My friends and I decided to go to Baltimore for a bachelorette party. There were 5 people in our party. We booked our reservation on Expedia and contacted the hotel directly to make sure our special accommodations would be met. One member of our party is disabled and the hotel did make sure that our room was close to the elevator. Upon check in, we learned that the rooms are only equipped with two queen beds. We were told that a rollaway bed would be provided for our extra guest (which we paid an extra fee for). However, upon our arrival we were told that they did not have any rollaway beds available and that we would be put on a list for one. We arrived in our room and it was clear that there was no way 5 people could sleep in the room without the extra bed. So we returned to the front desk and spoke to a manager. He informed our party that the Lord Baltimore Hotel did not have rollaway beds on the property since the new owners took over. He said that while the property was a Radisson that those accommodations were available. I asked him how he could help us out with this issue, his solution was for housekeeping to bring extra blankets and pillows so that one of the guests could sleep on the floor! Are you kidding me, we are all adults. I was taken back by his solution. Due to the fact that there were several things going on this weekend, the manager informed me that the hotel was sold out. So even though we were unhappy with the situation we were stuck being guests at this hotel. So I figured if they cannot help with the issue that we should be compensated financially for their error. The manager suggested that I contact Expedia directly because they gave us inaccurate information. He reminded me that the hotel was not responsible for that error. I do not feel that your establishment should refer that issue to a marketing company when you have a customer in front of you that is unhappy. It should be the responsibility of your hotel to update Expedia and any other companies that help sell your rooms. Obviously customer service or support is not a priority for your hotel. The nightmare does not end here.
On our way out of the building we found a transportable bed in the hallway. I have included a picture of it below. Now I am really disappointed and frustrated with the lies that were told by the management and the lack of accommodation made for our party. Unbelievable!!!
Another issue that we encountered, I was told that there was a handicapped accessible taxicab available to take us from our hotel to the downtown Power Plant Live bar area and despite calling the front desk and requesting it 30 minutes in advance. When we came downstairs ready to get in the cab, we were then told that there was not a handicapped taxi available. All staff should be up to date on this type of information, and if there is a discrepancy a courtesy phone call should be made to the requesting party to notify them of the change in plans.
While we are on the front desk issues regarding transportation... I spoke to the front desk in advance regarding parking concerns. They explained to me that valet parking was going to $16.00 per night and when we arrived we were told that it was going to $31.00 per night as this fee is subjected to change due to the amount of activity going on in the Baltimore area. Are you kidding me? First of all the parking fee is obnoxious, but the worst part is that your staff communicates one thing and the reality is totally different. Again very disappointed with the level of communication amongst employees, management, and marketing sites. Upon check out, we waited 45 minutes for valet to bring our car to the front door. This amount of time would have been extended if I did not take the time to visit the valet stand 3 separate times to complain! The disorganization from the front desk, to the valet, to the management is truly astonishing.
After all of our terrible experiences with your hotel, I stopped at the front desk to get information for me to contact corporate or a high ranking official within the hotel. Instead of getting specific information, I was given this business card for me to write on this public forum. Again this missed the mark. I would really like to feel heard about all of the issues that we were confronted with on our stay at your hotel, instead I am left writing this complaint in a place where no one can respond.
I suggest that your hotel try to get it together, as you know that word of mouth is the best way to gain and maintain customers. Based on our experience I would not only avoid your hotel in the future, I would discourage others from staying on your property unless there were significant changes made in the customer service/problem management areas.
However despite all of our negative experiences at this hotel...I will give credit where it is due....The staff was exceptionally friendly from the bell hops to valet, management to front desk staff. The rooms were very clean, the hotel was decorated in a modern fashion, and it was not far from the inner harbor.
Signed a very dissatisfied customer...
- Official Description (provided by the hotel):
- Historic Elegance in the heart of Baltimore Welcome to the Lord Baltimore Hotel, housed in a stunning French Renaissance building and located in the heart of downtown Baltimore, MD and just three blocks from the famous Inner Harbor. The historic Lord Baltimore Hotel features complimentary services such as high-speed wireless Internet access, HD televisions with sixty complimentary channels, custom designed linens, plush pillow top mattresses and much more. Guests at this grand hotel enjoy easy access and exclusive offers at area attractions including the National Walters Museum, and Visionary Museum, Baltimore Museum, Peabody Library and concert venues. The Lord Baltimore Hotel is in the City's Business and Financial Districts and is one of the best Baltimore Inner Harbor hotels. Towering over the Baltimore skyline at 23 stories with 440 guest rooms, the hotel offers more than 20,000 square feet of meeting, banquet and event space including two roof top garden decks for private events. Lord Baltimore Hotel offers a magnificent and historic 1928 grand ballroom that features Baccarat crystal chandeliers. A mirrored replica of Versailles, in the grand French style is the setting for our dining room - the French Kitchen. Additional dining is offered in the lobby bar, the LB Tavern and our signature LB Bakery which features freshly baked products, soups and sandwiches created by our own pastry team. Fully renovated and restored in the spring of 2014, all guest rooms and public spaces feature authentic and unique designs that incorporate state-of-the-art technology while embracing the historic ambience of this National Trust treasured property. In 2014, the hotel will also re-launch the long hidden Speakeasy that was closed with the repeal of Prohibition. The hotel is located in the city center near the intersection of Baltimore and Charles Street in the heart of Baltimore (at Baltimore & Hanover Street). Join us and explore the history, class and charm of the Lord Baltimore Hotel. ... more less
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- Also Known As:
- Radisson Plaza Lord Baltimore Hotel Baltimore
- Radisson Baltimore
- Baltimore Radisson