Aloft by Marriott BWI Baltimore Washington International Airport

The rooms were ordinary and the service was fine, but I was woken early by people screaming at each other in the hallway. It went on for a while and nobody from the hotel stepped in. The other guests gave the place a rough feel, too. They also added a parking charge without telling us in advance. There are plenty of nearby hotels that do a better job. I’d skip this one.

I won’t book with Aloft again. Our late flight and 2 a.m. check-in had been discussed when we made the reservation, and the Customer Service Representative assured us both would be okay. He said he’d note the reservation and that, even though it was outside normal shuttle hours, they’d still pick us up. At the airport, the front desk woman refused to send anyone or help us find another option. She just repeated the regular shuttle hours, so we had to arrange our own ride. When we reached the hotel at 2:30 a.m., she wouldn’t let us check in because it was outside their usual check-in time. I tried explaining what we’d been promised, but she talked over me, interrupted, and shouted so loudly I couldn’t hear myself. I’ve never been treated that way while trying to sort out a reservation. It was awful, and I can’t believe someone who treats guests like that would be hired. I strongly advise against trusting their word. They didn’t keep it, and the whole interaction showed no professionalism or customer service.

At 11:45 p.m., while I was asleep, someone tried to get into my room. Mariam at the front desk had given them a key. When I asked what happened, I was told there was no record of my check-in, even though I’d checked in around 2:30-3 p.m. The next day I was telling a friend about it in the lobby when Mariam interrupted and angrily said, “I told you last night these things happen.” They do not. A hotel is supposed to protect guests’ security and privacy.

Kiara the Manager made staying at Aloft (BWI) feel welcoming from the start. Her phone manner drew me in, and she knows her stuff. She made my days there seamless, and I never felt like just a number or someone passing through. The property is consistently clean, and the lobby food is always fresh. A huge thank you from Charity’s Concierge-Cleaning. I’d give her property 1000 stars if I could.