Hilton Garden Inn BWI Airport

BED BUG INFESTION BED BUGS EVERYWHERE FILTHY DISGUSTING ROOMS. SHEETS NOT CHANGED OR WASHED. Management did nothing nor did they care. Night auditor got extremely rude asked me what did I want him to do I replied with give me a clean room with no bugs. Literally said sorry I can't do that ___

A bad experience turned terrible The room smelled like mold. My pillows smelled like mold. If I hadn't been treated so poorly when I (finally) complained, I would be satisfied and happy. That's not what happened though. I arrived at the Hilton Garden Inn BWI around 9:30pm, plugged in my computer, unpacked a couple of things, and went to the restaurant across the street. I couldn't find anything decent, so I came bad to the hotel, picked up a mediocre salad, and retired to my room. The room (Rm 139) smelled musty. By now it was going on 10pm, and I had to be up at 4am for a 6pm flight. Changing rooms would be a hassle, and maybe it wasn't so bad. I ate my salad and watched a little tv. It still smelled but it wasn't terrible. Eventually, I climbed into bed and layed down. The pillows smelled bad - like really mildewy. I laid in bed for 15 or 20 minutes. It was really bad. Got dressed, packed up, went to the front desk. Told the fellow at the front desk that my room smelled terrible - mildewy - and that I couldn't sleep. "I can't move you. I don't have any rooms that aren't more expensive. If you want a different room you'll have to pay more for it" I explained that my room smelled like mildrew and that he needed to move me. "Did you tell anyone at the desk earlier that your room smelled bad?" I was stunned. No - I hadn't; i didn't want to be a problem and moving would be a hassle, but now I couldn't stay there - it was a problem. He repeated that he couldn't move me unless I was willing to pay for a more expensive room. He must have told me I needed to pay for a more expensive room three times. Eventually I said you can't leave me in a room where I'm sleeping on mildewed pillows - that's a health hazard. "There's no health hazard in this hotel. Why didn't you complain earlier?" Now I'm pretty angry. I say, "Because I didn't. Are you saying I'm lying? Why on earth would I come to the lobby at 12:30 in the morning in advance of a 4am shuttle to the airport making up lies about mildew?" He tells that he doesn't know what I might do and that he can't do anything unless he can have someone come check out my room. "When?" I ask. He can't - won't - tell me. I say, "I can get you a pillow - you can smell the mold for yourself." "Fine," he says. I leave to get a pillow, which I bring back to the desk. He sniffs it. "Do all the pillows smell like this? Is this the only one?" I tell him that yes, all the pillows smell like that. I am relieved; a new room is in sight. Now he just stares at me, unconcerned. "Sooooo?" I say. "I have to get someone to check out your room." ???????????? "When?" He shrugged. "Can you ballpark me? 10 minutes? 15 minutes? an hour?" He shrugged, then, "I called him. When he gets back." "Is he on the property?" I ask. His response: "I don't know". I take a seat in the lobby. Five minutes later a different fellow comes over, and we walk to my room. I open the door and he sticks his head in. "It's bad," he says. "Let's go." Back at the front desk, the night manager (at this point, I am sure that he is not allowed to help me - must be a bad boss) starts doing something behind the desk. I suppose he's moving me, but he gives me no indication of that, nor does he apologize for the smelly room or the presumption that I am a liar. I am both irritated and uncomfortable and say, "I'm sorry that your managers haven't empowered you to make these decisions on your own." Now he yells at me. "Do you think I'm stupid?" No - I didn't, and at this moment I no longer think he's victim of a bad administration. I now think he's a jerk, but I don't say this. I say, "No, I don't think you're stupid. I think you must not have had the authority to move me." "Didn't I tell you that people make up all kinds of stories. People come down here telling me all kinds of stuff. I had to have someone check it out." "But you smelled the pillow. You smelled the mildew...." "SO you think I'm stupid. I am not stupid. I'm moving you. Do you want to take the room or use the door?" I am gobsmacked. After having been yelled at, called a liar, and told that I have to pay more for a non-mildew room, I find myself apologizing to the night clerk for making him feel like I thought he was stupid, a thing which I neither thought nor said. Whatever his issue was, and there was an issue, he should not be in a forward-facing, customer service position. It is now 1:30am and I am so wound up I doubt I'll sleep. At least this room smells okay. TL:DR - stay somewhere else. The mildew smell was the best part of this experience. This Hilton has the worst customer service I have ever experienced. Bar none.

Disappointing for a Hilton We booked this hotel for the proximity to the airport and it was a disappointment. The receptionist at check in obviously didn’t want to be there. She was sullen and didn’t even look at us! We asked her to book the shuttle for 5 back to the airport, but when we arrived to catch the shuttle we weren’t on the list. Our room was on the second floor and the hallway smelled really musty. The room was clean except the bathroom smelled of mold or like it had been cleaned with a dirty cloth. Shower was very slippery - it needs a mat to prevent slipping. We also had a towel that was torn. The breakfast buffet was a charge and mediocre at best. The shuttle van drivers were lovely, but the cab is in need of some interior work - sears are torn. I’m sure you can find better.

Bad Shuttle Service We normally use this hotel every time we fly out of BWI airport I bet at least 10 times and every time has been great until this time which we just recently visit and it was basically all because of the shuttle. We had no problem checking in the night before we were leaving the next morning early at 5 o’clock we put in for shuttle, which was great. Got us over there on time so we could fly out for vacation. The shuttle to come pick us up from the airport was a different story, we were supposed to get there earlier, which is around 8 o’clock, but of course our flight was delayed so till we got our luggage and was ready to call to get our shuttle, it was 915 at night. When we called to get our shuttle, they informed us that the guy doesn’t come in to start the shuttle until 10 PM. Which meant we would have to wait 45 minutes before The guy would even get in to get the shuttle and then an extra 15-20 minutes till he gets to pick us up!!! we had a long day flying plus we still had once we got to our car another two hours till we got home. We were very frustrated that the shuttle wasn’t running continuously every half an hour like our past trips. We never really had a problem till this time they said something was different with the shuttle and they didn’t have enough people I guess to run it, which isn’t our fault we paid to be picked up and taken to our car. my husband called first and the guy was a little rude to him,but to his defense, it wasn’t his fault that the shuttle wasn’t running, and I guess we took it out on him and then I called. Of course he said the same thing to me we would had to call back closer to 10 o’clock to let them know where we were at so the shuttle driver would know where to pick us up at. so at 10 o’clock, I called back and I got a lady. I left her know what door I was at for the shuttle to come get us and of course she said it will be 20 minutes or so until he comes. He’s just now coming in which was frustrating to me, suppose my flight was earlier and we took the earlier flight. We would’ve been out of luck getting a shuttle at that hotel. She was very rude and had an attitude which at that time of the night. I was not taking it at all and I gave it back to her but then again I did apologize and say I’m sorry I’m acting this way. I know it’s not your fault but still she should least have customer service. then we were waiting 15-20 minutes and I swear I saw the Hilton Garden van flyby in the inner circle lane right past us which even pissed us off more!!!! so my husband called and said we just saw the shuttle fly by and she was saying that that couldn’t be the shuttle because the shuttle was in an accident and that we probably wouldn’t be getting a shuttle tonight so all in all we ended up having to pay for an Uber out of our own pocket to eventually get to our car and then when we got there, my husband went in and said something to her and the story changed that he was having maintenance problems with the van so I am telling you this that if anybody wants to go there to get a shuttle to the airport and back from the airport just be aware that they might not be running. I would definitely find out first what’s going on because it’s nothing like being stranded at BWI airport waiting on your shuttle late at night and find out that it never was gonna showed up anyways!!!!!

Wonderful experience with the airport shuttle and staff I made a huge mistake thinking I had booked at the Hampton Inn so when the Hilton shuttle passed me at the airport a few times I didn’t take it. I called the Hilton again. I was , unfortunately, impatient. But Timmie came again and was incredibly kind and patient. I was so tired as it was a long day. I was so impressed with Timmie and his kindness. If I had had more cash I would have given him a larger tip. Thank you for being a great hotel.