Posted: 6/16/2011Provided by Citysearch -
I stayed at this hotel, along with my guests, for my wedding in downtown Baltimore in May 2011. My troubles with this hotel began right away with them promising me things for reserving a block of rooms for my guests and not following through, additionally, many guests had trouble booking rooms due to staff incompetence. In spite of the many problems I had before staying at this hotel, the staff assured me that me and my guests would have a good stay. Sadly, that was far from what we experienced. The hotel is very loud, anytime a door shuts on the same floor or anyone has a tv or music on, you can hear it in your room; none of the shower curtains were long enough to block water from going all over the floors; the parking lot is small and parking is not guaranteed, yet they do not tell you that you will be charged for parking even if you can't find a spot; some guests experienced parts of their rooms falling apart (light fixtures fell from the ceiling); some guests were woken at 12:30 AM to move their cars when they were parked legally in the small lot because cars were blocked in; and multiple guests reserved baby cribs/cots and were told they'd receive them having booked them early but were not given them when they checked in--yet, for some reason, there was a cot available in the room that my husband and I stayed in on our wedding night (I'm not sure who was supposed to be sleeping in that cot or why it was even there...). Yet, the biggest problem I had with the hotel was the attitude I was given at 6:00 AM the morning of my wedding day by a hotel staff member. I was attempting to pay for a parking spot for the hair & make-up women who we hired to help me and my bridesmaids get ready. This staff member had me stand there waiting about 5 minutes after asking to pay for a parking pass, then harassed me about why I had a free room (because it was my WEDDING DAY!), and did not resolve the situation and was exceptionally rude to me, so I paid for street parking instead. I did not have problems with any other staff members throughout my stay (despite numerous previous problems during the planning process) and some staff did respond to the problems we had when friends of mine described the problem I had with the morning staff member. Overall, I urge this staff to take more consideration in what they promise guests and to remember that customer service is probably one of the main things guests will remember. That said, staff at this hotel may want to refrain from using the words ""My pleasure"" after every interaction with a guest, because when a guest has problems with the staff/accommodations/anything, and the staff just repeatedly say ""My pleasure"" it comes off as rude, disrespectful, and completely not genuine. I do not recommend this hotel and I feel terrible for my wedding guests who stayed there and faced problems (which was most of them). Guests considering this hotel should be warned about the poor customer service, small parking lot & the possibility of being asked to move their car at odd hours of the night, and the already failing physical facilities of the hotel in general.