Sheraton Inner Harbor Hotel — Hotel in Baltimore

view of Sheraton Inner Harbor Hotel, Baltimore – A Tale of Two ExperiencesSubmitted by a Titanium Elite Member, Business Owner, and Frequent Traveler

As a seasoned business professional and Titanium Elite member who evaluates hotels nationwide with a critical eye, my recent stay at the Sheraton Inner Harbor in downtown Baltimore was my first at this property. I approach every hotel experience with an appreciation for operational excellence, staff attentiveness, and the little details that elevate a stay from routine to remarkable. On the whole, this hotel delivered admirably—thanks in large part to an exceptional staff—but one glaring inconsistency demands attention from management.

Let me start with the standout: Wanda, who greets guests on the 15th floor each morning, is an absolute gem. From the moment we arrived, her warm smile and genuine enthusiasm set the tone for a welcoming and comfortable stay. Wanda’s attention to detail—ensuring silverware, food, and all essentials were impeccably presented—was matched only by her proactive and cheerful demeanor. She didn’t just meet expectations; she exceeded them, making us feel valued and cared for in a way that reflects the best of hospitality. Wanda is the kind of employee who builds loyalty and elevates a brand. Management should take note: she’s a keeper, and her contributions deserve recognition.

The broader staff, too, was exemplary. Across departments, I encountered professionalism, helpfulness, and a clear commitment to guest satisfaction. This level of consistency is rare and speaks volumes about the culture at this property—kudos to the team.

However, this otherwise stellar experience was marred by one significant exception: the night-shift employee on the 15th floor, whose name I believe is Tiney. In stark contrast to Wanda and her colleagues, Tiney’s demeanor was consistently unwelcoming, bordering on indifferent. On multiple occasions, basic requests were met with palpable reluctance, and the lack of preparation—no silverware out, amenities shut down well before reasonable hours—suggested a disinterest in the role. Friday night was the low point: she was absent entirely, leaving guests without support. This isn’t just a minor hiccup; it’s a jarring disconnect from the standard set by the rest of the team. As a business owner myself, I know that employees are the face of your operation, and Tiney’s approach risks undermining the goodwill built by her colleagues.

I share this not out of malice but because I believe in the potential of this property. The Sheraton Inner Harbor has the makings of a top-tier hotel—location, facilities, and a staff that, with one exception, operates at an elite level. Wanda embodies the excellence you should strive for; Tiney, unfortunately, highlights the cost of inconsistency. I urge management to address this disparity, celebrate Wanda’s outstanding contributions, and ensure every team member reflects the high standards your guests—especially discerning travelers like myself—expect and deserve.

I’ll return to Baltimore, and I’d like to return to this hotel. With a team like Wanda’s leading the way, you’re close to perfection. Don’t let one weak link...

When my co-author and I checked in at 7pm on the first day of our reservation, we were told that check-in was "first come, first serve" and that because we were checking in so late, we did not have a double-queen room available. Front Desk said that there was a "suite-like" room available that we were going to get "upgraded" to, which had "a dining table for 6 people, a couch, and a queen murphy bed" and that another bed would be brought in. None of that was true and the second "bed" that was brought in was like a twin, but only about 5.5 ft long. As a 5'7 person, that was unacceptable. I called the front desk to speak to a manager about the situation but was told that she was unavailable and was assured that she'd call me back as soon as possible. About an hour later, I called again and was told the same thing. This time, however, the manager did call me back ~15 min later. The manager "miraculously" found a double-full room for my co-author and I to move to. We were urged to "quickly" vacate the room so it can be flipped for other guests-- we assured the woman that we were ready to go right away but ended up waiting 20-30 min for our new room anyway. Sounds like there wasn't as much of a hurry as we were originally led to believe. The new room was significantly bigger than our original room. The beds were real beds, but still Fulls instead of Queens-- we feel as though we did not get what we paid for. Carpets were grungy and looked ancient. Hallways were inconsistent-- some smelled nice but others had a weird stink to them. The gym was grossly out of date with respect to offering and the overall cleanliness of the spaces. LOTS of dirt/dust, equipment was worn out, there were towels but no napkins/tissues, and there was ONE set of weights so only one person could use them at a time, unless the individuals has varying strengths. Rooms had nice furniture but the curtains were old and shabby and the bathrooms were gross. Tiled all over the bathroom were cracked/falling apart, there were stains on the walls and ceilings, and it looks like there were new shower curtain rods installed but they didn't do a great job-- the curtain rod fixtures were crooked and the tiles where the old ones were weren't fixed replaced. Generally, this was one of the worst experiences I've had, and I've stayed at "cheap" motels! Unless I have to based on my employer's requirements, I will do everything in my power to avoid staying at Sheraton hotels...

My husband and I traveled to Baltimore for a Military seminar for couples. It was like a little getaway for us. We walked in and everything looked pretty nice and the front desk employees were nice as well. When we got to the room, I was not impressed. It wasn't that clean, the bed was hard as a rock and the room was freezing cold. We turned the heat up to 83 and left for the evening. We got back to the room around 10pm and the room was still freezing cold. We turned the heat up to 90 which was as high as it could go but still freezing. I called the guest services line and they said they would send someone right up. No one ever came to our room to fix the heat and we waited up for over an hour. On top of the room being freezing we could hear who ever was in the room below us loud and clear. I understand that your going to hear some noise with all the rooms around us but I could hear their entire conversations. The next day we had to go to our military seminar in the morning which lasted until noon. We went back to our room after lunch which was around 1pm and our room still wasn't cleaned by room service. We called and said we are leaving the room and would like it cleaned. As we walked out of the room we immediately seen the woman who was supposed to clean our room earlier and acted like we were interrupting her time. When we came back to the room the bed was made and the dirty towels were taken out of the room. She only gave us one towel. Nothing was dusted or wiped down and on top of that, when I went to make coffee, the creamers were all expired with one in there that didn't even have a date. After she cleaned our room, I just checked the creamers to see if she replaced them all and she just put a fresh one on top of all the expired ones!! They were expired by a good 5-7 days. This hotel does NOT offer free wifi which irritated me. I have been to a lot of hotels and I would never stay at this hotel again. Oh and when we pulled up to the parking ramp for the hotel, parking was 27 dollars!! I though that was rude considering we were already paying for the room which was costly each night. The pillows on the bed were all stained and gross as well. If you can, find a different hotel around the harbor area because this one was not comfortable, clean...