Homewood Suites by Hilton Baltimore-BWI Airport

Sooo Bad! Shame on you Hilton Brands! This hotel is in complete disrepair! Shocked that a Hilton Brand hotel is operating in such a shambles and yet still charging the prices they are. The irony here is that I just saw a commercial for Homewood Suites being the perfect place to stay for families which is a joke considering the pool was closed for no apparent reason and we were not notified in advance. Imagine what its like to drive for 9 hours with 4 kids, telling them that they can swim in the pool as soon as we get checked in only to discover that its not going to happen! We were not even informed when we checked in that it was closed! Nightmare! Informed customer service of these issues to no avail. Don't waste your money expecting a better quality stay at Homewood Suites. It won't happen!

Remodeling is needed and better trained staff Oh my, this hotel needs a makeover badly. No hot water in the morning and furniture has visibly ripped holes. We spent a night before flying out for two weeks and left our car there and paid $8.00 per day. Hotel does not have its own shuttle service and it requires us to book it through a third party service, which was very prompt both ways. As for hot water in the morning, our room did not have hot water in the morning when attempting to take showers before getting on the plane. When we notified the front desk, his response was “I guess no one else took a shower this morning before you” and not even an apology. We are Hilton Diamond members and used points for our stay and could not care less about receiving discount for our stay but a simple gesture of an apology is more important but did receive one. As for holes in the furniture, the couch in the living room has a visibly big hole, which it should have been replaced. Hilton has enough hotels in BWI and this hotel is no longer on our list to stay. Not recommended.

TownePlace is much better During my two-month stay at this establishment, I have encountered numerous issues that have severely impacted my experience. The air conditioning system is frequently malfunctioning, the elevator breaks down on a regular basis, and the washer and dryer, despite costing $6 per load, do not adequately dry clothes. Additionally, the hot water supply is intermittent, with outages occurring at least twice a week, and the temporary fixes provided are insufficient. The shuttle service, operated by a third-party company, has also been a source of concern. One particular driver has demonstrated unsafe driving behavior, including texting while driving and inattention to the road. On several occasions, passengers have had to request that she focus on driving and refrain from using her phone. I kindly request that these issues be addressed promptly to ensure a satisfactory experience for all guests.

Terrible front desk and shuttle service I arrived about 10:30 pm to BWI and proceeded to the hotel pickup zone at the airport anticipating to see a shuttle arrive to take my weary self to the hotel. After watching every other hotel shuttle pass for 30 minutes, I used the Hilton app to text the front desk to ask for the shuttle frequency. Nothing but crickets. 15 minutes later I reached out again and asked the same question. Crickets again. Clearly no one cared to staff the messaging platform provided by Hilton. Finally I called only to be informed that I needed to make a reservation in order to be picked up from some shuttle service. That information was never communicated in my pre-arrival communications. What a nice surprise for guests! I made the reservation only to have it ignored by the awful service provider they use - they never arrived after confirming the pickup. Finally I had to pay a taxi to take me to the hotel. Two days later upon checkout I realized that not only do they not have regular shuttle service in the evening, they don’t even have it during the day. You have to make another reservation! How inconvenient for a business traveler who has meetings that may end any time and needs flexibility in scheduling. At least the front desk rep managed to get me on the next shuttle - a little redemption by another staff member. The driver for the shuttle was having an argument with someone on the phone while he drove and had explicit music playing on the radio. What a wonderful operation they run. You can be sure I will never stay at this hotel again and I encourage all travelers to avoid this hotel’s poor operational management and lack of attention to customer experience. I sent this complaint to "General Manager" Ashton Yox and at least the result was consistent...crickets. No reply at all. This hotel really doesn't give a damn about customer service.

Car Vandalized The room was okay and was basically what I expected but the furniture was really worn and out of date. The main reason I only gave this a 2 is while they charge over 8 dollars to park, my car was vandalized. They tried to take my tires off to get my hubs and when I went to pull away my front tire fell off. This caused, so far, over $3, 000 worth of damage. The hotel management was of no help, no video, and was basically told by the police they would take down the information. Do not expect to hear anything back, he informed me that this is a known issue in the area. If this is a known issue wouldn't you expect the hotel to beef up security around the parking lot? I will NEVER stay here again. A hotel bill of over $700 and the cost of this, nothing offered by management (really didn't care, wanted me gone) ridiculous. When I was about to leave the person actually stated: "oh, it's you" hmmm.