DoubleTree by Hilton Hotel Baltimore - BWI Airport — Hotel in Arbutus

DO NOT STAY HERE! My husband and I recently decided to stay at the Double Tree hotel, breaking away from my usual preference for Marriott properties, and it was a decision we deeply regret. Here's our experience: We traveled to Maryland for a weekend music festival. After spending the entire day at the music festival, we returned to the hotel to check in for two nights. No warm cookies were offered, which I thought was a DoubleTree signature amenity. Exhausted, we finally got to our room, only to discover that the air conditioning unit was incredibly loud. The noise from the AC was so unbearable that we could barely sleep, getting only a couple of hours of rest, defeating the purpose of booking a room. In addition to the noisy AC, none of the electrical outlets in the three lamps worked, which meant I couldn't use my computer at the desk or charge my phone on the nightstand beside my side of the bed. My husband and I had to take turns charging our phones and watches because there was only one functioning table outlet on one nightstand. The makeshift charging station was outdated, and our cords didn't work with it. The only other outlet was beside the couch, but it looked like a fire hazard. When I tried to use it for my MacBook, the plug was too heavy and kept falling out due to the old, outdated socket. Additionally, there were water stains on the ceiling, making me feel like we were staying at a motel. The bathroom was another major disappointment. It was incredibly tiny, with no counter space for our toiletries or makeup. To make matters worse, the bathroom was dirty. Water dripped from the ceiling due to poor ventilation and condensation—there was no exhaust fan. There was dirt at the toilet's base, and the light fixtures were rusty. The water pressure was extremely hard and the shower head was not adjustable, making the shower experience painful rather than relaxing. The room's overall cleanliness was appalling. The carpet looked like it hadn't been cleaned in a long time, and there was a thick layer of dust around the room's perimeter. The bedspread was dingy; if you use a white spread in a hotel, it should be cleaned appropriately to maintain its whiteness. This level of cleanliness is unacceptable for any hotel, let alone a large chain like Hilton. When I approached the front desk about these issues, I was informed that the hotel was fully booked and there was nothing they could do to help us. We would have stayed elsewhere if we could have. When I complained about the cleanliness of the room and requested more towels, the attendant claimed she had just started her shift and wasn't aware of what had happened. She then asked for our room number and quickly told me that if I wanted any form of a discount, I would have to go through Expedia, as we had booked through them. This response was utterly unsatisfactory. We did not book with Expedia, and a clean room should be standard, regardless of how or where you book. I never asked for a discount—just a clean room! The staff's lack of understanding and empathy was genuinely disappointing. The only positive aspect of this stay was the hotel's convenient location near the airport. However, this is not nearly enough to outweigh the numerous negative aspects of our stay. Overall, the level of cleanliness, service, and the overall experience at this Double Tree hotel were far below my expectations. My husband and I work too hard to spend money without getting what we paid for. It's clear that the Double Tree's management is aware of these issues-the level of cleanliness and the outdated nature of the rooms (as the hotel attendant was not surprised by my complaint). I believe they have chosen not to address these issues, which is highly disappointing. Continuing to take consumers' money and not providing the service promised is a manipulative and predatory tactic. I strongly advise against staying at this...

It wasn't the greatest. I can't see myself coming back. There were a lot of issues that I can try to summarize:||Kids: You advertise yourself as kid friendly, but I see no way, shape, or form that this hotel is kid friendly other than having an outdoor pool (which was closed in December) and offering free cookies upon check-in. There was also no complimentary breakfast. Now, I realize this is not your fault. The website says on-site restaurant. But your website ALSO says “Eden's offers a daily breakfast buffet with a variety of breakfast selections”. No, it did not! There were no buffet options. Only a restaurant menu to choose from. There wasn’t much options for the kids to eat that they like, and the thing that stands out the most is no drink options for the kids. They had coffee and water. No juice or anything that kids might enjoy with breakfast. I was VERY disappointed by this.||Pets: The location is indeed pet friendly. That was the main purpose for our selection to this establishment.||Room: I’m not going to be completely negative for the sake of starting drama. This is an honest review. The beds were VERY comfortable. We were able to get good rest. But the room itself was a little run down. A broken tile in the bathroom and some frayed carpet in the room. The bathroom didn’t have an extrication fan. And the worst part of it was that the room WREAKED of marijuana. We stayed on the 7th floor and the hall had a small odor, but honestly the worst was in the entry of our room. Either it was coming from the connecting room door of our neighbor, or what we most likely think is that it was seeping through the ventilation system in the bathroom. The bathroom had a vent, but it wasn’t a switched fan that we could turn on. The switch only controlled the light. Without having a fan to pull out the air or moisture, we think it was allowing odors to come into the room. If it was an always on fan, then we couldn’t hear it and it could have been pulling odors in the room from somewhere else.||Hotel: The hotel looked nice as far as presentation in the lobby. One of the elevators was down and being worked on (no big deal there). Our floor (the 7th floor) looked run down. The wallpaper was separating by the elevator (it had a hollow spot that needed repair) and the hallway had damages in it.||Staff: The front desk staff was absolutely AMAZING! They were very friendly and helpful with information. The airport shuttle was also extremely helpful and helped us with our connecting flights the next day.||Letting our pets stay was nice, and we are loyal Hilton members. However, with the lack of accommodations and the price of the restaurant, I don’t think we could recommend anyone to stay here or return for...

Our family of 4, stayed 1 evening for a Park and Fly. Our evening overnight was great. The gentleman manager (on January 10th) was courteous and accommodating. He even called up to the room to make sure everything was okay upon entry. The next morning (January 11th) as we were departing to our vacation destination, we were able to get a shuttle with minimal wait and the driver was just as courteous. We spent 7 nights away and had a fabulous time.

Upon arrival to Baltimore (January 18th) we called the DoubleTree phone number as directed. The female desk attendant informed us to preceed to Door 7 in order for the shuttle to pick us up. We waited over a half an hour outside Door 7 with our luggage and 2 small children until we called back to make sure the shuttle was on it's way. The female desk attendant asked us "which door 7" we were at. We explained we were at Arrivals Door 7 right beside all of the signs that are clearly indicated for Hotel Shuttle pickups. She quickly snapped at us, telling us that we need to be at Departures Door 7. We asked why we weren't told that when we called and were met with immediate attitude explaining "we do tell people to go to Departures".

My immediate frustration is that its not like we were at Departures instead of Arrivals, so what is the attitude about? The lady clearly neglected to mention "Departures" and instead of hold herself accountable, she acted as though we were in the wrong and how dare we question her.

My followup frustrations are: The obvious - Why not specify DEPARTURES Door 7 in the first place?

If the shuttle came to "Departures Door 7" and there was no one there to pick up, why not swing around at "Arrival Door 7", which is the logical location to be picked up from? I assume this happens frequently since most guest "arriving back to Baltimore" would go to the Arrivals exit UNLESS told otherwise.

Why not ask for a name and phone number when sending a shuttle for your guests, that way if they aren't at the location, you are able to call them instead of completely leaving them stranded for over a half hour?

We were finally picked by a friendly driver and dropped off right at our car. I went into the hotel to throw away some trash and over heard one of the female attendants telling another guest on the phone that they too needed to go to the 2nd floor for Departures (eye roll). I waited to speak to the other female desk attendant but she acted as though she couldn't be bothered, barely making eye contact with me. At this point, I gave up and just walked away from the negativity.

With all of the hotels to utilize for park & fly in Batimore, Doubletree will not be on my list any time in the...