My wife and I had the displeasure of staying at the Embassy Suites Baltimore at 222 St. Paul Place the evening of November 3rd. My wife and I checked out the following morning, Monday November 4th. The purpose of our visit was to celebrate my wife's birthday.
We were disappointed with the check-in process, the quality of the services, and the misinformation received throughout our stay.
Check-in: I reserved what I thought was a 1 Room Non-smoking King Suite, but was given two beds in the room when we checked in. I came back downstairs to request a change. The desk attendant asked the manager if there was a King Suite available and an Accessible King was promised if we could wait 10 minutes. We agreed to leave the room and wait in the lobby. After 15 minutes (not 10), we were handed a new set of room keys. When we went to the room, it was THE EXACT SAME CONFIGURATION as the previous room. In other words, no King bed. At this point, we were 30 minutes late for our next appointment, so we agreed to stay in the second room, even though it wasn't what we were promised.
Quality of Services: Exacerbating the debacle with the rooms upon check in were the 5-10 minute waits for elevators going up and down twice at the start of the stay. The hotel elevators are seemingly not equipped to handle the capacity of the hotel guests.
Misinformation. In addition to not getting the room configuration we were promised, I called down to the front desk the next morning to find out what time breakfast would end on the 4th. We were told breakfast ends at 10am, which was not accurate. When we went down at 9:30am, the breakfast had already wrapped up. When I informed the front desk worker about the incorrect information, she admitted her error, but then pointed to the key packet given upon check-in that allegedly had the breakfast service times (though we were never told what was contained on the card during either of the two times we were given keys). Her "reading is fundamental" response was not what I expected from a customer-oriented brand that I come to expect from Hilton as a Diamond member.
In short, what was supposed to be a celebratory 12 hours turned out to be a disappointment on multiple fronts.
I could never recommend this hotel to others.
