Inn at The Colonnade Baltimore - a DoubleTree by Hilton Hotel — Hotel in Baltimore

Upon check-in 10/7/2017 was advised by front desk/night auditor that hotel and Hilton HHonors attempted to contact me multiple times to advise that hotel was sold out. However someone cancelled and one room/last room available. Never received any calls/emails or any notification(s) from hotel or Hilton HHonors.

Lobby area is decorated with modern style. Upper floors/hallway not very well designed. Difficult to locate room numbers and it is very confusing (lack of signage). Vending machines are way over priced $3.50 for water/soda/chips/snacks.

Arrived very late on Saturday night. My significant other & I were exhausted from our trip and attending our event from the evening. Upon entering our hotel room we noticed a very strong musky odour that filled the room. The entrance floor, including the flooring leading to the bathroom was dirty. Bathroom was not clean at all. Upon pulling the shower curtain to the side I was appalled. I found a dead fly squashed in the shower tub among black marks (which I am assuming was dirt from poor housekeeping). The carpets were not vacuumed and had cookie crumbs/dust/debris from previous guest. The TV remote was no where to be found. I even went downstairs to the front desk to request a new remote however there was no one at the desk (I waited approximately five (5) to eight (8) minutes and just went back upstairs. Air conditioning unit in our room made a very loud banging noise when it turned on almost to the point where it resembled a car back firing (very difficult to sleep throughout the night when it came on). Next morning around 0900/0930 we heard this pounding on the door. When I opened the door a housekeeper asked are you checking out today or not? Really? I had two (2) do not disturb signs posted and we were advised check-out time was at noon (12PM).

Went downstairs to the restaurant around 1030 to get coffee and water. Got back to the room tasted the coffee and both coffee's tasted as though they were hot chocolate? Not sure if the restaurant cleaned carafe between use of hot chocolate/coffee....I prefer my coffee to taste like coffee not hot chocolate. Very disappointed with coffee. The staff in the restaurant were very friendly and helpful compared to front desk agents.

Upon check-out 10/8/2017 front desk agent asked how was our stay. I shook my head stated very disappointing and listed the issues we encountered. His reply/response, "Sorry. Did you park in the garage? Yes. It's twenty ($20) dollars to park. It will be billed to your room. Use your room key to get out. Bye." My significant other was standing right next to me and I think at that point we were both upset, exhausted, and disappointed we just wanted to leave. He pretty much should have stated all charges will be billed on your credit card get out.

On Sunday evening 10/8 I debated whether or not to call Hilton HHonors Guest Services to advise of our experience at this property to which I did. I can imagine if this happened to us, I am sure it happened to other guests. Cecilia (Hilton HHonors Guest Services) was very patient, polite and profusely apologized. Cecilia advised that the agent upon checking out should have addressed all my concerns immediately instead of me having to call. Hilton HHonors did rectify the situation. I have traveled to many countries, cities, and have stayed at numerous hotels and this had to be one of the worst experiences I have had. Surprising especially from a Hilton DoubleTree. I will not recommend (colleagues/friends/family) nor will stay at this property...

i would like to repeat my complaint against double tree for the visibility and understanding from your management.

We had selected Inn at Colonnade- A double tree hotel located at 4 W University Pkwy, Baltimore, MD 21218 for out weeding. The wedding was supposed to be a ceremony followed by the reception starting at 6 PM ending at 12 AM. A beverage package was selected with the hotel and it was agreed that during the reception alcoholic beverages will be served from 7:00 PM to 10:00 PM. The food and beverage manager did not stick to the contract and the alcohol was served from 4:30 Pm onward to 12:00 AM. Repeated notification were communicated to the food and beverage manager on the timelines for serving the alcohol but the servers kept serving the alcohol to the guest. The beverage manager was informed of the incident but no action was taken to stop the process. At the end of the event the hotel billed me an amount of 1111 $ for the additional consumption of the alcohol which we never agreed. Additionally, the hotel is trying to state that the contract provides the liberty to the hotel to serve above and beyond the budget of the customer.

Repeated phone calls and notifications were sent to the hotel but no confirmation was received on why the charges were charged on my credit card without the authorization to server alcohol outside the agreed timelines. i had also reached out to the hotel last week for the same, the hotel confirmed they will get back to me soon but no follow up communication were made.

i consider this as a pure incident of fraud because i as a customer provided repeated notification and communication to the hotel during the event to stop the sale of alcohol but the hotel decided to overrule to the contract and continue the sale as this would help them make additional business.

i would be providing the same reviews to all colleagues and relatives about the hotel and the event. This was one of the worst decisions that we made choosing this hotel.

Regards Hirak...

Location is great to JHU but we stayed at a similar Hilton in Arlington that was substantially better. It included a hot breakfast and a much larger room at a similar price. Also this place seemed understaffed and service was underwhelming.

After using the bathroom in a completely normal and limited way early in the morning an hour and a half before we planned to check out, we went back to bed having flushed the toilet. Our toilet was making a fair bit of noise so after a few minutes when we got out of bed, we discovered an overflowing toilet had turned our room into a mini lake. My husband turned off the water as soon as we saw the flood but it was already very wet. He saw the toilet was not draining and the water mechanism was faulty. We called the front desk to come and it took them over ten minutes to arrive when it was urgent. Go down to the front desk having not been able to brush our teeth or take a shower. They offered another room but a lot of our items were wet and we had to leave for an appointment given their delay in handling the situation so that wasn’t helpful. Didn’t offer any apology or breakfast or anything so was already unimpressed and underwhelmed with the hotel response. You’d think they would have been a lot more apologetic.

What’s even worse, I get home and see a $1000 charge on my credit card pending and ask to speak to the manager. He was not helpful and at all and said they would be making a complaint against us! I was floored.

Very aggressive and not polite and insinuating we were at fault and they’d be assessing the situation (basically implying we should worry). Reached out to guest services and currently pending a resolution. Very bad response from...