The front desk clerk was generally nice, but I expected better service regarding the item I left especially since I called multiple times. Actually, I expected my concern to get the head housekeeper without me have to talk to her myself. I would stay again, but would have to ensure that the desk clerk and I are on the same wavelength .
I don't know a lot about the rooms, but the suite next to the elevator was pretty nice. The roo...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.