PMHS d/b/a Hilton Baltimore BWI Reviews

We were there for a banquet and everything was great.

Rooms were pretty standard, shower leaked a bit and had mpld growing on it

We use this location for parking anytime we fly out from BWI. Parking rate is much better here for long periods versus parking at BWI. It's very close to the airport. The shuttle takes you there, and you call the hotel upon your arrival to send a shuttle for your pick up.

Hotel staff was great. I was there for a work function, and initially thought the hotel was great.

My issues were strictly with my room. The temperature wouldn't go below 68 and there was mold over the shower. I let the front desk know when I checked out. Not what I would expect on a HH floor.

Kudos to the shuttle drivers and again, most of the staff.

A great hotel and fantastic event host. Must pay attention to the check in times, but only because this hotel stays fully booked. Great rooms and cleaning service. Staff was very welcoming and attentive. A great place to stay and a great place to host any style convention event

I checked in thursday for 4 night's for a smoking room and was told that I can pay CASH on MONDAY when I CHECK OUT. ok Fine. The room DID NOT HAVE A BIBLE ( which I knew my night's here was not going to be good) who doesn't have a BIBLE in the room!! Plus the room WAS NOT smoking but it was OK WITH ME. LATER THURSDAY NIGHT, I Just wanted ro relax and take a nice hot shower! I notice there was NO HOT WATER. I left it on for about 15 mins thinking that it would heat up, NOT! So I called down to front desk, a guy (didnt catch name) picks up. I explain the situation to him. He states "just let it run for a lil sir and it should become hot". I did for another 15 mins. At this point Im becoming irritated. I call back down to front desk, the same guy picks up. Im telling him its not working. He states "I'm sorry for the inconvince sir, but unfortunately the mechanic just left. So I'll just switch your room. OK FINE!!! 10 mins goes by. The room phone rings, its the guy. He was calling to say he couldnt switch my room because my card was declined!! Of course, I stated because I'm paying with cash and the lady stated when I checked in earlier to pay cash on MONDAY!! He states in order for him to switch my room I have to pay now with a credit card thats working. I refused, for the simple fact I was told monday. So I left and showered somewhere else! Came back the same night afterwards

Friday Morning come's (MY BIRTHDAY), out running errands for an event later FRIDAY EVENING!! Around 9ish, I get back to the hotel to find out my ROOM KEY isnt working! I went to the front desk and spoke with a lady (didn't catch her name either). I asked her what was going on with my key. She says "we have you CHECKING OUT today". I replied, something isnt right. I check out on monday. She pulls up something else, I guess it stated my original reservation. She says, "oh I see, you checked in yesterday and checking out monday". She calls over her coworker (ADINA), for assistant. Adina kindly took over, a bit confuse herself about the situation, but she was AWESOME!!!! I find out, my luggage is actually behind front desk in the office. I DIDN'T received a phone call. Not only that an worker had the AUDACITY to take my alcohol (birthday gift) out the fridge for themselves. I kindly asked ADINA did anyone see anything the fridge. She states no one reported any beverages.ANNOYED beyond maxed, it's my birthday and people are stealing from me! I was over it. I let her continue fixing up the mess someone screwed up. It took her 45mins to an hour to fix everything. The poor lady had to check me out then back it. I had to use a friend card for the $50 they needed for the room incidentals. The process was a mess but she managed to do it all. She found me another room and it was a smoking room. Her customer service was everything a guest could ask for !! WAY TO GO ADINA!!!. After everything gets finalized and I received new room keys. She states" you can pay cash when you check out on MONDAY"! PERFECT!!
Saturday morning comes. I go out to eat with some friend's for my birthday. I get an email with a confirmation stating that pretty much my friend paid off my room. Before I handed him the cash that I had for the room. I wanted to be sure. He checks his statement and I confirmed it. I calls the hotel, a lady picks up. I asked if my room was paid off and she says YES! Ok cool! I hands him $221.48 for the room
MONDAY comes. I'm checking out with the same lady I checked in with on THURSDAY. She states theres a balance of $166 and some change. I looked at her with a dumb look and told her I just called and spoke with someone Saturday. They stated the balanced was $0. She couldn't find anything about the payment. I pulled up the confirmation and read it to her. She then stated, that now the balanced is $47+ some change. I asked why is that. She states she just doing her job. My Temper blew. I paid the balance off. I COULD NOT stand being in a unholy, unprofessional, unorganized hotel anymore!!

Everything was pretty nice, but I couldn't find an ice machine anywhere.

I was there with Puget Sound Honor Flight so I am not familiar with the cost. It is nice place so expect to pay $15 plus tip for two beers at the bar. The rooms are nice but you may still expect to find minor issues with a room like loose shower knobs. Also I was surprised to note that we didn't get any rooms with handicap bars in the restroom.

Beware of parking problems on Friday and Saturday when they host events like wedding receptions.

Great full service Hilton always nicely decorated for the holidays.

Clean, comfortable rooms with all the standard amenities. Friendly and courteous staff.

I only visited the bar area. It was well furnished and spacious.Lights a bit overly bright for a bar though.

Great location. Service was great. Needs updating compared to the ones in Nashville and Denver, but I did see a sign about them doing that in the near future. Rates was really good. The breakfast was excellent to me.

Upon checking in we were told there was an issue with the water. We were assured it would be resolved within 2 hours. I even asked if we should check into a different hotel. Again we were assured it would be fine. We checked in, left to grab a bite to eat and returned, still no water pressure. They gave us bottles of water to brush our teeth. Woke up very early the next morning to go to airport, the water was brown. I would not shower and had to brush my teeth AGAIN with bottled water. At checkout I voiced my displeasure. They said they will pass the displeasure on to the manager and the bill will be adjusted. They emailed the final bill at FULL price after we were told there would be a discount for our troubles. I sent an email complaint, have yet to hear anything back. Do not waste your time with this hotel as they do not care about the customer. There are plenty of hotels that costs less and gives more than this hotel!

I.enjoyed the hotel, just wish the restaurant had other options besides just mainly fish. Room was excellent, maybe they should offer hot chocolate in the room also. I dont drink coffee and only certain teas.

The Staff, The Room ,The Hotel Clean GREAT GREAT place to Stay not expensive... if anybody have anything bad to say then something is wrong with you..... I def Give this Hotel 5 Stars and then some

The location was convenient and safe. However, it was the 1 week in January when I stayed and the heater was not working in my room. It was terribly cold! Also No on differed to help me move my 3 bags up to my room. First they didn't have any carts and blamed it on a wedding event not returning them. Then they saw me struggle to lift 3 luggage on the cart, they magically found, by myself. No assistance at all. I liked the ambiance of the hotel but these things left a bad taste in my mouth for Hilton hotels.

I was there for a work meeting, the hotel was very nice. Food was good for the most part, staff was friendly and attentive. The rooms were clean and comfortable.

They were clean and nice to our veterans. On a side note, the bedroom doors were really heavy and it was very hard for many of the veterans to open the doors

What can you say it's the HILTON!!! BEST PLACE AT BWI

It was close to BWI, great food, great service, very clean.

I enjoyed my evening here...Hilton BWI is In a class by itself

This is a beautiful hotel all season long! Also very good staff and a tidy/neat public area to read and work :)

Awesome staff. Very nice. Had a cancelled flight, which brought me there. Staff was laid back. The food was good, a little expensive, but good. Our waitress was very down to earth.

Second time I've attended a meeting here - staff has been attentive, facilities are satisfactory.

I enjoyed the venue but it was anything over the top

Rooms was great, comfy beds and pillows. Restaurant had a delicious Reuben sandwich and the drinks were very good as well. Food price was just right and the room came out to a fair price as well. Will stay here again when if I'm ever in the area.

Very nice and chic. The lobby is very big, with a spacious atrium ceiling and plenty of space.

This hotel is nice. Good service. The location is a little secluded, you'll need a car or Uber on speed dial.

I was trying to go to the on-site restaurant, but it was pretty empty and no one came to us when we walked in so we left.

Conveniently located with ample parking & personnel to guide us. The hotel us beautiful and large enough to accommodate a sizable group, yet had the option of a more intimate setting at the piano bar, with its talented musicians & dance floor.

Greater Morning Star Apostolic Ministries Marriage Retreat Very clean. Hospitable and the restaurant's food was delicious.

Staff & service was great rm 932 nice updated and clean but need a hot tub for the pool area. My lor one's enjoy themselves for parents weekend out

Hotel and room was very clean and would definitely stay here again. However, I don t recommend purchasing food from the bar, the quality is poor and the items are overpriced. I purchased a Turkey club with chips and the sandwich bread was super greasy, saturated in mayonnaise, missing key ingredients, and the chips were stale. Save your money and order out.

We talked to hotel staff the night before about using their shuttle service. They explained that there wasn t any booking process and you show up and talk to desk staff to utilize. Upon talking to them the next morning the employee told us that whoever we talked to at the desk previously lied about everything. Not just the shuttle, but how the hotel operated in entirety. When we asked to see the manager, they refused. Terrible hotel with no oversight. Get your management back on track and your employees in line.

I only stay here because as a Diamond member I have access to the executive lounge. Otherwise I'd stay at the Embassy Suites.

Goods:
Executive lounge...one of the only reasons I stay at this Hilton brand.
Service staff is fantastic.
Bar is the centerpiece of the lobby.
The pool is a nice place to relax.

Not as good:
The rooms and finishes need a refresh.
The shower floor is dangerously slippery.
The guest laundry is decent.
Executive level rooms are adequate but nothing to brag about.

If there was another Hilton brand with executive services nearby, I'd definitely try it out. I'm here about 60 days a year and wish they'd update sooner than later.

I kinda expected a little more from the Hilton brand. This is a convention hotel, it's obviously clean, very large. The staff was nice, the rooms were decent sized. I think the lobby is what knocked a star off, it needs more....Hilton.

The property is easy to navigate and hosted a wonderful event

First I do not know how there are so many positive reviews since I have had multiple problems since the moment I drove into the parking lot. First off their parking lot is not large enough to park guests and event attendees. So we decided to valet our vehicle. Upon check in they had a problem locating our reservation. Once we finally had someone get us a room we walked in on 3 guests already occupying the room. We go back down to the front desk and they give us a new room (keep in mind I work with customers everyday so I never want to be that person who complains over nothing) so I know mistakes happen and I just simply ask for a different room. Success I get a new room just to walk into a mess! Alcohol bottles all over the room, beds not made, and towels and make up all over the floor. No idea what happened here but obviously the room was not ready for someone else to stay in it. It s now about 12:30am and exhausted we finally get a clean room. No complaining on my part at this time seeing the gentleman at the front desk was very overwhelmed and like I said people make mistakes. Best part though is I go to leave for breakfast in the morning and no one can find my key to my car from the valet service. It s been several hours and I have not been offered any type of compensation besides a free breakfast! I m currently typing this as I wait for a locksmith to show up and see if they can cut me a new key for my car. Morning shift all staff is little to no help. Manger is a nice guy but obviously they have no system or order here for this many things to go wrong. Last thing is locksmith told us over the phone that this hotel has lost valet keys before. The system they have is they throw everyone s keys into a basket at front desk. I ve never seen anything like that before from the valet. It may not be the managers direct fault that the rooms were messed up and the key was lost but for him to not train his staff properly or to have systems in place to eliminate these types of problems are his responsibility.

I had to fly into Baltimore to pick up my Mother from Sinai hospital everything was very last minute. So I called and book a room when I got off of the ,because I was flying right back out the next morning with my mother . This was at 830 at night . I called back and 10pm and was told that I would still be charged for the room per the Manager Amanda . I tried to explain that i couldn't get my mother out of the hospital until the morning and i was going to stay with her . I stay at the Hilton when ever we are traveling,BUT never again.

We arrived at 5 am the day following our reservation due to airport delays. We had to call three times before the shuttle came and picked us up ( the driver was nice though). The young lady working the front desk had a carefree attitude and generally seemed uninterested in our situation.

We explained that seeing as how we didn't get to use our room to sleep in as intended due to our flight delays we would like a refund. We were informed that we were already charged and she wouldn't do anything about it. She then asked us for an additional credit card to add on the room for incidentals, after we said we weren't staying which shows that she wasn't really paying attention to us.

We then leave to go to our car, and find it missing! They towed our car to the other side of the parking lot and the young woman working the desk didn't think that was worth mentioning the first time we were in the lobby. The nice shuttle driver had to tell us this.

Very unprofessional desk worker, great driver.

I spent a night in the executive level. Room was nice. The channels came in well, soft beds, and good service in the hotels executive room.

Could have been easier to locate, only small sign on main road. Hall ways were not very clean (dusty bag on ground none of the employees picked up the entire day. Not a small design for bathrooms. 3 sinks opposite each other(if 1st 2 are in use it blocks the rest). Now after writing this, I should have only given only 2 stars.

I would give BWI Hilton and Hilton customer service a zero if I could.. Should of read all these comments before I booked to stay there.. My situation has been going on for the past 3 weeks and doing what's right for the customer (what was promised) doesn't matter to the management staff at this location. During my stay on the first night, a complete STRANGER was given a key to my room, (due to what they say was a system mistake).. Mind you it was at 12 am at night. I had called front desk about 8 times and no one answered.. I had to then get out of bed, get dressed and go to guest services just to get assistant.. I waited fro 30 mins to speak to a manger DAVID , who then came out and showed sympathy about the situation and said that was a major mistake and states he would take care of the 2 nights I was staying.. I had asked for a receipt, but due to the fact that I had booked through 3rd party, he would have to contact them to let them know to reimburse me and then Hilton will take care of paying the 3rd party company.. He informed me to check out with him when I left..

The day of checking out i asked to speak with David, but of course he was too busy, and the clerk knew of my situation and informed me that their system were going through an audit and at that time they couldn't give me any documentation but he would for sure email me when it was all taken care of.. I waited 2 days, called back Tuesday and Wednesday left messages (He was a night manager).. No call back.. call back Thursday and Friday to speak to ANY manager and even called 4-6 times through out the day.. Left messages and no returned call.. Finally was able to stay up one night and call and speak to david, which he informs me I have to call the 3rd party company to request a refund.. Huh.. this was NOT what was said.. So I the customer... calls 3rd party company.. 3rd party company then has to call and speak with david and he tells them only one night.. NOT AT ALL WHAT HE STATED HE WOULD GIVE ME BACK.. HE CLEARLY SAID BOTH NIGHTS.

This is when I decided to call the 1-800 number to file a complaint (don't waste your time in doing this because they do absolutely nothing but redirect you back to the hotel management.. Umm duh that why I called you in the first place, because the hotel management is a mess) Fist time the lady, destiny promised that they would get my situation resolved, which was crediting me for the 2nd night, Informed her that i was only given one night credit all ready from 3rd party.. just need them to call 3rd party to get my 2nd night credited. i was informed by destiny that if in 3 days I didn't get a call from the general manager I could call back in and they would handle it.. Well time goes by and then I finally get an email stating my case file was closed due to the fact that I was refunded the one night.. so yet again my situation was not resolve.. I obviously knew before calling into the 1800 number that I got back one night I told yall that which was in the notes (according to the next agent)... I my complaint was because they hotel is not crediting me back for the 2nd night as well like I was promised.. So I called the 1800 number the 2nd time and got ART who stated they had to resubmit another case and general manager will then contact me with in 3 days.. A CYCLE!!! Didn't receive a call.. Of course.. Called back in again spoke to a lady (didn't catch her name) explained a little bit of the situation and she also read some notes on the account... put me on hold for 10 mins and was transferred to the hotel.. Really Hilton.. This is how you handle a customer situation with your guest.. Will never come back to this place again.. And will have Hilton as the last resort in picking a hotel.. And please don't bother commenting back!!

Nice meeting room for a group of about 50 for a professional meeting. Did not see much of the rest of the hotel.

My wife and I frequent this hotel when we visit the Harbor. Minutes from the harbor, plenty of places to eat in the area.

This Hilton is the worst in the area when it comes to quality and service, even for Hilton diamond members like me.
The stay at this Hilton was marred with several hotel incapabilities. The online checkin does not allow Hilton diamond members to pick better rooms like other Hilton hotels do. This is the first a major bummer.
The customer service here leaves much to be desired. It was horrible to wait in front of service agent as she made me wait for 5 or 6 incoming phone calls! After all the she was unable to help me anyway.
The executive lounge is worst I have experienced around the VA and MD area. A lounge with no snacks is just a room with a tv. And this is exactly what this lounge is: a room with tv and NO SERVICE.

Very close and easy access to the airport and rental car facility. Nice hotel with clean rooms and friendly staff. Have stayed in this hotel multiple times and will return again.

The room was very clean and nice, but the lady at the check-in desk could be more welcoming and friendly.

Elegant room, comfortable bed, slightly dated bathroom fixtures. Good breakfast.

The best thing about this hotel is it's convenient location to BWI airport. The rooms are standard, good is decent and staff is friendly.

They're doing a great job of being sensible and safe for covid without suspending amenities to cut costs. They still offer complementary full breakfast if you're a diamond member or it's included in your rate, but you order ahead and they call when it's ready to be picked up for you to eat in your room.

They might be the best COVID-era hotel I've stayed at.

Great hotel. Convenient to the airport. Wonderful staff. Excellent food.

Very beautiful rooms and layout. Breakfast is fantastic, and staff is very friendly!

Funny smelling room, they had fans and smell remover machine on when we got to our room.

The aqua restaurant is a very nice place to get breakfast, lunch or dinner. The newly-designed ambiance gives it a bright flair.

Went for an event and it was great. Dance floor is a little small.

Took an interview and lunch at the hotel. Very clean interior and friendly staff. Would definitely recommend for a stay or business event.

Clean, quite and the people at the front desk were so nice. Shuttle was on time, clean and driver helped us with are bags, also very nice.

Very nice modern hotel close to the airport and local business parks. Executive lounge offers a nice lounge for members.

Great location for flying BWI, ample free parking, very clean room and friendly staff. Would stay again.

One of my favorite places to stay on business. Friendly staff