Hilton Garden Inn BWI Airport

This hotel overbooked and canceled my reservation. I was offered no compensation or help of any kind. Just a "good luck finding something last minute". I spoke very calmly with the manager at the front desk who repeatedly said, "please don't be mad at me." Since I gave no indication of being upset, I can only assume she knew what she was doing was wrong or has upset many guests in the past. It was very disappointing that this added significant stress and strain to what should have been a lovely weekend celebrating my good friend's wedding in the city. I've stayed at a lot of Hilton Garden Inns in the past, and this has ruined my experience with the brand.

Katie at the front desk displayed the most exceptional customer service out of the three hotels we visited during our time in Baltimore!! Very friendly and accommodating! Beautiful lobby and room was good, ttoo! Only complaint is hot tub wasn't working. Would definitely come back!

Paula, Margarita, and Darnell at the Hilton Garden Inn made my stay noticeably better. Paula and Margarita ran breakfast like pros: warm, welcoming, and on top of everything. The setup stayed clean and organized even during the rush, and they kept things stocked without making guests feel hurried. Paula’s genuine passion for customer service was so evident! Darnell was equally great at checkout; quick, friendly, and helpful, with the kind of calm professionalism that makes leaving easy. Thank you, Paula, Margarita, and Darnell, for taking such good care of guests.

I was only there from around 10pm until 7am so I didn't get a lot of time to really rate it. But my room was super clean and it was very comfortable. I could open the window which I really love being able to do and meant I could turn off the fan/air conditioning ... which was a good thing also because it was an old and pretty noisy unit. I would have liked more light in the bathroom. It had a microwave, coffee maker, iron and ironing board. The breakfast was surprisingly good with nice bacon, potatoes and tasty eggs, juice, pastry options. It was only around 20 mins from downtown Baltimore. All the staff I dealt with were friendly. I would stay there again.

Update: The general manager called me and he let me know that thus room has been taken out of service so it can be dealt with properly. Thanks for taking care of it for the next person! I've stayed at this hotel a number of times, but I won't be back. The staff were mostly fine and good to work with but those last trip was a disappointment. Got in late Monday made it to my room and found out I was given a nice upgrade. Perfect so far, except the the cockroach in the bathroom. We all know that if you can see one cockroach, there are at least 1,000 in the walls. I went to talk to the gentleman at the front desk and was told "there is nothing I can do other than come up there and kill it" He also let me know know that the hotel was over sold, so I can't even change rooms. Since it was a