Homewood Suites by Hilton Baltimore-BWI Airport

The couch needs to be thrown away. It worn out. I can see it. Overall love the hotel

Easy to get to airport and free airport parking

Oh my, this hotel needs a makeover badly. No hot water in the morning and furniture has visibly ripped holes. We spent a night before flying out for two weeks and left our car there and paid $8.00 per day. Hotel does not have its own shuttle service and it requires us to book it through a third party service, which was very prompt both ways. As for hot water in the morning, our room did not have hot water in the morning when attempting to take showers before getting on the plane. When we notified the front desk, his response was “I guess no one else took a shower this morning before you” and not even an apology. We are Hilton Diamond members and used points for our stay and could not care less about receiving discount for our stay but a simple gesture of an apology is more important but did receive one. As for holes in the furniture, the couch in the living room has a visibly big hole, which it should have been replaced. Hilton has enough hotels in BWI and this hotel is no longer on our list to stay. Not recommended.

During my two-month stay at this establishment, I have encountered numerous issues that have severely impacted my experience. The air conditioning system is frequently malfunctioning, the elevator breaks down on a regular basis, and the washer and dryer, despite costing $6 per load, do not adequately dry clothes. Additionally, the hot water supply is intermittent, with outages occurring at least twice a week, and the temporary fixes provided are insufficient. The shuttle service, operated by a third-party company, has also been a source of concern. One particular driver has demonstrated unsafe driving behavior, including texting while driving and inattention to the road. On several occasions, passengers have had to request that she focus on driving and refrain from using her phone. I kindly request that these issues be addressed promptly to ensure a satisfactory experience for all guests.

This was a terrible trip asked for Manager to contact me when checking out and no call. Put handicapped on 3rd floor and only elevator broke down 6 times including 5:30am in the morning when we were trying to check out and couldn’t leave floor. Large gap in front door of room and a/c didn’t work properly.

I had a great stay, it was comfortable, pleasant, excellent. I plan to return there next time.

Nice and quiet

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.

Freezer would not close, shelf lopsided, stool had one leg missing. Cocktail table was chipped sharp pieces on it. My grandson visited my room he and his parents were staying in there Bed felt like it would give, break down when getting in it and out of it, made a cracking-creaking noise. Tub/shower combo faucet very-very hard to turn off and on. Maintenance was called and I was told it’s because it leaks. You have to keep it tightly turned off. My Son-in-law had to loosen it for me and allow it to leak a bit. Rusted part, tough patch, stains in the tub basin by the drain. Daughter’s Room huge stains, the sofa was raggedy, a large whole in the sofa cushion and her mini blinds would not ascend or descend. Bathroom door very close to toilet not easy to enter and exit. Too expensive to deal with all the dilapidation.

The room was okay and was basically what I expected but the furniture was really worn and out of date. The main reason I only gave this a 2 is while they charge over 8 dollars to park, my car was vandalized. They tried to take my tires off to get my hubs and when I went to pull away my front tire fell off. This caused, so far, over $3, 000 worth of damage. The hotel management was of no help, no video, and was basically told by the police they would take down the information. Do not expect to hear anything back, he informed me that this is a known issue in the area. If this is a known issue wouldn't you expect the hotel to beef up security around the parking lot? I will NEVER stay here again. A hotel bill of over $700 and the cost of this, nothing offered by management (really didn't care, wanted me gone) ridiculous. When I was about to leave the person actually stated: "oh, it's you" hmmm.