Embassy Suites by Hilton Baltimore at BWI Airport

Apr 7th, 2024

Rooms very dated, the sofa was heavily stained, it appeared to be of urine. The carpet near the sofa had a colored stain as well. The carpet was unvacumed. I have never experienced staying at any Embassy Suites in this condition. Each day, we had to keep asking for more bath towels because we had three people in our room. They kept taking three but only leaving two. We were told the room would be available by 4 pm on the day of arrival, it was not, and we had to continue to wait for it. Rooms: Very dated, soiled furniture and carpet.
Apr 6th, 2024

This review is hurting me to my heart as I am writing it but it is so needed. Let me start by saying I am a die-hard embassy suites customer. I actually seek them out whenever I travel. Besides the happy hour and breakfast the name usually means great service, and comfort but not this time. I have stayed at this location several times and never had a problem. But oh how things have changed. To start I was assigned a room that had the dirtiest furniture I have ever seen in any hotel. Then the bathroom was disgusting. There was mold and mildew everywhere. I got physically ill just thinking about it. Eweeeeewwwwe. So I gave the property the benefit of the doubt and asked for another room. I moved. At first glance all was well, but oh now. Another horror show. The curtains had crud on them. The furniture was cleaner, but all of the hard surfaces had sticky stains. Then the bathroom. Can we talk about a horror show. There was not as much mildew in this room, but it was falling apart. The hand rail in the showere had added metal just hanging. And then the tub was flaking . The shower head was brown and it was supposed to be white. I just wanted to vomit from this mess. Then to top things off, the HVAC system made horrific loud noises all night. Like it was a 1978 Volkswagen bug. It rarely stopped. So I couldn't even achieve a restful sleep to forget about the science project I was staying in. Funny thing I went to breakfast and I was hounded about my room number to avoid fraud. They should be lucky they have customers with the property in this shape. This hotel is worried about the wrong things. It is a Hilton Bates Motel that gave me Hotel 6 Red Roof Inn Vibes. I am extremely disappointed. I had to go home and disinfect myself and even bag I had in the room.
Apr 6th, 2024

Loved every bit except for the bartender was a real jerk. But we didn't let her spoil our fun time.
Apr 4th, 2024

My review is solely based on the customer service aspect of the Linthicum, MD (Baltimore/BWI) location. I give 5 stars to the room, the stay, and our drivers to and from the airport. I am giving 0 stars for customer service and the front desk staff. When we returned from our trip, we waited at the location we were told. After waiting for about 20 minutes, we decided to call just to make sure we were at the right place. However, no one answered the phone, and in the mean time our driver did show up. (He had run into traffic, which is absolutely understandable; and our driver was so pleasant, he was wonderful!) I had been on hold about 18 minutes at this point, and I was just curious to see how long it would take for someone at the front desk to answer the phone, so I stayed on hold. At 23 minutes and 28 seconds someone picked up and immediately hung up!! Once we got to the hotel, I went inside to see what was going on in the lobby that they couldn't answer and not a single soul was there. I called out multiple times and waited a few minutes before I left (as it was after midnight at this point and we still had a 2 hour drive home). I tried calling customer service the following day to let them know that no one was supervising the front desk and the customer service representative sent me to the wrong location! The lady that answered at the Hunt Valley location was pleasant and tried to put me back through to the BWI/Linthicum, MD location...and guess what?? No answer again!! This phone call I was on hold for an hour before I gave up. Does no one work at the BWI location?? Or do they just not know how to answer phones? Needless to say, my experience with the customer service department and the front desk staff at the BWI location was enough to make me not want to book with them again. So, if you plan to stay at this location and leave your car while you are away... don't bother. It is just so much easier to park at the airport and pay the parking fee. Noteworthy details: Front desk staff does not answer the phone. Ever.
Apr 4th, 2024