Arrived in one piece after driving in through a tropical storm ready to relax and enjoy our weekend only to be greeted with a rude and curt desk clerk. His first question to me was "What is your form of payment?" to which I replied "Cash". He then says "We don't accept cash at check in, I'll need a credit card." to which I replied "Oj. That's not what you asked. You asked for my form of payment which would be cash." That's when I discovered I had lefy my credit card at home. To make an extremely long story short, the policy at this hotel is no credit card to secure the entire amount of your stay even when paying in can, then no room. No training for employees on suggestions to offer to customers in our situation from the front desk to management. Had the desk personnel been trained in the art of customer service, they would have known to suggest we contact our credit card company to obtain a temporary card and authorization instead, we wasted 2 hrs jumping through hoops to borrow a credit card from a relative to secure our room. Customer service training is sorely needed to cover situations like this and other unforeseen circumstances that the staff may face. Extremely frustrating and to top it off, the first front desk clerk was rude and disrespectful. Such a shame. First impressions are lasting impressions and my first impression was not a good one.
- Official Description (provided by the hotel):
- Designed to be the premier meeting and event destination between Baltimore and Washington, DC. The height of modern luxury, with the features that make hosting a first-rate gathering second nature. THE SPACE9, 200 total square feet of flexible meeting space. Grand ballroom/banquet room for up to 300 guests. Outdoor terrace. Additional breakout rooms/boardroom, LEED Silver designed. THE TECHNOLOGY: Complimentary high-speed Internet throughout the hotel and meeting space, State-of-the-art audiovisual equipment and business center. THE LOCATION: Close to Fort Meade/NSA and Arundel Mills Mall. Convenient to Thurgood Marshall BWI Airport, Easy access to Baltimore, Annapolis and Washington, DC Complimentary shuttle service to BWI airport. THE ACCOMMODATIONS: Full-service hotel with spacious, luxurious guest rooms. Full-service restaurant and bar on-site. Indoor pool and fitness center. Complimentary parking. 150 rooms with an executive floor. ... more less
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