This was my second stay at this hotel in two years; last year we had a GREAT experience but this year was the PITS. We arrived at 4:30pm.for check-in and I was immediately told we could not have a non-smoking room as "the hotel was booked and that was all that was available." Plus, the clerk said since I did not call ahead of time to make a request for non-smoking, and since I went through Hotwire...well, you can guess the rest. I told her that I actually DID call, several times, as I had won the reservation through Hotwire in JANUARY 2007 for our stay in JULY 2007. I also explained that both my husband and son are asthmatics and that we would REQUIRE a non-smoking room. Being a Hilton Honors member, I asked if a room would magically appear if I had booked it with my points. I was told no, that this had nothing to do with Hotwire (really? then why was it mentioned earlier?).
Last year at check-in I was told that there were no two bedded rooms available for as I had arrived late in the evening (which was true), however, last year, we were treated respectfully and provided with a large non-smoking king bedded room with a free rollaway bed (and we used Priceline for that reservation!).
After standing at the front desk for 10 minutes, I was told that I should "check out the smoking room and see if it was acceptable, and if not they would 'spray' it for me." I again explained that this would not be acceptable due to medical reasons. Well, out of nowhere, a non-smoking room finally appeared (!), but on the first floor, not far off the lobby. so I honestly expected the worst.
At first, I thought we were going to be ok as the room was nice, had two beds, and was not near the elevator or ice machine, etc. HOWEVER, once night fell it was a completely different story. We soon realized that our room (and window) faced the front of the hotel, right off of the entrance. Someone at Hilton had the BRILLIANT idea of designing and putting a SITTING AREA DIRECTLY in front of our row of rooms (to the right of the hotel entrance).
WELL..starting at 12am., we were subjected to (apparently drunk) teens fighting and talking loudly in front of our window. At 2am., we heard and were witness to two taxi drivers arguing, cursing and throwing punches at each other. At 4:30am., we got to listen to the Night Front Desk Clerk SCREAMING at her boyfriend on her cell phone for at least an hour (we didn't realize that it was, in fact, the clerk until we decided to pack our bages and check out at 5:30am., I recognized her from looking out of my window). Of course, the clerk denied it was her on the cell, despite the fact that she was sitting out on this little "courtyard" smoking a cigarette and talking on her phone when I attempted to hand my keys in and check out. I had to GO OUT AND GET HER in order to leave.
I told the clerk exactly why we were leaving. I also explained that we were supposed to head out to Camden Yards that afternoon for the Orioles-Yankees game, but due to exhaustion, this would not be possible (and we had this trip planned for months). We decided we would head to our family in Va. a half-day early in order to get some sleep (at least we were able to sell the tix). The clerk was somewhat apologetic and said she would not charge us for the night. I informed her that we had already paid through Hotwire months ago. Oh, she said, I'll put a note her on your room key holder for my manager to read and we'll see what he can do for you. OK, sure. It has been a week and I have not heard from anyone.
I plan on writing to the manager as well as Hotwire and Hilton to tell them about my recent HORRIBLE stay at the Hilton Garden Inn BWI. What a disappointment that we did not have the same great experience as last year!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.