Hilton Baltimore Inner Harbor

“Oversight turned into a memorable experience”

My wife and I traveled all the way from Houston to Baltimore for her sorority conference, only to discover when we arrived that, due to an oversight in our reservation, we didn’t actually have a room booked. To make matters worse, the hotel was completely sold out because of several events taking p… lisää

My wife and I traveled all the way from Houston to Baltimore for her sorority conference, only to discover when we arrived that, due to an oversight in our reservation, we didn’t actually have a room booked. To make matters worse, the hotel was completely sold out because of several events taking place in the city. After a long day of travel, it would have been easy for the staff to simply tell us there was nothing they could do. Instead, they chose compassion over convenience. Rodney, one of the managers, took the time to personally search every possible option and was able to find us a room for two nights at the best rate available. He treated us with kindness, patience, and genuine concern during what was a very stressful situation. The next day, when we still couldn’t find another hotel anywhere in Baltimore, Linda at the front desk stepped in and was just as amazing. She was able to extend our stay another day, and then went even further. While I was out exploring the city, she actually called my cell phone to let me know that a cancellation had opened up and that she could extend our stay for the remainder of our trip at the same rate. She certainly didn’t have to do that, but her thoughtfulness and professionalism relieved an enormous amount of stress for both of us. From that moment on, our stay was outstanding. The rooms were comfortable and spotless, housekeeping was excellent, the bell staff was friendly and helpful, the restaurant was wonderful, and every employee we encountered made us feel genuinely welcome. Hotels are easy to find. Exceptional people are not. What sets the Hilton Baltimore Inner Harbor apart is its staff. They don’t just provide customer service. They truly care about people and work hard to solve problems. Rodney, Linda, and the entire team turned what could have been a vacation disaster into a memorable experience. Because of them, we left Baltimore with grateful hearts, and we will absolutely stay here again. If you’re looking for a hotel with outstanding accommodations and an even more outstanding staff, I highly recommend the Hilton Baltimore Inner Harbor.

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“Great customer service, walk to Camden Yards”

Booked this hotel because we had tickets to an Orioles game and the hotel is right next to Camden Yards. Room was clean, spacious and bed/pillows were comfortable. Hotel staff were some of the hardest working people I’ve seen in hospitality in a long time. The hotel was very busy and staff were doi… lisää

Booked this hotel because we had tickets to an Orioles game and the hotel is right next to Camden Yards. Room was clean, spacious and bed/pillows were comfortable. Hotel staff were some of the hardest working people I’ve seen in hospitality in a long time. The hotel was very busy and staff were doing their very best to accommodate guests while also maintaining a positive and customer service oriented attitude.

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“Narthan enjoy serving with a smile and very professional”

Chef Narthan was great in customer service making omelets I went 3 days in a row our business sorority group is here. I Deborah was very pleased with his professionalism and smile. A

“Lousy AC on a Hot Day”

We stayed at the Hilton Baltimore Inner Harbor hotel from July 2-6 to attend The Compassionate Friends (TCF) Conference. TCF is a support group for parents who have had their children pass away. We suffered that unimaginable event 3 years ago. The conference was held at this hotel, so it made … lisää

We stayed at the Hilton Baltimore Inner Harbor hotel from July 2-6 to attend The Compassionate Friends (TCF) Conference. TCF is a support group for parents who have had their children pass away. We suffered that unimaginable event 3 years ago. The conference was held at this hotel, so it made sense to stay there. The room was a typical hotel room with basic and expected amenities. The bed and pillows were very comfortable. Let me preface my complaint by saying it was incredibly hot in Baltimore while we there. Our room, on the 20th floor, was quite warm when we checked in, so we attempted to lower the thermostat. Very little difference was made. We left our room for 4 hours to check in at the conference, get our bearings of the hotel and attend our first grief meeting, hoping the room would cool down. When we got back around 9 pm, the room was still very warm. My husband called down and a maintenance engineer came up, switched out the AC filter and adjusted the thermostat down to 60 degrees. Our room was 74. Very little change was felt, and we sweated through the night. We started the next morning at 7 a.m., confirmed the thermostat was still set to 60 but reading 73 and left our room by 8. As stated, it was horribly hot in the city and we were gone all day, returning to our room at 9 p.m. The room was 72. We were emotionally exhausted and because it had cooled slightly, we did not call down again. We recognized we were on the top floor, it was very hot outside and that perhaps it just would take more time to cool. On Saturday, I had a text from Hilton asking for rating. My response was not favorable and many responses from Hilton were made to me. Yes, they did offer us the opportunity to move rooms; there were none on our floor available. I explained via text we were in sessions all day, overwhelmed with emotion and the thought of having to miss sessions, pack all our belongings, and move things was too much for my emotional state. They stated they understood and asked for permission to enter our room and work on the system. We granted that permission. When we returned later that evening, the room was slightly cooler (71) and we could feel air moving when we sat near the AC unit. However, the quiet knocking in the AC unit was a distraction and at times it got quite loud, as in “Is someone knocking on the window?” My husband had gotten sick during the day and collapsed into bed by 8 p.m. No, we did not call down again to complain but just decided to deal with it for Saturday and Sunday night. At least the temperature of the room finally got to 70 so that was a positive! We did talk to others on the 20th floor and their rooms cooled down to 66 so we know it wasn’t strictly related to being on the top floor. When we checked out Monday morning, I mentioned the knocking noise and the poor AC to the staff at the desk. He was apologetic and told me they would credit my Hilton Honors account with 20,000 points (that hasn’t happened yet) and asked if they offered us a different room. I told him they did but our reason for being there was already emotionally overwhelming and with a full schedule, that moving just felt like too much. I told him that the AC and the noise had to be addressed so the next guest didn’t have to deal with all of it. I hope for the next person’s sake they did something. The views of Camden Yard were amazing. Even so, I would not stay here again based on this experience. I won't mention the garbage that was under the vanity and was not picked up even though I shared that with staff. It was far enough back that I wasn't willing to get on my hands and knees to pick it up.

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