Best Western Plus Best WesternI Airport Hotel - Arundel Mills — Hotel in Arbutus

Not a bad place for that night before your flight or for the unexpected layover due to weather or airline incompetency.

The 24 hour shuttle was the real draw here. I've been at hotels for that unexpected airport overnighter where the makeup flight is way early and they can't shuttle you there in time. A good airport shuttle is almost as critical as a decent room. They had a good shuttle.

The room was decent and comfortable. Check-in was straightforward, pretty much like any other hotel which isn't a compliment.

I don't understand how hotels have yet to figure out the automated kiosk yet. Do they really think that person at the counter who is glossy eyed and more fixed on the screen than the guest makes the experience more special?

Here's an obvious mystery revealed: your hotel is in the middle of nowhere. It's not at the heart of your state's tourism. Apart from the one restaurant and a vending machine, there is no retail commerce. You are a modest priced, facility rated as okay. You are not attracting the most customer driven employees. They are neither problem solvers or compassionate Jesuits. It's just their job. I get that. Their job is so specific and their ability to make outside the box decisions is limited by policy and what the computer says they can do.

They are not going out of the way for anybody. So why not get them out of the way of the guests?

This is the perfect person to replace with an automaton as their work is pretty much robotic already. Take a look at how lousy the airline ticketing agents are, and how kiosks and mobile apps have replaced nearly all of them. Take notes.

It's not just this hotel. Nearly all hotels have this defect. Those who practice elite customer service go to the elite hotels. The rest take the paycheck and contemplate where their life went wrong.

Do I exaggerate? I couldn't help notice the broken up cracker bits around the seating benches near the check-in desk of this hotel. They were there when I checked in around 6 PM. They were still there and had been tracked around the area 11 hours later. The dark, hard-surface flooring made them glaringly obvious. Thirty seconds with a dust mop and this review may have another star. It wasn't repulsive, but it suggested that cleanliness isn't priority one. That is a concern when choosing hotels.

They weren't that busy. You have to ask why nobody chose to do a quick sweep? Not your job? Union rules? Indoor floor blindness?

My point is that with staff like that, you may be better off hastening the check-in process with an equally personal, and faster kiosk system. Then use the front desk budget for a person without a mortal fear of sweeping. Better yet, invest in a Roomba for your floors.

All in all, the place was okay, but I did pick it with the thought that it was just one night. To that end, it did its job, but...

Paid for early check-in after driving all night. We checked into two rooms around 6am. We were awoken at 7am by music blasting from one of the rooms. Couldn't fall back asleep since the music wouldn't stop. Got up at 8 and started our day. Got back to the hotel around 8pm. The pool had some weird foamy film on it so we opted not to get in. Went to bed around 10pm and we're awoken around 2am by the people who were blasting music and fighting. It eventually stopped and we were able to go back to sleep. We were up around 8 again and got our day started. Got back to the hotel around 9 and our keys wouldn't work to get in the door. Had to take the walk around the building to get in since there was no where to park in the front, ever. Not an easy task when you're handicapped and it's bitter cold. The desk said they put the wrong dates in and fixed our keys. Went to bed around 11 to be awoken by someone pounding on the door in the hallway. The guy finally gets in his room and him and the other occupant start fighting. This went on for about 30 minutes before we called the front desk. The guy at the desk came up and talked to them and they got quiet for about 30 minutes and started yelling and screaming again. We called the front desk again and about 20 minutes later the police showed up. They were quiet after that. Got up around 8 and talked to the guy at the front desk about the nights events and he apologized and told us that the manager was aware and to email her as well since he couldn't do anything. He also stated the people I the room were kicked out which is why it got quiet. Emailed the manager and headed back to the room. Check out is at 11. Around 10 I try and get in the shower and there's no water. Call the front desk again and they state they are working on something and had to turn the water off. So we ask for a later check out since 4 of us have to shower between our two rooms. He said 1130 then said ok fine 12 after explaining the situation again. Water was back on around 1030 finally. We get showered and dressed then head down to check out. As we're waiting on the other two to join us the room that was "kicked out" comes to check out go figure. Not a good experience. Not to mention that they are advertising $50 gift cards to reward members that stayed with them and we qualified for both rooms and...

I was seeing a concert at the Merriweather Post Pavilion, and this was the closest and best priced available in the area. I've stayed a few Best Western Pluses and they typically exceed my expectations. Not this one. It was fine. I have also stayed at other Best Western's (not the plus) and they have but horrific, so based on previous stays with the plus version, I had high expectations. There was ample parking, check in was fine, elevators were quick the room was clean. The bathroom was dark, only lights above the mirror. The A/C unit (not central air) was loud. The TV was a bit lackluster, (not the best picture, remote was slow to navigate). It did have a way to cast from your phone which i liked, but didn't try it until i was about ready to leave! The sink AND tub drain were slow and water did not drain out for a few minutes. I stood in several inches of water in the shower. I did tell the person at check and they didn't seem too concerned since the water was going down and not clogged. The room phone had no cords attached to it, it was like a prop to a play. Not a huge deal since most people have cell phones. I wanted to call the front desk to ask which floor(s) had ice since my floor said there was ice and vending there, but only a vending machine was in the space. I encountered some staff while walking through the halls and no one said hello which seems like a pretty easy and simple gesture, or how about just a smile. It costs nothing. I did say hello first. The internet was easy to connect to. The hot breakfast was good and replenished often. The beds were ok. The pillows were smooshed up into weird squares which made them hard- i didn't realize at first i should unfold them and then they were squishy and fine. The price was reasonable, i just expected a little more. I guess i got spoiled from some amazinng Best Western PLUSES which this was not. Next time i go to the Merriweather Post venue i will look for a hotel within walking distance of there even if it will be...