SpringHill Suites by Marriott Baltimore White Marsh/Middle River

"My wife and I really enjoyed the room as it was clean, but the overall customer service was not what I expected. As I've been both a Titanium Elite and Ambassador Elite member throughout the years, this hotel failed from the first minute of booking the room and checking in through the Bonvoy app. When I asked for a Mobile Key through the app as I verified my identity through the app and had a valid credit card on file, the front desk refused to provide me a Mobile Key immediately and told me I must check-in at the desk. While concerned by this as I've been to hundreds of Marriott properties over the past 5 Years where I've only been asked to stop by the front desk less than 10 times, which typically is to pick up my parking permit. This instance was a first that no other Marriott property that I've been to coast-to-coast allowed, which was to sign an agreement. The front desk representative didn't even give me adequate time to read over the document nor did she even allow me to take a picture of the document for future reference. I did get glimpses displaying high dollar amounts ($500-$1,000) as if they are related to charges for any issues that is to happen at the hotel. Again, this is the only Marriott hotel having these type of rules. Why this specific hotel holds these strict policies remains unknown, but it clearly doesn't follow what is implied by Marriott International."

"I booked my stay a week before checking into the hotel. And before arriving I was charged $181.26 which was perfectly fine so when I checked in they asked for a credit card. I was under the assumption that it was just for liability in case of damage. Nope that night I was charged another $210 for my room. There response was that they didn't receive payment from booking . Com so I spent over 45 minutes on the phone with booking to see what the issue was. They were trying to reach out to the hotel to resolve the situation because there was no need to except another form of payment. The lady at the front deck said sorry I didn't see the prepaid reservation so I now have to go through booking for a refund. Well today 3 days after checking out this hotel charged me another $183 and overdrafted my account when I called the hotel to see why they charged me again they told me there is nothing they can do and that I need to reach out to booking. And the hotel said they will not cover the overdraft fee. I'm so frustrated with this situation because they have no customers service skills and they are over charging customers and acking like they have no idea what to do and have 100% refused to make it right. I will never stay at this hotel again!!"

"Hotel Room was not cleaned properly, had to call for clean-up service (Sofa & ottoman), pillow covers stink, Bath/Body Wash bottle was empty, Shower was either cold or too hot water, hard to set it to warm water. Only one Elevator, the other was under maintenance throughout my stay. wait time for elevator. Also they charged me a higher rate than my online-booking. The staff didn't inform me ahead for the upcharge and they had no intention to resolve the issue. This hotel is not meeting the standards and will not stay here again."

"We booked this hotel through T-Mobile Tuesday rewards, when we arrived at check in we were told that the company does not honor the 3rd party booking because they do not get paid by them. We were told that we would have to pay again if we wanted the room. Our credit card was charged. The ladies at the front desk were rude and unprofessional. DO NOT GO HERE THEY ARE RUDE AND UNPROFESSIONAL. When I contacted T-Mobile, they contacted the hotel who then told them we were no-shows. THEY ARE ALSO LIARS!!!!!!!"

"I got ready for my wedding and spent my wedding weekend here. The staff was friendly. Very accommodating to our large party and guests. Affordable prices and a nice complimentary breakfast spread. Would definitely utilize this venue again."