I was ready to give this hotel a 5 star rating until we had to use the shuttle service. We checked in at 5pm on Sunday night. We had a 1pm flight out of BWI the next day. We told the front desk we had a rental car and two different front desk workers offered to have the shuttle pick up my husband at the rental car facility so we could take the hotel shuttle to the airport. My husband left the hotel at 10:00am on Monday. The front desk told him to call as soon as the car was returned and they would pick him up right away. He called as soon as the car was returned and was told the shuttle van was on its way. Well 45 minutes and 3 calls to the hotel later he was finally picked up. No apology from the front desk or the van driver. He made it back to the hotel just in time to come back to the room to help with the luggage before we headed back downstairs for the shuttle to the airport. We then had to wait another 20 minutes to board the shuttle to the airport. It would have been much better for us to rely on the rental car shuttle than the hotel. Again the hotel offered to pick up my husband, if it is too much trobule they should not offer it.
For a hotel that probably has many guests who rely on the shuttle service they really should be more organized and should at least have the deceny to apologize when their service is lacking.
Stay here if you don't need the shuttle service.