Residence Inn Baltimore at the Johns Hopkins Medical Campus

I am writing regarding a reservation that my wife and I had at the Residence Inn at the Johns Hopkins Medical Center on Friday, August 22, 2025. We were shocked at the rude, disrespectful, and utterly atrocious service we received from Mr. David Buckley when we attempted to check in. We have stayed at your hotel multiple times over the past few years and have always had an excellent experience, so we were astonished to be treated in such a humiliating and demeaning manner. When we next visit Baltimore we will take our business elsewhere and stay at a different establishment; there are many high-quality hotels in Baltimore and there is absolutely no reason why we should ever be subjected to the kind of terrible treatment we received at your hotel this past Friday. We arrived at the hotel around 8:15 PM on August 22 and my wife went to check in while I parked the car. When I joined my wife in the lobby I found her attempting to speak to Mr. Buckley, who was working at the check-in desk, regarding our reservation. My wife was attempting to ask Mr. Buckley if it would be possible for us to have a room on a high floor; Mr. Buckley dismissively told my wife “No, I’m not going to look for that. I won’t do that.” As my wife patiently asked Mr. Buckley again if he could please check if a room on a high floor was available, he became increasingly agitated. He began waving his hands around and speaking in a loud voice, saying “No, I’m not going to do that! I told you! I can check you in, do you want me to check you in, what is your name, I’m not going to do that!” At this point I began to be concerned as Mr. Buckley was beginning to act aggressively, both with the tone and volume of his voice and his physical stance, as he was waving his hands around forcefully- my wife is 5 feet tall and very thin, and Mr. Buckley appeared to be at least 6 feet tall and strongly built. He was waving his hands over the counter in the direction of my wife’s face, as he began acting increasingly exasperated. I then asked Mr. Buckley if he could please confirm what kind of a room was noted on his computer for our reservation, and he said, in a loud and aggressive voice, “You have a room! I told you, you have a room. I’m not going to say, I’m not going to look and see what kind of room you have, it’s a room. Do you want me to check you in?” I asked Mr. Buckley if he could confirm that we had a reservation for a room with a king bed, and I attempted to show him on my iPhone the reservation that had been emailed to us, he said to me, “You have a reservation! I don’t need to see that, I won’t look at that, I can tell you that you have a reservation. Do you want me to check you in?” As he said this he pointed with both his forefingers at the sides of his head, in a gesture that someone usually makes to indicate that they think the person they are speaking to is stupid, or not very smart. I asked Mr. Buckley to please not make a gesture like that, as it was

Came to Baltimore for a visit to John’s Hopkins facility, two blocks away. Every single Marriott Associate was much better than average. The front desk was efficient as friendly, the valet was professional and knowledgeable, the breakfast room attendant was friendly and helpful and the housekeeper on his way to clean the penthouse restaurant was pleasant. These associates were all well selected and trained. If only all hotels were this well run!

My husband and I stayed at the hotel as we had a family member who was at Johns Hopkins. Our stay was terrible and we were treated poorly by management. We arrived on on a Wednesday evening and the air conditioning was not working. We hoped it would kick in the night. The next morning we complained and were told that there was a hotel wide a/c issue. However, when we talked with other folks staying at the hotel, we were told that they had a/c in their room the previous evening. So we went back to the front desk, and a maintenance call was made. We spent the entire day at the hospital. We returned to our room at 9:30 pm and the a/c was not working. There was a note to call the front desk. Sitting in the middle of the floor was an a/c unit. We called the front desk and they sent a maintenance person up, but the room was not getting cooler. We called the front desk and asked for another room. They gave us a room next to the original room . I asked if the a/c was working. The person at the front desk said-"well it may need to be reset. If it is not working just call the maintenance person to reset it." The new room was hot and yes, at 10 pm we had to call maintenance again. People that stay here are doing so b/c they are visiting/caring for people at the hospital or they are having procedures themselves. They do not need to return to a room that is not functional and have that stress. People pay between $150-200/ night for the rooms. The lack of care for us was subpar. The people at the front desk were uncaring. The poor maintenance guy was the only person who apologized. I feel that this hotel has a captive audience since it is one block from the hospital , so they really don't care. If you can stay anywhere else, I would.

The staff was wonderful and the room were clean. Love the regular size refrigerator.