SpringHill Suites by Marriott Baltimore Downtown/Inner Harbor — Hotel in Baltimore

I live in Baltimore and wanted to enjoy a night to myself in a downtown hotel just to relax and get a good nights rest on a comfortable bed. Unfortunately the accommodations at this establishment prevented that from occurring. I checked in Saturday night (8/24/2019) to room 607. Initially the room looked clean and comfortable. There were a few cosmetic issues such as a hair in the bathtub, a small section of paint from the ceiling that was peeling, but that’s to be expected in an older hotel. My concern was a panel near the fridge/microwave area that was ajar/loose. I’m not sure if it was a small utility space/closet but it was a little concerning to have it open, even slightly. I have attached pictures. Whatever it was housing inside made a buzzing/whirring sound that lasted for about 40 minutes on and off. I called the front desk to ask someone to come up. The lady at the front desk said a manager would come up, no one ever did. By this time it was around 10, 10:30pm at night and I was tired so I decided to leave it alone and not call back since it didn’t seem like my “minor” room issues were of any importance to the staff anyway. This is when I encountered the biggest problem I had with the stay outside of the lack of customer service. The queen size bed was so hard/firm that I was honestly shocked. The Marriott Waterfront and the Renaissance are both in downtown Baltimore and I’ve stayed at both hotels and the beds are plush and very comfortable. I knew that Spring Hill Suites was at the “lower end” of the luxury brand of Marriott hotels but I was not expecting the bed to be so hard and uncomfortable. That was literally the whole point of me booking a hotel for the night I just wanted a comfortable bed! I wanted to check out right then and just be done with the whole place but I was too tired so I decided to just sleep and check out the next afternoon. This is my first time at this location and I knew it wouldn’t be as luxurious as the Waterfront and the Renaissance but Marriott still has a certain level of experience to maintain and it was not met. I have attached pictures of the room so you can see visually what I’m referring to. That area where the utility panel is ajar should definitely be looked at before this room is booked again. I was very disappointed with the overall customer service or lack there of, the poor quality of the bed/mattress and the unpleasant look of the room. The front desk had business cards of the general manager, Jason Davis, so I emailed him on Monday about my experience. Huge shocker: he never replied back. I’m guessing a Google review will get their attention but with this hotel, it’s a roll of the dice if you get someone to respond. My advice is to STAY AWAY, especially if you like comfortable beds and good service as you won’t find either at SpringHill Suites...

This past weekend, my family and I experienced the worst customer service. We was in town celebrating my son's 4th birthday. My wife is a loyal member of Marriott and its family. We came to the hotel Saturday early afternoon to drop off our bags, knowing it was too early to check in. We spoke to Rodney that we was staying in the hotel and if we could check our bags and come back later to get our key for our room. He told us no problem. My wife told him that she had checked in on the app and just wanted to leave our luggage. He checked our reservation and said no problem.

We come back to the hotel later that night after going to the aquarium and out to dinner, to find out that room has been given away. The 2 ladies working the front desk was no help to my wife and I. Monique told us that the hotel was overbooked and there is no more rooms available and we could try other hotels. We told them we was here earlier in the day and that Rodney knew we was here and our bags are in the back, so our room should not have been given away. My wife asked why wasn't we notified that we had no room, Monique replies"there is no number on file," and smile, like the situation was funny to her. My wife asked what are you going to do the rectify the situation, Monique replies "there is nothing we can do, I can recommend some hotels but everything is going to be sold out." The other lady working the front desk "Orange (sp)" remained silent the entire time.

These two ladies working the front desk did not follow protocol when situations like this arise. I had with me, my wife, my mother, my mother-in-law, and my 3 year old son. We was left to defend for ourselves to find a place to stay.

To make matters worse, Monique the employee who did not have the time to help us find a solution this is situation, had time to leave with security to go get pizza. When I asked her for her name, she said, "Oh, your the people who reservation was canceled," and laughed, while we was standing outside trying to find somewhere to stay.

I definitely don't recommend staying here if you looking to stay somewhere that has great or even good customer service.

Thank you for staff members like Natalie (Spring Hill Suites customer service rep) who was sympathetic to our situation and went beyond the call of duty to help us out. Also, staff members like Celeste at the Residence Inn John Hopkins Campus was awesome and provided great customer service. I recommend...

I live in Baltimore and wanted to enjoy a night to myself in a downtown hotel just to relax and get a good nights rest on a comfortable bed. Unfortunately the accommodations at this establishment prevented that from occurring. I checked in Saturday night 8/24/2019 to room 607. Initially the room looked clean and comfortable. There were a few cosmetic issues such as a hair in the bathtub, a small section of paint from the ceiling that was peeling, but that’s to be expected in an older hotel. My concern was a panel near the fridge/microwave area that was ajar/loose. I’m not sure if it was a small utility space/closet but it was a little concerning to have it open slightly. Whatever it was housing inside made a buzzing/whirring sound that lasted for about 40 minutes on and off. I called the front desk to ask someone to come up. The lady at the front desk said a manager would come up, no one ever did. By this time it was around 10, 10:30 at night and I was tired so I decided to leave it alone and not call back since it didn’t seem like my “minor” room issues were of any importance to the staff anyway. This is when I encountered the biggest problem I had with the stay outside of the lack of customer service. The queen size bed was so hard/firm that I was honestly shocked. The Marriott Waterfront and the Renaissance are both in downtown Baltimore and I’ve stayed at both hotels and the beds are plush and very comfortable. I knew that Spring Hill Suites was at the “lower end” of the luxury brand of Marriott hotels but I was not expecting the bed to be so hard and uncomfortable. That was literally the whole point of me booking a hotel for the night I just wanted a comfortable bed. I was so disappointed that I almost wanted to check out right then but I was too tired so I decided to just sleep and check out the next afternoon. This is my first time at this location and I knew it wouldn’t be as luxurious as the Waterfront and the Renaissance but Marriott still has a certain level of experience to maintain and it was not met. That area where the utility panel is ajar should definitely be looked at before this room is booked again. I was very disappointed with the overall customer service or lack there of, the poor quality of the bed/mattress and overall just not what I typically get when staying at a Marriott hotel, very...