Cambria Hotel Arundel Mills-BWI Airport — Hotel in Severn

I had a minor issue I brought up at check in. It appears this is a newer hotel as there were signs outside saying so like ‘just opened’. When apple maps pulls up the reservation via the app, the hotel pulls up with the name listed however the actual location that it defaults to when apple maps opens is hanover, pa not hanover, md where i was meant to go. not the end of the world but i did end up driving over an hour and half because of the confusion as im not from here and didn’t realize something was wrong until i crossed into PA. so, that being said, i ended up having to cancel my dinner plans and arrived almost two hours later than i had intended due to this error. having worked in customer service for many years i honestly didn’t believe there was anything the front desk staff could or would do but i figured it was worth mentioning to them so they could possibly escalate it or say something to someone higher up because if it happened to me, someone on the younger side who is usually pretty detail oriented, i’m sure it has or will happen to others. That being said, when i politely tried to broach this topic with the lady checking me in at the front, she was very nonchalant and frankly rude about it. I had even taken a screen shot video of me going through the steps on my phone and showing in apple maps how it is pulling up the wrong location but she would barely hear me out and didn’t care to hear what I had to say. She stated “Oh, that’s happened to me before you have to double check the zip code” and “yeah, you’ve got to check the zip code” multiples time despite me saying that i’m not from here so the zip code would have meant very little to me anyway. She offered no apology or further comment or offer to escalate my concern which at that point was genuinely coming from a place of trying to avoid this happening to other customers in the future. However, based off the tone and shortness of the front desk associate you would have thought i was a.) being rude or unreasonable or b.) just angling to get a discount or something, none of which i appreciated considering i was being super friendly and I MYSELF apologized for even opening our interaction with a complaint. ive worked in customer service for years so like i said, i understand that she may not have been able to provide any direct help but i was VERY dissatisfied with her response. this is my only vacation i was taking this year, i spent over half a grand on a room, get taken for a ride due to a technical error and then despite trying to brush it off and move on with my vacation, i was then brushed off and treated rudely by this woman. I did not see her name tag or get her name but she was possibly of hispanic or asian descent. she had black shoulder length hair, glasses and was wearing a white button down and a black cardigan. i would like to say however there was another young lady at the counter who was not directly helping me but happened to overhear and was FAR more sympathetic and gave a response appropriate for the situation despite not being able to help by apologizing even though she wasn’t involved. she was a young african american girl in a blue button down, she provided good customer service. i did not have issue with any other staff on a personal level during my stay but i did also hear staff be similarly rude and cavalier to an elderly gentlemen in the lobby who was expressing his frustration with the parking arrangements as it appeared he had medical issues which made it difficult for him to circle the building on foot where the only available parking was. again, not much that could’ve been done but i overheard an older male staff member address this gentleman with a very similar ‘well what can you do’ attitude, no sorry no customer service minimums at all. it’s a shame because the hotel was very conveniently located for my purposes and the facilities themself were very nice but i would think long and hard about booking again after having such a negative experience...

First of all I have traveled all over the place in the last couple of yrs and have stayed at over 40 different hotels in the past yr. Cambria is a modern looking hotel and i can honestly say it was very nice looking but it stops there. I dont know what happened to this hotel but something caused it to become a very strict and unhappy place. There is a strict no pets allowed policy at this place and I noticed a service animal on site which they questioned the handler and requested documentation over and over again. They gave a mother and son a hard time with questioning about what the service animal did and wanted detailed informatiion. It was obvious that this dog was a service animal with a special harness with service animal messaging all over it. The way it behaved was what i would expect from a service animal. Quiet stayed next to the handler and behaved like a trained service animal. Anyway i felt bad for the handler who looked to be maybe 13 yrs old. He looked obviously stressed from the interaction. It sounded like the mother stood up for her child and tried to explain to the employees of the law. Anyway once i settled in i took a shower. The bathroom had no lock on the door which wasnt a problem for me. The shower was big but was only half enclosed with glass which caused a major problem. Water came out onto the floor and when i got out i slipped half way across the floor. Having that much water on the floor from the shower was dangerous. I had to lay a towel down so i wouldnt slip. The gigantic mirror had bluetooth but would not connect so i have no idea what it was supposed to do. Beds were comfy no issues but the lone chair in the room was made for someone over 6 feet tall. Im 5'9 and my feet were hanging. I couldnt touch the ground. Very unusual. The rest of the room was fine. While in the lobby getting some coffee a gentleman was arguing with the front desk about how his front lock was not locking and asked for maintenance to fix it. Employee stated no one to fix it til the next day. Guy stated to move him to another room. All day in the hotel i heard complaints about issues in the rooms and the strict policies. There was a policy of having to be escorted into the pool. No one had access to it and if you wanted to use the pool an employee had to escort you into the pool. Employee stated to me no one is allowed into the pool without authorization! What does that mean? So ething bad must have happened for this policy to be there. Trash was a problem also. There was a limited amount of trash cans around. You would expect to find trash cans at all the entrances to the hotel front, side and rear entrances. I parked in the back and saw alot of trash at the rear entrance along the building wall. No trash cans anywhere except the front entrance. There was a strict rule on bringimg outside food and eating it in the lobby dining area. No food was allowed in the lobby area. There were large 4x8 signs everywhere. Very strange. I paid $175 a night but right across the street at the Hotel at Anne Arundel which was a 4 star hotel with actual restuarants and shops was the exact same amount with bigger rooms more amenities and a large sign at the front stating pets were welcomed! Why would anyone stay at the Cambria if you could stay across the street for the same price for a way better stay. Do yourself a favor and skip Cambria its...

Hotel Review: Cambria Hotel – Arundel Mills Mall, MD (4th of July Weekend) 2025||My family and I booked a stay at the Cambria Hotel near Arundel Mills Mall for the Fourth of July weekend while visiting loved ones in the DMV. We chose this location based on its great reviews and convenient proximity to shopping and dining. My initial impression was very positive—the hotel lobby was modern, clean, and welcoming. The staff was friendly and accommodating from the start, and they held our reservation without issue after I called ahead to prepay due to a late check-in. That part of the service was seamless.||Our first room was cozy, neat, and comfortable. Unfortunately, we encountered an issue with the toilet's low water pressure—it required several flushes each time. When reported, the front desk offered to either submit a maintenance request or move us to a new room. We appreciated the option and decided to switch rooms.||When we entered the second room, it looked great at first glance. But as we prepared the pull-out sofa bed for my son, we discovered socks and toys underneath—clear signs the room had not been properly cleaned. Once again, the staff was kind and helped us relocate. They even had the security guard assist us, which I especially appreciated since I have three kids and multiple sclerosis.||Unfortunately, the third room was worse. We asked the security guard to stay while we checked it, and when we pulled out the sofa bed, we were horrified to find stained bedding—what appeared to be blood on the cover—and a visibly soiled mattress. At this point, it was 1 a.m., and I was standing with three children, now moving into our fourth room in less than two hours. I was exhausted and appalled.||The staff responded again and moved us a final time. This last room was clean, and thankfully we were able to settle in. However, despite everything, no compensation was offered for the inconvenience. I was told to speak to the general manager at 10 a.m., but when I followed up, I was informed he wouldn’t be in until Monday—convenient timing, considering we were checking out over the weekend.||This experience was not only disappointing, but it stole valuable time from our family vacation—time we can’t get back.||Final Ratings:||Staff: 5/5|Location: 5/5|Décor: 5/5|Safety: 5/5|Cleanliness of Common Areas: 4/5|Room Cleanliness: 1/5 (Based on staying in four rooms, only one was properly cleaned)|This hotel has potential—great staff, great location—but housekeeping standards must be a top priority. No guest should be forced to inspect four rooms at 1 a.m. to find one that's suitable for sleep. Cleanliness, especially where guests lay their heads, is non-negotiable.||As it stands, I would not stay here again, and I sincerely hope Cambria Hotels and Choice Hotels take this feedback seriously....