BWI Airport Marriott — Hotel in Ferndale

On arrival I was able to check in early which I am appreciative of. I asked for a complimentary upgrade and was told basically no because she had to wait until Platinum members checked in to see if they wanted one. For reference, I was just demoted to Gold early March from Platinum status. I will have Platinum status back by the first week of April because of my stays by then. I was really made to feel like an unappreciated guest upon check in. I was not thanked for my membership level. I was not told of anything given to me while there. I guess as Gold I get nothing and am nothing.

I asked for new bedding twice. No one ever came to my room...I went down and asked again…that was ignored.

I was back and forth to the airport, 3 of the days the shuttle was 30-45 minutes late picking me up to take me back to the hotel. Each time I called so that they knew my need and my location, (which was the mandatory spot according to them). One day I was picked up by their competitor, the final late time I had to take a taxi. I was reimbursed, but the that did not account for the wait.

Ready for more?

One morning I called down to ask if I had received a package, as no one contacted me the day before. I was transferred to lost prevention...the guy placed me on hold and left me there for almost 10 minutes. I called back and was asked for my room and name by a female and stated the guy left...wow...she also wanted to know what I was looking for...a package with my name on it...wow...she also stated she would bring it to my room to make it right...wow.

I also had heating issues. When maintenance came up he was unfamiliar with the unit, had to go get help. They offered to move my room but I refused because I didn’t trust someone would help me and give me what I needed for a clean new room. It took them way longer to get my room together. For my inconvenience, I was given 5k points…wow, what an embarrassment. On top of that when they left a manager called my room to talk about my initial email complaint. Never asked if it was a good time, just started talking. But all in all an extra 5k points was given…wow…terrible.

I spoke with Dwayne Skeete, just to reiterate the emails I sent for nothing. Michael Hinshaw wanted to meet but at his convenience. I told him when I could and because I had spoken to Dwayne he stated safe travels. They both felt like this was good as it will help with training and development. But never once looked at what it could do for reviews or my next stay there.

Think twice before going there, it will be a...

Front desk associates are the first impression of any establishment and therefore their interactions with guests can set the tone for the entire experience. Unfortunately, my experience was not a pleasant one. Disclaimer, a thorough review of my experience is beginning now. My husband & I were staying at this hotel on business; covering a corporate event being held in ballroom. Our reservation was made by the client, so all we needed to do was check in. I approach the front desk carrying 3 bags and my freshly delivered dinner. I have 40 mins to eat & get dressed before the event starts. We’re handed our room keys & parking pass and then I overhear the ladies behind the desk, talking amongst themselves, about missing payment information. I politely inform them that there was a voucher used for the payment & give them the name of the client whom made the reservation. The associate tells me not to worry, they’ll handle it, so away I go. I decided to double back to the ballroom to let the client know that there was some confusion up front. She confirmed exactly what I had told them; the voucher had already been provided. As I make my way to the elevator, the woman behind the desk shouts across the lobby, “excuse me ma’am.. we need you over here”. Not only was this rude, but totally embarrassing. She proceeded to tell me that they never received the voucher and that I wouldn’t be able to “check-in” until this was handled. Basically she was insinuating that either myself or my client was lying, so instead of continuing the back & forth with her, I asked to speak to manager. Even though she was a sweet woman, it was still infuriating. We head back to the ballroom again to speak with the client again (mind you, I’ve been carrying all my bags this entire time). To wrap this up, there was a clerical error made by the morning front desk associate; necessary paperwork was missing & no notes were made. But rather than yelling across the lobby or making me walk back & forth 3 different times, why not just pick up the phone & call the customer? Why not look around for the voucher or call the morning associate? Instead, they insisted I was wrong/lying & wasted 20 valuable minutes of my time. As for the hotel itself, we stayed on the 9th floor and our room was spacious. We found out that there aren’t any vending machines on the floor, even though the sign says “ice & beverages”. Also, the only available microwave is downstairs in the lobby, behind the bar, which is extremely...

On Monday 7/25, I called the hotel from Austin Texas when I learned that I was not going to make my connecting flight out of Baltimore. I was traveling with my 7 year old son and 78 year old grandmother. They were quick to accommodate and assured us we could cancel the reservation if necessary.

We landed at BWI around 11:45, and I called the hotel immediately to arrange for the shuttle to pick us up. At about 12:15 am, I had to call again, and they said they were 10 minutes away. I had been told when I made the reservation that the shuttle was available on demand starting from 11:30 pm - 4 am, and when I had spoken to other passengers on the shuttle, they also had to call twice. The shuttle arrived around 12:30 am.

We checked into the BWI Airport Marriott at 1:00 am on Tuesday morning. There were 3 or 4 employees behind the desk at this time. I asked if they had a wheelchair available to use for my grandmother. The security person went to the closet to get one for us. She brought it back and handed it over to us. She did not hold it to assist her, or offer to help us in any way in order to get her into the chair. In addition, I had 2 backpacks, a large stuffed animal, duffel bag AND a rolling carry on bag. All staff members watched me struggle to figure out a way to get all these bags and push the wheelchair. In the end, my 7 year old son pushed my grandmother onto the elevator and up to our room.

The room itself was beautiful. Unfortunately we had an early flight the next morning, so we were only able to use it for a couple of hours. We checked out at 4:30 am (total stay: 3.5 hours). Checkout was pleasant, we caught the 4:40 am shuttle easily.

On Friday 7/28, I noticed that my debit account was charged FOUR TIMES for the hotel room. I called immediately, and was prompted to leave a message for someone in accounting. After no response, I called back on Monday 4/1, and left a message for the accounting manager. About a half hour later, I decided to call back and ask to speak to the General Manager of the hotel. After being on hold for 4 minutes or so and explaining my reasoning to the receptionist, I was put directly through to the accounting manager. She told me I should hear back from her by the end of the day about whether or not this problem is resolved.

Hotel was stunning. Assistance and problem solving needs VAST...