Courtyard by Marriott Baltimore Downtown/McHenry Row — Hotel in Baltimore

My husband, adult son and I stayed here for 8 nights while visiting our daughter in Fed Hill. We had two rooms-requested adjoining, but only able to get across the hall. Also requested a high floor and got 4th (there are 8). The rooms are on the smaller side, but nice, clean, and modern. The bathrooms had nice walk in showers. The only problem with them is that the glass wall isn’t quite long enough so the water sprays out onto the bathroom floor even when the shower head angled straight down. We just always put a towel folded up right at he shower opening to catch after discovering the issue after the first use. They also have shower gel, shampoo & conditioner in containers attached to the shower wall. This is great to cut down on waste. Unfortunately, ours were empty which of course I didn’t discover until i was in the shower which was a little annoying. But they sent someone up to fill them up soon after we called and told them. The housekeeping staff should probably check that out when they service the rooms. It would also be nice if there was an additional shelf under the vanity area on which to put makeup/hair products other than the counter top. The a/c was a bit odd. It was set at 70 degrees which for the most part was fine but the fan ran constantly. We tried to change the settings when it did get a little cold so the fan would just kick on when necessary but that never worked. We either had to have it on or off. The same was true in our son’s room. So that must be how they have it set up. They told us when we checked in that our room would be “refreshed” on day 3 & cleaned on day 6. When we returned to the room at the end of day 3, nothing had been done. We called the next day before going out and asked to have the room refreshed and it was done when we returned. On day 6 we called and requested to have it serviced that day again. When we returned nothing had been done. A little disappointing. We were able to get new towels everyday by asking at the front desk. They should provide trash can liners in the rooms so guests can empty their trash daily and out outside to be picked up. The workout room was nice and the laundry room came in handy. We enjoyed the media pods in the lobby to watch sports and have a drink in the evenings. Monet was a great bartender. And the courtyard was a nice spot for morning coffee. Everyone was nice and pleasant....

Unprofessional management, no housekeeping and difficult parking. Although hotel is newer and looks like the pictures, I would not stay here again! I generally only write reviews about customer service when the service is extremely bad, and that is the case here. The management is disorganized and unprofessional which resulted in the Front Desk Manager giving me inaccurate information about an additional $50 fee for parking, which I later confirmed with other guests is not the policy or necessary. This misinformation resulted in me spending unnecessary money on Ubers because there was in fact additional parking but I learned that Edwin only told certain guests about the “free” parking options. |Also, Edwin Soto confirmed that I would have housekeeping and then failed to tell the housekeeping staff, so my room was not cleaned. When I asked Edwin why the room was never cleaned (many hours later when I returned to the hotel), Edwin told me I was mistaken about the request (in other words there was no request for housekeeping) and suggested that I shouldn’t have created such a dirty room. Then, I showed him the text messages from the bonvoy app to prove the request (which I later learned he saw), and so he offered to have my room cleaned the following day (when I was checking out)…huh?? Ultimately, he agreed to credit my stay but said he couldn’t do it until the next day, which seemed agreeable. The following day when I went to check out, he said he never agreed to any credit and that he only agreed to tell his manager, Josee Jean, who was on vacation and would not want to be bothered with my request…huh? As I was trying to resolve my complaint, other guests happened to approach the desk with other complaints such as broken a/c’s and Edwin’s refusal to allow service animals (despite the law and the sign on the wall). Overall, awful unprofessional staff which is too bad given...

We had booked wheelchair accessible, two queen bed room with roll-in shower for two nights. At check-in, clerk stated we had a king size bed with pull out couch room with roll-in shower. No matter how many times he left the counter to go talk with someone in the back office, he always returned with the statement that the room we had booked was not available and this was all they had available. Since roll-in shower is a requirement for us, we had to accept this. There was no communication regarding hotel practice changes since Covid-19. The clerk placed a set of bed sheets and blanket on the counter as he was completing our check-in. Didn't really explain what they were, only after questioning him did he say they were ours for the fold out bed and we needed to carry them up. No mention that housekeeping was on a completely "call us if you need something" basis. Poor communication. The next morning, I stopped in the lobby 'bistro' area to purchase a coffee. The woman at the counter accepted my money for the drink, opened the register, and then calmly told me "I have no change". I told her I would wait, then she took a dollar bill from her tip jar and went to get change. Poor customer service. Having the counter organized and prepared for your customers is the first step to delight your customer. Hotel is in a good location with nearby parking garage and room was clean when we arrived. Only odd thing was the floor mat for the bathroom was hung up in the shower and it was dripping wet. Luckily, a service cart was in the hallway and I got a dry one from the cart. And for some reason, the shower curtain is approx. 4 inches too short for the shower, so water splashes all over the floor when you use the shower. But I don't see why they left us a...