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“Best customer service we've received in a long time”

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Pier 5 Hotel Baltimore, Curio Collection by Hilton
Ranked #18 of 67 Hotels in Baltimore
Reviewed April 22, 2014

We just got home from an extended weekend stay at Pier 5. The normal 4 hour drive from the beach turned into a 7 hour drive due to the holiday traffic. Needless to say we were a little on edge and more than anxious to get out of our car, checked in and on our way to dinner and drinks. From the second we pulled up to Pier 5 the customer service was top notch. Richard quickly unloaded our bags and took care of our car. When we arrived at the front desk we were greeted by AJ who informed us the room next to us was a wedding party and it could be a bit noisy. The staff had already saved another room for us in the hotel so we would have the option of staying in our harbor view room or be moved to a city view room at a discounted rate. We chose to stay in our harbor view room because we weren't concerned with the noise but the fact that they proactively made arrangements and gave us the option was customer service at its best.

We wanted a fun relaxing weekend and that is exactly what we got from our stay at Pier 5. We cannot thank the staff enough for their friendliness, they were truly proof that great customer service is not dead. We will be back for a ballgame soon and look forward to seeing you all again.

Robert & Melissa

  • Stayed: April 2014, traveled as a couple
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Thank mashby917
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 29, 2014

mashby917, we want to thank you for leaving a fabulous review, and we'd also like to thank you for choosing to stay with us during your time in Baltimore. We are very happy to hear you had an excellent time while at our property.

We couldn't be happier to hear you felt our customer service was the best you had received in a long time. We are fortunate to have amazing individuals who work with us, and try their very best to ensure everything is always perfect for our patrons. We will make sure to let Richard, AJ and everyone else know they helped contribute to the success of your stay.

We want to thank you for sharing your experience with us and the TripAdvisor community. We truly appreciate when guests take the time out of their day to write a thoughtful review. We hope you realize how much it means, and know this kind gesture doesn't go unnoticed.

If we can ever do anything to accommodate you in a future visit to our hotel, please don't hesitate to contact us.

Thank you. We hope to see you back for a ballgame visit soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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751 - 757 of 1,355 reviews

Reviewed April 15, 2014

Great service. Daily weekday reception with crab dip and drinks. Daily access passes to the MAC, a great gym with pools close by. Close to nightlife in the harbor and a short cab ride to Canton or Fells Point. Nice room view of the water.

  • Stayed: April 2014, traveled on business
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2  Thank TaylorStone
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 21, 2014

TaylorStone, thank you for leaving a phenomenal review, and we'd also like to thank you for choosing to stay with us during your time in Baltimore. We're absolutely thrilled to hear you thoroughly enjoyed your experience at our hotel.

There's no shortage of things to do around our hotel. That being said, we wanted to create even more things for our guests to do, which is why we came up with our Crabby Hour and Chocolate Event. It's great to know you liked these small events that we planned. Our guests always love them!

We want to thank you for sharing your experience with us and the TripAdvisor community. We truly appreciate when patrons take the time out of their day to write a fantastic review. We hope you realize how much it means, and know this kind gesture doesn't go unnoticed.

If we can ever do anything to accommodate you in a future visit to our location, please don't hesitate to contact us.

Thank you. We hope to see you back soon!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 13, 2014

The pier 5 hotel is part of group of hotels, which does not seem to help it. The best part of this hotel is its fabulous downtown Inner Harbor location. It is within short walking distance of the numerous Inner Harbor activities and the Baltimore Convention Center. Two major restaurants Ruth Chris's and McCormick & Schmicks steak houses are attached the hotel. The hotel lobby is very hot because of a huge atrium that battles the air conditioning and there is no pool or hot tub. Generally the hotel is clean but not Hilton or Hyatt clean. Bedding was average at best, pillows were not good, and the windows were dirty. We ate at both restaurants and the connecting hallways to the hotel lobby were in need up sprucing up.

The young front desk personnel were professional as we're the nice breakfast waitresses. I did call housekeeping one evening but the line rang for at least 3 minutes with no answer! I had to call the front desk for help.

We will not use Pier 5 again.

Room Tip: Be careful of loud wedding or conference group rooms! Have the desk book your room far away from th...
See more room tips
  • Stayed: April 2014, traveled with family
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Thank DfHRB
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 14, 2014

DfHRB, thank you for staying with us during your time in Baltimore, and we'd also like to thank you for sharing feedback from your recent visit to our location. We are happy to hear you loved the location of our hotel, and felt it was easy to get to the many things to do and see around Inner Harbor.

We are unhappy to hear you were disappointed with some aspects of our hotel. Please know we take guest feedback very seriously. We're going to share your comments about our lobby, pillows and bedding with our management team. We're always looking to improve and appreciate you taking the time to let us know how we can be better.

We hope that despite your stay, you'll come back and give us another try.

Thank you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 11, 2014 via mobile

We really enjoyed the location. The view from our room was wonderful and the front desk went out of their way to help us map out a nice run. Breakfast was amazing - I would go back just for the breakfast ! Really friendly staff every step of the way.

  • Stayed: April 2014
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Thank bobmcr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 14, 2014

bobmcr, thank you for writing a phenomenal review, and we'd also like to thank you for choosing to stay with us during your time in Baltimore. We're very happy to hear you thoroughly enjoyed your experience at our hotel.

As you mentioned in your review, the views from many of our guest rooms can't be beat. Inner Harbor is certainly a great place to go for a nice walk or jog, and we're glad our front desk team was able to assist in showing you a great route to take.

We are delighted to know you loved our breakfast offering. We realize it's the most important meal of the day, and want to make sure our guests are well taken care of before they head out. We'll make sure to let everyone here know they helped contribute to the success of your stay.

We want to thank you for sharing your experience with us and the TripAdvisor community. We truly appreciate when patrons take the time out of their day to leave a fabulous review. We hope you realize how much it means, and know this kind gesture doesn't go unnoticed.

If we can ever do anything to accommodate you in a future visit to our property, please don't hesitate to contact us.

Thank you. We look forward to your next visit. Maybe for breakfast!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 11, 2014

We recently held our team meeting at the Pier 5 Hotel. Rooms were very nice, beds one of the most comfortable I have ever slept on, and my team of 10 all agreed on both those points. Great location! and the best part was the customer service of the staff! One of the best experiences we had all ever had on any off-site meeting locations, would recommend to anyone!

  • Stayed: April 2014, traveled on business
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1  Thank andreabJ9271BI
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 14, 2014

Andrea B, we want to thank you for leaving a spectacular review, and we'd also like to thank you for choosing our property for your team meeting. We couldn't be happier to hear your event was a success at our location.

It's great to hear your entire team loved everything about our hotel. From reading over your review, we saw you mentioned how wonderful our staff was. We are extremely fortunate to have such amazing individuals working with us. They really do go above and beyond to ensure everything is always perfect for our guests. We'll make sure to let them know of all your kind comments.

We want to thank you for sharing your experience with us and the TripAdvisor community. We truly appreciate when patrons take the time out of their day to write a fantastic review. We hope you realize how much it means, and know this kind gesture doesn't go unnoticed.

If we can ever do anything to accommodate you in a future visit to our location, please don't hesitate to contact us.

Thank you. We're grateful for your recommendation. We hope to see you again!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 7, 2014

Stayed here twice while visiting the Baltimore area with my kids. Very nice clean hotel. Chocoalate fountain and cooking demo were especially fun. Centrally located right next door to the aquarium and in the harbour near many reaturants and activities

Stayed: August 2013, traveled with family
1  Thank idaninalevy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 14, 2014

Ida L, thank you for your continuous patronage to our hotel, and we'd also like to thank you for writing a great review. We are extremely glad to hear you had an enjoyable time while staying at our location.

We take our appearance and cleanliness very seriously. It's great to know you appreciated this extra effort that we take. It lets us know we're hitting our mark. We couldn't be happier to hear you loved Crabby Hour and our Chocolate Event. We like to add small activities that our guests can enjoy without having to go very far!

Being so close to the the aquarium and all of the other wonderful things to do in Inner Harbor is definitely a big attraction for many of our patrons. One thing is for certain, there certainly is a lot to do and see around our hotel!

We want to thank you for sharing your experience with us and the TripAdvisor community. It really means a lot when guests take the time out of their day to leave a nice review. We hope you realize how much we appreciate it, and know this kind gesture doesn't go unnoticed.

If we can ever do anything to accommodate you in a future visit to our property, please don't hesitate to contact us.

Thank you. We hope to see you back soon!

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 6, 2014

Clean, friendly staff, and very convenient to Inner Harbor.

Things I wish I'd known: The third floor is key access only which in and of itself is fine but the stairs don't go to the third-floor you have to take the elevator. There is a $10 service see on top of taxes and other fees, per night. So add $10 to your nightly rate and that's what you'll pay. Coffee and tea are available in the morning and in the afternoon which is nice, the breakfast in the morning is not part of your fees and rates; $15 for full, $8 for omelette, $2 for a bagel; but none of those prices are posted I asked front desk to find out what the rates were.

The hotel could be more detail oriented. There were stains on the wallpaper in my room, near the ceiling; tried to use my room phone it was unplugged & just sitting on the desk; I arrived there was already an open soap in the shower; one of the four days when room was cleaned I didn't get all the towels; my room had a few of the water and also of the giant swath of air-conditioners, vents, and satellite dish.

I was here for business and the conference I was attending was in this hotel. Though I'm not disappointed, I will not stay here again.

  • Stayed: April 2014, traveled on business
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1  Thank JMC1032
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The_Business_Manager, Public Relations Manager at Pier 5 Hotel Baltimore, Curio Collection by Hilton, responded to this reviewResponded April 7, 2014

JMC1032, thank you for sharing feedback from your recent stay at our hotel. We are happy to hear you felt our hotel was clean, that our staff was friendly and that our hotel was conveniently located next to all the wonderful things Inner Harbor has to offer. We'd like you to know we've gone through your review and plan to pass along your comments to our management team.

We're disappointed some aspects of your room weren't up to your standards or our own. We plan on discussing your comments with our housekeeping team to ensure these things are addressed and prevented for future guests.

We hope that despite your last visit, you'll give us another chance.

Thank you.

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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 Pier 5 Hotel Baltimore, Curio Collection by Hilton

Address: 711 Eastern Ave, Baltimore, MD 21202-4694
Phone Number:
Location: United States > Maryland > Baltimore > Inner Harbor
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Wheelchair access
Hotel Style:
#5 Business Hotel in Baltimore
#5 Family Hotel in Baltimore
#7 Romantic Hotel in Baltimore
Price Range: $170 - $317 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Pier 5 Hotel Baltimore, Curio Collection by Hilton 3*
Number of rooms: 64
Reservation Options:
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Also Known As:
Pier 5 Baltimore
Hotel Pier 5
Pier 5 Hotel Baltimore

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