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“Lovely Hotel discouraging experience with lost property”

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Hilton Garden Inn Baltimore Inner Harbor
Ranked #13 of 66 Hotels in Baltimore
Certificate of Excellence
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Lovely Hotel discouraging experience with lost property”
Reviewed November 27, 2012

We stayed at the HGI Inner Harbor the last weekend of September and loved the location, the front office staff, and the room. We enjoyed our stay and would recommend this hotel to anyone, as long as you do not have the misfortune of leaving a piece of property behind. I mistakenly left my prescription glasses and case on the vanity, and called immediately once we arrived home....approximately two hours later. I gave a full description and assured the assistant manager that they should be easy to locate since we checked out at the last minute and when we left, the housekeeper was cleaning the room next to ours. After many phone calls, non returned phone calls, disheartening and I would even say condescending conversations with the Assistant GM, where he asked me if i would like for him to interrogate his staff, I was finally referred to their insurance company. Unfortunately, even though the insurance carrier and the Assistant GM and Housekeeping manager have been given the description of my glasses many times, including pictures, the last time that I was contacted three weeks ago by the Asst. GM, he had the description wrong and then the insurance company told me that the hotels investigation was holding up their ability to close the case. I would think that the protocol would be to turn in lost property to the housekeeping manager to be held for a certain amount of time in hopes that the property would be claimed. So, if the glasses were not turned in, they were either thrown away or kept by a staff member. Seems to be a logical conclusion. But here we are two months later since the claim was filed with the insurance agency and no resolution. Communication would be nice, one way or the other.

  • Stayed September 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Hhobbsmichael
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delens, General Manager at Hilton Garden Inn Baltimore Inner Harbor, responded to this review, December 5, 2012
Thank you for taking the time to share feedback regarding your experience at the hotel and I am sorry for the delayed response you have received regarding the eyeglasses. It is absolutely our hotel's standard to turn in any item left behind by a guest to the Lost and Found. I am sorry that the impression from the hotel manager was condescending in tone as I am sure it was not the intent. Again, our apologies for the delayed response and thank you for bringing this experience to light so we can review internal controls for expediency.
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Philadelphia, Pennsylvania
Level 1 Contributor
3 reviews
3 hotel reviews
Reviewed November 26, 2012

The staff is amazing and very helpful. The location is also great! You are near many great stores and restaurants! This hotel is close to both Fels Point and Inner Harbor. Rooms are beautiful! We will definitely stay here again.

  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Helpful?
Thank Goose1023
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Baltimore, Maryland
Level 4 Contributor
26 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed November 20, 2012

We live in Baltimore hey were going out downtown so need a place to stay. This Hilton Garden Inn is very beautiful looks gorgeous to give you the feeling that you're in a big town Ugg New York to LA. but very pretty very the breakfast buffet was very good the people are the people are very courteous and I would stay there again. The rates we're between 170 180 which was an okay rate for the downtown Baltimore area. If we were staying downtown Baltimore again I would definitely stay at the Hilton Garden Inn. There also plenty of fun restaurants and shopping in the area now which is a plus.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank lovevacations64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delens, General Manager at Hilton Garden Inn Baltimore Inner Harbor, responded to this review, November 26, 2012
Thank you for taking the time to share your experience during your Baltimore "staycation". I am pleased you enjoyed the hotel and service provided so much and we hope to welcome you back to the Hilton Garden Inn Baltimore Inner Harbor in the future !
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Alexandria, Virginia
Level 6 Contributor
107 reviews
78 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
Reviewed November 15, 2012

We recently had our wedding in the area and had a few of our guests stay at the Hilton Garden Inn. The hotel was great, the staff was on point, and everyone enjoyed their time there. The hotel is conveniently located. Nick and Marion made our group booking easy.

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JJD19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delens, General Manager at Hilton Garden Inn Baltimore Inner Harbor, responded to this review, November 19, 2012
Thank you for taking a minute to share your guests' experiences at the Hilton Garden Inn Baltimore Inner Harbor. It was a fantastic way for us to start the week. We hope to welcome you back to our hotel on your first anniversary and congratulations!
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Pittsburgh, Pennsylvania
Level 3 Contributor
12 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed November 12, 2012

My wife and I stayed at this property (split in half as some newer Hiltons seem to be with a Homewood Suites property on the other "side") for two nights using Hilton Honors points. We had an 11th-floor room with a partial view of the Inner Harbor.

The location of the hotel is one of its biggest assets. It is within easy walking distance of the central Inner Harbor and is steps away from a water taxi that circles to all of the main tourist areas.

The property itself is very comfortable, but our room was starting to show some wear and tear (the carpet was damaged in one spot, the caulking in the shower was peeling off, and the shower handle itself had started to come loose). The bed, as usual, was great and we had no complaints about the accommodation more broadly.

Hotel guests have complimentary access to an amazing gym which was a nice treat as well. The breakfast (ours was free because of honors status) was quite good; fresh fruit and made-to-order omelets were highlights.

Street noise (even on the 11th floor) was relatively muted, save when a police escort took what appeared to be the Oakland Raiders football team to the stadium on Sunday morning.

There were some problems with the elevators during our stay (my wife had to walk down several six or seven flights of stairs at one point) which was the only significant issue.

All in all, we had a lovely time (helped by 70-degree weather).

  • Stayed November 2012, traveled on business
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank stonerjc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Natick, Massachusetts
Level 3 Contributor
14 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed November 9, 2012

Hilton Garden Inn in Baltimore Inner Harbor is a great location and I had a great stay in there.
It has got great rooms, high speed Internet, cable TV. Great View. Close to wonderful restaurants, whole foods, CVS.
The guests have access to world class workout facility (Hilton has partnered with a local gym) and don't have to leave the building. The place has an Olympic size indoor swimming pool (salt water)
Sauna too.
Hilton provides 2 complimentary bottled water for Hilton Honor guests, but only the first day, which i thought was kind a silly. They should be providing 2 bottled water every day.
They also have a breakfast and if your company is a HHonor partner then you can get breakfast coupons at the front desk.
Starbucks is next door for all you heavy coffee drinkers.
There is also a movie theater next door, so if you want to catch a movie that was just released, you don't need to take a taxi.

  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank adai k
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delens, General Manager at Hilton Garden Inn Baltimore Inner Harbor, responded to this review, November 12, 2012
Thank you very much for taking the time to share the details of your visit to Baltimore! The Harbor East location, offering Whole Foods, Starbucks and CVS is definitely a benefit to regular travelers. The American Grill is also a dining option, located within the hotel, and offers made-to-order breakfast for all of our guests. Our Gold and Diamond Hilton Honors guests absolutely have the option of choosing complimentary breakfast during their visits and can start their day with a hot and healthy breakfast. Thank you again for such wonderful sentiments and I look forward to sharing your feedback with the hotel team!
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Berlin, CT
Level 4 Contributor
49 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed November 7, 2012

This hotel is in a great location. The hotel is very clean and kept clean all day. The staff are very friendly and do their best to may guests happy. This hotel has a restaurant that operates at core hours but fairly good. There is a Starbucks and a Landmark movie Theater next door. What I liked is that this Hotel is located near the harbor area which is connected from end to the other end for walking, riding, running. The harbor is a great place to just sit and read, meditate, or people watch. Baltimore is a great place to visit for a few days. Lots to do.

  • Stayed November 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Sandy M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Delens, General Manager at Hilton Garden Inn Baltimore Inner Harbor, responded to this review, November 12, 2012
Thank you for taking the time to share feedback regarding your recent visit to Baltimore. The hotel team has been very focused on guest services and I am pleased you enjoyed your visit so much. The cental location between Fells Point and Inner Harbor with it's connective paved walkway is definitely a benefit! Thank you again and I look forward to sharing your comments with the hotel team.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hilton Garden Inn Baltimore Inner Harbor

Property: Hilton Garden Inn Baltimore Inner Harbor
Address: 625 President St, Baltimore, MD 21202-4472
Phone Number:
Location: United States > Maryland > Baltimore
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Wheelchair access
Hotel Style:
#4 Business Hotel in Baltimore
#9 Family Hotel in Baltimore
#15 Romantic Hotel in Baltimore
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Hilton Garden Inn Baltimore Inner Harbor 3*
Number of rooms: 182
Reservation Options:
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Also Known As:
Hilton Garden Inn Baltimore Inner Harbor Hotel Baltimore
Baltimore Hilton Garden Inn
Hilton Baltimore

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