The Westin Baltimore Washington Airport - BWI

The two front desk employees were friendly when we checked in, but that was about the only bright spot. Our room had no laundry bag or telephone, so we had to use our cellphones to call the desk when the QR code for the $17/night parking wouldn’t work. Paying to leave a car in an uncovered lot while patronizing the business is ridiculous. The temperature in the room kept dropping on its own, and we had to get up and adjust the thermostat. Nights were still cool in March, so that made it hard to rest. There was also an occasional loud thump inside the wall, which I assume was the HVAC system. Dinner at the on-site restaurant was a letdown. The server wasn’t very attentive, and the food wasn’t great. We both ordered Rasta Pasta, but the vegetables were cut huge and barely fork tender. My husband’s chicken was lukewarm. Breakfast disappointed him too. Housekeeping brought clean towels, though one had holes in it. We actively seek out Marriott properties when we travel, and this one definitely wasn’t up to par.

We had a wonderful stay, though I was disappointed that the pool was closed. The rooms were stellar and comfortable, and Shanice was amazing from the time my husband and I arrived until we left. Her hospitality was phenomenal.

I’d been stuck in Baltimore overnight after my flight was cancelled because of the snow storm, and all I’d eaten that day was airplane pretzels. My fiancé had booked the room, and Christopher had everything sorted before I arrived, so I could check in quickly and get something to eat. He was incredibly kind and went above and beyond with his customer service. Christopher gives main character energy!

The heat in my room was blowing cold air when I arrived, but Christopher was empathetic and quickly assured me he’d handle it. He contacted maintenance, and although the first attempt didn’t fix the problem, the team kept at it until the heat worked properly. He kept me posted and followed up without me needing to ask. He even offered to move me to another room so I’d be comfortable. Christopher’s kindness, professionalism, and real care for guests made a difference during my stay. I had an excellent experience and will definitely return. He’s a true asset to the team.