Hampton Inn and Suites Baltimore-Arundel Mills

In my 25 years of travel and staying in hotels…worst experience ever! I’ve never written a negative review/complained. One star for customer service is way too generous for this staff. Stayed 4 nights. 1st morning, no coffee. Not a big deal. Looked for the kitchen worker… was behind the kitchen doors on her phone, decided not to bother her. Went to front desk. The front desk didn’t seem to care, motivated, and had an attitude that I was bothering her. Her initials are MK. This was at 7:30am when there should’ve been coffee. Again, not a big deal, I can get coffee anywhere. Decided to leave as I had meetings to get to. Day 2, two gentlemen in front of me, trying to get coffee, but both coffee dispensers were out again. Two days in a row. I walked up to the front desk. The same lady was working, initials MK. I said ma’am I have a complaint. This is the 2nd day there has been no coffee. I was pleasant in my complaint. The real issue. The front desk, lady, whose initials are MK had a very snarky, disrespectful, defensive attitude and said, sir we tried to get you coffee yesterday, but you left. I was really taking aback by her response. I explained that my complaint today has nothing to do with what happened yesterday and that I couldn’t wait around as I had meetings to get to. I further explain that this is a Hilton property and minimally, there should be coffee out each morning or at least an attempt to get it out and/or apologize as this happened two days in a row. She basically became triggered and begin attacking me and would not let me get a word in. As I explained, I’ve been a loyal customer and that coffee is not a big deal, but rather how she is talking to me as a customer, she told me to “stop talking over her.” Really??? I explained that I’m the customer and that minimally she needs to listen to my complaint. Well, that triggered and upset her even more. She was very belligerent, loud and disrespectful. There were other guests around that witnessed this. I asked to speak to management and she gave me management’s name. Later that evening when I return, I went to the front desk and asked to speak to management. The man went to get the manager Michelle but then he came back and said she can’t see me right now. I left my name, email address and phone number for her to contact me. Later that evening I got an email from what was supposed to be the asst. manager, but turned out to be a kitchen worker. The kitchen worker, Who admitted she was the person on her phone that first day, said she tried to call my room however, the phones in the room didn’t work. There are no dial tones on the phone. On another note, there was a fire alarm that night before that went off at 4:40 AM and the alarm in my room didn’t work. It must’ve been a false alarm because the two firetrucks that showed up only stayed for about 15 minutes. I told The kitchen worker, that the manager pawned off to me, about the situation. However she focused on the coffee clearly showing her lack of management skills. I explained to her she’s missing the point and it’s not about the coffee at all. It’s about the attitude and disrespect of the front desk lady. I asked her to have the manager contact me as this lady clearly wasn’t capable of dealing with customer complaints. As of today management has not contacted me which shows their lack of competency, customer service skills caring and brand protectiveness.. On another note, this hotel was really dated. The bathrooms smelt like sewer, the furniture had stains on them. The carpet needs replaced and breakfast was the worst. I know we all have bad days, but it’s apparent the problems at this hotel are more than one bad day. These people are not competent. I would hope that the owners will provide coaching sessions or consider placing them in other positions. This hotel does not live up to Hilton minimum standards. I’m sure I’ll get some canned response after this review. Stay away from this property. There are too many other better options in the area.

Checked in tonight and the front desk attendant was very welcoming and personable. When making my reservation, I noted I would need a baby crib and was already set up for us in our room. I did find a hair on a fresh towel from the previous guest though.

We recently stayed in room 127. That’s right next to staff kitchen, bathroom and other service area where people are awake at 3 am making breakfast. I understand their job, but with banging and slamming the door, it’s not advisable to put your high paying clients in that room. 2 nights I didn’t sleep well.