Homewood Suites by Hilton Baltimore - BWI Airport

Nice place wirh good breakfast

I arrived about 10:30 pm to BWI and proceeded to the hotel pickup zone at the airport anticipating to see a shuttle arrive to take my weary self to the hotel. After watching every other hotel shuttle pass for 30 minutes, I used the Hilton app to text the front desk to ask for the shuttle frequency. Nothing but crickets. 15 minutes later I reached out again and asked the same question. Crickets again. Clearly no one cared to staff the messaging platform provided by Hilton. Finally I called only to be informed that I needed to make a reservation in order to be picked up from some shuttle service. That information was never communicated in my pre-arrival communications. What a nice surprise for guests! I made the reservation only to have it ignored by the awful service provider they use - they never arrived after confirming the pickup. Finally I had to pay a taxi to take me to the hotel. Two days later upon checkout I realized that not only do they not have regular shuttle service in the evening, they don’t even have it during the day. You have to make another reservation! How inconvenient for a business traveler who has meetings that may end any time and needs flexibility in scheduling. At least the front desk rep managed to get me on the next shuttle - a little redemption by another staff member. The driver for the shuttle was having an argument with someone on the phone while he drove and had explicit music playing on the radio. What a wonderful operation they run. You can be sure I will never stay at this hotel again and I encourage all travelers to avoid this hotel’s poor operational management and lack of attention to customer experience. I sent this complaint to "General Manager" Ashton Yox and at least the result was consistent...crickets. No reply at all. This hotel really doesn't give a damn about customer service.

Good value, good breakfast, excellent bathroom and counter space. My only issue was that the property is a little run down, the black out curtains were locked in place on one of the windows, water was lukewarm. Minor quibbles if you’re doing a short stay, maybe bigger if you stay longer.

The man at the front desk was very rude when I checked in. Also, there was a period of time when I was without water in my suite.

Airport shuttle service could be better. Small minivan, Long wait times.

Food good Rooms they were okay Staff okay The only problem I had was the pool doesn't work I have stayed with them many time and within 3 years still the pool doesn't work

Very nice and clean. The staff was amazing!!! Especially Wes at the front desk! 10 stars! Would stay here again.

Bright lights outside and poor window shades allowed light through

The person working the front desk was very friendly!