Home2 Suites by Hilton Arundel Mills BWI Airport

The spot for the shuttle pickup was not noted. One has to call to gather the information. Else the room is great.

I drove 11 hours from Georgia for a special event in the area. An immediate family member is apart of the Hilton staff at another location so the room was booked using the family and friends discount. I was under the impression I was coming to town, getting off the road from a long drive and would be able to lay down and get some rest. However what I was greeting with was a very disgusting and off putting attention from William the “Guest Services” Manager which is ironic. Another member of their staff, who we later discovered is a trainee provided my family member with wrong information in regard to me being able to check in without them being present. William gave no consideration or showed any empathy to my situation at hand. My family called and tried to speak to William and he hung up on her. I went from paying less than $200 to over $700 to make sure my wife and I didn’t sleep in the car. If this is how they treat people associated with their own company, I hate to see how they treat your everyday customers. Money was never the issue with this experience. My issue was there was no accountability on Hilton’s side that misinformation was provided and nothing was even offered to try to accommodate a guest in any way! In addition, the room I ultimately ended up staying in was the king suite which was beyond disappointing to say the least. I would relate my room to an upscale motel at best. Overall this experience was a 0 out of 10! I would not recommend this hotel at all!

Room where very clean and comfortable,

Property was very clean. Great breakfast!

The room was nice and big and clean. The breakfast was great with a lot of food choices. We had a few unusual requests while there and Autumn at the front desk went way out of her way to accommodate everything that we asked for and needed. Autumn seemed genuinely happy to help us with all of our requests. The hotel is right by BWI airport and very near the Arundel Mills mall. We will definitely stay there next time we’re in town.

Very nice stay

I had this hotel booked for three consecutive weeks, upon my arrival I was encountered with two guest service agents. One identified himself as the guest service manager “ William”. I asked that since I’m going to be staying at the hotel for three weeks consecutive, would it be OK if I left my vehicle at the hotel while I fly home over the weekend? William said $10 per night. It’s not about the $10, it’s more about you would rather lose my other two weeks of revenue over $30. Not only that, the part that really upset me the most is, he never even considered what I asked. Just flat out no I can’t do it $10 per day. So I immediately canceled my other two weeks. Good job Hilton and Home2. Lose two weeks worth of revenue over a couple of days of parking my car so I can get home and visit my family over the weekend. I come to this market once a month and I promise you I’ll never consider this property, not that it matters I am a Diamond Elite member . Additionally, please look at the welcome bag that I got as a diamond member.

It was wonderful, clean, and they enjoyed the indoor pool

Usually don’t like to give 5 stars but this one earned it. Very clean and comfortable.