Hilton Garden Inn Baltimore Inner Harbor — Hotel in Baltimore

My check in experience was less than ideal. When I made the reservation, I offered my Hilton Honors number, however when I tried to do contactless check-in, the app alerted me that it was not available and my reservation could not be located.

Jay greeted me and was polite. Upon recalling my reservation, he insisted that the company card the room was reserved under needed to have the last four digits verified before he could check me in. That was frustrating at 10 pm at night, when I had already pre authorized the amount with my company. He eventually conceded when I offered to just put the entire amount on my personal credit card.

Once checked in, my heat was not working in my room. I called downstairs and was told the engineer would be up shortly to look at it. Forty-five minutes later, I called again and was told by someone else that the engineer had already left for the evening. I was told the hotel was sold out and all they could offer me was blankets. I was assured that the next day the heat would be addressed. In addition to the heat being broken, the entire handle on room 309’s bathroom door has come loose and was barely hanging on by a screw. The paint was chipping and their was a dank odor in then bathroom. The room itself was dated and badly in need of updates. The next evening I returned and no one had addressed the heat. Only after requesting it was I given another room. When I went back upstairs, my keys had been deactivated to the original room. I proceeded to go back downstairs, only to be greeted by a sports team that was arriving and they took over the elevators.

I got the keys, proceeded to head back upstairs, packed my belongings and went to the next room. The remote control wasn’t working and I had to wait for the engineer to bring batteries. I was given a handicap accessible room and was told the room rate was $20/night cheaper as it was a king, rather than a double. It was not reflected on my final folio. I was still charged the full rate. The next morning, I text the valet service, as requested, 15 minutes before I needed the vehicle. I waited for 15 minutes, and then went outside to speak to the valet guy to make sure everything was OK. He asked me if I had a gray Dodge and I told him no. He was holding my keys and I explained that I had a gray Mitsubishi Outlander. He said that my vehicle has been missed labeled and he need to go find it. He came back 10 minutes later, rushing through the hotel lobby and exclaiming that he had no idea where my vehicle was. He left again and came back in another 10 minutes with my keys, dropped them in my hand, and rushed away. I was with other coworkers who witnessed the exchange. No explanation was offered about my lost vehicle or missing keys. He rushed off to another customer who had also been waiting and ended the exchange abruptly. Upon entering my vehicle, I observed that my Bluetooth had been modified and another device had been linked. My personal cell phone has been deleted as a paired device.

Needless to say, I was extremely dissatisfied with my stay and would never consider staying at this Hilton...

Location is great, very walkable for the area. However, that’s about the only redeeming quality about this place. I attended a family wedding where my uncle (with the same last name) had a separate reservation for the same time frame. They must have checked me in under his reservation (even when I provided my ID at checkout) and it caused the most insane headache for all of us. They arrived super late to check in and the front desk sent them up to my room at 2am - when their keys didn’t work, the hotel worker used the master key to open my door (while I was dead asleep) and THANKFULLY I latched the door so no one could get in. I did not hear a word of apology from the hotel for booking other people to my room and trying to enter my room while I was in it at 2am. That is completely unacceptable.

The next day, I get a call from the front desk asking me when I’m checking out. I proceed to tell them I am staying for two more nights. I am then called back again saying that my reservation was cancelled because I was marked as a no show, and my credit card statement currently shows almost $700 of charges on the day they claim I did not show up for my reservation, even though I was charged the full amount of my reservation. Even after my uncle explained the situation when they checked in, the staff still had no idea what they were doing and were trying to tell me I never showed up for my reservation when they checked me in the day before.

The customer service at the front desk anytime I asked for help or had questions was really subpar. After the headache and violation of privacy they put me through, you’d think the staff would be super apologetic and working to make it right. I felt like anytime I went down to the front desk, I was inconveniencing them.

The bathroom had black mold in the corners of the room where steam collects. The carpet was definitely not vacuumed after the previous guest. I was worried to touch anything because I was concerned about the cleanliness of the rooms.

I am not one to write bad reviews of places, but this was by far one of the worst experiences I’ve had in a hotel. I am usually a fan of Hilton, which makes this even more disappointing. I’d stay at the Marriott across the street if you get the chance.

EDIT: The hotel figured out that the nearly $700 random charge on my card from them was the hotel charging my card for my uncle’s reservation, while also charging me for my reservation. They did not immediately refund the charge for my uncle's reservation. Over 2 months later and I STILL have not been refunded for this erroneous charge. STAY AWAY FROM...

We had an extremely disappointing experience at the Homewood Suites Baltimore Inner Harbor on June 2, 2025. Despite having made a reservation months in advance for a 3-night stay in a 2-Queen Bed Suite with kitchen, our room was given away. Apparently our room was given to a potentially a higher-paying guest. Check-in took an outrageous three hours, and we were ultimately left without the accommodations we had reserved months in advance.

We specifically reserved a 2-Queen Suite because we had three guests and needed three separate beds (including the sofa bed), as well as access to a kitchen. When we arrived, the front desk attendant told us to wait a moment, then disappeared for 15 minutes. Upon her return, she informed us that our reserved suite was given to another guest. The only option, she said, was a room next door at the Hilton Garden Inn with two queen beds (not a Suite, no sofa bed, and no kitchen). That is not what we had revered and it did not meet our needs.

She then told us she would contact other nearby hotels and that if a comparable Suite room was found, Hilton would cover the cost. We waited in the lobby for over an hour, with no resolution. Eventually, I took matters into my own hands. As a senior citizen, I walked from hotel to hotel around the Inner Harbor between 9:00 and 10:30 p.m., trying to find a room. That’s not something any guest, especially a senior, should ever be forced to do.

I did manage to find an available room at another hotel, but when I returned and informed the front desk, they backtracked on their promise to cover the cost. Throughout the night, we asked several times to speak with a manager and were told they were unavailable, even though the front desk staff claimed to be “checking with the manager” repeatedly. Apparently, the customer satisfaction guarantee sign in the lobby is as meaningless as room reservations at Hilton.

By 11:00 p.m., after three hours of waiting and fruitless searching, we were left with no choice but to accept a small room at the Hilton Garden Inn. Unfortunately, the beds were clearly not queens. They were just slightly over four feet wide, nowhere near queen-size. As a result, one of us had to sleep on the floor.

This experience left us feeling deeply frustrated, disrespected, and unsupported. We chose Hilton for its reputation and reliability, but in this case, the brand fell far short of even basic expectations. A reservation should mean something. Guests...