Before booking our room through a 3rd party site, my girlfriend and I decided it would be best to call the hotel directly to make sure we were booking the room we were looking for. We specifically picked this hotel because of the personal jacuzzi tub in the suite. The hotel employee explained the King Deluxe Suite included a king size bed, stand up shower, and an in-room jacuzzi. We excitedly booked our vacation for Feb 15-17. We were not only celebrating Valentine's day but also our anniversary. I had heard such wonderful reviews we decided this would be the best place to stay for our first trip to Baltimore!
When we arrived around 9:30 pm, the bell hop ( Darian, i believe was his name) was the perfect greeting to our short lived stay in this hotel. He was tentative and personable, and incredibly professional and is the only good part of this hotel. We parked valet and were escorted to the check-in desk. We were so excited to be there. The gentlemen checking us in asked how our trip was and we told him it was a long 2 hours and we were looking for recommendations on great restaurants for dinner! It was shortly after we found out our room, in fact, was NOT the room we wanted to book and we were given incredibly false information from the hotel employee we spoke with. We apparently had booked a room with a bed, and shower. No jacuzzi. We explained to the gentlemen checking us in that this was not the room we were told we were booking but they "unfortunately" couldn't do anything because the hotel was full for the weekend. In shock, we went up to the room anyway.
After discussing the situation, we immediately decided this wasn't acceptable and politely went back down to the desk. After talking to three customer service representatives, including the manager, they told us there was nothing they could do and even if there were any open rooms like the one we were looking for, we were going to be charged more. We asked for our money back, immediately went back up to the room to grab our belongings, and leave.
After the Hotel Monaco left such a sour taste in our mouth, we stopped at a gas station with every intention of turning around and going home. However, it was too late to be driving so I looked up other hotels in the area to crash for the night and planned on leaving first thing in the morning. It was then we found Baltimore's hidden gem, Quincy, the front desk employee for Brookshire Suites. He was INCREDIBLE. He gave us the king suite and the greatest service i've EVER experienced. He turned our trip into such a positive experience, unlike the Hotel Monaco. Our hotel was exactly 1 block from the Inner Harbor, it was a bigger room, an incredibly comfortable bed, 2 flat screen tv's, and service that was second to none. Quincy suggested so many places and was so positive and accommodating that we decided to stay the entire weekend. The rooms weren't as extravagant as the Hotel Monaco but i'd have paid as much as i was charged there for the service we received at Brookshire Suites. The complimentary breakfast was delicious and included a hot buffet, a waffle iron, fresh coffee, and fresh bagels.
I think the service at Hotel Monaco alone makes their prices absurd. Even while standing at the check-in counter, I over heard a guest asking for their In-room Menu that he had called down for an hour before. OBviously, we weren't the only guests with poor service. I had planned to propose to my girlfriend during our stay at this hotel, in the king suite, in the jacuzzi. I would never recommend this place to anyone. I understand mistakes happen but this hotel did NOTHING to accommodate the situation they put us in. I believe you pay mainly for two things when you stay in a hotel. The first being a clean room and the second and main thing being customer service. This place is two thumbs down.
If you're looking for a great place to stay in Baltimore inner harbor, call Brookshire Suites and ask for Quincy!!!! Don't waste your time on this hotel.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Heather F:
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I am sorry to hear about your experience and that we did not have any of the room types available you were looking for. I woud like the opportunitty to speak with you further on this.
Please contact me at your earliest convenience.
All the best,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.