Hampton Inn & Suites Arundel Mills/Baltimore — Hotel in Severn

I stayed here for business from 7-13 June 2021 and my experience was absolutely terrible and utterly subpar. My stay felt more comparable to a Motel 6 rather than that of a Hilton.

When I say my stay was terrible from the very START, I mean it. After a long day of travel, I make it up to my room in which I was immediately unable to access due to a mechanical issue with the door latch. I returned to the lobby only to be told no maintenance was on duty and the only option was to be given a new room. I alas make it to the new room (the door latch worked this time). I lowered the AC thermostat to as low as it would allow (supposedly 64 degrees). There was no option to keep the fan running. In the middle of the night, I woke up in a sweat and tried to adjust the thermostat. I realized quickly that the AC would cycle off at 66 degrees, never making it to the lowest temperature. However, it truly felt like 76 degrees. Bottom line, the AC was subpar and resulted in a very uncomfortable week-long stay. I asked the front desk for a fan in which they did not have any. After a terribly uncomfortable and sweaty night, I go down to the lobby for breakfast which consisted of a brown paper bag of garbage items (stale bagel, sugary fruit cup, granola bar). No hot breakfast was available due to the pandemic which I found inconvenient compared to other hotels I have stayed at recently that have implemented new protocols while still providing a hot breakfast. Bottom line, stating breakfast is included with your stay is false advertisement. Reduce your rates and state no breakfast is included. Room cleaning was only available upon request due to the pandemic. Procedures were to call the night before if you wanted your room cleaned the next day. It took 3 nightly calls before my room was ever serviced. Clearly no accountability of the front desk clerks. Speaking of front desk clerks, any time I went down to the lobby in the evening, the clerk would be missing for 20-30 minutes before coming out to assist. This was an obvious inconvenience when requesting towels as well as a new room key due to the digital key on the app not working. The gym wipes were depleted the first day I arrived and never refilled during my stay, despite reporting this to the front desk twice. A hotel advertising extra cleanliness during the pandemic with no gym wipes seems a little ridiculous. Unfortunately, I was unable to wipe down the elliptical machine during my entire stay. On top of this, the towel hamper was overflowing during my entire stay. Sure seems like extra cleaning procedures have been implemented (sarcasm). Just to continue on about the cleanliness concerns.. The hotel entrance had a plant pot filled with trash during my entire stay. This is the first impression guests have when they walk into the hotel, which I suppose is fitting when you think about my experience. More on cleanliness concerns.. The last morning of my stay, I wanted to do a load of laundry before departing. The laundry room contained an overflowing trashcan with bags, boxes, and used detergent containers on the table and floor. It was evident that the laundry room had not been cleaned in weeks if not longer. After washing my laundry, I discovered the dryer door did not stay closed. I had to use a chair to hold the door closed. As you can expect, my clothes were still wet after 45 minutes. I had to throw my wet clothing in my suitcase as I was leaving this morning. My shower head squealed from the moment I turned it on until it was turned off. Every. Single. Shower.

This is a summary of my nearly $700 stay. I do not plan on ever staying at a Hilton again....

Where do I start. We checked in and were switched to a different room. From 511 to 429 We go to the room no issue with keys. Left came back and the keys no longer worked. Went to the front desk and encountered the front desk clerk from hell her name is SHAI.

We told her the keys were not working. She looked in the system called us by a different name and clearly seen there was an issue. She goes on to ask in a nasty way.. did y’all put your stuff in there?? We responded yes. She continued looking at the screen making all these weird faces. Then gave us new keys. Went to the room and keys still didn’t work. Went back to the desk and she never apologized with a smirk told the maintenance guy we needed help getting in the room. He made new keys let us in.

Around 12:28am while we were in bed sleep. Some strangers walked in our room and said verbatim.. What the hell? This is our room. Imagine the fear I had. We said no it’s our room and my boyfriend jumped got dressed and they left. We secured the door with the latch.

Next morning went to the front desk. Adv I think she was the general manager of what happened. She made all these excuses on how Hilton system is messed up but she apologized and said she would give me 15,000 points. Never did this was on Saturday. Checked out on Monday told the supervisor that I still didn’t receive them. She took my phone number and said she would add them. It’s Tuesday still never added them. I had to call corporate to get the points that are pretty much useless.. it don’t even cover a 1 night stay.

The room is dated. The sink was broke. When you raise the handle it comes up out the sink completely and the toilet holder is broken hanging out the wall.

The towels didn’t look clean. I went to the front desk to speak with the front desk clerk from hell. She was so rude and nasty. Hilton/ Hampton know that she literally hates that job. Her attitude tells all, I asked for towels and she tells me she would put me down for towels tomorrow. I said no I need them tonight. She told me she don’t know where housekeeping keeps them. I told her to ask her supervisor and she says there is not one there. I said well you need to call them.

As I’m talking she storms away and went somewhere and found two washcloths and some big towels. When she passed them to me some dropped on the floor. She snatched them up and walked away. The wash clothes didn’t look clean they were made in a flower that the housekeepers leave for decorations. I really feel she knew those ppl would come in that room because they double booked.

The hotel is unsafe, unclean and the bed is worn down. Imagine if we wasn’t in the room. Those ppl could have stolen our laptops and IPAD.

Then on the last day. We couldn’t even use the Wi-Fi because again they must have had us checked out because now walks in our room is a Spanish speaking housekeeping supervisor that couldn’t speak English at 8:36am.

We asked her what time is checkout and she just pointed at her watch. She assumed we were gone. Didn’t knock or anything.

I would NEVER stay there again. Only good thing it’s...

The rooms my co-worker and I stayed in were not clean (Room 101 and 100). I have pictures of a house centipede caught in a web in the corner of my room. Once that caught my attention, I saw additional webs in each corner of my room. There was a spider behind the toilet in the bathroom in a web (this means my bathroom floor wasn't swept thoroughly). It's almost funny that while I was texting my co-worker, who happened to be across the hall, that my room was gross with webs, a spider, and a centipede, a large black beetle scurried across the floor (no joke, I have pictures), and started going for the hallway under the door. It actually came back into my room and then I trapped it under the trash can of the room (I wouldn't be surprised if it's still there). I am NOT a bug person but I'm understanding that they can appear even in a clean room. But I've NEVER had a situation where I found webs, a spider, a centipede, AND a black beetle in my room. Needless to say, this made me question the bed I was sleeping in. I can't even imagine what I would find under the bed since bed skirts aren't usually washed frequently and I was honestly too scared to look. My other complaint is that usually I have no issue showering at a hotel and I'm really not that picky, but I just got unclean vibes from the bathroom as well. It may be because the bathtub isn't that new and most hotels that I've stayed in, even a Holiday Inn, seem to have up-to-date bathrooms. This was just a below average bathroom to me which is surprising for a Hilton brand. My co-worker actually overheard another guest complaining about his shower and how he didn't want to use it when she was getting breakfast the next morning, too. Another complaint that I'll mention is that when we first arrived, there was a sign at the front stating the person that works the front desk was assisting someone else. At that point, I was thinking okay.. they're short staffed and they'll be back soon. It took her about 5 minutes to get to the front desk (a line had started and I had people behind me asking where the front desk person was) and then after that, if I needed something, she was never there. I had to wait for her to spot me on the cameras and walk (with no sense of urgency) to the front desk to assist me. This just made me feel more frustrated with all of the issues I was already having. I would also recommend having apps available on your TVs that allow for guests to stream Netflix/Hulu/etc. through personal accounts. It's very outdated to only offer direct TV with limited channels. I had to sit and watch the TV guide channel tediously to find something to watch. I expected to not have this at the Quality Inn I stayed at a few months ago but not from a...