Great location, cool vibe but my oh my - they really struggle with service. I have a list of things that either went wrong or were, at least, annoying. First, making the reservation- I received no email confirmation- you know the kind that every other hotel in the world provides. I had to call to make sure the reservation was held. In the reservation, I requested a rollaaway in the king room, for my daughter. When I arrived I was informed the didn't have rollaways. Ok. I understand, but why have a section for requests in the reservation form and not contact me about this? It is clear that no one bothered to read my reservation. We ended up pushing some chairs together for my 14 year old daughter. But to make this work, we needed blankets. My wife called FIVE times over the course of FIVE hours to request blankets. Each time, she was promised service. Each time she was ignored. Eventually she just went down to the front desk and stayed until they could retrieve blankets. What's up with that? Breakfast was cold and minimal. There was no tea or hot water. And no coffee makers in the room. I mean, even Days Inn have coffee machines in the rooms! My wife was promised an espresso drink in the morning. When it came time, there was no one there who knew how to operate the machinery. This place is ridiculously understaffed!!! So, after our terrible breakfast with no tea (I mean, who doesn't have teabags for Pete's sake?) and no espresso drinks, we texted the valet for our car. It took 30 minutes! You know why? They had one guy working the valet at 10:30 AM when everyone was checking out- after a night when they were "sold out." Did this come as a surprise that people would need their cars at checkout? This place has serious problems which I put at the feet in management. With so much going wrong- its clear it's a systematic issue rather than one of the individual staff members. Baltimore deserves better than this!
