Renaissance Baltimore Harborplace Hotel — Hotel in Baltimore

Not happy with our stay!!! It was very disappointing and extremely frustrating… We reserved a HARBOR VIEW room and was given a city view room with a very obstructed harbor view… meaning you couldn’t look out your window to see the harbor but you had to physically stand at the window and with your face close to the window and turn to your right and see a small part of the harbor and the UN building… we reserved the room with the impression from the description that we were reserving a room with a very clear view of the harbor as pictured on the “harbor view” rooms… it was New Year’s Eve which was reason for our stay.. we wanted to enjoy a romantic New Year’s Eve night overlooking the harbor and watching the fireworks… however the Room we were giving was not what we paid for… we contacted the front desk to inquire and was told that because we reserved the room through a 3rd party it is not the hotel’s responsibility to accommodate us… I contacted the company that we paid for our room through and spend a lot of time trying to rectify the issue… they tried contacting the hotel several times but they hotel did not answer the phone…. we would have stayed elsewhere knowing what we know now… the hotel advertised they have a indoor pool and hot tub which was another selling point for our stay… only to find the hot tub was not working… the pool area was not clean… the water was cloudy and the walls in the pool were dirty with black and gray scum… the floor was not clean, while there a child threw up onto the floor… and it was simply cleaned up by taking the pool towels and wiping up off the floor then throwing the nasty towels into the dirty towel bin… nobody came to properly sanitize the floor after the incident… our room was on the 8th floor… the baseboard were coming off the walls, the wallpaper was pealing off the walls which was what we saw walking to our room… although the bed was very comfortable we noticed that the Comforter was not clean… there was a brown spill mark on it so clearly wasn’t replaced after the last person stayed in the room… the floor lamp’s globe was broken from the lamp… it was simply sitting up on the lamp. Just a tap would cause it to fall off and break… we had something fall behind the night stand… when looking behind it… it was very dirty and dusty as if it hadn’t been cleaned in months… the area where the ice machine was located was dirty, the walls beat up… no vending machines as the sign on the outside of the door clearly read… because of the issue regarding the room we clearly didn’t pack properly because we didn’t expect to have to leave the hotel… but we now had to go out in the cool rainy weather to watch the firework rather than enjoying them in our room as we planned… needless to say our night was disappointing, frustrating, and a waste of our money… the Ambience that we felt when walking into the grand lobby with everyone being attentive to your needs is clearly not what we experienced after leaving the lobby… the person that we spoke to that night when calling the front desk was not apologetic or sympathetic… his response was “oh your room has a partial harbor view so at least you...

First and foremost, I’m not a “let’s leave a review” type of guy, but I’m floored by the experience I had paying the money that I did for this weekend. I gave the room a 1 because it’s not until you get here that they charge you $13 for WiFi. I’m sorry but no matter how nice the room is, WiFi should be standard when out of countless hotels available, you give your business to them. Secondly, no microwave in room. When we asked for one, they said we will bring it up and charge your room $20. All this after having to pay $37 a day for parking. I hope that Corporate sees this, because having worked for a multi-billion dollar company for years, I would be ashamed if I was them for the amount of penny pinching and additional charging to their guests having nothing more than some tinyyyyyy print at the bottom justifying “we told you so” off the website. This should be embarrassing because it’s going to be a one stop shop for future customers I’m sure. I just started having business in Baltimore, so I was hoping this place would be nice, and I would make it a bi-weekly stay. But between the parking (the ONLY somewhat reasonable surcharge but still expensive), the microwave, the WiFi, and oh yeah, the blaring alarm at midnight telling us all to walk down 10 flights of stares just to have the front desk say “oh that was an accident”… and lastly, the streaming services were “down” according to the front desk. So along with everything else, my girlfriend that came with me this trip, couldn’t even use our own Netflix or Prime video on the TV in the room. Here’s a tip, if you’re going to charge for stuff other hotels give you complimentary, make sure the available amenities are actually working. No excuse for this crap. And after calling to the front desk 4 times just for some bath towels … when they FINALLY picked up the phone, they brought them up, the young man that dropped them off had a very unpleasant demeanor about him and wasn’t personable AT ALL. As a Bonvoy member, I’m disappointed and can assure you I will NEVER stay at this property again, and will be sure to clarify certain detail before staying at any other Marriot property being as that I feel like they “got me” with things I’ve never been charged extra for before during at least 200 nights in different hotels (again, other than parking, but it was very pricey). I get it, you want to advertise a similar price to other hotels, competitive is important, but I would’ve been fine paying an extra $50 a night for the room versus feeling like I’m being charged for things that should be included when paying $400 for 2 nights at a property that is average at best in other aspects. Nice 50 in TV , THAT CANT EVEN USE NETFLIX😑. I’d love to talk to someone that actually gives a crap about this places customer service and give them some insight from someone who could’ve been a patron regularly. Oh, one tiny bar of soap and 1 small hair conditioner. So bring your own body wash and shampoo. Horrible. Misleading. Average room.. pathetic markups and surcharges. I’m also a Hilton Honors member, and NEVER have I seen anything like this places tactics for additional...

Weekend getaway for my wife and I and when we were en-route we got a call from the property (before noon) letting us know that our room was ready and that they were excited to be receiving us. I'm sure that we got that call because of our status with Marriott, but I've never received one before and it was a nice touch. We were definitely excited to arrive.

Then, we did arrive. First let's start with the good: the rooms are fantastic, modern and well maintained with a spectacular view if you had that side of the hallway. The bell service was great and we had a "character" taking our stuff up, giving knowledge and being helpful. He was definitely hustling for a tip, and did a great job.

Now, the rest. While the property and a few things were impressive, there were a few things that weren't that definitely affected the experience. First, we had planned on using the valet but was told (kind of gruffly) that there wasn't. This wasn't a big deal, but no one told us until we had already unloaded at the door, to then I had to go and look for a spot in the garage. No biggie, but I would have stayed with my wife and brought our bags from the garage. Every sign on the way up mentioned the valet rate so who knows? The bar. My whiskey was in a basically small stemless wine glass and overfilled with ice. The guy next to me was drinking a martini from a stemmed wine glass. WTH?? The bar wasn't stocked with appropriate glassware, the staff wasn't trained, they were out of limes (BTW, this was just after dark, so like 6pm). We got 3 drinks and they were $51 dollars (two Makers rocks and a double rum and coke) which is okay, if the experience is great...but in this case it wasn't. Seriously, they served a up martini in a wine glass. We ordered room service and I ordered the burger and asked if there was "fries or anything" that comes with that order and the front desk who takes the order (the number on the menu didn't answer) and was told no. So fine, add the $7 fries to the $19 dollar burger. When the food arrived, apparently the burger comes with chips (which both were good) but had I known or talked to anyone knowledgable I wouldn't have needed to order the fries, which I didn't even touch.

Finally I was lounging Sunday (before 10 and we had late checkout due to Marriott status) and had our do not disturb on the door. There was a knock at the door and I yelled hello and then the door opened and it was cleaning staff. It wasn't even 10 am on a Sunday! My wife was in the shower and I wasn't clothed.

Are these things big deals? Not really, but for staying a one of Marriott's "distinctive premium" properties and for the money spent, it should be special and it just wasn't. Sure, the property was great and there were little highlights, but the disappointing things just overshadowed them. I believe the shortfalls are management issues and should be able to be rectified.

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