The Hilton Baltimore is a very centrally located hotel in downtown Baltimore. It was an easy light rail ride from the Amtrak station. The Orange route of the free Charm City Circulator has a bus stop right in front of the hotel.
The hotel straddles South Eutaw Street, consisting of a tall building with the guest rooms, a well-appointed gym/pool/sauna, and some meeting rooms, and a lower building containing the Diamond Tavern, more meeting rooms, and a covered walkway to the Convention Center. The elevators are located towards one side of the tall building, which makes for a long central hallway to the guest rooms.
When we arrived around 3:30pm on a Sunday afternoon for a one-night stay, the hotel seemed quiet and empty. The person checking us in said that our room was not ready yet. Then he stated, (paraphrasing) “but you don’t care about getting the upgrade, right?” We said we didn’t mind. He gave us keys to our room and informed us that we were eligible to have breakfast in the Executive Lounge in the morning. I thought it would have been more professional to inform us how long the wait would be (considering the official check-in time is 4:00), and offered a real choice instead of assuming we would go with his default.
Our room was very comfortable. It was a lower odd number room on a higher floor, with great views of Camden Yards. The room was brightly lit (somewhat of a rarity in hotels, I find), and the beds were comfortable.
Wanting to check out where breakfast would be served, we went to find the Executive Lounge on the 18th floor. We were greeted with a sign that the lounge was unavailable for the next day or so, and guests can get vouchers for breakfast and an evening snack. Why was this not taken care of by the person who checked us in? However, his colleague Mike was very friendly as he filled out the vouchers for us.
We used the vouchers for an appetizer and non-alcoholic drink at the Diamond Tavern, which was essentially empty. Our waiter took our vouchers right away and told us which appetizers we could choose. Later he came back to ask us what drinks we wanted, and we ordered two teas. When we finished our snack, we asked him if there was anything to sign, etc. and he went off “to check.” He returned with a bill for the two teas, which was odd because earlier he specifically came to inform us we could pick two included drinks. I suspect he feared that we would not leave a tip because we had a voucher. We would have left a tip for the full amount of the original bill, but given this move we left a standard tip for the amount on the bill he presented us.
We had a completely different experience when we returned for dinner. There are relatively few choices on the menu, but the food was better than expected. Our waiter Joe (if I recall his name correctly) was professional and polite. The kitchen even offered to make an off-the-menu fruit cup for dessert.
The next day we had continental breakfast in the Diamond Tavern, again. There were some workers working with ladders in the restaurant. The waitress stopped by the table to present us with the bill (the staff must be trained to bring a pen when they bring the check—I found this oddly premature, since there is nothing to sign at this time) and I wanted to catch her attention. She acknowledged I was trying to do so but went to the next table to just drop off their check before coming back to me. I informed her the melon in the buffet had gone bad, and she proceeded to quiz me on what did it taste like. Would she have not checked on this if my description didn't sound convincing to her?
In summary, the hotel’s built environment offers a modern, luxurious feel in a great location. However, the inconsistent level of hospitality makes me feel that its AAA Four Diamond status might be an overestimation.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear valued guest,
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We would like to thank you for choosing the Hilton Baltimore for your recent stay and we are truly sorry we were not able to accommodate your arrival until 4pm. We are also appreciate for your feedback in regards to the restaurant and Lounge and service and please also accept our most sincere apologies for these mishaps. I have sent you a separate communication through Trip Advisor and I hope you contact me back, as I would like to ensure your satisfaction.
Thank you again for your feedback, and I look forward to the opportunity to welcome you back to the Hilton Baltimore.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.