Courtyard by Marriott Baltimore BWI Airport

Our Valentine’s Day stay was one of the worst hotel experiences I’ve had. The shower had visible mold and mildew, there was water damage on the ceiling, and the bedding was stained. The room didn’t feel clean or properly cared for. We raised the problems with management, but the police were called instead of the issues being handled professionally. That made an already uncomfortable stay even worse. We were told we’d get a refund, but it never came. For a special occasion, this was hugely disappointing. The poor cleanliness and service, and not following through on the refund, are unacceptable. I wouldn’t recommend staying here.

During my recent stay in Baltimore, the Marriott team and management handled every concern with care, respect, and urgency. The hotel manager responded thoughtfully and took responsibility, with a clear focus on guests. Their leadership and commitment to service showed in how well the situation was resolved, and I’d confidently stay here again and recommend the property. Mistakes can happen at any hotel, Marriott or otherwise. What matters is how they’re handled, and this team showed real professionalism.

The room was clean and had enough towels, and the heater worked perfectly on a very cold night. The person at the desk was friendly. Happy Hour seemed closed, though it was actually open, and I wish it had been a bit better. It was an enjoyable stay before my very early flight from BWI, and I’d come back for another early flight.

The only real positives were the park and fly option and the help from two employees: the gentleman at the front desk at 1 p.m. was exceptional, and a woman from the restaurant gave outstanding assistance. The room itself didn’t meet my expectations. A strong musty smell set off my asthma within two minutes. Someone came to spray it promptly, but that only helped briefly. The TV was fixed at first, then stopped working again after about an hour. Just before my shower, I found hair all over the tub. They offered to change rooms, but I declined because I was worried the smell could be worse. I manage a front desk myself and understand the challenges of difficult guests. Still, this hotel badly needs a comprehensive upgrade and better housekeeping training. The building’s age isn’t the staff’s fault, but cleanliness is something they can control. I was so uncomfortable that I got no sleep before my flight. The stay was subpar.