I traveled to Baltimore on business today and had the most wonderful experience beginning with my shuttle driver, Frederick E. He was so professional and really made a point to make sure I was comfortable. This was important for me because I'm disabled and have a hard time walking long distances. Frederick's kindness to me and everyone else he transported was wonderful and he should be commended for being so supportive and caring to his customers.

The Sheraton BWI Hotel is a newer looking seven year old property located approximately 2 miles from the airport on a road in a commercial area surrounded by other airport hotels. It is not to be confused with the Four Points by Sheraton although it often is. About a mile away you will find a few chain restaurants, a Wendy's, a 7-11, and an Indian restaurant.

The shining star at this hotel is the positive attitude in customer service which starts with the General Manager, Emile. I had booked an "Accessible" room to acommodate my disability. For the first time in my traveling career, I was contacted by e-mail the day before by Emile himself to confirm what type of disabled room would be appropriate for my stay. If other hotels would do this, I could save countless time and return trips to the front desk to change rooms.

I called Emile upon reading his e-mail, and we had a wonderful conversation about customer service. He asked me what time I was checking in, and he made it his business to be there to greet me personally. Outstanding. Jumping in at the front desk was Restaurant Manager, Randy whose attitude and service matched the GM's.

While I was in BWI with my cousin and a friend to try a few restaurants we saw on DDD, Emile told us the virtues of his restaurant and the fine dining we were sure to experience if we ate there. Randy talked about the Tiramisu, and we agreed to have dessert there Sunday night. Once we did, Randy called his pastry chef to make sure portions were set aside and made fresh on Sunday. (More on Dinner at the end).

I was offered Complimentary Internet and Club Access due to a miscommunication when I called a week earlier to the front desk about those subjects.

The room assigned was an Accesible Double with a roll in shower (#337) and was almost as far away from the elevator as it could be. I thought it was too far to be a disabled room. The furniture was basic Sheraton with an armoire, a computer desk, two double beds, and an LCD flat screen with a horrible picture because it is an analog signal as oppossed to digital.

The Club Lounge had 24 hour Coke, Diet Coke, and Bottled Water. Evening Hors Deurves were offered in the evenings, and complemantary breakfast from 6-9AM. The food was not good, but for a nibble, it would do.

As it happened, Saturday night had a snow and freezing rain event, and our group of 3 decided to stay put rather than drive in unfamiliar territory on ice. "Perfect!", I thought to experience the fine dining in the hotel as extolled by the GM.

We went downstairs at about 7:30PM. It is a 55 seat restaurant with about 12 diners when we arrived. Soon afterward, the place was full with other ice bound travelers. The restaurant was ill-suited for a full house, and a room service waitress was pressed into service in the dining room.

I ordered the Pork Shots appetizer ($10) which was advertised as being served in glasses, but was indeed served on a flat plate because, as we were told, too many of the glasses were getting broken. I found the sauce to be spicy although I am not one for "hot" foods, and the pork was chewy. Temperature was lacking, and if we weren't so hungry, it would have gone back. My cousin ordered the Beef and Cheese soup, and he did send it back for reheating because he said it was delicious and worth trying hot.

I ordered the add-on Caesar salad ($2). The waitress said the dressing was made in-house, although it tasted like bottled dressing and the plate had just enough lettuce to cover the bottom. Would not order it again.

My main course was the highly recommended Crab Cakes billed as the Best In Town ($26) and featuring 2 cakes at 8 ounces each. Perhaps the best in Linthicum MD, but not in Baltimore. In fact the three of us ordered the same entree. I ordered the red bliss potatoes and wilted spinach sides.

Upon delivery, the entrees were cold, and we all sent them back. When they were re-delivered, we were all given someone else's entree. We could tell by where each of us took our first bite of the original order. To this point, I still don't feel that the Management saw the gravity from a sanitary poin-of-view of this error.

I sent mine back for a complete redo, and my friend gave up completely until we remninded him why we were there in the first place so he reordered the NY Strip which he said was good, not great. My redo came out underdone, but I just wanted to eat already (2 hours had passed).

We had dessert, and the Manager Randy, who had been constantly coming over to apologize came over and adjusted $50 off the check and comped the desserts.

I would absolutely stay here again if I have secured alternate dining arrangements.

Stayed here one night after a long day of travel from Puerto Rico. Reception was smooth and quick and the clerk was informative and friendly. Room was nice, bed was very comfy and bathroom decent size. Would stay here again without hesitation.

Had the opportunity to go back to this hotel after my last stay several months ago. So happy to report that the service is outstanding as ever and that many of the employees have remained, are still happy and a couple of have been promoted. Even some of the newer staff are trained well and offer the same friendly,hospitable service. Special shout-out to Emil, Katee, Gina, Ed, Myla, Jason and Candance. Thanks so much for welcoming me back so warmly--almost didn't want to go home!