Home2 Suites by Hilton Baltimore/White Marsh

There were kids running everywhere; up and down the halls all hours. The pool was closed 2 days. There was ZERO hot water. Frustrating to pay that much for a less than ideal stay.

I did not enjoy my stay here. First night, someone in another room calls my room stating that they had to be at work at 5am. Asking if my kids could quiet down (it was 8:30pm) Meanwhile , I was already winding them down for bed. I go to the desk the next morning to ask when did the quiet hours start. They didn’t have an exact time, but offered me another room. This is when I found out the place is basically an extended stay. In which case, it would make sense to put the short term guests on different floors than the people living there. They offered to move us to another room, I accepted. The room was to be ready in 40 minutes. Changed my plans to be there for the move. The room was still dirty. Glasses looked used, trash still on the floor, etc. They rushed me into a dirty room. I wanted my kids to use the pool, but it was overcrowded due to a pool party. However, when you check in, you sign a for not having parties. So no pool for us. Next morning, the breakfast area was overcrowded with the pool party crew. My family and I decided to leave out for breakfast. I requested a late check out with hopes we could still use the pool before leaving since my kids were upset about not getting to go. They told me my room was not eligible since I booked through Travelocity. We immediately packed and checked out. I will not be returning to this property again.

The hotel was clean, in good condition, and in a very convenient location. However the night staff was very rude and unprofessional. My family and I were targeted from the beginning. Before we could get situated, the security knocks on the door saying we had a noise complaint(hadn’t even had the chance to put our bags away). 20 minutes later he comes back with the same complaint and we were watching TV. I ask him, Sir what noise are you talking about because you can clearly see that we are watching TV. He says to me one more complaint and I’m kicking you out. The front desk clerk was very rude and says to my daughter I hope you have the 250 because I’m about to kick you out! Needless to say, we packed our bags and left. My daughters were so hurt and I was upset because I paid for a room that we didn’t have the chance to stay. I returned the next morning to check out, I explained to the morning shift front desk agent and she calls over another co-worker to hear my story. Her comment to her co-worker was look at this “He strikes again”. She says to me Ma’am I’m looking at the notes and it’s nothing that says you have a noise complaint. She passed my message to the manager that didn’t call me, until I called multiple times only for him to completely disregard my concerns. I truly didn’t appreciate how we were treated by the staff on duty that night. It was unfair and seemed to be targeted.

Booked a connected room a week in advance. I called the hotel twice prior to the date to verify the rooms were connected because I had children. Both times were verified but not without concern because the second time I called the associate said she seen my name but didn’t see the rooms connected. She stated she was locking it in for me now. On the day of the stay I got to the property a hour before check in to set everything up for my family. I was told no rooms were available to be connected and their was nothing that can be done because the connected room was occupied. I pleaded my case with the associate, even gave her names of the prior associates I had spoken with to prove my argument. I even offered to pay for an upgrade for the person who was occupying the connected room since only one of the rooms that connect was being occupied. This associate offered me no help and gave off the air that I was bothering her . I stayed in the lobby for an hour trying to figure out an alternative. During shift change a spoke to the new associate and she did help me. It took her a few hours but she managed to make the changes for me which I and my family were very grateful for. Lastly, I asked for a late check out due to the late check in that was no fault to me and I was told the late checkout was full so I could not be added to it. I asked to speak with a manager and was told no manager was available. Very disappointed because the hotel was not bad but the service was not good.

While this is not a 5-star hotel, that is not the point. It is a 5-star value. The rooms are large with both a sleeping area and living area. The breakfast was fine, and while their was broken equipment in the fitness center, I was able to get a workout. This will be our new go-to place when visiting friends and family in Baltimore.

Customer service was trash. I booked 3 rooms 2 of which were connected for my kids. I called twice to verify the connected rooms. When I arrived at 230pm I was told they had no connected rooms available and no room were available for check in. Check in was at 3 pm. At 3 pm still no rooms available. No one attempted to help me resolve my issue on the connected rooms until shift change at which time a rep name Octavia helped me out. It took her sometime but she was able to connect my rooms. I did not check into a room into 5pm. The next day when I asked for a late check in I was told no. All late check in had already been reserved. I asked to speak to a manager because it made no sense that check in was 3 and check out was 11 and late check out was 12 but you don’t have a room available for me till 5 so why can’t I get a late check out. I was told no manager was available and it was nothing they could do. I was pissed. The hotel was clean but the customer service is a 0 except for Octavia she was great but I still felt cheated that I even had to go through so much for so little.

I enjoyed my stay here it was a lil baecation the staff was super helpful and pleasant they went out of their way to make us comfortable they even let us into the pool after all the kids had left. I wld definitely stay again and also recommend others to stay. GREAT JOB!!!!!

The hotel itself was really nice , the pool my kids enjoyed , the breakfast & the staff was helpful as well.

My wife, her best friend and 2 children were constrained by the fact that the Hotel.com app was in my name and not hers, though it was on her fone. The desk insisted that I send my ID by phone. Not comfortable wth that, however I did. The desk person saw my wife's mil dependent ID she was accepted using that. We have been using this app for of her lodgkings and this was the first glitch, A real PAIN!!!!!

My family and myself where very disappointed once we entered our room one of the dresser doors was hanging off the henges. Dirty dishes in the dishwasher kids running around on the 3rd floor. The pool area was over crowded I was exhausted from driving so I just continued my stay. I fell like I over paid for my stay but I made lemonade with the lemons thrown at me. The staff attitudes where horrible unwelcoming as if they had a problem just being at work. There was only one worker that was very nice and apologized however the whole weekend was disappointing. I will not be going back.