Holiday Inn Express Baltimore-BWI Airport West by IHG

I’ve stayed at Holiday Inn Express hotels all over the country and never had a problem, but this one really tops the list. I spent 10 days here and was initially unsure about a longer stay, yet it turned out to be the best Holiday Inn Express stay I’ve had. The breakfast was top notch, customer service amazing, and the location great. It felt like a home away from home, and I’ll definitely be back.

Louis was friendly and respectful when I called before checking in. Once I arrived, Nelsa and Franklin were just as nice, warm, and professional. My room was clean and nice, and everyone here was great. I’ll stay at this location again when I return.

We came from PA to catch an early flight out of BWI, staying here so we wouldn’t have to make a two hour drive before flying. The room was clean and comfortable, just what we needed, and the employees were friendly and accommodating. Parking was much cheaper than at the airport, and the free shuttle runs every half hour. The front desk arranged ours and it arrived early. The driver was extremely nice, especially at 6 AM. The disappointing part was a toiletry item I’m certain I left in the shower. When I called that night, they asked us to call in the morning once the maid service could unlock lost and found. We did, and they said they’d check and call back, but never did. A few days later we called again and were told they hadn’t found it. Since I’m beyond sure it was left there and we reported it immediately, I don’t see how it could have been gone.

This used to be my usual hotel for events in the city. I picked it for the convenience and because earlier stays had been good, but this visit changed my mind. They took a charge of more than $300 from my account without discussing it with me first, then said it was for room damage. A wheel had come off a desk chair. We didn’t take the chair, damage its frame, or cause any major destruction. Being charged for an entire replacement chair over one wheel feels excessive and disrespectful, especially without a proper conversation. I’m very disappointed, and hope management handles situations like this more transparently and fairly in the future.