Embassy Suites By Hilton Baltimore At Bwi Airport

“Great”

Breakfast was amazing and the staff was friendly in breakfast

“OK stay. Good omelette! Terrible front desk staff, except for Mary”

The room itself was fine. A little dated, but plenty of space. It was clean. The HVAC unit made a horrible racket when it kicked on. I reported this on checkout. It wasn’t a big deal for us since we visited in March and the temps were moderate. The bathtub faucet was wonky and didn’t stop running c… more

The room itself was fine. A little dated, but plenty of space. It was clean. The HVAC unit made a horrible racket when it kicked on. I reported this on checkout. It wasn’t a big deal for us since we visited in March and the temps were moderate. The bathtub faucet was wonky and didn’t stop running completely. The free breakfast was a step above some others. My made-to-order omelette was delicious! There was definitely room for improvement with the reception desk staff. Even though our reservation was for 2 nights, the key jacket said we were only there for one. Even though I preselected a room on the app, they assigned us a different one. I realized this property charged $15 per day for parking. They gave us a form to fill out and return. That was supposed to ensure that our parking fees were put on our bill. When we went into the room, the TVs welcomed “Robert”. My wife’s name is not Robert. We were worried they put else in someone else’s room. I called the desk and they quickly changed that. I also asked about the checkout date. I was assured the correct checkout date was in their system. But I still wondered… The next day, I noticed that neither of our keys worked. Sure enough, it’s because they had us checking out after one day. They reprogrammed the keys. Then I went to the car to find a parking ticket from the company handling their lot under my wiper. I took that to the desk. This lady took a photo of it with her phone and sent it to the parking people. She said there should be no more issues. On checkout day, I asked about paying the parking fees. This time, a very capable employee named Mary said that it was not in the system for the parking to be put on our bill. I mentioned the form I had filled out and returned. She apologized and said it was never entered in their system. She said if I had another ticket, I was to bring it in and she would handle it. Fortunately, there was no ticket. Mary said we didn’t have to pay parking under the circumstances. And she said she would put points on my wife’s Hilton Honors account. Kudos to Mary!

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