Residence Inn by Marriott Baltimore Owings Mills

This was the worst experience ever encountered. The Residence Inn Baltimore Owings Mills is the most poorly managed of properties to note of the Marriott brand. Service-Poor, Room-Poor, Response-Poor, Customer Recovery-Poor, Hospitality towards Seniors and Disabled-POOREST. When asked to speak to GM/AGM-denied by both. 5 night stay without the receipt of what was paid for. Stay Day 1. Reserved a Handicap room, Called the day before checkin to confirm; arrived assigned a standard room. FD staff provide shower chair and suction rails for toilet. Stay Day 2. Moved to Accessible room after it had to be deep cleaned because previous guest smoked in room. Room still reeked of smoke, Front desk stated the shower curtain needed to be changed; never happened-kept the door closed for remainder of stay. Stay Day 3(Xmas Eve). No hot water, maintenance called without response, front desk gave us the key to the room across the hall for daily hygiene. Carpet wet, leading to wet bags and clothes, leaking radiator. Reported, no response to repair. Stay Day 4 (Xmas). Still no hot water, still not response from on-call staff, still using room across the hall. Stay Day 5 Facilities shows to fix hot water and stated the handles in the shower were in the wrong position and that caused the hot water not to work. NO signage to demonstrate proper faucet positioning. Day 6, at FD to check out, requested for Management, there were no attempts to offer any compensation or APOLOGIES for the horrible accommodations that were provided. The FD staff person Treasure was left to all the uncomfortable conversations with us and other guest with complaints. Requested a phone call from GM-Richard or AGM-Gervonde. NO CALL RECEIVED. If this is the way that Marriott wants their Hospitality brand represented, a great job is being preformed. Why is it fair that we paid 800 dollars for the worst stay imaginable, and if we had refused to pay Marriott would have had the law on us. The fact is we were robbed of what we were sold and promised via your website and room descriptions. The design of a room means nothing is its not operable. Never again!

Room was disgusting. We had 3 rooms and they were all dirty! I’m not sure what Housekeeping does exactly. It literally looks like they just spot clean. Gunk around the faucets, chrome towel racks in the bathroom were covered in old water stains instead of being wiped down, yellow liquid in the trash can that they just threw a bag over, some sort of white paste on the sofa, yellow stains on the comforter, and stink bugs in the room. Literally dust on every ledge and dirt in every crack and crevice, like absolutely nobody who works there ever does a deep clean. Oh and when I went to make coffee, I noticed a dried water ring at the inside bottom of the carafe so as examining to see if this was yet another item they didn’t clean, the coffee maker still smelled like coffee so I wash it with dish soap and paper towel and yep…paper towel was yellow tinted as soon as I started wiping the inside of the carafe as if they just rinsed it out instead of washing it. The pool was freezing and had floating dirt all piled up in the corner as if they didn’t have the filter on or something. I am fully aware some chlorine can foam depending on the brand but this was dirty foam just floating in the corner. I wouldn’t be surprised if they don’t even change the bedding. I was livid when I saw the stains on the comforter the next morning. We got in late and went right to the pool so we didn’t notice until the morning…yuck. This place looks like a residence inn but is kept up (cleaning wise) like a motel 6 or one of those janky places on the side of the road. I don’t even write reviews really but this was a mess.

Poor communication, no follow through from management on promises for service, apparently short staffed as hallways desperately need more attention and vacuuming, hallways smell like garbage because guest garbage is not regularly picked up. Housekeeping needs a check list as supplies not replenished, coffee, towels, garbage bags, dish soap, toilet paper. Laundry room appears to be open to public. Hot Coffee available at breakfast not anytime afterwards.

Loved our room, clean it felt like home away from home. The staff was awesome and did our best to accommodate our needs. Marriott changed their late check out policy which I don't like. The pool is only open in the evenings so no morning swims. The fitness center is okay. They have a putting green. We sat out on the patio and ate crabs that we got from @Blue Point crab house. I will definitely stay here again.