Reception

Reviews of Embassy Suites by Hilton Baltimore at BWI Airport

3.5 out of 5
Embassy Suites by Hilton Baltimore at BWI Airport
1300 Concourse Dr, Linthicum Heights, MD

Reviews

8.0

Very Good

Rating 10 - Excellent. 482 out of 1001 reviews" "
Rating 8 - Good. 230 out of 1001 reviews" "
Rating 6 - Okay. 123 out of 1001 reviews" "
Rating 4 - Poor. 81 out of 1001 reviews" "
Rating 2 - Terrible. 85 out of 1001 reviews" "

8.0/10

Cleanliness

8.4/10

Staff & service

8.2/10

Amenities

7.8/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Sefako

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love love love my stay. Will come back.. every thing about my stay is wonderful
Stayed 2 nights in May 2024
Response from Customer Service on May 15, 2024
Sefako, your glowing words truly made our day! We're beyond delighted that your stay at Embassy Suites Baltimore at BWI Airport was everything you hoped it would be. Your wonderful feedback is the best testimony to the excellent experience we strive to offer. Looking forward to your return!

10/10 Excellent

Erik

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
There was a Toyota that had all 4 wheels taken off and was sitting in the parking lot basically on the ground. I presume there are cameras on site but I would not feel safe parking my vehicle here in the future.
Stayed 2 nights in May 2024
Response from Customer Service on May 12, 2024
Erik, thank you for bringing this to our attention. Your comfort and safety are of prime importance to us. While we assure you that measures are in place, such as potential surveillance coverage, to ensure security, we're regretful to hear about your concerns regarding the parking situation. We will definitely look into enhancing our security measures to better serve our guests. Thanks for choosing Embassy Suites Baltimore at BWI Airport, and we hope to welcome you back in the future with improved services.

4/10 Poor

William, Athens

Traveled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
Stayed one night,barely any water pressure in the shower.The knob to turn the shower on came off,so had to go to work without a shower.
Stayed 1 night in May 2024
Response from Customer Service on May 9, 2024
William, we regret to hear about the challenges regarding your recent stay. We take such feedback seriously as our aim is to provide a seamless experience for our guests. Our maintenance team will promptly look into the bathroom facilities to ensure they meet our standard. Thank you for bringing this to our attention.

10/10 Excellent

David

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay
Stayed 1 night in May 2024
Response from Customer Service on May 6, 2024
David, it's heartening to hear that you had a wonderful experience at Embassy Suites Baltimore at BWI Airport. We eagerly await your return for another great stay. Thank you for choosing us for your travels.

8/10 Good

ALLAN

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Happy hour complimentary snacks Overall a great place.
Stayed 1 night in May 2024
Response from Customer Service on May 6, 2024
Allan, it's heartening to know that you appreciated the complimentary snacks during happy hour at Embassy Suites Baltimore at BWI Airport. We aim to offer memorable experiences to our guests and are glad to hear that we were successful in your case. Thank you for taking the time to share your feedback. We hope to welcome you back again soon.

10/10 Excellent

Christopher

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A
Stayed 1 night in Apr 2024
Response from Customer Service on May 1, 2024
Christopher, thank you for your sterling review of Embassy Suites Baltimore at BWI Airport. Your appraisal is incredibly valued, and we look forward to welcoming you back.

10/10 Excellent

Theolashonda

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love it
Stayed 3 nights in Apr 2024
Response from Customer Service on Apr 24, 2024
Theolashonda, it's fantastic to hear that you loved your stay at Embassy Suites Baltimore at BWI Airport. This is precisely the experience we aim to offer. We look forward to welcoming you back in the future.

8/10 Good

Mike

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities
Just needs a refresh. Shower door was broken, under sink needed painted. The place is nice just could use a refresher.
Stayed 2 nights in Apr 2024
Response from Customer Service on Apr 21, 2024
Mike, thank you for sharing your feedback. We're pleased to hear that you found enjoyment in your stay at Embassy Suites Baltimore at BWI Airport. Your comments regarding certain areas of the room that could possibly benefit from updates are noted. We continually strive to enhance our guests' experiences and your input is helpful in that endeavor. We look forward to welcoming you back in the future.

8/10 Good

Kaktrale

Liked: Cleanliness, amenities, property conditions & facilities
I enjoyed my stay at Embassy Suites. The property was in a great location, the hotel is beautiful, and the breakfast was simply delicious. The only downside was that the cleaning staff didn’t bring new towels during my two day stay. I would stay here again
Stayed 3 nights in Apr 2024
Response from Customer Service on Apr 20, 2024
Kaktrale, it's wonderful to hear that you enjoyed your stay at Embassy Suites Baltimore at BWI Airport, finding our location advantageous and the breakfast to your liking. We regret any inconvenience you may have experienced regarding the fresh towels. Please rest assured this feedback is noted and will be reviewed with our housekeeping team. We're delighted that you'd consider staying with us again and look forward to your next visit.

2/10 Terrible

Tanya, ellicott city

Traveled with partner
Disliked: Cleanliness, staff & service
The first room we were assigned was not handicap assessable as requested. There was no internet. In addition, the room was not ready upon arrival. A room was made available after 4:22 pm. The room we were given was also assigned to another party. It was frightening to have strangers access the room. According to the front desk, they assigned us the wrong room, number 620 and we were supposed to be in room 325 which they said was also not handicap assessable. At the point we decided to go to sleep, we found that the bed was damp and had the scent of urine. We were moved to a room another room. The next morning I awoke to hundreds and hundreds of ants all over the night stand next to where I was sleeping, and we sighted ants through out the unit. We contacted the front desk and were told that the manger was on the way up. The manager never came. Two hours later we called the front desk again without any solution. We contacted the main office for the Embassy Suites who contacted the front desk. Hours had passed, ants were in my luggage and toiletries. The front desk offered to move us to a third room. We asked for a refund and was told to call Expedia. It has been more than 72 hours without resolution. The "Staff" failed us! The property was not sanitary and has an infestation. We did not stay the 2nd night, the experience was beyond stressful at a time when I needed a quiet and relaxing moment. I Will not recommend this hotel to anyone.
Stayed 2 nights in Mar 2024

10/10 Excellent

Morgan

Stayed 5 nights in Apr 2024
Response from Customer Service on Apr 29, 2024
Thank you for the 5/5 rating, Morgan!It's excellent you enjoyed your time at Embassy Suites Baltimore at BWI Airport so much and that we could exceed your expectations. That's what we like to see! We can't wait to share another fantastic experience with you soon.

10/10 Excellent

Stephanie

Stayed 2 nights in Apr 2024
Response from Customer Service on Apr 28, 2024
Thanks for the perfect rating, Stephanie!We aim to please and your praise lets us know we're doing our job! We look forward to sharing another amazing experience with you soon at Embassy Suites Baltimore at BWI Airport.Have a wonderful day!

8/10 Good

Francis

Liked: Cleanliness, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Customer Service on Apr 7, 2024
Francis, thank you for choosing Embassy Suites Baltimore at BWI Airport and taking the time to rate your experience. It's wonderful to see that you had a satisfactory stay with us. We hope to see you again soon, continually striving to offer exceptional service.

10/10 Excellent

Adonnica

Stayed 1 night in Mar 2024
Response from Customer Service on Apr 22, 2024
Thank you for taking the time to leave this wonderful rating, Adonnica! We hope to see you again soon at Embassy Suites Baltimore at BWI Airport so we can share yet another amazing experience!

10/10 Excellent

hemant

Traveled with family
Liked: Cleanliness, property conditions & facilities
Gooybut service at restaurant is very poor.
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 31, 2024
Hemant, we're delighted to hear about your overall positive experience at Embassy Suites Baltimore at BWI Airport. Your insight about the restaurant is very important to us. We are already working on refining our dining experience to better serve guests like yourself. We can't wait to host you on your next visit.

6/10 Okay

Piotr

Business traveler
Expedia service was terrible not able provide me hotel number so I can call looks like Expedia will be not my future website nobody care so it is what is the number they gave me was void number not existing I was very impressed sarcastic way
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 28, 2024
Piotr, we're sorry to hear about the difficulties you experienced with the booking process through Expedia. Having a seamless check-in process is something we encourage and we regret that this external factor affected your stay. We assure you that our team members would have been happy to assist you directly, and encourage all guests to contact us for any convenience needed. We hope you'll consider visiting us again in the future, where we expect you'll have a smoother experience.

10/10 Excellent

Heather

Liked: Cleanliness, staff & service, property conditions & facilities
Great room with everything I needed. Great staff. Easy shuttle to and from airport.
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 27, 2024
Heather, we're thrilled to hear that the services at Embassy Suites Baltimore at BWI Airport met your expectations! We take pride in our team members' dedication and the convenient shuttle service. Thanks for choosing us. We're looking forward to hosting you again.

10/10 Excellent

Kori

Liked: Staff & service, property conditions & facilities
Excellent
Stayed 2 nights in Mar 2024
Response from Customer Service on Mar 12, 2024
Kori, it's terrific to hear that you had an excellent experience at Embassy Suites Baltimore at BWI Airport. We appreciate your feedback greatly and hope to welcome you back soon.

10/10 Excellent

Aja

Liked: Cleanliness, staff & service, amenities
Dark around property. Bath tub need upgraded. Staff was nice. Hotel nice overall
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 11, 2024
Aja, it's great to hear about your overall positive perception of Embassy Suites Baltimore at BWI Airport, especially of our courteous team members. We've taken note of your comments regarding the exterior lighting conditions and bathroom amenities. These will be reviewed internally to help us enhance future guest experiences. We're looking forward to welcoming you back.

10/10 Excellent

Esther

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the place
Stayed 2 nights in Mar 2024
Response from Customer Service on Mar 10, 2024
Esther, thank you for leaving us a 5 out of 5 rating! We look forward to seeing you again soon so we can share another exceptional experience with you at Embassy Suites Baltimore at BWI Airport!

10/10 Excellent

Ashley

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Peaceful and clean.
Stayed 2 nights in Mar 2024
Response from Customer Service on Mar 9, 2024
Ashley, it's lovely to know that you appreciated the tranquil atmosphere and immaculate conditions at Embassy Suites Baltimore at BWI Airport. We strive to provide such a relaxing environment and prioritize cleanliness. Thank you for your wonderful feedback and we hope to host you again in the future.

10/10 Excellent

James

Liked: Staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Customer Service on Mar 4, 2024
Thank you for sharing, James!At Embassy Suites Baltimore at BWI Airport, we strive to provide exceptional service for each person who walks through our doors. Thank you for sharing your perfect rating with us. We look forward to sharing the same quality experience with you during your next stay with us.

2/10 Terrible

Travis

Business traveler
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
This hotel is in a good location - safe and quiet around a lot of restaurants. But, I should’ve listened to the reviews I saw about this place smelling bad and being outdated. The rooms feel like they are from the 90’s. Upon entering my room, I was hit with a cigarette smell & the AC/Heat in the room is barely holding on. I would avoid this hotel until it’s renovated.
Response from Customer Service on Mar 2, 2024
Travis, your feedback is important to us. It's nice to hear that you appreciated our central and serene location near dining amenities. However, we regret hearing about your experience with the room's aroma and temperature controls. Our team is keen on maintaining as much of the original charm as possible while implementing continuous updates. Rest assured, your comments will be taken into account for future improvements. We hope to have another opportunity to welcome you back providing a more satisfying experience.

6/10 Okay

Rashaya

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The Hotel Itself Was Very Nice. These Front Desk Worker I Encountered With Wasnt So Pleasing.
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 29, 2024
Rashaya, we appreciate your feedback. It's good to know you found the hotel appealing. We regret if you felt our front desk service fell short of expectations. We actively work on refining our team members' interactions with guests for a more congenial experience. Thank you for bringing this to our attention. We hope for the chance to serve you better in the future.

10/10 Excellent

Bruce

Liked: Cleanliness, staff & service, property conditions & facilities
We had a very nice stay at this hotel.
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 27, 2024
Bruce, it's wonderful to hear you had a pleasant stay at the Embassy Suites Baltimore at BWI Airport. We appreciate your feedback and hope to welcome you back in the near future.

10/10 Excellent

Randolph

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It has one of the best rooms of the hotels and even the pool is really warm. I look forward to checking in again in the future.
Stayed 3 nights in Feb 2024
Response from Customer Service on Feb 21, 2024
Randolph, thank you for sharing your experience at Embassy Suites Baltimore at BWI Airport. We are thrilled to hear you enjoyed our comfortable rooms and heated pool. Your eagerness to return is the highest compliment, and we can't wait to welcome you back in the future.

8/10 Good

Paulette, Charlotte

Stayed 1 night in Feb 2024
Response from Customer Service on Apr 23, 2024
Paulette, thank you for choosing to stay at the Embassy Suites Baltimore at BWI Airport and taking the time to rate us on Expedia. We hope your travels were smooth and you enjoyed your experience with us. If you have any specific suggestions or comments, we would love to hear them for our future improvement. Looking forward to your next visit. Safe travels!

10/10 Excellent

Tammie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff at breakfast and dinner were very nice and were helpful
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 20, 2024
Tammie, it's delightful to know your dining experience at Embassy Suites Baltimore at BWI Airport was enhanced by our cordial and attentive team members. We're glad they were able to assist and make your meals enjoyable. We're looking forward to your next visit.

10/10 Excellent

greg, jersey shore

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
All was good, shuttle was timely
Stayed 1 night in Jan 2024
Response from Customer Service on Feb 18, 2024
Greg, it's fantastic to hear that you had a great experience at Embassy Suites Baltimore at BWI Airport. We're glad our shuttle service was punctual and met your needs. We eagerly anticipate your return for another enjoyable stay.

4/10 Poor

LYDELL

Business traveler, Traveled with partner, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Did not like the noise are the smell of the rooms
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 17, 2024
Lydell, it's regrettable to hear that your experience wasn't up to expectations due to room-related concerns. Kindly know that guest comfort is our priority, and we focus on cleanliness and quiet environments. We certainly appreciate your feedback and will closely consider it to enhance our future guest experiences. Thank you for choosing us and we hope for an opportunity to serve you better in the future.

10/10 Excellent

Ebony

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Accommodating
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 15, 2024
Ebony, it's fantastic to hear you found the Embassy Suites Baltimore at BWI Airport to be accommodating. We aim to provide an environment where our guests feel welcomed. Looking forward to your future visits.

4/10 Poor

Verified traveler

Business traveler
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities, room comfort
Very Disappointed
I travel often for business and have chosen the Embassy Suites as my hotel of choice. First, I would like to acknowledge the exemplary customer service of the front desk representatives and housekeeping! They were awesome! However, In comparison, I was a bit disappointed with the condition of this hotel. Considering the proximity of the airport and the many prominent businesses in the area Hilton would represent their name.This hotel is in dire need of renovation from the entrance, the business center(2 computers sitting on a table at the entrance of the hotel-Really?) the uncleanliness of the entire hotel(dirt and food on carpets,walls, tables, and floors, children toilets(very low) in hotel rooms , mold in bathtub, chipped paint, worn carpets and furniture etc. The breakfast menu had a minimum selection; weak and only two selections of coffee, min selection of fruit, etc. Although, I was not comfortable staying here, the staff made it bearable.
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 14, 2024
We appreciate your loyalty to our hotel and are grateful for highlighting our team's superior customer service. That being said, your feedback regarding certain aspects of your stay is duly noted. It is disheartening to hear about the less than satisfactory condition of the facilities, and we regret any inconveniences this may have caused. We also acknowledge your points on the breakfast selection and will certainly consider your comments as we continue to improve our offerings. Our team's dedication will continue to be the driving force behind our service, and we hope to present an improved experience during your future visits.

2/10 Terrible

Gregory

Stayed 1 night in Feb 2024
Response from Customer Service on Mar 21, 2024
Gregory, it's concerning to read that your recent experience didn't meet your expectations. We invite you to get in touch with us directly to provide us with more details. This will aid us in addressing any issues more effectively. We trust that future experiences will better reflect the high standard of service we endeavor to maintain.

10/10 Excellent

Bonita

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024
Response from Customer Service on Feb 9, 2024
Thanks for the perfect rating, Bonita! We can't wait to see you again soon for another amazing experience at Embassy Suites Baltimore at BWI Airport.

10/10 Excellent

Catherine

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 6, 2024
Catherine, thank you for leaving a five-star review. We're thrilled to know you enjoyed your stay at Embassy Suites Baltimore at BWI Airport. It's wonderful to hear you were pleased with your experience and we invite you back for another stellar visit. Safe travels!

8/10 Good

robert

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 5, 2024
Thanks for the amazing rating, Robert!We're happy you had such a lovely stay at Embassy Suites Baltimore at BWI Airport! We look forward to hosting you again soon for an even more wonderful experience. Thank you again for sharing your rating with us.

10/10 Excellent

Qiana

Stayed 1 night in Feb 2024
Response from Customer Service on Mar 21, 2024
Qiana, thank you for your perfect rating! We at Embassy Suites Baltimore at BWI Airport are delighted to know you had an exceptional stay with us. We hope to welcome you back in the future for another memorable experience.

10/10 Excellent

Eugenia

Liked: Cleanliness, staff & service
Stayed 1 night in Feb 2024
Response from Customer Service on Mar 20, 2024
Thank you for sharing your perfect rating with us, Eugenia!It's wonderful to see how much you appreciated your time at Embassy Suites Baltimore at BWI Airport! We want everyone to feel right at home at Embassy Suites Baltimore at BWI Airport. Being able to create a feeling of home is exactly what we aim to do!We look forward to sharing another amazing experience with you soon!

10/10 Excellent

Ceil

Stayed 2 nights in Jan 2024
Response from Customer Service on Mar 21, 2024
Thanks for the perfect rating, Ceil!We're pleased to hear that you have fully enjoyed your stay at Embassy Suites Baltimore at BWI Airport, as we strive to create a full service experience for our guests. We can't wait to see you again soon!

10/10 Excellent

douglas

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The desk staff were great!!!!
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 31, 2024
Douglas, it warms our heart to hear that the team members at the Embassy Suites Baltimore at BWI Airport left such a positive impression on you. Thank you for recognizing their efforts and we hope to welcome you back soon.

10/10 Excellent

David

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Customer Service on Jan 28, 2024
Thanks for sharing this perfect rating, David!We're thrilled to hear you enjoyed your stay at Embassy Suites Baltimore at BWI Airport! It's our pleasure to accommodate you to the fullest extent. After all, your happiness is our top priority! We're already looking forward to your next visit!

10/10 Excellent

Mathosette M

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 22, 2024
Thank you for the great rating, Mathosette!We are always working very hard to provide a high-quality experience for all of our guests. It's excellent to hear that you had a lovely stay at Embassy Suites Baltimore at BWI Airport! We hope you plan on staying with us again soon!We're looking forward to your next visit!

2/10 Terrible

Javan

Stayed 1 night in Jan 2024
Response from Customer Service on Jan 22, 2024
We appreciate the feedback, Javan.It's unfortunate you had such challenges during your time with us. We regret that we couldn't provide you with a perfect experience. We do hope you give us another opportunity to demonstrate the high standard of service we're accustomed to providing.

10/10 Excellent

Regina

Stayed 1 night in Jan 2024
Response from Customer Service on Jan 23, 2024
Regina, it's great to hear that your experience at Embassy Suites Baltimore at BWI Airport was excellent. We sincerely thank you for choosing our hotel for your stay. We're eager to welcome you back in the near future. Safe travels!

6/10 Okay

Barbara

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff in all departments were great. Unfortunatelly had to call for pillows & comforter for fold out couch delivered to room
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 19, 2024
Barbara, it's wonderful to hear that your interactions with our team members were positive. We regret, however, that there were some issues with your room's bedding provisions. We assure you, our team is always on hand to address such concerns promptly to ensure your comfort during your stay. It would be a pleasure to host you again and provide a flawless experience.

6/10 Okay

Regina

Traveled with family
Liked: Staff & service, amenities
Breakfast staff Dorian she is amazing. Very nice person, hard worker. The hotel room needs an upgrade and update.
Stayed 1 night in Jan 2024
Response from Customer Service on Jan 17, 2024
Regina, it's delightful to hear your positive statement about Dorian's excellent service during your breakfast experience. She indeed is a valuable member of our team. As for the room conditions, we wish to assure you that we're always striving for improvements and enhancements to match our guests' expectations. We appreciate your feedback and hope to have the opportunity to provide you with a revamped experience in the future.

8/10 Good

Verified traveler

Liked: Cleanliness, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Customer Service on Jan 18, 2024
Embassy Suites Baltimore at BWI Airport appreciates your positive rating. Our team strives for full guest satisfaction and we're delighted to see we were able to provide you with such a positive stay. That said, we hope to welcome you back soon in the near future.

10/10 Excellent

andy

Stayed 1 night in Jan 2024
Response from Customer Service on Jan 16, 2024
Andy, it's wonderful to see your top score. We're elated you had a great experience with us at Embassy Suites Baltimore at BWI Airport. We're looking forward to your next visit. Safe travels until then!

10/10 Excellent

JASSLYN A.

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Customer Service on Jan 15, 2024
Thank you for the excellent rating, Jasslyn!Our goal is to go above and beyond to ensure our guests have a memorable experience at Embassy Suites Baltimore at BWI Airport! We look forward to hosting you again soon.

6/10 Okay

Christine

Liked: Staff & service, amenities
Disliked: Property conditions & facilities
I stayed Fri-Mon night. I interacted with staff from all shifts and at breakfast. I did not make it to any of the dinners from 5-7 nor did I visit the bar. Everyone was very kind and tended to all my needs no complaints. I did check-in late at night and I noticed they had security, by far my favorite thing about the hotel. The breakfast was good, they have never missed when it comes to breakfast. My bathroom was not clean. There was hair and spots on the toilet and seat. The floor was also sticky with spots. I did clean my room and all this stuff came right up. There was also something purple on the wall in the bathroom. I wiped a section of it with my cleaner and it came right off, which means they did not attempt to clean it. There was also A LOT of condensation on my toilet tank and nothing I hung in the bathroom dried overnight so I hung it elsewhere. I was very pleased that my sheets were clean when I inspected my bed. The breakfast staff was adamant about keeping the dining area clean between guests. I did visit the gym and the Jacuzzi, no issues with either. The water fountain near that area was disgusting. They have the feature where you can refill your bottle. Because the fountain was so nasty I happened to look where the water comes from as you fill your bottle and there was a ring of black mold. This is why I gave low ratings for condition and cleanliness.
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Christine, we appreciate your thoughtful feedback which helps us identify areas to focus on improvements. It's great to hear you found our colleagues outputting and our security measures comforting.However, we acknowledge that some elements of your stay fell short of expectations, specifically in regard to cleanliness. Our team takes pride in maintaining a clean and comfortable environment, and it appears we missed some key aspects during your visit. The incidents related to the bathroom and the water fountain are indeed regrettable. We apologize that we failed to meet your expectations this time and we will certainly take your feedback on board for improvement.We're glad to know that you were satisfied with the gym, Jacuzzi, and breakfast. We will ensure the high standards in these areas are carried through to all aspects of our services. Thank you once again for your valuable insights. We hope we can provide a seamless experience during your future stays.