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“A Tale of Washcloths and Fire Alarms”

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Embassy Suites by Hilton Baltimore - Inner Harbor
Ranked #35 of 67 Hotels in Baltimore
GreenLeadersBronze level
Reviewed August 20, 2014

For the most part, our room was nice and service was good. The complimentary breakfast was busy but the food was tasty. There's a bit of a gotcha with the Wifi. You actually have to pay for Wifi in your room but it's free in public spaces. The elevators were very difficult to use during check-in and check-out times. This was understandable and there isn't much they can do about it since it is a very tall hotel (37 stories) and we were there during several large events. However that didn't make it any less annoying and while we were waiting for the elevator we actually saw hotel staff lock us out of the room around 11:30-ish. (Luckily we didn't have any reason to go back into the room.) I would suggest that given the elevator situation the hotel does not lock the doors until an hour after the written check-in time. Speaking of which, one of the websites for Embassy Suites says that the check-out time is at noon while the front desk and the confirmation email says 11AM. (Actual check-out is 11 by the way.) We did have some issues with housekeeping too. When we arrived, there was a full set of towels but no trash bags in the cans. The next day the housekeeping put trash bags in but didn't leave any washcloths. When we called down, a housekeeping person (who was very nice) came up and gave me four more towels, saying they didn't have anymore washcloths. Maybe they realized that since I was a cosplayer in for Otakon, I probably had a nice pair of fabric scissors around to cut apart the towels to make new washcloths! (Actually I'm not joking. We considered this.) The next day- no trash bags, no handtowel, no washcloths, no bathmat. We called down to the front desk again but no one came up in the hour and a half we were in our room before we left for the evening. And yes, since I was there during Otakon 2014 I also witnessed the fire alarm incident. Well technically, we came back to the last twenty minutes of it. Luckily, we were out during the fire alarm or my mom who was on crutches would have had to hobble down 33 flights of stairs. However from what I saw, I thought the staff handled the situation very well and very calmly. ^^

  • Stayed: August 2014, traveled with family
    • Rooms
    • Cleanliness
    • Service
Thank RiliRoad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 26, 2014

RiliRoad- It appears there were many things that prevented you from having a positive experience with us. Rest assured, this is not the level of housekeeping service that our loyal guests have come to expect from our hotel, and does not reflect the strong reputation we have built over the last year since we became an Embassy Suites. When we fall short of our promise we appreciate the opportunity to serve you again in hopes of regaining your confidence. If you have a moment, please contact our Director of Operations, Angela Wedemeyer, at 443.524.1350. We would like to ask some questions and find a resolution for your troubles.

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1,134 - 1,140 of 1,565 reviews

Reviewed August 20, 2014

Overall our stay here was just average.

The negative:
1) We visited on an extremely busy weekend. There are 37 floors in this hotel (we were on the 37th) and only 4 (very old) elevators. During peak times the wait for the elevators was quite long. 2) We only received 1 set of towels in our room. We asked housekeeping for additional towels and the bath towels they provided were old, worn, and barely large enough for a small child. 3) The toilet seat in our bathroom broke during our stay and maintenance came to replace it. The seat that they replaced it with was about 10 inches shorter than the toilet bowl. I assume this was the only toilet seat they had available in the hotel. 4) Because of our Hilton Honors status we were supposed to receive complimentary bottled water and a snack in our room. However, none was provided (even though it was noted on our paperwork at check-in).

The positive:
1) The location is great. It's easy walking distance to the harbor, tons of restaurants, the stadium, and other attractions. 2) The complimentary breakfast is pretty good, however, get there early if you want to avoid the crowd. 3) The food and drinks in the hotel restaurant are great! We tried several different restaurants in the area in search of really good food and nothing else even came close to what we got at the hotel restaurant. And the service was pretty good too.

The okay:
The hotel itself is decent. They've done a good job of making cosmetic updates to the rooms, however, the hallways, elevators, and bathrooms could use some work. The place was clean and the service was okay.

  • Stayed: August 2014, traveled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank joyc21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 26, 2014

joyc21 - Thank you for taking the time to review our hotel and assisting us to improve future guests’ experiences through your observations. We are very sorry to hear that we did not live up to your expectations. We pride ourselves on our very responsive and competent staff, so we are very regretful that we were unable to provide you with this personal experience in a manner consistent with most of our guests’ stays. We have also notified our housekeeping department regarding your experience, since there is no excuse for items not being replenished thoroughly. We sincerely strive to make every stay wonderful, and we are deeply sorry that we were unable to fulfill this. If given another opportunity, we hope you will give us another chance to make amends and regain your confidence in us.

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Reviewed August 19, 2014

If I was to return to baltimore I would stay there again just because their staff is the best I have ever seen. The bartender Leslie was amazing and any place with a bar would be lucky to have her. The building is old but that just adds to the charm. The elevators are slow. But again I can not say enough about the staff they are the best in the hotel industry.

  • Stayed: July 2014
    • Value
    • Location
    • Rooms
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Thank MrGfr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 26, 2014

MrGfr - Wow! We greatly appreciate the compliments about Leslie and the rest of our team! Leslie has become a fan favorite here, since she makes all of our guests feel extra special. Thank you on behalf of the team for the heartfelt comments, and we look forward to your next stay.

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Reviewed August 19, 2014

Stayed at the ES-Inner Harbor for three nights and utilized their meeting facilities for two days. The hotel is well located -- just a few blocks from the Inner Harbor as well as some of the more neighborhood-oriented restaurants.

The included morning breakfast was very good, particularly the made-to-order omelets and, unlike other hotels where the "free" breakfast areas can sometimes be overwhelmed with people, this one was never crowded and the service was very good.

The complimentary managers reception was overwhelmed the first night (it seemed like the hotel was near or at capacity) so the service was slow (two bartenders couldn't handle it) but more manageable the second two nights. My business associate and I actually went looking for a place we could BUY a drink!

The food in the Bistro was very good and fairly priced. The meeting rooms are all next store in a renovated former Masonic Temple. It's a bit confusing to access but the service was very, very good and the historic rooms are amazing to see.

All in all, this is a good choice.

  • Stayed: August 2014, traveled on business
    • Value
    • Cleanliness
    • Service
Thank DRLand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 26, 2014

DRLand - Thank you for taking the time to tell us about your recent stay! We are glad that you enjoyed our complimentary cooked-to-order breakfast during your stay, however, regret if the crowd deterred you from enjoying an adult beverage at our nightly happy hour reception. Thank you for acknowledging the adjacent Grand Historic Venue

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Reviewed August 18, 2014

I was surprised to be disappointed by an Embassy Suites. That being said, it wasn't the service that was the let-down - the service was excellent, especially by Evan and Franklin at the front desk. There were 2 major issues: first off, this is not a typical Embassy Suites (something we didn't realize in advance). Meaning, there was no beautiful atrium, nor was there a pull-out sofa in our room (with two queen beds). The room layout was very odd; a little kitchen that we didn't need, no room for socializing and only one trash can. Plus the bathroom sink was very small - not enough room for us to each put our stuff out (girlfriend's road trip!) The staff did get us a rollaway, but not until the second night (they ran out of them) so one of us was stuck on the couch the first night. The hotel's included breakfast was great, but the dining room was terribly understaffed the second morning we were there, so it was basically mayhem -- uncleaned tables, spillled food on the floor and not enough of anything - they kept running out. The breakfast room atmosphere was loud and noisy, so that was no fun and the staff seemed utterly overwhelmed (because they were!). The hotel's location itself was OK - just a 10 minute walk to the inner harbor, but next time, I will look for a hotel that's closer to the water.

Room Tip: There are only 10 rooms on each floor, so I'm not sure it makes much of a difference.
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  • Stayed: August 2014, traveled with friends
    • Value
    • Sleep Quality
    • Service
1  Thank muszekfan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 20, 2014

muszekfan- Yes, we are not your average Embassy Suites with the large atrium and standard pull-out sofa in every room. Instead, we are one of the only Embassy Suites hotels with 37-floors and an adjacent 45,000 square foot grand historic masonic temple used for social events, meetings, and weddings. We also offer one of the largest guest rooms of any Embassy Suites hotel complete with a full-kitchenettes and updated bathrooms. It saddens us to hear that your breakfast experience was less than satisfactory. We would like to reassure you that your dining experience was a rare one – one that I hope you will allow us to improve on if given another opportunity in the near future.

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Reviewed August 17, 2014

First things first, this hotel should not be considered "Inner Harbor" as it took us a ten minute walk to reach the water. The hotel was nice. The lobby was underwhelming but the decor of the resturant and bar area were very nice. The rooms were clean and spacious and we loved our view on the 33rd floor (there is a total of 37 floors) over looking the city. Being so high was a pain. Even though there were four elevators running, it takes a while to reach the lobby. The pool is located on the fourth floor. It is completely boxed in by other buildings, recieving little sunlight. It is also extremely small. The complimentary breakfast and happy hour are one of our favorite things about the Embassy Suites. Just a warning, lines are long on weekends and breakfast only runs till 10:30 and 9:00 on weekdays.
There is a Starbucks attached to the hotel. It was a let down due to the fact the coffee brewer was broken throughout our entire stay. Overall, the city of Baltimore is more of a "one-night" trip. We had stayed for two and we found ourselves running out of things to do. Baltimore is great if you are looking for expensive but good food and drinks and a lot of shopping. I do recommend the Hard Rock Cafe and taking a trip to Fell's Point, which is easily accesible by the water taxi, $12 for an all day pass.

Room Tip: Don't book more than two nights- Baltimore isn't as big as you think.
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  • Stayed: August 2014, traveled with family
    • Value
    • Rooms
    • Service
2  Thank b6nick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 20, 2014

b6nick- Thank you for taking the time to tell us about your recent stay at the Embassy Suites Baltimore Inner Harbor! We are only five short blocks away from Inner Harbor, which is why many of our guests keep returning to us year after year. It disappoints us to hear if the Starbucks coffee machine malfunctioned during your stay, and hope you were able to get some coffee from B'More Bistro instead. We are happy to learn that the complimentary cooked-to-order breakfast continues to exceeded expectations each time you stay at an Embassy Suites hotel.

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Reviewed August 17, 2014

Stayed here for a convention. Had several friends along the room had space for us all the breakfast was wonderful and really helped. Only downside was the 4 elevators were VERY BUSY. The hotel was booked solid and moving out was a hassle but with a 40k person convention in town it is to be expected. Staff stayed calm and courteous despite the insane number of people.

  • Stayed: August 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Embassy Suites Hotels
Thank Michael H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
KokuaHospitality, Guest Services at Embassy Suites by Hilton Baltimore - Inner Harbor, responded to this reviewResponded August 20, 2014

Michael H- Thank you for your cooperation and patience during this busy time for us. Otakon is a very popular convention for Baltimore, but our team is well-equipped to handle the large number of guests in-house. We are happy that you got your monies worth, and look forward to welcoming you back again soon!

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Additional Information about Embassy Suites by Hilton Baltimore - Inner Harbor

Address: 222 Saint Paul Pl, Baltimore, MD 21202-2120 (Formerly Tremont Suites Hotel)
Phone Number:
Location: United States > Maryland > Baltimore > Downtown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Green Hotel in Baltimore
#14 Business Hotel in Baltimore
#31 Family Hotel in Baltimore
#32 Romantic Hotel in Baltimore
Price Range: $125 - $368 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Embassy Suites by Hilton Baltimore - Inner Harbor 3.5*
Number of rooms: 274
Official Description (provided by the hotel):
The Embassy Suites Baltimore - Inner Harbor is conveniently located in the downtown business district and near the Inner Harbor, National Aquarium, M&T Stadium and many other points of interest. The hotel offers spacious rooms and suites with luxurious bedding and thoughtful amenities. Enjoy a delicious meal at our on-site restaurant B'More Bistro or grab a cup of coffee at Starbucks. Wake up each morning to a complimentary breakfast and unwind at night at our evening reception. The hotel also offers a fitness center, seasonal outdoor pool, 24-hour business center and complimentary WiFi in public areas. ... more   less 
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Also Known As:
Tremont Plaza Baltimore
Tremont Plaza Hotel

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