Aloft by Marriott Arundel Mills BWI Airport

Everything

I stay here fairly often. I love the room, the staff and the location. The shower is pretty sweet too! They have a little bar and a nice gym. K.C. Is checked me in and she is always so nice.

I needed help changing my reservation and KC was AMAZING and helped me without any problems and was able to change my reservation within minutes! Thank you!!!

Everything was nice in clean i love a clean hotel the atmosphere was perfect the staff was nice in welcoming I really enjoyed myself 🥰

Nothing everything was perfect

Location

The shuttle. We waited over 45 mins to go to casino. Then on return trip back from casino, I called the front desk several times, over and over until she finally answered. She said we would be picked up in 30 mins. Then called me after we waited over 30 mins and said the driver had to go to airport and it would be another 1- 1 1/2 before he could pick us up. So, we had to Uber. So, the shuttle was a joke. Then I went to front desk twice during our stay and the front desk, black female was no where to be found. I wanted drinks. So, I waited again and just left money on the desk for two drinks. We also got in after midnight and asked for a late check out and she said no, you have to be a Marriott member. I stated I am. She said, you just joined and you have to stay a few more nights before you can get a late check out. What? I have never been denied a late check out at any hotel. So, it was not an enjoyable stay. She was not friendly or welcoming at all.

I waited approximately three minutes before being greeted at the front desk. The two individuals present when I arrived did not provide a welcoming environment. Upon entering the building, neither associate acknowledged my presence or looked up from their computers. While I understand that one associate may have been working on something important, the other associate who had finished assisting the previous guest also failed to acknowledge me for an additional one to two minutes before finally asking how they could help. Unfortunately, the check-in process itself was very poor. The associate asked for my last name and initially could not locate my reservation in the system. After finding it, she asked for my ID and then instructed me to proceed with tapping my card. Approximately 10–30 seconds after I followed her instruction, she told me that I should not have done so and stated that the system was not ready, despite having directed me to proceed. There was no verification of my stay details; such as the number of nights, room type, or reservation confirmation. After attempting to resolve the issue on her system, she simply handed me my room keys without providing any information about the property, amenities, or acknowledging my Marriott Bonvoy Gold Elite status. Overall, this associate did not provide a welcoming or hospitable check-in experience in any capacity. Due to this experience, I ultimately canceled another reservation I had planned at this property. Kaitlyn, however, was absolutely wonderful. She was the associate who later provided me with details about the property and amenities when she noticed I appeared confused. She was proactive, attentive, and more than willing to assist with any questions I had. As I spent more time in the lobby, I observed how consistently welcoming she was with every guest. Even when occupied, she made an effort to acknowledge guests as they passed by, creating a warm and inviting atmosphere. Her personality is exceptionally well-suited for the hospitality industry, and she truly elevates the front desk experience despite her colleagues. She deserves recognition for the professionalism and genuine care she brings to her role. Essentially, she definitely deserves a raise. Ray was also very helpful during my visit to the bar. She provided a welcoming experience, had a kind and engaging personality, and interacted effortlessly with guests. While getting a drink is typically a simple transaction, she made the experience enjoyable and personable, which I truly appreciated. Additionally, Shantel also demonstrated a welcoming and friendly demeanor during my interactions with her, and I appreciate the positive energy she brought as well. Miss Michelle, who drives the shuttle, was also wonderful. I truly enjoyed my shuttle experience with her. She was friendly, professional, and created a pleasant and welcoming atmosphere during the ride.