Sheraton Baltimore North Hotel — Hotel in Towson

We used the Sheraton to book a room block for my wedding in September 2019. We needed about 10-15 rooms for our out of town guests. We chose the Sheraton because it was close to my venue, they offered a shuttle (for destinations within a 5 mile radius), and they did not require us to pay for the rooms that were not booked.

The Sheraton was easily the most negative part of my entire wedding weekend. If I could leave 0 stars, I absolutely would. The Sheraton had me fill out a questionnaire prior to my wedding asking about all of the relevant information. I took the time to fill this out completely, but then none of that information was used to create a positive experience for my out of town guests throughout my wedding weekend.

We put together Maryland-themed welcome bags with Fishers popcorn, Berger cookies, Goetze candies, and a few other items. We took the time to hand write cards to each guest. These bags were not given to guests as they checked in. I ended up having several of my family members and friends ask for the welcome bags, which they were then given. When we spoke to the hotel staff about this, their answer was that guests were supposed to ask for the welcome bag when they checked in. To me, that is completely unacceptable. Guests would not have known that welcome bags even existed. I've been to many weddings and the bags are either in the room when you get there or given to you at check in. The Sheraton did not successfully provide either of these options.

The shuttle was a HUGE selling point for us when choosing to use the Sheraton for my wedding. Unfortunately, the shuttle made several of my close family members late to the wedding, which delayed my entire event. The shuttles provided to get guests back to the hotel after the event were not properly scheduled for the number of guests that had scheduled that service beforehand.

Many of my family members and close friends planned to go back to the hotel bar after the event. We let the hotel know this ahead of time on the questionnaire that we filled out. As we were driving over, a friend called me to tell me that the bar was closing. It was 10:30. The bar was closing early because they had not been busy that day. My friend's date spoke to the manager, who decided to open the bar back up for my guests. Unfortunately, the bartender was short and rude to my guests throughout the night. I thanked the bartender at one point for staying and her response was, "It is what it is I guess." I was very put off that someone would speak to me that way on my wedding day. We tipped generously because the service was quick and efficient, but I still cannot understand an attitude that bad.

Overall, I would absolutely not recommend using this hotel for larger events requiring a room block. I was disappointed in the service provided and then disappointed again with the hotel's response when we communicated our...

Update 3/1/2020

I stayed again recently and they have made some major improvements in the last year.

First, they replace all the door keys. Previously, you had to slip your card inside a slot to unlock the door. Now it is a touch sensor and it worked flawlessly for my entire stay. Major improvement :)

The elevators have been upgraded. In previous stays, they were mostly broken, maybe on or two worked, rarely all three. This visit they were all working correctly and were much quicker. All the buttons worked as well. Major improvement :)

The hotel still shows a bit of wear. Nothing major, but noticeable in places.

The staff was outstanding and helpful. Very polite and professional.

I will be in the Towson area a few more times this year, and as things stand now I will be looking forward to staying in this hotel.

Update: I stayed for 11 nights and had to: Go to the front desk 14 times to get my room key remade. At the end of the stay, several of the front desk staff knew me on site. I don't think this was an unusual problem; I saw several other people going to the front desk with the same issue. I think my key worked at most for a streak of 2 days.

Housekeeping did not clean my room twice when I asked to have it cleaned. I had to go to the front desk in the evening and register a complaint to get it cleaned. Then I had to wait half an hour to get back into my room after a long day at work. I did receive a fruit and cheese tray that evening, which was appreciated. The co-worker I traveled with experienced this problem as well.

On one evening, one of the housekeeping staff was having problems getting into a room with her key. As I walked by, she asked if she could use my key to get into the room. I was polite, let her try, and fortunately, the key did not work.

One morning I went to the restaurant for breakfast. I had been eating in the Guest Lounge, but after several days the fixed fare got old. However, I was told I could not order off the menu; only the buffet was open. So, ended up leaving and eating in the Guest Lounge again.

If the hotel was renovated in 2017, I would be surprised. In my room the headboard was chipped, there were cracks in the shower near the shower head, and my mirror had six circles on it (probably from glue). Some of the elevator buttons had to be hit multiple times to get them to work.

I will say the staff is excellent. Everyone was polite, friendly, and accommodating. Moses at the front desk was especially helpful. He learned to recognize me over the stay and was patient with my requests.

I tried to do laundry, but the soap dispensers were empty.

Those are the main things I recall. Overall, added up to the worst hotel stay I can remember. I would never have expected this...

Entrance hard to find and when I called the front desk for directions, the guy who answered didn't know where the entrance was from Goucher Blvd. Front desk tried to charge me for dinner I ordered but cancelled 3 hours later because it was NEVER RECEIVED! The front desk said they had a signed receipt for the food delivery (the manager Nia lied and said she saw it, then later said she asked one of the dining staff about it). Manager Nia said I would have to come down to the desk to resolve. Said I had to come see the Dining Manager in person, she spoke to him and he was too busy to come to my room (also a lie, she never spoke to him). Then she admitted she tried to call him twice and he didn't answer). After 3 different desk staff told me AND my niece numerous times each that I had to come to the desk AND got me out of bed after 11pm, even when I told them I had to work the next day, and I am handicapped and have a bad leg and trouble walking the long distance, I hung up on clerk #3 and finally went down. As I walked down to the dining room, Nia was walking toward me going the other way and said "you didn't have to come down, which you would have known if you hadn't hung up on the clerk. I already took the check off your bill". I walked back to the restaurant and spoke to the dining manager Tark who was very nice and helpful. He came to the front desk with me and said to the staff there that he never spoke to anyone about this. Then Nia said she called him twice but never spoke to him. He went to get the dinner check so we could look at it. The check was NOT signed by anyone, but the delivery person had given themselves an $8 and change tip! He apologized and said he would speak to the manager. So, we have a desk clerk who lied about seeing a signed check and speaking to the dining manager, someone in the dining room who said the check was signed, and a crooked deliver person who gave themselves a tip. Who knows where the food went! I told Tark he had a few employee problems. The breakfast was very good, and the service there was good. I still never got any dinner and went to bed hungry (and exhausted from all the walking). Handicap friendly? I think not. Good customer service? (you have to come down to the desk and straighten this out- at 11pm) No way! Please, STAY ANYWHERE ELSE!!! This was the absolute worst customer service I have ever seen. ALSO- NOT handicap friendly- parked a long distance from entrance, no valet, most handicap parking on 2nd floor, no quick path to front door if you have trouble walking. Nice man at garage let me walk through car exit instead of...