Embassy Suites by Hilton Baltimore at BWI Airport

My family recently stayed at this hotel. The staff at this hotel was rude and none responsive to issues with the rooms. For example, the House Keeping staff refused to provide clean sheets for a sofa bed that had balled up sheets in it when we opened it, one of the rooms had a non working toilet for the duration of their stay, another room had ants which went unaddressed for the entire stay, the dining room waiter refused to bring a toaster to the dining buffet table so that toast could be made, a security guards yelled at one of the children (10 year old) who was awaiting her mother to come out of the restroom to go to her room. The list of bad experiences goes on and on.



I do not recommend staying at this hotel, especially with children as the staff is not child friendly. My family stayed at this hotel as part of a soccer tournament package. At the time of check in, all of the families associated with the soccer tournament were required to sign an agreement relative to responsible supervision of our children. Although we found this to be unusual and insulting, we understood the hotel may have wanted to ensure parents were reminded to keep their children under proper supervision.



The customer service skills of the staff in this hotel are extremely lacking. Instead of going out of their way to make guest feel welcome and comfortable, they do just to opposite. In fact, from the very moment we checked into the hotel, it was very clear this hotel was not amenable to guests with families. The staffs at the hotel were obnoxious and non accommodating throughout our stay. It was very clear that because the hotel was providing a group reservation rate we were not being treated as other guest in the hotel.