Homewood Suites by Hilton Hanover Arundel Mills BWI Airport — Hotel in Severn

I booked a 2-room suite at this hotel for one night before picking up friends at BWI. As I opened the door to my room I was slammed in the face by the smell of cigarette smoke. It was extreme to the point where even the housekeeping person they sent to help me said the room should not have been rented. He left me a can of room spray saying “you’re going to need this.” I was in constant communication with the manager, Bria, via text message. She stated that the hotel was completely sold out and she could not move my room. She said I would get a full refund on this almost $500 room if I changed hotels. I didn’t particularly want to change, as this hotel is close to BWI, but I found another suite further away for half the price at another Homewood suites. She also told me I would receive 10k points for my inconvenience. It’s been two weeks and I am still fighting to get my refund. I have requested that a supervisor call me three times and instead I continue to get emails from representatives, not solving my problem. I ended up spending almost $800 between two homewood suites all for a one night stay. I have text messages showing that Bria confirmed I would receive a FULL REFUND and 10k points. The representatives have been unable to comprehend the situation even though I clearly laid it out in email with the screenshots of the conversation with Bria. I have been a long time Hilton honors member but this experience at this shady hotel with disgusting rooms has me rethinking doing business with Hilton. Do not stay here, and especially do not rent a 2-room suite here. I believe the room was on the 11th floor and it smelled like an entire family smoked nonstop in it for a week. This business is shady and straight up lied to me about my refund. The half-assed resolution they tried to give me was either a HALF refund or 10k points even though the manager promised me a full refund and the points. They alleged that I did not tell anyone I was unhappy with the room, or that I was leaving, as they would have given me a new room. Clearly that is a lie, as I have texts from Bria stating the hotel was full. They don’t do business with integrity obviously. I will continue to review this hotel and place complaints with the BBB etc. What a terrible company and experience. Do yourself a favor and stay...

I was not impressed at all. We arrived for check in two couples in a two bedroom suite. We were first told they couldn't find our reservation the name under Rodman. Then when they found it they said okay gotcha and gave us our room keys. We go up stairs carrying all of our luggage to be put in the wrong room. When I called down and stated that they had us in the wrong room I was told hold on they will call me back. Now I had reservations to be somewhere at 5pm it was 4 at this time. So about ten minutes go by and I called back she told me the room I booked and paid for was unavailable so they put me in the next room available without ever mentioning this fact to me at all and she was not sure if there were any of the room I paid for available. Now keep in mind I booked this reservation over a month in advance and was charged for a two bedroom suite. When I told her this was unacceptable that I booked and paid for a two bedroom suite and I had 4 adults with me I need the room I paid for she once again told me I had to wait and she would have to call me back. I told her to please hurry I have reservations at 5pm. She did call me back and get me the correct room however I had to carry all my stuff back down and then back up again. It was very disappointing with the customer service and time fashion of everything. They offer a shuttle but when you call to get picked up you are not ever really sure if the front desk is going to send the driver. One evening we waited over an hour to be picked up had called three times and when I mentioned that to the driver he was highly upset as well and mentioned he had been watching tv and had no idea we needed to be picked up. There is a lack of communication at this hotel and the staff on the front desk are totally unorganized and unprofessional. I did have some ladies on the over night shift that were completely different. I also noticed about 4 other couples making complaints over this weekend. I overheard one guest that they gave someone else keys to his room and he was in bed naked and some strangers walked in his room. I do not think I will recommend this hotel to anyone nor will I be returning. This is the third trip I have stayed in this hotel and by far this trip was the worst and has spoiled my experience to...

The housekeeping here needs work. They do not service the rooms every day, which is understandable as this hotel is meant for longer stays. However, it is mentioned when you check in that it can be requested at any time. Unfortunately, that’s not true. They don’t even clean when they’re supposed to (every four days). I stayed here for 14 days and my room was only serviced twice. One of those two times was upon request and only one of those times could be considered “fully serviced”. I later requested service and no one ever came. When I mentioned it to the front desk, they said they would put me on for the next day (no apology). The next morning, I called before leaving for work to make sure I was on the “list” for servicing. The gentleman at the front desk didn’t confirm that I was already on the list but told me he put me on. By 4PM, no one had came. The housekeeper on my floor passed by my room. When I called the front desk about it, they just said I was on the list and it would get done. I explained to them my concerns, as my room was not serviced the day before, as requested. They told me not to worry. By 5PM, the housekeeper that was on my floor was GONE. When I went down to the front desk to ask about it, they repeated what they told me earlier and added that certain housekeepers are assigned to certain rooms so just because I saw the housekeeper there, doesn’t mean they were assigned to my room. They assured me they spoke to the housekeeping supervisor about my room and she ensured it would be done. Well, it was never done! By 7PM, I called the front desk to at least get towels. Waited an hour, nothing. So at 8PM, I called again. Luckily, the guy came but he had an attitude, like I inconvenienced him by asking for towels. I get that this is not a five star hotel. Regardless, failure to do what should be done regularly is not a big ask. Neither is a staff with good customer service skills. Not one person even offered an apology. They just said they don’t know why it happened. I will never stay here again, nor will I recommend this place to anyone. This hotel makes all of...