Courtyard by Marriott Baltimore Downtown/McHenry R

The location is very convenient, but I’ll pick another place next time. The rooms were clean and fresh, while the staff seemed mostly disengaged. Breakfast was the worst part. Why doesn’t a courtyard have complimentary breakfast? Everything was a la carte and gross. My avocado toast was soggy, with what looked like knife-spread avocado and two hard-boiled eggs that seemed days old and reheated. The cook brought it out and said he wouldn’t charge me. Why serve it at all? He could’ve just said it wasn’t available that day.

We stay here often because the location is great, but the problems with service and cleaning keep recurring. On our last visit, we had the same spotty service. Some Marriott team members have been friendly and helpful, while others seem to need more training. I wouldn’t recommend this hotel unless you specifically need its location. We checked in October 29. Housekeeping usually came every other day, but when the room wasn’t cleaned on the 31st, I asked for service the next day. I returned November 1 to find it still hadn’t been done. There was no one at the desk for quite a while. When an attendant finally came, she again said housekeeping would come tomorrow. I asked someone to take our trash and towels and requested hand towels. She told me to put the trash and towels outside the door myself. The hand towels still weren’t delivered that evening. Parking was another problem. When we got back that night, there were no spaces and no parking cards for the extra spots. I was told to find a place along the building like everyone else. Check-in had been okay, but this stay was particularly unsatisfactory and fell short of the Marriott cleanliness and service standards I’m used to.

The room was reasonably nice, but we couldn’t shower because the water came out a disgusting brown. We brushed our teeth with bottled water instead. A desk attendant said there’d been a water main break or something like that and assured us the stay would be refunded. They took my card details for a hold, but more than two months later I still hadn’t received anything. Several desk attendants told me they’d escalate it, with no result. I went back to speak with a manager, who said she’d look into it and respond by the following Monday. More than two weeks have passed without a response. As a longtime Marriott customer, I’m extremely disheartened and displeased. I won’t stay here again.

The bed was like sleeping on stone, the worst we’ve ever had. We woke up in pain, and the stay was perfect right up until bedtime. Everything else was great: the staff were amazing, cleanliness deserves five stars, and the shower was so good I want one just like it. The gym was above expectations, the best hotel gym I’ve ever seen. The room was beautiful, and the TV was great. I loved being able to sign into Netflix, YouTube, and other services.