Hilton Garden Inn BWI Airport

Update: the general manager called to say the room has been taken out of service so the problem can be dealt with properly. Thanks for taking care of it for the next guest. I've stayed at this hotel several times, but after the last trip I won't be back. Most staff had been fine to work with, but this visit was a letdown. I arrived late Monday and was given a nice upgrade, which seemed great until I found a cockroach in the bathroom. If you see one, you know there may be many in the walls. The front desk gentleman said the only thing he could do was come up and kill it, and also said the hotel was oversold so I couldn't switch rooms. It was after midnight and I had to be at a customer site in a few hours, so I went up, killed it, and put my things into plastic bags I carry for problems like this. What upset me most was that I asked for the manager to be told so it could be handled. No call, no email, and no discount on my bill, despite being told there would be one. I'm a Diamond member and have stayed at lots of Hilton hotels. The few times I've had an issue elsewhere, the response was great. Not here.

My reservation was canceled because the hotel had overbooked, and they offered neither compensation nor help. All I got was, "good luck finding something last minute." I spoke calmly with the front desk manager, who kept saying, "please don't be mad at me." I hadn't shown any sign of being upset, so I can only assume she knew this was wrong or had upset many guests before. It added a lot of stress to what should have been a lovely weekend in the city celebrating my good friend's wedding. I've stayed at many Hilton Garden Inns, and this has ruined my experience with the brand.

I enjoyed my one-night stay. The room was very clean and the beds were comfortable. It's a good starting point for our next date cruise. Just note, the pool and hot tub were closed.

The airport is easy to get to, and the lobby is a nice place to socialize. The restaurant and bar are good, the front desk is friendly, and the rooms are clean. It gets busy, so parking can be a challenge.