Residence Inn by Marriott Baltimore White Marsh — Hotel in White Marsh

I was recommended to this place by my insurance company after a house fire in my next door neighbor's home made our house uninhabitable. I moved into a 2br/2ba with two of our cats and my mom moved into a 1br/1ba with our third cat. For the first week it was fine at best; the TVs were hardly functional and apps would constantly crash on some days, all furniture other than the bed was hard and uncomfortable, there was a dish set for 4 with comically small plates, but there was at least air conditioning and a comfortable enough bed. After that is where the more severe issues starting coming up.

My air conditioning broke and because of my hours as a night shift CNA it was hard for me to contact anyone during their hours to take a look. I started staying up later and was blown off entirely the first day, the maintenance guy came to change my thermostat battery on the second and did not come back while it was still not working, and finally looked at the unit on the third day and said "yep it's busted." It was 80+ degrees the entire time and the window unit a front desk employee installed on the second day lowered that by about one degree. Two managers came to take a look at the unit with maintenance and one was extremely unhappy about the small amount of cat litter that had made it from the bathroom to the carpet just outside and demanded it be cleaned up immediately. This is cat litter that specifically does not get stuck in carpets but she refused to listen to a word I had to say. I was told I would be given a new room and that housekeeping would come by later but was not contacted for the rest of the day about either.

I came home from work the next morning and went to bed to try and fit some sleep in before my next shift in 8 hours, but room service came by two times in a row in the next half hour and was not able to communicate why because none of them aside from the housekeeping manager speak English. I got a call shortly after from the other manager who was with maintenance the day before and she demanded I let them in to clean the carpet immediately. I was then told that I was supposed to move rooms the day before and someone had apparently lied about giving me a new room number and key. They were in there cleaning for a full hour before finally leaving "early" after I went to the front desk about it and agreed to move rooms the next morning.

I spent 2 hours the next morning, again in-between night shifts, moving everything to my new room. I was told it was a 1br/1ba before but was not told it was an ADA compliant studio with no door to the bedroom, a singular window that looked into a brick wall about 3 feet away, a hotplate with no oven as opposed to the actual burners and oven I previously had, and less than half the total space of the previous room. The cookware still had food crusted to it, I found an empty bottle of fireball and a bunch of happy meals toys in an upper cupboard, and despite my best efforts to explain to them for at least the fourth time that I did not want room cleaning more than once a week and not in the early morning, housekeeping was still coming to open my door at 9-10am every single day while I was trying to sleep.

The next night I had to run an errand to my house and came back to the hotel at around 1am. For some reason that not even the front desk staff knew about, my card key to the new room had been deactivated. Luckily I had my mom's spare room key to get in and to the front desk to have it reactivated, otherwise I probably would have been sleeping in my car until the doors reopened at 6am.

The next day (this morning), I received an angry call from the housekeeping manager about not putting a towel on the ground outside of the bathroom to keep the cat litter my cats kick up off of the carpet since they were previously angry about it. At this point I just expect to be harassed every single morning about whatever they're feeling that particular day.

I've been here for a month now and am still unfortunately stuck in this hole for the foreseeable future....

Worst Hotel Stay Ever....Hospitality and Services were horrible.

I made a reservation through Marriot Bonvoy for my cousins wedding which was on September 14, 2019. I was not made aware when I reserved with Marriot Bonvoy that animals were allowed and are usually placed on first floor. I informed when I booked the hotel that I need a room that fits 6 people which includes the bride as we were getting dressed from the room on September 14, 2019. The second night the bride and groom would be coming back the room alone. My arrival and check in at the hotel on September 13, 2019 around 830pm. When my party got to the room with Bride we noticed a smell coming from the room. Trying to make things work we sprayed the room. Around 12midnight. My cousin was asking me why the floor smalled like urine. We though she was tripping and we just went to bed. The following morning one of the other bridesmaid who slept on the floor informed me that the living room area near the window smelled like urine. As I was getting my hair done in the bedroom with the table to the left. I noticed a urine smell. Everyone knows things happened during weddings. I called the front and spoke with in person with Charisse who at first was very accommodating. She did offer for to move to another room but in our schedule this could not be done because things were set up and we to get dressed and get the wedding site by 3pm. I spoke with the person on the night shift on September 13th and Charisse about housing cleaning come to clean the room at 2pm. And with Charisse again about cleaning the carpet while we were out.

Housing keeping came to the room at 2pm and we asked if they could give us 30 minutes because everyone was not dressed. There was about 4 ladies and they were nasty and rude. At this point I very upset with hospitality that was shown to me and the Bride. She is very emotional about her dress smelling and how she was treated and her hair dresser canceling as we are getting dressed.

My cousin and my sister and myself went to the front desk to speak with Charisse. We all are upset and frustrated with the service. The choice of words (not cursing) and her attitude was unacceptable. We were also informed that on weekends housing keeping leaves at 3pm and Charrise was not able to allow us to make a complaint with manager. To tell us to check somewhere else or the for room and her tone were unacceptable. She was able to accommodate us after we threatened to call the general manager. We weren given room 110. She gave me a balance due of $116 and a receipt dienat checkout in cash.

The bride and bridal party quick finished getting dressed and moved the brides belongings to room 110. I called the front desk at 3:05pm and informed Charisse that we were checked out of room 105 and that the room could be cleaned. The Bride and Groom came back to the hotel to room 110 and things were great.

On yesterday my husband and went to the hotel and check out the Bride and Groom. The lady (Caucasian) agent informed us as we were trying to pay in cash the remaining balance if $116 that the room was comped. I asked her why and she stated her notes that it was comped. I also recieved a receipt.

Around 1pm I received a call from Charisse informed me that I owed a balance of $85 and we never checked out of room 105. I informed Charisse we attempted to pay and was informed that the balance was comped and receipt was provided. Charisse's tone and attitude on the phone was unacceptable and out right rude. Then I was threatened if I didn't come and pay the balance an investigation would be made to Marriott Bonvoy. Then I was told by Charrise that was supposed to tell the front desk that I owed balance $105. That should have noted with Charisse when I called and told her that we checked out at 3pm.

This was the worse hotel stay of my life. I would never recommend this location for...

It is VERY rare that we stay at a Marriott and say we will never go back. Of the hundreds of Marriott-chain hotels we've stayed at, the Residence Inn White Marsh is the second one to achieve "never return" status -- and it pretty well trounced the first entrant in this category.

Let's begin with arrival at the hotel. There's a parking circle in front of the hotel, presumably for people who are registering. But no, those cars are parked there for the night -- completely stacked up, right in font of the hotel. Plenty of available parking in the back of the hotel, but I guess that's too far to drive.

Registration was okay, although the person at the desk wasn't terribly friendly. He might have been having a bad night.

The room, however, was our REAL welcome package. We had our dog with us, so they put us in one of the 'pet' rooms. We travel with our dog (primarily to Residence Inns) quite regularly -- but THIS pet room was different from any other hotel room we've ever stayed in at ANY Marriott-chain hotel. The carpet looked as if every pet that has walked into that hotel made a mess on THAT carpet -- there were stains everywhere. We took a picture of one of the more "notable" stains. Then there was the peeling wallpaper, the broken shelf in the bathroom, the shower-curtain rod that someone had pulled on and looked like it was about to come down, the stained mattress on the sofabed, the absence of any dishwashing liquid or scrub pads, and just general lack of cleanliness and upkeep -- punctuated by the ant that I killed on the night stand by the bed.

Then there was breakfast. Some of the food was stale, while the oatmeal seemed as if it had been reheated for several mornings (it tasted like it had been pureed; it was pretty gross). One couple had brought their dog to breakfast (a no-no to begin with) and had put it on one of the chairs at their table. Look, we have a dog, too -- but we don't bring it to breakfast, where people are eating, much less put it on a chair.

And speaking of dogs: Most of the Residence Inns we stay at have "doggie bag" dispensers along the rear parking lot, so you can grab a bag and clean up after your dog -- and they ALL have multiple trash cans so that you can dispose of your dog's doo after you bag it. Not at THIS Residence Inn -- no doggie bags, and there's a single trash can, right as you walk into the door to the hotel. So, some people don't clean up after their dogs -- which is bad enough -- but one person who cleaned up after his or her dog, but was apparently unable to find a trash can, simply dropped the bag of doggie doo in the grass. (!)

Those are just the big-ticket items; there were numerous smaller things that you either had to witness or just aren't worth including here. I wish I had something positive to say about this hotel, but I don't. We simply won't be going back here.

I gave it two stars because, as bad as it was, there's still room from deprovement (i.e., something worse). But it was...