Hampton Inn & Suites Baltimore/Woodlawn — Hotel in Woodlawn

This hotel is in a very good location that is freeway close and from a brand that we are familiar with. We have stayed here on more than one occasion. That unfortunately is where the compliments end.

On our most recent stay we encountered horrible service from the front desk. There was almost never anyone at the front desk. This is a safety issue as anyone could enter the property unseen. Our room was not cleaned the first day, so we specifically stated that we would like our room cleaned the next day to eliminate any confusion. The manager responded affirmatively but when we returned our room was not cleaned. That issue created the knock on effect of us not receiving fresh towels.

The effect of no one at the front desk came into play when we called the front desk for towels and were not able to get anyone to pick up. After several calls downstairs I finally called Hilton Corporate to try and work the problem from there. They gave us a reference number for the problem and a promise that they would contact the manager and that the manager would personally come to our room and calm the situation. Several hours later, no manager. Also, no towels. We called corporate again.

At one point during all of this I had gone to the front desk personally and I saw the manager. I requested towels and she wrote in a notebook my request as well as saying that the towels would be delivered. Several hours later I called downstairs and wow, the manager was there. I reminded her about my request. She delivered them personally.

Throughout our time here we never took out any frustrations on the employees. This problem clearly was caused by decision makers higher up the food chain.

Now it is my assumption that this facility is a franchise and not a corporate owned property. That's just an assumption. I can't imagine a Hilton corporate owned property would so thoroughly drop the ball. This could have been a bad set of days when people called out. This could also be that the company who runs this property simply doesn't care about customers. Who knows? The long and short is this. As a regular user of Hilton properties I have to say that I am seeing a decline at some of their locations. They have proven to be wherever I need a conveniently located property and that has served them well. After this experience however, I am making a commitment to finding alternative accommodations in Baltimore as well as other locations. Hilton has a few better run hotels that I can think of. Also... there is Marriott.

There are some other issues as well, but I'll leave it here. I hope this location turns it around and fast. Unfortunately, whatever happens or doesn't happen won't be seen by me. This last stay was my last...

Couldn’t sleep at all one night because a dog barked all night on the second night of my stay. I reported it to the desk and even played the video. I also notified them the chat feature on rhe app to contact them directly doesn’t work but they said they don’t know anything about it. That explains why I attempted at 10 and as of 8 the next morning it still said to wait and they would get someone from the front desk to contact me. I went down that night and no one was at the desk and reported it directly in the morning. The front desk didn’t seem too concerned even after the dogs barked after they went in to fix the TV early in the morning. Then the dogs kept going til the cleaning crew was on the other side of the hall. I reported it again when I left the hotel and all I got was a sorry it happened and thanks for telling them as if it would help anything. And I called customer service immediately after checking out and they said someone would contact me. Two weeks later and there’s no record of the call and no one did follow up. So after another half hour and talking to two people, they said I’ll get a refund for the night within 30 days so will see what happens but am not confident based on the wasted initial 40 minute call I had to report it.Aside from that, the room was clean and the breakfast food improved. I do caution to get coffee or water early because it’s cold by 7pm. They also had an elevator broken so we were sharing with the cleaning crew and it caused a little longer wait. Location is great but they need to trim the tree to the right of the exit so we can see the cars coming around the curve without going into the lane and risking getting hit from the other side because people do speed on that road. It’s a shame because I come here every time I am working in the area and now need to find another place. I can’t go without sleeping while attending...

As of June 12, 2021, this hotel does not have a functioning swimming pool. The pool will be up and running in about 8 weeks as told by front desk worker Diamond.

With that being said, I rated this hotel a 2 star because before speaking to Diamond June 12, 2021 at 11:45pm. I had initially booked this hotel off the fact that it was one of the only hotels with 2 queen beds and an indoor swimming pool. Before heading to the hotel from Pennsylvania, I called to verify the pool was functioning June 12, 2021 around 1:30pm. I was told by a rep who didn't provide her name, that the pool was closed due to renovations while being closed because of Covid 19. I explained to her that nowhere on the website or booking.com did it mention that the pool was closed and that I wanted cancel my reservation and not be changed because I booked the hotel based on the fact there was a pool. This rep told that I couldn't cancel the same day as my stay. I said that I was going to place my wife on the phone and was immediately placed on hold. After 10-15 minute wait, I was asked if I could be helped. Frustrated, I said yes, I wanted to cancel my reservation and not be charged. "YOUR RESERVATION IS CANCLED AND YOU WONT BE CHARGED!!"

Staying at another hotel with a functioning swimming pool, I looked at my bank account and coming from Hampton was a charge for a room that I was told was canceled. Immediately called the hotel and spoke with Diamond who was very helpful and understanding my frustration with the lack of customer service I had received this afternoon, being told that there was no cancel authorized. I immediately received an email stating that there was an authorization sent and to have the charges reversed in my account.

Please call ahead if you plan on staying here as the pool will not be available for use until 8...