Hilton Garden Inn Baltimore/Owings Mills — Hotel in Owings Mills

I booked a non-smoking room. They gave me a smoking room that reeked of cigarettes and weed. They reluctantly gave me a new room, but it was worse than the first. The shower faucet was broken. There were two dead cockroaches in the bathroom. The room phone was also broken, so I couldn't call the front desk. I asked for a new room, and the manager accused me of trying to get a free stay. The manager was extremely rude, and the front desk employees are incompetent and could not care less about their work or the customers. Upon check-in, they told me the breakfast was complimentary, but on the next morning when I went to get breakfast, another employee told me it was not complimentary. Nothing about this stay at this hotel was good. I would give zero stars if I could. In response to Hilton's reply to my previous review:

The manager did not offer to reimburse the stay. He ACCUSED me of trying to get a free stay, which was totally uncalled for, unprofessional, and disrespectful. The first thing he said to me upon leaving the second room (with the broken bath faucet and the dead bugs), was "I'm not giving you a reimbursement. You're not getting a free stay." And he did not offer to inspect a third room, and he did not come with me to the third room. He is lying.

Yes, multiple staff members came to address the situation, and yes, they showed me a third room, which I did end up staying in. But that does not change the fact that every staff member except the two maintenance guys were extremely rude, unprofessional, and even suspicious of racist behavior. Both times when I asked for a room change, I contacted the front desk respectfully and courteously, but in response, the front desk employees were dismissive of the fact that my room was reeking of odors, and that the bath faucet was broken, and that there were dead bugs in the room. They were noticeably annoyed and reluctant to give me a new room.

I understand that the breakfast is available for a fee. But the problem is that the front desk employee told me that the breakfast was complimentary and that it would be available from 6 to 10. I'm not mad about not having breakfast. I'm concerned that your staff are not adequately trained and are providing false information to guests. You are missing the point.

Hilton PR team or whoever is writing the responses here — don't defend the hotel staff without knowing the full, correct story. Do you know what you're defending? Have you seen the quality of the rooms and the services at this hotel? You give me dissatisfactory service, and you blame me for leaving a bad review? Train your staff. Teach them to be...

This was one of the most disappointing stays I have had at a Hilton Brand Hotel! There was miscommunication from the beginning and being an Hilton Gold Member, I have traveled thru out the States and internationally and this is ranking at the bottom! There was a discussion about my credit before I arrived at this location and I was told that it would be settled when I got there and spoke to the Manager, that was far from the truth! The manager was rude from the beginning! When I was telling her about the credit card I had for the 2 different bookings, I did say it twice because she didn't answer me the first time and her comment to me when I said it the 2nd time was, "I heard you the first time!" Really??? Then she tells me she has to speak to the Manager about the situation but he wasn't there until the next day but I was checking out then! Then in the evening there were several people hanging out at the Registration desk, sitting on the counter with all appearances of lack of safety! The next day when it's time to check out I can't find my bag and there are 4 people in the lobby looking for my bag, asking the front desk staff and other workers have they seen my bag or did someone turn it in, and we are told no! Mind you, I belong to a Sorority, Zeta Phi Beta Sorority Inc. and my bag had the Sorority logo all over it! My daughter goes back to the roo. To check and I ask again, did anyone see.or turn my bag in and I'm told no again, when my daughter comes back she says the House keeper said she found the bag in the room and brought it down! Now before my daughter comes back I asked the fro to desk person did they have cameras in the lobby, she tells me the cameras only face the front desk not the lobby! So when my daughter comes and tells the front desk Clerk that housekeeping brought the bag to them, I tell her to go get my bag, she goes in the back and comes out with my bag! Really!! So we asking repeatedly did anyone turn a bag in and we are told repeatedly no but when we find out that the bag was turned in, now mysteriously the bag appears! 🤔 And when I checked out I asked for the printed receipt and to have it emailed! The same manager with the smart mouth says, "Emailing isn't enough?" No!! I want the printed as well! Why are you questioning me as to how I want my receipt! I purposely stay at Hilton Brand hotels and I brag on Hilton Brand hotels! This experience here was the worst! And if there is any doubt, go there and run the cameras back, you will see the crowd at the desk on Sunday night and us...

Thought long and hard about this review and how to write it… and here’s where I landed.

Most importantly: masks. There’s a sign at the door saying they’re required for all guests, however it’s not enforced in any capacity. Typically this wouldn’t bother me as much, since everyone has their own room, , but we were forced to wait about an hour after check in time to get a room, so the lack of enforcement was disappointing.

Pros: room was comfortable, had a mini fridge with freezer. Rooms were pretty clean. Was able to achieve a 2pm checkout (had to call in the morning to confirm it was possible) staff at check-in and check out were friendly. All maintenance staff were also incredibly friendly.

Cons: theres some damage to the room we stayed in. The faucet on the tub ran all night. The toilet made a large echoing draining sound any time someone above us flushed. The same sound occurred in bathtub when the people in the room next to us showered. The wall are PAPER thin. I could hear any time someone opened a drawer on either side and when they spoke at a normal level. The overnight front desk guy was hyper rude? I called at about 2:50am to try and confirm my 2pm checkout, and his reaction was that of almost disgust telling me this is something he’s never heard of and that I should be paying extra. Ending the conversation with “someone put a note here, so I’ll honor it, idk why they’d write that”.

For those not in the know, a 2pm checkout is a benefit of specific bookings, it’s just dependent on hotel availability. When my son has basketball camps it’s a real life saver and one reason I stay with Hilton.. I suppose it’s possible this overnight staff isn’t in the know either.. but regardless I don’t think his actions were appropriate.

Neutral (possible cons for some): somewhere between 7pm and 9pm someone smoked some weed and the entire third floor hallways smelled of it all night and the next morning. If staying on a weekend you may encounter a wedding party or some kind of family event. It appears that’s what was going on here this weekend. Late night partying and running up and down hallways was common. Didn’t matter much to me, people deserve to celebrate, but it’s something of note considering the thin walls.

Location: pretty close to everything with plenty of parking.

I would stay here again, though not at full price. The only reason it got three stars instead of two is the kindness of...