Residence Inn by Marriott Baltimore at The Johns Hopkins Medical Campus — Hotel in Baltimore

I am writing regarding a reservation that my wife and I had at the Residence Inn at the Johns Hopkins Medical Center on Friday, August 22, 2025. We were shocked at the rude, disrespectful, and utterly atrocious service we received from Mr. David Buckley when we attempted to check in. We have stayed at your hotel multiple times over the past few years and have always had an excellent experience, so we were astonished to be treated in such a humiliating and demeaning manner. When we next visit Baltimore we will take our business elsewhere and stay at a different establishment; there are many high-quality hotels in Baltimore and there is absolutely no reason why we should ever be subjected to the kind of terrible treatment we received at your hotel this past Friday. ||||We arrived at the hotel around 8:15 PM on August 22 and my wife went to check in while I parked the car. When I joined my wife in the lobby I found her attempting to speak to Mr. Buckley, who was working at the check-in desk, regarding our reservation. My wife was attempting to ask Mr. Buckley if it would be possible for us to have a room on a high floor; Mr. Buckley dismissively told my wife “No, I’m not going to look for that. I won’t do that.” As my wife patiently asked Mr. Buckley again if he could please check if a room on a high floor was available, he became increasingly agitated. He began waving his hands around and speaking in a loud voice, saying “No, I’m not going to do that! I told you! I can check you in, do you want me to check you in, what is your name, I’m not going to do that!” At this point I began to be concerned as Mr. Buckley was beginning to act aggressively, both with the tone and volume of his voice and his physical stance, as he was waving his hands around forcefully- my wife is 5 feet tall and very thin, and Mr. Buckley appeared to be at least 6 feet tall and strongly built. He was waving his hands over the counter in the direction of my wife’s face, as he began acting increasingly exasperated. ||||I then asked Mr. Buckley if he could please confirm what kind of a room was noted on his computer for our reservation, and he said, in a loud and aggressive voice, “You have a room! I told you, you have a room. I’m not going to say, I’m not going to look and see what kind of room you have, it’s a room. Do you want me to check you in?” I asked Mr. Buckley if he could confirm that we had a reservation for a room with a king bed, and I attempted to show him on my iPhone the reservation that had been emailed to us, he said to me, “You have a reservation! I don’t need to see that, I won’t look at that, I can tell you that you have a reservation. Do you want me to check you in?” As he said this he pointed with both his forefingers at the sides of his head, in a gesture that someone usually makes to indicate that they think the person they are speaking to is stupid, or not very smart. I asked Mr. Buckley to please not make a gesture like that, as it was not polite, and he began yelling and forcefully pointing his index finger at me over the counter, saying “That’s it, I’m not checking you in! You need to leave! You can’t stay here, you need to go! Get out of my lobby! You need to get out of my hotel!” ||||At this point my wife and I were concerned for our safety due to Mr. Buckley’s yelling and his aggressive behavior, and we were also completely shocked that he was reacting in this way to a simple question about our reservation and a request to stay in a room on a high floor. And now, in addition to making us feel physically unsafe, Mr. Buckley told us we couldn’t stay at the hotel, even though we had a reservation. I called the Baltimore police and asked them to come to the hotel to assist, and after 30 minutes a police officer arrived. My wife and I explained the situation to the officer and the officer spoke to Mr. Buckley. Mr. Buckley continued to yell about how he did not want us to stay at the hotel, and bizarrely yelled about us being “Trump supporters”, and said that he would have us arrested for trespassing if we did not leave. ||||By this time my wife was completely traumatized and terrified. We left and after thirty minutes managed to find a room at another hotel for the evening. Unfortunately my wife was completely unable to sleep the entire night because she was so scared and stressed out and nervous from experiencing Mr. Buckley, a 6 foot tall, strongly built man, yell at her and act threateningly and aggressively towards her and myself. ||||It is absolutely astonishing that Mr. Buckley reacted in such an unhinged, antagonistic, and aggressive manner to two very straightforward and simple requests/ questions from my wife and myself as we attempted to check in for a reservation that we had already made and paid for. It is completely disgusting that your hotel employs an individual who has such terrible and, quite frankly, deranged customer service skills, to the point where he makes guests feel physically threatened, unsafe, and humiliated. ||||As I noted earlier, my wife and I have stayed at the Residence Inn at the Johns Hopkins Medical Center in Baltimore multiple times over the past several years, and we have had an excellent experience each time. We have also been Marriott customers for several decades because we have always believed that the Marriott name and brand stands for high-quality and excellent customer care. Mr. Buckley shattered our belief in both your hotel and the Marriott brand. There is no place for such an individual to be employed at your establishment, and my wife and I sincerely hope that you will take what we have shared here under strong...

Upon our arrival room 405 did not have the usual supply of towels but did include one set for each of us, so I didn't say anything. Although the kitchen area was tidy, I found three almost empty packages of different breads that were not cleaned out of one of the cabinets. Since we arrived on Sunday, we were told our room would be cleaned on Wednesday which I really looked forward to after a long day at Johns Hopkins. So, I had to go back down to the desk after walking in the rain at 7:30 PM from the hospital to let the woman behind the counter know the room was not cleaned. She stated she would send an email to the housekeeping manager for the room to be cleaned on Thursday which it was. She gave me clean towels to carry back up, plus extra shampoo, conditioner and body wash and told me to put the used towels out in the hall to be picked up. With that, I also put all our garbage out in the hall and put the fresh bags in the three trash containers. Just what I wanted to do, not, but shouldn't have had to! I noticed a rather large amount of dust on the bed's headboard when the lights were on. This area should be dusted when the sheets are changed with the mattress then being sanitized or however it is cleaned. Sunday evening we ordered our meals from the takeout service at the bar. The woman taking my order at this bar took my salad order wrong. Didn't notice it until I opened it and was too tired to go back down and get it corrected. The food wasn't that great so I got our meals from other restaurants with the exception of breakfast. I met Lamont who was responsible for the setup. He did a really nice job and I told him so and it was nice to have someone like him who was kind, communicated well and appreciated the compliment. Another major incident occurred that needs immediate attention. After my husband was discharged on Friday, we had an incident where he was bleeding excessively from the two incisions from his operation that were not improperly covered by a single band aid only. I had called the front desk to see if they had an emergency kit that had gauze, medical tape and sterile wipes. I was told they did not. Emily said she would check the kitchen to see if they had one. She ended up finding a couple of band aids and suggested we call 911, which we ended up doing to be...

My husband and I stayed here for one month while he received medical treatments at Johns Hopkins. The staff was friendly and accommodating - a special thanks to Uel and Mylynn at the front desk and Zary in valet.||The hotel is clean, modern, and located in a relatively safe part of town (note: it appears to be on an emergency route, so ambulance sirens are frequently heard). There is a nice park behind the property, which allowed for daily walks and some much-needed exercise. JH was just two-blocks away. The gym and laundry facilities were very convenient. Although we did not visit the rooftop restaurant, the complimentary breakfast in the lobby offered a good selection, with daily options like meat, eggs, breakfast sandwiches, oatmeal, cereal, pastries, bagels, yogurt, fresh fruit, coffee, milk, and juice. ||The highlight of breakfast was the attendant, Lamont. He welcomed every guest with a smile and friendly conversation. His kindness and positive energy were the perfect start to our day. ||As exceptional as everything else was, housekeeping was extremely poor (dare I say, it sucked). During a long stay, cleanliness becomes even more important, and unfortunately, the standards were unacceptable. Our room was seldom cleaned and basic items weren’t always replenished unless specifically requested. I often had to follow up multiple times to get linens and towels refreshed or to have trash and recycling removed. They never changed our bedsheets; we had to do that ourselves after requesting fresh ones be brought to the room. The severe lack of responsiveness (and what seemed like indifference) was very disappointing and warrants immediate attention from management.||We also experienced an issue with a duplicate parking charge, and it took three months, along with numerous voicemails and emails, to finally receive the refund.||Despite some shortcomings with housekeeping and accounting, our stay at the hotel was overall positive and provided the comfort we needed during a...