Hilton Baltimore Inner Harbor — Hotel in Baltimore

The entire stay from the night we arrived to the time we left was horrible.

After driving for 12 hours on the road we finally arrived at the hotel tired and just wanting to rest. I go to check in just to find out my my room with a king size bed for me and my GF is not available due to the hotel over booking. So they transfer us to another room with 2 beds that are smaller and say that we can check back later during our stay to see if something is open. Mind you I reserved these room months in advance for my business trip.

I’m too tired to argue and so we go to the room to find out the key cards don’t work. I go down stairs to get them rekeyed again and still doesn’t work. As I’m heading down a security guard seeing my GF and tries to let her in just to find out the room in locked from the inside. I come back up to be told this and then they try to pop the deadbolt to find out that the latch in the inside won’t let them in and the door will have to be taken apart. So I’m told I’ll need to get another room again.

I am finally given a room that we both can use after 30 mins of this ordeal. Once we finally drop all of our stuff off and can rest as it’s 8pm at night. We find out the door to this room is also broken as it does not close as it should and you have to use all your body weight to get it closed. So the next morning I tell them this and told maintance will be up shortly to fix it. My GF stays in the room while I go setup for the convention taking place. I come back 9 hours later for my GF to tell me they never came. So I have to go back down stairs to complain a 2nd time. They tell me they are calling the manager to have maintance fix it while we go grab dinner. We come back and it’s finally fixed.

Then Saturday while I’m at the convention I find out that I have been double charged by their system for almost $800. Deleting a portion of the funds I was using for a business deal at the convention. I have to call and wait for someone to finally answer and not get a clear answer to then be put on hold again for the manager to explain that basically their system screwed up completely. Then that the funds won’t be put back into my account for 3-4 days. So I’m out $800 because your crappy system screwed up and instead of voiding the transaction I’m told “sorry nothing can be done”. Thankfully I was able to transfer funds from another account but that is still not acceptable.

The only compensation they can give is voiding my parking fee and 1 free night at a Hilton for the transaction issue. Like I plan to stay at another Hilton after this screw up on yalls end.

The final night of our stay after the convention is finally over I tell my GF let’s just go down stairs to grab dinner. We get seated and there are only 4 other tables with people seated for dinner. We get our drinks then our food and the rest of the night our waitress ignored us it’s not even busy but no refills on drinks, no checking up on if we need anything. I have to flag her down just so I can pay our bill and leave . We had planned to get dessert, but after that we were done. The service at “The yard” in the hotel across the street had better service when they were packed out. The server checked on us regularly while have multiple tables on a busy night vs yall 4 tables on a slow night.

Finally today after we could finally get out of this hotel. We checked out happily, just to get to our car and try leaving the parking garage for the system to not recognize my parking pass. Prevent me from being able to leave due to the arm bar not going up for me to get the he’ll out of here. I have to find a parking garage attendant for him to call the front desk with out information so he can let us out as we were trying to get on the road in the early morning before traffic.

Again this entire ordeal was completely horrible from the start and i will never ever come back to this hotel on my next business trip here next year. I’ll go to the hotel across the street or one of the ones around the convention center next time than have to deal with this...

The positives of this hotel are that it’s nicely decorated and the staff is very friendly. The room was very clean and a nice size. ||The negatives, however, outweighed the positives for us. When you arrive, there’s a sign saying you can’t stop out front. Apparently you can stop there to check in, but there’s no way to tell that until after you park and drag your stuff up to the front desk with no cart, and ask why you can’t unload at the door. My mom and I both have disabilities, so driving up at 9:30pm and not being able to grab a cart or meet a bell hop and get help was not a good look from an ADA point of view, but even non-disabled people would be confused or feel inconvenienced, I think. So we drove around to the garage and grabbed a couple of things. The front desk person found us a bell hop to help with our luggage, and it ended well enough, but they really need to make it clear you can stop to check in and unload if for no other reason than that disabled people need to be able to get help. ||Then, when I got to the room I was hungry and hoping to order room service. I don’t know when it ends, but it’s before 9:30, which seems very unusual. Maybe this is the kind of thing that changed and never came back after the pandemic, but I often think of room service as being available til 10 or 11. ||The thing that absolutely kills this hotel’s rating for me is the beds. I’ve been going to Hilton and Hilton brand hotels for decades, and I’ve always loved their incredibly soft, comfortable mattresses. I don’t know if all hiltons have done this as I haven’t traveled much recently, but these beds were rock hard with a pillow top insufficient to cover up how hard they were. It actually hurt to lay in them! I was tossing and turning and couldn’t get to sleep for hours. To me, the beds ALWAYS stood out at the Hilton and if this is a company wide change, I don’t plan to use them anymore. ||Then, in the morning, there are no bell hops on duty til 7am, and I think room service starts at 6:30, so if you, like us, needed to be elsewhere by 7am, you have to figure out your own luggage and skip breakfast. So, my disabled mother had to go get a cart for us and push it, which she can do, but I couldn’t have. There’s definitely significant lack of accommodations for anyone who needs more help than the average bear. It was apparently hard to get a cart, too. Instead of bringing a disabled person a cart when you call down, they say you have to come down and they call security. Security never came, so the front desk person had to go unlock a room and get one for her, and then she had to load and push it herself. We’d been told the night before that security could help with loading and pushing, but they were MIA. So, again, everyone was nice, but not disability friendly, and my mom was in a lot of pain from our luggage adventures. ||If you like hard mattresses and have no disabilities, and if you’re not counting on meals, this hotel is fine, but it’s not the quality I’d usually expect...

I travel for work pretty regularly and stay in hotels about twice a month. My stay at the Hilton Baltimore Inner Harbor was the worst hotel experience I've had in 6 years. During my stay, there were issues with my room key. The third time my key stopped working, a security guard took me to my room to attempt to let me in. Her master key didn't work, so she had to call someone from maintenance to let me in. The maintenance person also couldn't get my lock to work, so another person had to be called. Overall, it took almost two hours before I was able to get back into my room. Since there were so many issues with the key, the hotel switched my room. When I checked out, I was given two folios for my stay, one for the night in the room with the key that didn't work and another for the room I was moved into. I didn't realize until I got home that the folio for the night in the room that didn't work showed that I was charged for being a no-show the night of my reservation. As I need to submit my folios for reimbursement, I called the hotel and requested a folio that accurately showed I had checked in to the hotel. The hotel was unable to provide me with an accurate folio to submit to my company for reimbursement. The hotel ran multiple charges for my stay. There was one charge for the first night, another charge for the other 2 nights after my room was switched, and a third charge for more than $700. When I called the hotel to dispute the $700+ charge, the person I spoke to said they were going to transfer me to someone who could help me with the charge. After I was transferred, the phone rang for more than 10 minutes with no one answering or me being given the option to leave a message. I then called Hilton customer service. I was on the line with them for almost an hour. They said they were unable to find the $700 charge, because that charge wasn't connected to my original confirmation number. I was provided a case number and told someone would follow up with my dispute in 48 hours. I received a response from the Hilton that didn't address the $700 charge and only said that I did not show up for my original reservation and was charged a no-show fee. I ended up having to dispute the $700 credit card charge with my credit card company, which resulted in me having to cancel that credit card, which of course is a major inconvenience. Additionally, when the hotel switched my room because my key didn't work, I was offered 25,000 Hilton Honors points. After 2 weeks, the points still have not been credited...