Homewood Suites by Hilton Baltimore - BWI Airport

I had an amazing experience at this beautiful property, and I want to give a special shout-out to Shanae, the night auditor, who truly went above and beyond to make my stay as comfortable as possible. I arrived under some distress due to a booking issue, and Shanae was incredibly helpful and efficient in getting everything sorted out. Her friendly attitude, genuine understanding, and willingness to accommodate my situation made a world of difference. It’s rare to find such excellent customer service, especially late at night. Thanks to her, I felt welcomed and cared for. I will definitely return again!

Apparently their indoor pool isn’t open to guests any longer (been like that for a very long time.) So, it shouldn’t show a pool exists on their property then - very misleading, and unfair to guests that book based on using those facilities. This is the first Homewood Suites property I have been to (all over the US), that does not have coffee in the reception and especially at breakfast hours! Extremely disappointing, and I can’t understand why they don’t have it available at breakfast. Room was very dated with damage to some doors, and specific carpeted areas smelt of urine. Particularly, in the bedroom, so uncomfortable trying to sleep and smelling urine. I assume that could be from other guests and their pets, but also lets me know, the rooms aren’t very clean. Again, extremely disappointing and not what I expect from a Homewood Suites. Had booked a 3-night stay, and came back to an uncleaned room/no fresh towels, after the first night. I had to call reception to ask for towels and then go down myself, late at night, and collect whatever they had available. The next day, I requested the room be cleaned, while out for all of the day and evening. Reception wrote it down, but there appeared to be hesitation at such a request. Do they not expect to have rooms cleaned, if you are staying multiple days?

The bed was hard and caved in the middle. Sofa bed extremely thin - so much so that the person trying to sleep on it got NO sleep. Everything looks and smells old. On the positive side, lobby receptionist was very friendly, the location close to the airport is good, and you can actually pay to leave your car there if you are going on a trip.

I have stayed at this property several times in the last 7 years for work travel. It is declining and attempts to update have been so shoddily done that it makes it worse, not better. Checked in and unpacked, ironed clothes. After all that the HVAC kept making intermittent loud buzzing noises even after I shut it off. When I complained to the desk they moved me to another room one floor down, because "they get fewer complaints about the rooms down there" according to the desk clerk. In that room I go to take a shower. The handle for the tub faucet is very difficult to move. I am a large man who lifts weights and am strong. With one hand I had to force the handle hard, and use 2 hands to move the handle far enough to get hot water. Most women and some men will not have the strength to do this. I did not complain at that time as I was not about to change rooms again. Breakfast eggs are reconstituted as is common, but theirs were worse than before, utterly disgusting. Some guy in the lobby a couple of mornings. I don't know if he was a guest or some guy off the street. Strikes up conversations with people in breakfast area who are clearly working on laptops. No ability to read the room. Using frequent foul language, N word, f-bombs, MF. Staff says nothing to him. He did not come near me but other guests were clearly not pleased with him speaking with him. Apparently this is acceptable behavior at this place now. There have been some updates to rooms. New counter tops in kitchen and bathroom with new fixtures and towel bars. Many items were installed improperly by someone who either did not know how or care about the work. All the chairs in the breakfast area need to be replaced. Cushions are all worn and shredding. My last night there, half the cable channels were not getting signal. Without a complete renovation, properly done, I would not consider staying here again.

Easy check in. Comfy bed. Clean hotel