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“Customer Service is alive and well!”
Review of Pier 5 Hotel

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Pier 5 Hotel
Ranked #28 of 67 Hotels in Baltimore
Reviewed April 27, 2014

Just stayed at the Pier 5 Hotel this weekend and had a wonderful experience. The people working the front desk were the most pleasant I have encountered in years. I loved the decor - such a welcome change from the standard hotel design. One negative comment - the housekeeping staff needs to be reminded that people might still be sleeping at 9 am on a Sunday morning and should keep the noise down. I thought there was a party going on outside our room! I also agree about the $9.95 charge for hotel amenities - never got a clear explanation what they were.

Room Tip: Don't stay near the housekeeping room.
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  • Stayed: April 2014, traveled with family
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Thank Barbara W
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, responded to this reviewResponded April 29, 2014

Barbara W, 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 couldn't be happier to hear you thoroughly enjoyed your experience at our hotel.

From reading over your review, we saw you mentioned how helpful and accommodating members of our team were. We are very fortunate to have such amazing people working with us. They really do go out of their way to ensure everything is always perfect for our guests. We'll make sure to let everyone know of all the kind things you had to say.

We read your comments about our housekeeping staff, and we plan on addressing what you mentioned at our next meeting. We've also passed along the information that you felt our Hotel Service Fee wasn't clearly explained enough. We do mention the fee on our website and list all that is included. We’ll discuss how we can be more clear about the fee and all that’s included.

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 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!

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641 - 647 of 1,250 reviews

Reviewed April 27, 2014

The hotel has an ideal location for both access to good food, nightlife and views of the inner harbor. Rooms are large and comfortable. At check in there was a mix up as we were given keys to a room that had not been cleaned yet. The desk did a great job of service recovery and gave us two vouchers for free breakfast for one of the two days we stayed. All was great until we checked out. We were charged for the breakfasts which the desk quickly credited. All was still good until I noticed that there was a $9.95 hotel service fee that was added to each day of our stay. When I asked what that was, it was explained that it was for such things as coffee in the room, a chocolate fountain in the afternoon (which we did not attend) and a bottle of water in the room. Here is my issue. For $250 per night, please don't charge me an extra $9.95 for a bottle of water. Either tell me at check in that you be charging me a hotel service fee ( which I would recommend against), leave the water out altogether and leave the room charge the same, or charge me $260 per night and tell me the water is free. The current process feels excessive, sneaky and does more to create bad feelings than whatever gains there are by collecting the fee.

Stayed: April 2014, traveled as a couple
5  Thank MacShea
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 25, 2014

Rooms are shoddy at best. No way this is a 4* hotel. Not kid friendly at all. Mattress was terrible and the sofa bed was even worse. Paid a small fortune and had a view of the air conditioning units, it was so loud we couldn't even sit on the balcony. Staff was fine but everything else was a real disappointment. You can't even charge room service to your room.

Room Tip: The best tip I can give is stay so e place else.
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  • Stayed: April 2014, traveled with family
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2  Thank terry a
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 24, 2014

We arrived at Pier 5 hotel on a Saturday night for a friends surprise 30th birthday party. We were running late on time and Assistant Manager Kevin B helped us have a speedy check-in. We were very excited to learn that Kevin gave us some Complementary breakfast Vouchers .The next morning Kevin and his staff went out of there way to help search for my missing phone. I work at one of the local Ruth's Chris Steak House's and I will definitely be tell my customers to stay at Pier 5 hotel the next time they are in the city. Thank you so much for great customer service and a great stay. Hope to be back soon.

  • Stayed: April 2014, traveled as a couple
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Thank jaime51484
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, responded to this reviewResponded April 29, 2014

jaime51484, thank you for staying with us during your time in Baltimore, and we'd also like to thank you for writing an incredible review. We are extremely glad to hear your friend's surprise 30th birthday party was a huge success, and that you thoroughly enjoyed your time at our hotel.

We realize it's the little things that can go a long way. We were more than happy to help in trying to locate your phone. We know how nerve racking it can be to lose your cell phone! We'll make sure to let Kevin and everyone else know of all the kind things you had to say.

We’re very grateful you will recommend our property to your customers. 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 leave a wonderful 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 look forward to your next visit!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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, 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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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, 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!

Report response as inappropriate
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...
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  • Stayed: April 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
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, 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.
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Additional Information about Pier 5 Hotel

Address: 711 Eastern Ave, Baltimore, MD 21202-4694
Phone Number:
Location: United States > Maryland > Baltimore
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
#6 Family Hotel in Baltimore
#7 Romantic Hotel in Baltimore
Price Range: $170 - $330 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Pier 5 Hotel 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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