DoubleTree by Hilton Hotel Baltimore North - Pikesville — Hotel in Pikesville

Unaccomodating, inattentive, unprofessional & disrespectful (EVENING) staff. There was No TV signal. No Air Conditioning and the staff refused to help rectify the issues.

The front desk attendent Rodney, did attempt to address the issues originally by requesting "engineering"/maintenance make a service call. Maintenance represenative, Roy, was prompt and responsive on his first visit. Roy was very friendly and expressed frustration with the TV signal and said he would "go reset the main system downstairs", would be "right back" and would investgate the air conditioning issue upon his return.

After 25-30 minutes, I called down and asked (Rodney) if maintenance was coming back up to help. Rodney did not know and did not have an answer. 25-30 minutes later, I called down again to inquire if maintenance would be coming back to check on the air conditioning, Rodney did not have an answer. At this point I requested a different room that had an operational TV and air conditioning. After 5-10 minutes on hold, Rodney said he could switch me to another room. I asked if they could please check the available room and confirm the air conditioning worked and call me to confirm, before I packed up my entire room and moved.

I didnt hear back for another 20-25 minutes. I packed up my room and went to the lobby, at which point I was very frustrated and impatient. I admittedly let my frustration get the best of me and I rasied my voice, asking "where am I going? What room am I going to? Rodney asked me to lower my voice and I did, and I also apologized. Roy from maintenanance became very defensive, claiming he never said he would be "righ back".

Rodney assigned me a new room, assuring me that the air conditioning worked. After 40+ minutes of waiting for the room to cool down, I went back down to the front desk and calmly asked Rodney if there was possibly another room that we could check on to see if the A/C worked. He said no, all rooms were taken. I asked if maintenance could make a service call to try and fix the A/C, at which point Roy came out of the managers office and stated "he would not help me, and he had the right to refuse service, to anyone he pleased...implying I was offensive to him earlier. Very untrue, as I never spoke to him, after his original friendly and concerned service call.

The entire situation was very unprofessional and unsatisfactory, The maintenannce staff was compatitive and ill-tempered. This was my 3rd or 4th stay at this location and I will likley not return, which is sad, as they have worked hard to upgrade the property and renovate the rooms, but the staff is too difficult to work with.

Note: I am currently in my 3rd different room in 24 hours and still no airconditioning, when it is 104 heat index...

I can't comment on the rooms, restaurant or anything referencing an "actual" stay, because I did not actually stay at this hotel. Me and my family live 3 hours away and reserved this hotel for a family event. I received an email notifying me that I could utilize the digital check in the morning of the reservation. Therefore, I requested to check in. I received confirmation that my room and digital room key was ready around noon, but I was unaware. We were preparing to hit the road, and I hadn't checked my email. No big deal....WRONG. We didn't arrive to the hotel until around 5:30 pm. Upon arrival the hotel did not have any power. Their systems were completely shut down. So, we left and went to our family function. We returned around 11:30 pm that night. The power was still down, and we were not able to stay. I filed a claim to have the room canceled and requested a refund on the same evening. My card was still charged so I contacted the hotel manager to request a refund. Initially, the manager stated that she would call me back because she was "busy assisting a long line of customers". I questioned as to when she would call me back, she stated "When I'm no longer busy". Out of frustration I called guest services who then connected me back to her. She then explained that she would only be willing to refund half of my money and if I felt that wasn't sufficient, I could contact guest services. Admittedly, I was frustrated and raised my voice (I was wrong). She then began talking to me like I was a child, stating that she was going to hang up on me. Well, in the midst of her giving me the number, that is exactly what she did. I'm actually happy that she hung up on me because I called guest services back and they agreed to refund ALL of my money. The customer service representative was understanding, apologetic and patient. She did not have the "take it or leave it", or the "you are at my mercy, so you better play nice" attitude that the manager had. Instead, she listened and assured me that I was valued as her customer. She made me feel like she was going to do whatever she could do to help. I had no business raising my voice but the service I received was below poor. The manager trying to charge me half for a room, (with no power) that we did not stay in, was completely bogus. I understand that they are a business and need to make some money, but this is equivalent to thievery. It should be a crime to just take someone's money like this. I will never ever patron this place, nor will any of my family or friends. Go someone else, they don't deserve your patronage. Besides, what kind of commercial business does not have an operational...

For my stay I booked two rooms. One for me and one for my parents. BOTH rooms were nasty. There were revolting green stains over the sheets in the room I stayed in and disgusting brown stains on the sheets where my parents stayed. The comforter in my room also had holes in them and grey stains on the pillows. The front desk clerk that night was polite and noted it down for the manager to review in the morning. She moved us both to new rooms. Unfortunately, because the king rooms were completely booked this night, my parents had to DOWNGRADE to queen beds. The sink in my new room would get clogged severely even with the drain open. I did that complain anymore that night because the front desk associate had already let me know that they were fully booked and it was so late I just wanted to go to bed. The next morning when checking out, I mention the circumstances of our original rooms and what the agent the night before said about speaking to a house keeping manager for compensation. This lady was absolutely rude and very uninterested. She did not even take time to look at my pictures that were emailed to the front desk the night before and when I tried to show her in person. She also did not let me speak with the house keeping manager. She claims that there isn’t much she could do for me because they moved my room. I did not have a choice! Was I suppose to lay in a bed ridden with mysterious stains? They could’ve been someone else’s body fluids. Plus, one room was downgraded because of the full capacity. It is no excuse for how nasty the condition of BOTH rooms were. If I saw the stains then housekeeping should’ve too. She completely had no regards for the cleanliness of these rooms and that speaks to the management of the hotel. These circumstances weren’t just an inconvenience to my family, but also puts our health at risk. We have no clue what kinds of dangerous bacteria were in there all over these rooms. If you yourself would not stay in a room like this than it should not have been a standard that is expected to be accepted by your customers. I am highly disappointed because what I was asking from the front desk agent was completely reasonable. Would not recommend...