Lord Baltimore Hotel — Hotel in Baltimore

ISSUES WITH HOTELS.COM AND LORD BALTIMORE

WOULD GIVE BOTH 0 STARS IF POSSIBLE

The Lord Baltimore owners and management staff should be ashamed of their operating standards. My husband and I booked this hotel room an hour prior to arrival as we had a family function extend longer than expected and we were unable to drive 6+ hours home with our baby. Other family members had booked at this hotel. Having the rest of our family at this hotel, in addition to decent reviews, were our only reasons for booking at this particular establishment.

Upon arriving at the hotel, husband and I noticed the surrounding area was sketchy and unappealing. This did not change as we pulled up to valet our vehicle. The unloading area was narrow and unsafe. There was no room to unload our luggage and get the baby out of the carseat amongst moving cars on one side of the street and intoxicated patrons on the other. While the valet staff did the best they could (and were the only professional individuals throughout our less than 30 minute stay), we felt rushed and stressed as we entered the building.

At the front desk, we were met with a short, yet incredibly slow line of individuals checking in to their rooms (this was around 8-8:30 PM). While waiting in line, we were greeted with the smell of cigarette/pot smoke, alcohol, and musk. My anxiety grew at this point knowing I may have to expose my baby to this environment or our short stay (smoke known to cause SIDs in babies). When finally asked to step forward and check in, the front desk associate was rude, abrasive, and unprofessional as she was observed to communicate at a high vocal intensity with another staff member about how she did not want to interact with the customers and would rather have a duty that did not require her to work with the public.

We then waited for several minutes in the lobby, which was loud, full of drunks, and entirely too crowded, for an elevator that was too small for the luggage cart. We were separated from our bellhop and our luggage until we were upstairs… sketchy…

Upon exiting the elevator, the hallway was loud, dark, dated, and musty. We then finally made it to our room. Our room was a crackerjack box…tiny, with absolutely no light, tiny hard bed, scuffs on the wall, damaged fixtures, dated bathroom, and musty smell. After 5 minutes of looking for a new hotel room, I called the front desk. I explained the size issue to the manager and the concerns I had for having my baby there over night.

Once I was able to speak with the manager, I was told I needed to reach out to Hotels.com, which I did. After three days, Hotels.com reached out saying the manager refused to give us a refund. I called the hotel back and was told the manager was not available to speak with me. They did connect me to accounting and I left them a voicemail. Two days later, I still have not heard anything.

Be wise where you decide to lay your heads, people. This hotel said they do not give refunds for any reason. THEY ARE NOT UP FRONT WITH THE EXPERIENCE YOU WILL BE PROVIDED. I have photos and videos of my room, lobby, and overall experience. I will be seeking litigation for this disgusting misrepresentation and lack of customer support. THIS IS AN UNSAFE ENVIRONMENT (INSIDE AND OUT) TO EXPOSE YOURSELF AND...

i booked a two-night stay at the lord baltimore for an anniversary gift to my boyfriend. back in may, the reviews seemed great, and i was looking forward to staying in an older, more unique building. however, we ran into multiple issues upon our arrival that have left me very upset with our stay.

i'll start with the good, though: bed was clean and comfortable, there was a lot of space in the room, the ac worked well, great location for baseball games and inner harbor access.

the bad, however, was unacceptably bad. my partner stepped out of the bathroom and cut his foot on a staple coming out of the rug. it is frayed by the doorframe and has multiple sharp pieces sticking out of the floor. on the same note, the outdated bathroom and plumbing was an issue. i know it's a historic building, but my shower would go from ice cold to scalding hot within seconds without me touching the knobs. the floors in the bathroom are also warped and definitely need replacing. as for the rest of the room, there are mysterious stains on the chairs and the layout is quite bizarre lol. not that it matters, but it's a massive space that is oddly utilized. as for staff, there seems to be some major communication issues going on. when i noticed i was charged for a night despite paying in advance, my boyfriend and i went downstairs to figure out what was going on. we were then ignored at the front desk until we said something. i believe the person at the desk was handling something on the computer, but we didn't even get a "one moment please" or any indication that we were noticed. once he was finished, he told us out original reservation was cancelled on accident by someone on LB end, but we were not informed of this at time of check in. when we asked for help, the front desk person continuously asked me if there was just a hold on the account despite me showing several times that i was charged close to $400 when i made the reservation back in may. he kept asking who i booked it through, and when i told him capital one travel, he still questioned whether i was sure or not... it felt extremely patronizing. he then told us to come back later after his boss got out of a meeting but never provided his name, his boss' name, or a good time to come back.

the next day was checkout and we went to figure out the charge again. the same man was at the desk. he seemed confused as to why the issue wasn't resolved and we were sent off with a bill of what will be taken off of my pending charges. hopefully it gets sorted out, but i'll definitely be calling in a few days to confirm. after that, we went outside to pick up our car from the valet. we saw our car sitting there but we were informed that the driver took our keys to another car pickup...? so we had to wait while our car was sitting there. save the money and self park if you stay at the LB.

overall, there were a bunch of issues that could be resolved with better communication, and updates and renovations to the rooms would make this a far more pleasant place to stay.

EDIT: dropping my review down from two stars to one because i was told i wouldn't be charged and i was ultimately charged. i had to call my CC company to dispute the charge. completely...

I stayed at this hotel from May 16–18 in Room 1128, and I left feeling extremely disappointed — not just because of a serious maintenance issue, but due to the unprofessional and dismissive behavior I experienced from the front desk staff when I reported it.

On the morning of May 18, my day of departure, I was abruptly woken around 9:06 AM by a loud, forceful hot water leak coming from the bathroom. Water was splashing heavily, and some of my personal items were damaged. I immediately called the front desk — a woman (Francesca) answered and said someone would come to check the room. After waiting six minutes with no response, I made a second call, and at that point, she became short and gave me attitude, saying I had already called and needed to be patient. To me, this was an urgent situation — there was water flooding into my room, and I was left to manage it alone.

Twenty-five minutes later, I made a third call, this time to request a new room and finally the maintenance girl came and look confused. Even then, I still had to go down to the front desk and wait for assistance. I asked to speak with a manager, but was told it was Sunday and no manager was available — a supervisor wouldn’t be in until 2:00 PM. I arranged to speak with the supervisor (Ashley) later that day, but after waiting over 15 minutes past the agreed time, I returned to the front desk to follow up.

At that point, a male staff (Mark) member dismissed me and gave me a condescending “that doesn’t make sense” attitude after I showed him video evidence of the flooding and the damage to my belongings. Rather than apologizing or offering help, he made me feel like I was exaggerating the situation — which was deeply hurtful and unprofessional.

Even now, more than 48 hours later, no one from hotel management has followed up with me as promised. I had hoped for some acknowledgment or concern, but have received none.

This experience was unacceptable. It reflects serious failures in hotel maintenance, staff training, and guest care. I expected a much higher level of professionalism from a hotel trusted to accommodate working professionals. The lack of urgency, empathy, and accountability was shocking.

To hotel leadership — particularly the General Manager — I strongly urge you to investigate this incident, review your staff conduct, and consider the message this sends to your guests. No one should be treated with such disregard when reporting a...