Home2 Suites by Hilton Arundel Mills BWI Airport — Hotel in Severn

On 3/31/18 to 4/1/18 myself and my family stayed at the Home 2 suites. We arrived around between 4-5pm everything was nice as far as the rooms, we had room #311 spectacular room. We were having such a nice time, we enjoyed the pool, the kids had fun at the basketball court down the street, we ate etc. I decided to do the extended stay until 2pm for the next day. I went down to the front desk on 3/31/18 to find out about the extended stay, I was told it would be $50.00, I said okay let me check with my husband. I was told if I wanted to do the extended stay I could just call the desk instead of coming all the way down, I said okay great! And proceeded back to my room. I then, called the front desk, to tell them that I would like the extended stay until 2pm instead of 11am, they said okay, and put me in for the stay and said I would see the charges on my card, that was that.

However, the next morning the maid walked in our room around 11:15 am as we were asleep, I said we aren't leaving yet we have an extended stay, she left. Then, I received a call from the front desk stating that I cannot stay until 2pm, I'm like excuse me? She said we cannot do extended stay until 2pm you have to get your things and leave by the next hour, I asked how so when I requested this the day before, she told me that the maid would not have enough time to clean.

At this point I am frustrated, in such short notice being majorly inconvenienced & I'm being rushed out. The maid knocks on the door for a second time, I'm like we're still here, then the phone rings again it's the front desk telling me that she just spoke to her manager and my card was already charged for extended stay and we can stay until 1pm for the same price. I said Miss my card should not be charged for something that I am not getting she said okay and hung up.

At this point I am very upset and getting my things and children together, after being rudely disturbed serval times. The maid knocks again for a third time, I'm like we're still here we're getting together now. I am 6 months pregnant and also had my 1 year old daughter with me, trying to get her and myself together in such a rush wasn't easy! So, within the hour of the first phone call I'm proceeding to the desk to check out which was approximately 12:30pm. I asked her, what happened ?and why was something given to me and charged then taken away? She went on about somebody didn't put it on the report and the maid wouldn't have enough time to clean the room. I'm still today trying to figure out what did that have to do with me?! I'm a paying guest like everyone else.

I feel as though, I wasn't treated with any respect, no consideration what so ever, and was treated very unprofessional and unorganized, I didn't even get an apology for being majorly inconvenienced.

I was hoping this matter gets handled accordingly, I wouldn't want another family to experience what my family had to experience. However, I contacted CORPORATE and nothing was done!!!!!!.... Just thought I'd share my stay experience, hopefully it's...

I checked in on 07/23/2019 and had a good experience and left a favorable review. On 07/24/19, I didn’t want my room serviced but wanted some extra coffee. When housekeeping came to my door I asked for some extra coffee. I could tell right away the housekeeper wasn’t understanding me and she even stated “I don’t speak English”. She called another housekeeper and I got my coffee. The next day when housekeeping arrived, she asked me in broken English if I wanted service and I said yes. She looked confused, said “later” and left. I left my room about a half hour later and saw housekeeping still servicing rooms at the end of the hall. When I returned around 630PM I found my room hadn’t been cleaned. I asked the front desk about it and they said they couldn’t clean my room because they have a policy that wont allow a housekeeper in the room if the occupant is in the room. This was the first time I was hearing about this policy of theirs. Nothing was said at check in or online when I made my reservation. The woman working the desk said housekeeping was gone and because they made two attempts to clean the room, they were not obligated to clean it. She told me they came at 12 and 2. I was in my room from well before 12 and there was no attempt/contact with housekeeping to clean my room until 2. I spend approximately 120 nights a year in hotels, I am lifetime platinum with Marriott and have been Diamond with Hilton for at least eight years and have never seen or heard of such a policy. I was angry enough that I called the Hilton customer service line. The rep put me on hold and called the hotel. When he came back on the line he told me the hotel had had some issues and that’s why they have the policy about not allowing housekeeping in the room with the occupant. I said I understand but this could all have been mitigated if the policy had been communicated. I said this problem was made much worse than it should have been because housekeeping didn’t speak English. The rep told me “there is nothing we can do about that”. I was furious as an long standing customer and an American that I have to deal with such a problem because a Hilton employee doesn’t speak English. How is it at this day and age a person (probably an immigrant) can work in a customer service field and not speak English. This is not the first time I’ve encountered a non-English speaking person but its never been this much of an issue. The fact that Hilton cant, or chooses not to do anything about it is infuriating. I will not stay at this hotel and I’m considering abandoning...

I gave this review 3 stars because my stay was average. I originally checked in for a night but my family's plans changed and 1 night became 3. The hotel room upon checking in was clean and if you are looking for cleanliness then they are greaton that. If you are looking for a great experience, I would go elsewhere. I have worked in the hospitality field for 13 years and one thing we always did was try to go the extra mile to make sure our gueat had a great experience. This hotel does nothing outside of whats required of them. My second night here I had requested washcloths and was told that we could only have 3 because they didnt have many (I guess laundry wasnt done?) so although there was 4 of us 1 person would be without because they only had 6 left and they wanted to save them for the next person. We said okay and made it work. The third day we had asked if housekeeping could refresh our rooms because they had not came to our rooms since we got there, I was told that they wouldnt be able to because they were really busy. So even though our trash was overflowing, dirty towels and washcloths needed to be laundered and etc we were pretty much told to deal with it because they are too busy. We didnt complain we sinply emptied the trash ourselves and they put in new bags for us to use. The next morning I had called down to request a late checkout because an 11 o'clock checkout was a little early especially when check in is so late in the day and of course the answer was no. I wasnt even surprised at this point. Its like why would they say yes. They even knocked on the door at 10:40. I answered the door and said yes how may I help you and the lady said checkout. I said maam its 10:40. I am checking out and I will check in to the hotel next door because I refuse to pay for adaquate service where I cant even have enough washcloths for my family. Oh and I spoke to the general manager and her response was, we have the number 1 customer service in the area. Like forget everything that Im saying....but hey now I see why they are the way they are with a manager like that. My advice would be to go across the stree to the Fairfield. I just made a reservation there and the front desk agent was extremely sweet and even asked if we needed a late checkout for tomorrow. I didnt have to even mention it! At Home2 I was practically begging for 1. Bad part about it is we were planning on staying another night I just needed to call and make sure my patients were okay before committing to another night...